Malwarebytes isn't detecting a virus.

[_Marco_]

I got rid of a good amount of viruses but my laptop still has issues: my windows update tab doesn't load anymore, always shows "preparing windows" when logging in, Performance has been greatly affected, suspicious looking files that refuse to be deleted in the Temp folder, weird programs running in Task manager, Windows defender might be broken and my desktop and themes have been reset to default.

I have run an SFC scan & three DISM commands but they didn't detect anything wrong.

[_Marco_]

Sorry forgot to mention but also :

My pictures are missing but nothing else is missing, an amount of audio files's format have been changed to "zpww".

[Porthos]

@_Marco_

Please do the following so that we may take a closer look at your system for any possible infections.

Please restart the computer and do the following.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

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 Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply
  
   

Thank you

[_Marco_]

Thank you for the reply here is the file: mbst-grab-results.zip

[Maurice Naggar]

Hello.  My name is Maurice. I will guide you.

• Removing pesky malware can be an involved set of tasks over separate runs. Have much patience. Follow my directions. 
• Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
• Only run the tools I guide you to.
• Do not run online games while case is on-going. Do not do any free-wheeling web-surfing.
• The removal of malware isn't instantaneous, please be patient.
• Cracked or or hacked or pirated programs are not only illegal, but also will make a computer a malware victim. Having such programs installed, is the easiest way to get infected. It is the leading cause of ransomware encryptions. It is at times also big source of current trojan infections. Please uninstall them now, if any are here, before we start the cleaning procedure.
• Please stick with me until I give you the "all clear".
• If your system is running Discord, please be sure to Exit out of it while this case is on-going.

  Do these 2 steps so that ALL folders & Files are set to SHOW, plus also, Turn OFF Windows Fast start.
  1. Show-Hidden-Folders-Files-Extensions
  https://forums.malwarebytes.com/topic/299345-show-hidden-folders-files-extensions/

  2. Disable-Fast-Startup
  https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

3. The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted items from a system. This tool does not install. It is run on-demand.

This link is for the 64-bit version of MSERT.exe . Be sure you save the file first

Upon completion of the save, 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

Launch MSERT.exe
Accept the agreement terms of Microsoft
Select CUSTOM scan
Look on Scan Options & select CUSTOM scan & then select the C drive to be scanned.

Then start the scan. Have lots of patience. Once you start the scan & you see it started, then leave it be.

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 screen display. The only things that count are the End result at the end of the run.
Again, any on-screen display about repeat 'infection' is not to be relied on. Ignore those.
We only rely on the end result that is on the log-report-file.

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

The log is named MSERT.log

the log will be at

Windows\debug\msert.log
Please attach that log with your reply

It is normal for the Microsoft Safety Scanner to show 'detections' during the scan process on the screen itself.

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.

PS. When you get a moment, attach a copy of this file C:\Users\Lenovo\_readme.txt

Edited October 28, 2023 by Maurice Naggar

[Maurice Naggar]

Hello @_Marco_ Please provide me a status about the run of Microsoft Safety Scanner.

[Maurice Naggar]

Due to the lack of feedback, this topic is closed to prevent others from posting here.

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 topic. Other members who need assistance please start your own topic in a new thread.

Tips to help protect from infection

Thanks