Unable to Run Malwarebytes

[actsmith]

Dear Malwarebytes:

I have been experiencing some strange changes with my laptop, and so decided to download your program to fix the problem. Unfortunately, I downloaded, but have not been able to run the program. I found a post by a previous user that experienced a similar problem about two years ago and used advanced setup techniques to work around it. I have followed the instructions, but unfortunately, I was unable to complete the process because I was unable to find the file that I'm supposed to delete:

TDSSserv.sys

Here's the post:

"Hello Eddie and Welcome to Malwarebytes

Please try the following routine to see if you can get Malwarebytes to run.

[Firefox]

Hello and

First off, it is not wise to follow instructions from the HJT section of the forum because the helpers in that section are working specifically with that user and running any tools or procedures may damage your computer because they were not written for your specific case (I.E. that is why you could not find the file TDSSserv.sys for example).

What type of errors are you getting when you try to install the Malwarebytes program?

Are you showing signs of infections?

[actsmith]

Hello and

First off, it is not wise to follow instructions from the HJT section of the forum because the helpers in that section are working specifically with that user and running any tools or procedures may damage your computer because they were not written for your specific case (I.E. that is why you could not find the file TDSSserv.sys for example).

What type of errors are you getting when you try to install the Malwarebytes program?

Are you showing signs of infections?

I do believe what I'm seeing may be signs of infection. Beginning on Sunday, my laptop (an Acer Aspire) stopped shutting down properly. The shutdown process begins, and the little wheel that indicates the machine is processing begins to turn....but it just keeps on turning. The shutdown never happens.

I tried to do a system restore, but because I can't shutdown, the restore was impossible to complete.

I ran a full Norton scan once, but for some reason never saw the output. I think the laptop timed out or went to sleep. I restarted, and when I tried to launch Norton, I was unable to. I clicked a number of times but the program never launched. I tried again some time later, but no launch.

I was also unable to launch IE from the desktop icon a few times, though it seems to be working fine now.

[Firefox]

I recommend you have the experts take a look over you computer, they will have you run some tools and see in fact if you have some infections there and help you clean it up.

Please read the following so that you can begin the cleaning process:

As we don't deal with malware removal in the General Malwarebytes' Anti-Malware Forum, you need to start a topic in the Malware Removal forum so a qualified helper can help you fix any malware related problems/infections you may have.

• Please read and follow the directions here, skipping any steps you are unable to complete. Then post a NEW topic here.
  
• After posting your new post, make sure under options, you select Track this topic and choose Immediate Email Notification, so that you're alerted when someone has replied to your post.
  
• One of the expert helpers there will give you one-on-one assistance when one becomes available.
  
• Please refrain from making any further changes to your computer (Install/Uninstall programs, use special fix tools, delete files, edit the registry, etc...) unless advised by a malware removal helper. Doing so can result in system changes which may hinder the attempts by a helper to clean your machine.
  

NOTE: Please DO NOT post back to (bump) your topic within the first 48 hours.

Replying to your own posts changes the post count and helpers are looking for topics with zero replies. If you reply to your own post helpers may think that you're already being helped and thus overlook your post.

• • If there is no reply from any experts after 48 hours, you can reply to the topic, asking for help again.
    Or
    
  • You may send a Private Message to a Moderator asking for assistance.
    

Alternatively, as a paying customer, you can contact the help desk at support@malwarebytes.org or here.

Please be patient, someone will assist you as soon as it is possible.

PS: Please use the "ADDREPLY" button instead of other ones when you start replying.