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[ RESOLVED ] Windows Defender does not finish the scans and Malwarerebytes has many erro


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  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

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-The Malwarebytes Forum Team

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8 minutes ago, gallehevia said:

Hello.

If they use the same Malwarebytes Plus license

Uninstall Malwarebytes Privacy

Then install the offline installer of version 5 which includes the VPN. https://downloads.malwarebytes.com/file/mb5_offline


Restart the computer after the install.

Then get a new set of logs.

 

Edited by Porthos
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  • Root Admin

Hello @gallehevia

Please RESTART the computer and get me new, fresh logs.

 

Scan with SecurityCheck by glax24
https://forums.malwarebytes.com/topic/307301-scan-with-securitycheck-by-glax24/

 

Scan with FSS Farbar Service Scanner
https://forums.malwarebytes.com/topic/306736-scan-with-fss-farbar-service-scanner/

 

Scan with Farbar Recovery Scan Tool
https://forums.malwarebytes.com/topic/306601-scan-with-farbar-recovery-scan-tool/

 

Create an Autoruns Log:

  • Please download Sysinternals Autoruns from here:   https://docs.microsoft.com/en-us/sysinternals/downloads/autoruns
  • Save Autoruns.zip to your computer. Then locate it and extract it to a new folder where you can find and run it.
  • Once it starts you may not be able to easily stop the scan but you can try to press the Escape key on your keyboard.
  • Once scanning is stopped, click on the Options menu at the top of the program and select Scan Options... 
  • Then place a check mark on the following items Verify Code Signatures, Check VirusTotal.com, and Submit Unknown Images
  • Then click the Rescan button. Agree to the VirusTotal EULA
  • NOTE: You must allow AutoRuns to run for at least 20 minutes to complete the VirusTotal scan. If you attempt to save the file sooner it will not be complete
  • Once the new scan has been completed, please click on the File button at the top of the program and select Save, or use the Save icon, and save the Autoruns.arn file to your desktop and close Autoruns.
  • Right-click on the Autoruns.arn file (it will typically be the name of your computer) on your desktop or where you save it, and hover your mouse over Send To and select Compressed (zipped) Folder
  • Attach the Autoruns.zip folder (your computer name.zip) you just created to your next reply.

 

 

image.png

 

Thank you

 

 

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4 hours ago, AdvancedSetup said:

Hola@gallehevia

REINICIA la computadora y obtén registros nuevos y actualizados.

 

Escanee con SecurityCheck de glax24

 

 

Escanee con el escáner de servicio FSS Farbar

 

 

Escanee con la herramienta de escaneo Farbar Recovery

 

 

Cree un registro de ejecución automática:

  • Descargue Sysinternals Autoruns desde aquí:   https://docs.microsoft.com/en-us/sysinternals/downloads/autoruns
  • Guarde Autoruns.zip en su computadora. Luego ubíquelo y extráigalo a una nueva carpeta donde pueda encontrarlo y ejecutarlo.
  • Una vez que comience, es posible que no puedas detener el escaneo fácilmente, pero puedes intentar presionar la tecla Escape en tu teclado.
  • Una vez que se detiene el escaneo, haga clic en el menú Opciones en la parte superior del programa y seleccione Opciones de escaneo ... 
  • Luego coloque una marca de verificación en los siguientes elementos: Verificar firmas de código , Verificar VirusTotal.com y Enviar imágenes desconocidas.
  • Luego haga clic en el botón Volver a escanear . Acepte el EULA de VirusTotal
  • NOTA: Debe permitir que se ejecuten las ejecuciones automáticas durante al menos 20 minutos para completar el análisis de VirusTotal. Si intenta guardar el archivo antes, no estará completo.
  • Una vez que se haya completado el nuevo escaneo, haga clic en el botón Archivo en la parte superior del programa y seleccione Guardar , o use el ícono Guardar , guarde el archivo Autoruns.arn en su escritorio y cierre Autoruns .
  • Haga clic derecho en el archivo Autoruns.arn (generalmente será el nombre de su computadora) en su escritorio o donde lo guarde, coloque el mouse sobre Enviar a y seleccione Carpeta comprimida (en zip).
  • Adjunte la carpeta Autoruns.zip (el nombre de su computadora.zip) que acaba de crear en su próxima respuesta.

 

 

imagen.png

 

Gracias

 

 

Hello.

I thank you as always for your help.

I attach indicated records.

greetings.

DESKTOP-6OE9CKS.zip Addition.txt FRST.txt SecurityCheck.txt FSS.txt

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  • Root Admin

Thank you for the logs. They do not show any obvious signs of infection. Al looks pretty good at this point.

Please check and verify that Windows Update works

It shows that the dosvc is not running which can possibly affect Windows Updates but it's set to manual so if called to use it should run

 

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44 minutes ago, AdvancedSetup said:

¿Puede ejecutar un análisis rápido de Windows Defender y completarlo?

 

Hello @Advanced Settings.

Windows Update works, it should be automatic.

I have done a quick scan with Windows Defender and it seems to have reached the end.

Is there an error in Malwarebytes Premium?

Thank you very much for your instructions.

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  • Root Admin

There should be no issue. Please try this

 

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall.
  • RESTART the computer after the reinstall

After the restart please do the following

  • 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

Thank you

 

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52 minutes ago, AdvancedSetup said:

No debería haber ningún problema. Por favor intenta esto

 

¿Puedes hacer lo siguiente?

  • Descargue la herramienta de soporte de Malwarebytes
  • En su carpeta de Descargas , abra el  archivo mb-support-xxxxxx.exe
  • En la ventana emergente Control de cuentas de usuario , haga clic en para continuar con la instalación.
  • Ejecute la herramienta de soporte MBST
  • En el panel de navegación izquierdo de la herramienta de soporte de Malwarebytes, haga clic en Avanzado
  • En Opciones avanzadas , haga clic en el botón LIMPIAR y siga las instrucciones en pantalla para reinstalar Malwarebytes.
  • NOTA: Tenga paciencia, ya que puede llevar un tiempo eliminarlo y reinstalarlo.
  • REINICIA la computadora después de la reinstalación

Después del reinicio, haga lo siguiente

  • Ejecute la herramienta de soporte MBST
  • En el panel de navegación izquierdo de la herramienta de soporte de Malwarebytes, haga clic en Avanzado
  • En Opciones avanzadas , haga clic en Recopilar registros.  Un diagrama de estado muestra que la herramienta está obteniendo registros de su máquina.
  • Se guardará un archivo zip llamado mbst-grab-results.zip en su escritorio; cargue ese archivo en su próxima respuesta.

Gracias

 

Hello @AdvancedSettings.
Reinstall Malwarebytes with the support tool, reboot and run the tool again to extract the Zip file.

Thank you so much.

mbst-grab-results.zip

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