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Assistance for removal failed for malware bytes

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Hi All,

I couldn't post my earlier reply as the website detected my text as spam, so it is a bit truncated.

To give some context, I noticed my laptop fan was running at high speed even though I only have Chrome running. I tried to open task manager to see what was wrong and noticed that "Windows Phone Dialer" was using up more than half of my RAM (I have 32GB FYI). After some googling, I realised that this was due to malware and redditors suggested to download Malware Bytes.

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I worry that the files not removed are still a threat in my laptop.  I am still unable to access the website as it gives me the error of "The site can't be reached".  I have uploaded the report and screenshot in my 1st post. 

Appreciate your help and apologies for truncated posts, thank you.

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  • Root Admin

Hello  and  :welcome:     @XiaoMinty


My screen name is AdvancedSetup and I will assist you with your system issues.

Let's keep these principles as we proceed. Make sure to read the entire post below first.

  • Please follow all steps in the provided order and post back all requested logs
  • Please attach all log files to your post, unless otherwise requested
  • Temporarily disable your antivirus or other security software first. Make sure to turn it back on once the scans have been completed.
  • Temporarily disable Microsoft SmartScreen to download the software below if needed. Make sure to turn it back on once the scans are completed.
  • Searching, detecting, and removing malware isn't instantaneous and there is no guarantee to repair every system.
  • Before we start, please make sure that you have an external backup, not connected to this system, of all private data.
  • Do not run online games while the case is ongoing. Do not do any free-wheeling or risky web-surfing.
  • Only run the tools I guide you to use. Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
  • Cracked, Hacked, or Pirated programs are not only illegal but also can make a computer a malware victim. Having such programs installed is the easiest way to get infected. It is the leading cause of ransomware encryption. It is at times also a big source of current Trojan infections. If there are any on the system you should uninstall them before we proceed.
  • Please be patient and stick with me until I give you the "all clear". We don't want to waste your time, please don't waste ours.
  • If your system is running Discord, please be sure to Exit it while this case is ongoing.


To begin, please do the following so that we may take a closer look at your installation for troubleshooting. This is a report only.

NOTE: The tools and the information obtained are 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 the Public desktop, please upload that file on your next reply

Thank you



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  • Root Admin

Please run the following fix @XiaoMinty


NOTE: Please read all of the information below before running this fix.

  • 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.

Once the fix has been completed, please attach the file FIXLOG.TXT to your next reply

Farbar program:   FRSTEnglish.exe

Save the attached file:  FIXLIST.TXT to this folder C:\Users\Keith Sim\Downloads\

NOTE. It's important that both files, FRSTEnglish.exe, 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.



Run the Farbar program with Admin rights and press the Fix button just once and wait.

The fix may possibly take up to 60 minutes to complete

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 named Fixlog.txt in the same folder you ran the Farbar program from. Please attach that log on your next reply.


  1. NOTE:  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.
  2. NOTE: 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 may be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed in most, but not all cases.
  3. NOTE: 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.




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  • Root Admin

The Farbar program is in  your Downloads folder

C:\Users\Keith Sim\Downloads\

The name is:  FRSTEnglish

Save the file I attached to your Downloads folder. Then find the FRSTEnglish.exe program. Right-click over it and select "Run as administrator" then when it comes up click on the FIX button.



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  • Root Admin

Thank you. The log looks pretty good. It also found and fixed some system issues.

Windows Resource Protection found corrupt files and successfully repaired them.


Please go ahead and run the following


Microsoft Safety Scanner

Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.   
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well


Please set File Explorer to SHOW ALL folders, all files, including hidden ones.  Use OPTION ONE or TWO of this article



I suggest a new scan for viruses & other malware. This may take several hours, depending on the number of files on the system and the speed of the computer.

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system. 

The download links & the how-to-run-the tool are at this link at Microsoft 



Look on the Scan Options & select the FULL scan.

Then start the scan. Have lots of patience. It may take several hours.

  • Once you see it has started, take a long long break;  walk away.  Do not pay credence if you see some intermediate early flash messages on the screen display.  The only things that count are the End result at the end of the run.
  • The scan will take several hours.  Leave it alone. It will remove any other remaining threats as it goes along.  Take a very long break, do your normal personal errands .....just do not use the computer during this scan.

This is likely to run for many hours as previously mentioned  ( depending on the number of files on your machine & the speed of the hardware.)

The log is named MSERT.log  and the log will be at C:\Windows\debug\msert.log

Please attach that log with your next reply.


It is normal for the Microsoft Safety Scanner to show detections during the scan process.

It is scanning for basically all bread crumbs or traces of files and registry entries that "might" be or have been part of some infection or previous infection.

That DOES NOT mean the computer is infected. Once the scan has been completed it uploads the log to their Cloud service which then uses Artificial Intelligence to determine if in fact any of the traces are an infection or not.

Then it writes into the log on your computer what it found.


Thank you


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  • Root Admin

Great, that looks good, nothing found.

Please run the following

SecurityCheck by glax24              

I would like you to run a tool named SecurityCheck to inquire about the current security update status of some applications.

  • Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe
  • If Microsoft SmartScreen blocks the download, click through to save the file
  • This tool is safe.   Smartscreen is overly sensitive.
  • If SmartScreen blocks the file from running click on More info and Run anyway
  • Right-click  with your mouse on the Securitycheck.exe  and select "Run as administrator"  and reply YES to allow to run & go forward
  • Wait for the scan to finish. It will open a text file named SecurityCheck.txt Close the file.  Attach it with your next reply.
  • You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt






Thank you



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  • Root Admin

The elevation prompt for administrators disabled
^It is recommended to enable (default): Win+R typing UserAccountControlSettings and Enter^


Please uninstall, update, or otherwise address the following as appropriate for your system


NVIDIA GeForce Experience v. Warning! Download Update
WinRAR 6.20 (64-bit) v.6.20.0 Warning! Download Update
Discord v.1.0.9004 Warning! Download Update
Zoom v.5.12.2 (9281) Warning! Download Update
BitTorrent Web v.1.3.0 Warning! Ad-supported P2P-client.
iTunes v. Warning! Download Update | ^Please use Apple Software Update tool.^
Google Chrome v.112.0.5615.49 Warning! Download Update

---------------------------- [ UnwantedApps ] -----------------------------
Bonjour v. Warning! Application is distributed through the partnership programs and bundle assemblies. Uninstallation recommended. P
Wondershare Helper Compact 2.6.0 v.2.6.0 Warning! Application is distributed through the partnership programs and bundle assemblies. Uninstallation recommended.
----------------------------- [ End of Log ] ------------------------------


Then restart the computer and check for Windows Updates and install any found.


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Thanks, I have done all the updates and uninstalled the apps with the exception of bittorent. I keep it to torrent my anime videos, i guess thats alright?

However, windows couldnt do an update as seen here, is this a major issue?

The previous problems have been resolve thus far (web access and the Windows Phone Dialer issue)



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Hi Abigail, I don't have any issues with Malware bytes. I was worried because there were a few threats that were not removed and I was still unable to access the Malware bytes website itself hence I started this thread.

I have followed Advanced Setup's instructions thus far and noted that additional trojans were removed when I ran the Microsoft Safety Scanner. I also did another scan on Malware bytes to check if there were any more detections and it came up as 0 after the fixes from Advanced Setup. 

Only issue now left is an error on Windows update only. 

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Posts made by Abigail have been removed because they are not authorized to provide help here in this sub-forum. 


Groups authorized to help with Malware Removal

These are the groups who are allowed to post advice in the Malware Removal  Forum:

  • Administrators - in charge of running the site and handling maintenance and all of the day-to-day operations.
    They can be contacted at any time by PM with issues regarding the site or Malwarebytes Products.
  • Moderators - moderates and helps the Administrators with running the site.
    They also make sure the Forum rules are followed and respond to Malware Removal .
  • Experts - experts in removing Malware and fighting the bad guys.
    They take on the Logs in the Malware Removal forum as well, and some of them are programmers who make tools used to remove Malware.
  • Trusted Advisors - those who are trained in Malware removal in the Anti-Malware community and can be trusted to provide you with safe removal of Malware.

If you are not in one of these groups, you are prohibited from posting Malware advice of any kind on the Forum; any such unauthorized posts will be deleted without response to the poster.

Please DO NOT take advice from members other than those allowed to respond to Malware Removal.


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  • Root Admin

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following to help you better protect your computer and privacy Tips to help protect from infection

Thank you



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