Icon not responding

[SoCalDavid]

I'm consistently having a problem where Malwarebytes moves from the hidden icons/taskbar notification area to the main taskbar area, and hovering over the icon gets the message "Malwarebytes taskbar icon (not responding)." This leads to a repair option, which I did, but when it was done it said "Repair Process Complete / 1 more product installations were cancelled." The program appears to be installed and operating properly but the message indicates something's still wrong.

Also, I reported this problem via the Support Tool (ticket 3996530) a week ago and have received no response, despite numerous followups.

I checked for dumps and found two, which are too large to attach. I could put them in Google Drive for transfer.

Edited September 16, 2022 by AdvancedSetup
Corrected font issue

[Porthos]

10 minutes ago, SoCalDavid said:

I'm consistently having a problem where Malwarebytes moves from the hidden icons/taskbar notification area to the main taskbar area

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

[SoCalDavid]

I've attached the log.

But can you tell me, does it normally take a week or more for Malwarebytes Support to respond to a ticket?

mbst-grab-results.zip

[AdvancedSetup]

Hello @SoCalDavid

Currently Support is backed logged quite a bit. We'll go ahead  and assist you.

Please go to Control Panel, Programs, Programs and Features and uninstall the following

   Bonjour (not required on Windows, iTunes will work just fine without it)
   CCleaner (no longer recommended by computer experts)
 

 

Your DNS Servers: 192.168.1.1

Please consider changing your default DNS Server settings. Please choose one provider only

DNS is what lets users connect to websites using domain names instead of IP addresses

• Google Public DNS: IPv4   8.8.8.8 and 8.8.4.4   IPv6   2001:4860:4860::8888 and 2001:4860:4860::8844
• Cloudflare: IPv4   1.1.1.1 and 1.0.0.1   IPv6   2606:4700:4700::1111 and 2606:4700:4700::1001
• OpenDNS: IPv4   208.67.222.222 and 208.67.220.220  IPv6  2620:119:35::35 and 2620:119:53::53
• DNSWATCH: IPv4   84.200.69.80 and 84.200.70.40   IPv6  2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b

The Ultimate Guide to Changing Your DNS Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

 

 

You have a hidden TEMP folder in a location that should not exist. C:\Program Files (x86)\Temp  did you create that folder?
If you did not create it then you should consider removing it.

 

 

 

Let's go ahead and do some general clean up and scan for some possible Windows issues.

Please run the fix below and once the fix has been completed, attach the FIXLOG.TXT file to your next reply.

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real-time antivirus or security software before running this script. Once completed, make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

The following directories are emptied:

• Windows Temp
• Users Temp folders
• Edge, IE, FF, Chrome, and Opera caches, HTML5 storages, Cookies and History
• Recently opened files cache
• Discord cache
• Java cache
• Steam HTML cache
• Explorer thumbnail and icon cache
• BITS transfer queue (qmgr*.dat files)
• Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

Edited September 16, 2022 by AdvancedSetup
Updated information

[SoCalDavid]

Okay, I'll get started on all this.

Meanwhile, I can understand being backlogged but I'd suggest a note to that effect in the automatic email response to tickets being opened.

[AdvancedSetup]

Hello @SoCalDavid

Following up to see if you were able to run the fix above yet or not.

Please post a status update when you have a moment

Thanks

 

[SoCalDavid]

I'm on the road now so haven't had a chance. On the other hand, I also haven't had the problem. Actually, as I recall, I did uninstall Bonjour and CCleaner, so maybe that did it.

[AdvancedSetup]

Okay, well, once you're back to your computer I would still recommend running the fix as it will clean up and check other settings, etc.

Cheers @SoCalDavid

 

[AdvancedSetup]

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Tips to help protect from infection

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