No auto load of program, system protect or auto update

[solus2sail]

II'm opening a new issue although it's the same.

It appears I spoke too soon in saying the program was loading automatically, system protection remained on and program auto updated.

I fired up the computer this morning and it was as if there were no change to my previous problems.

MWB doesn't load with system start. When manually started, system protect is off. Program doesn't auto update.

I was advised to uninstall the program and reinstall which seemed to do it after a couple of reboots.

Today the same problems return to haunt me.

[Mainard]

Hello there Solus2Sail,

If you could please, provide me with an OTL log.

Please Download OTL to your Desktop:

To Use OTL:

• Get OTL From

HERE
Double click on the icon to run it. Make sure all other windows are closed and to let it run uninterrupted.
OTL should now start. Change the following settings
Change Drivers to All
Change Standard Registry to All
Under File Scans, change File age to 30
Click the Run Scan button. Do not change any settings unless otherwise told to do so. The scan wont take long.
When the scan completes, it will open two notepad windows. OTL.Txt and Extras.Txt (first run only). These are saved in the same location as OTL.
Please attach (copy/Paste) these 2 files in your next reply.

[solus2sail]

Thanks for responding Mainard. I downloaded and ran the file as you instructed.

Both output files are attached.

Extras.Txt

OTL.Txt

[Mainard]

Hello Solus2Sail,

Could you please attach the protection log within MBAM on the times that PM does not start with Windows.

Do you have exclusions set within your Norton services? If not, we have instructions within our FAQ Located HERE

Thank you very much!

[solus2sail]

I could not find a log file. I looked in the main program folder as well as in the app data folder. In Paul>AppData>Roaming>Malwarebytes>Anti-Malware>Logs there is nothing.

I have deleted the program twice in the last two days using mbam-clean.exe and reinstalled fresh.

I have set the exclusions in Norton antivirus following the instructions I found in the MBAM web site FAQ.

[Mainard]

Did this issue occur Today? If so, replying with today's Protection log will be great

Also, using MBAMclean.exe will delete all of your log files.

thank you!!!

[solus2sail]

OK, I was looking in the wrong place for the log files. I found them in c:/>ProgramData>Malwarebytes>Anti-malware>logs

protection-log-2011-03-23.txt

protection-log-2011-03-22.txt

[Mainard]

Solus2Sail,

Please check your PM. Changing the service start from automatic(delayed) to automatic should provide the result you are looking for.

Please let me know.

Thank you!

[solus2sail]

I don't know if you did it or me but I changed my settings to allow for RTF and upload progress. I came back here and I have attachment capabilities again.

I'm sending you three MBAM Check. 1. is before running MBAMFixStartUp, #2 is after running running the program. # ! and 2 are both 29.4kb

#3 is one from yesterday that appears to be different by a couple by 2kb (29.2kb).

Edited March 24, 2011 by Mainard
Removed Files

[Mainard]

Hello Solus2Sail,

Please read your PM, did MBAM start-up automatically on any of the system restarts?

Now, can you run MBAM-clean.exe. Please temporarily uninstall/disable PC-Tuneup. also, temporarily disable all of your security software before installing the fresh copy of MBAM.

Apply your Id/Key and enable Protection Module. Then restart your system. MBAM should then automatically start With Windows.

thank you!

[solus2sail]

I think we're making progress. I disabled Norton AV and shut down as much of TuneUp Utilities as I could. It appears you can't just shut down version 2011 completely.

I reinstalled MBAM turned on protection and rebooted the computer. two reboots were sucessful with MBAM showing up in the system tray.

I then enabled Norton AV and rebooted again. This time MBAM did not start. It appears the problem is a compatibility issue with Norton Security Suite.

[Mainard]

Hello solus2sail,

Please follow these directions to set exclusions:

Show Hidden Files and Folders in Windows Vista and Windows 7:

• Click on the Start button and select Computer
  
• Press the Alt key on your keyboard and click on Tools
  
• Select Folder Options
  
• Click the View tab and make sure that Show hidden files and folders is selected under Hidden files and folders
  
• Next, uncheck the box next to Hide protected operating system files (Recommended)
  
• Then, uncheck the box next to Hide extensions for known filetypes
  
• Click Apply then click OK
  

Set Exclusions for Malwarebytes' Anti-Malware in Norton Internet Security 2011:

1. Open Norton Internet Security and click on Settings at the top
   
2. Click on Computer Settings
   
3. Click Configure [+] to the right of Items to Exclude from Auto-Protect and SONAR
   
4. Click Add
   
5. Make sure that Include subfolders is checked in the small Add Item window
   
6. Click the small folder icon to the right of the blank white space
   
7. In the Browse for Folder window that opens, navigate to C:\Program Files
   
8. Click once on Malwarebytes' Anti-Malware to highlight it and click on OK
   
9. Click OK and verify that in the box under The following items are ignored by both Auto-Protect and SONAR: it says C:\Program Files\Malwarebytes' Anti-Malware
   
10. Repeat steps 4-9 for the following files and folders:
    
    • C:\Documents and Settings\All Users\Application Data\Malwarebytes Note: On Vista and 7 this will be C:\ProgramData\Malwarebytes
      
    • C:\Windows\System32\drivers\mbam.sys
      
    • C:\Windows\System32\drivers\mbamswissarmy.sys
      

[*]Once you have all of those items in your list, click on Apply then click on OK to close that window and then click Apply and OK to close the Settings window

[*]Close the Norton Internet Security window

Reset Hidden Files and Folders in Windows Vista and Windows 7:

• Click on the Start button and select Computer
  
• Press the Alt key on your keyboard and click on Tools
  
• Select Folder Options
  
• Click the View tab and make sure that Do not show hidden files and folders is selected under Hidden files and folders
  
• Next, check the box next to Hide protected operating system files (Recommended)
  
• Then, check the box next to Hide extensions for known filetypes
  
• Click Apply then click OK
  

Set Exclusions for Norton Internet Security in Malwarebytes' Anti-Malware:

• Open Malwarebytes' Anti-Malware and click on the Ignore List tab
  
• Click the Add button on the lower left
  
• In the small browse window that opens, navigate to C:\Program Files and click once on Norton Internet Security and click OK
  
• Close Malwarebytes' Anti-Malware
  

If you have any questions please do not hesitate to ask. Thank you very much!

[solus2sail]

Hi Mainard,

Sorry for the long delay but I didn't receive a notification that a message was waiting. I should have checked but I thought you might be taking a much deserved day off.

I followed all the instructions with a glitch or two.

I was not able to add the folder in Norton c:\users\allusers as it's locked. I did add the folder in c:\users\paul\roaming\malwarebytes

I then set the exclusions you suggested in Norton adding to those I found on the MBAM web site. My exclusions now look like this

win\sys32\drivers\mbam.sys

c:\progfiles\malwareb'anti-malware\mbamgui.exe

c:\progfiles\malwareb'anti-malware\mbam.exe

c:\users\paul\appdata\roaming\malwarebytes

c:\win\sys32\drivers\mbamswisarmy.sys

c:\progfiles\malwareb'anti-malware.exe

IN MBAM I set it to ignore c:\progfiles\nortoninternetsecurity.

I then rebooted and sadly nothing happened. I'm still in the same place

[Mainard]

Hello Solus2Sail,

• Please open Norton Security Suite.
  
• Inside the main GUI is the option to set PC Tuneup and is state Protected.
  
• Click Run Startup Manager.
  
• Ensure Malwarebytes' Anti-Malware Program is checked to on.
  

Then restart your system.

Please let me know if this allows your system starts with MBAM.

Thank you!

[solus2sail]

That option has been checked for quite some time.

While I am new to Norton Security Suite, since we began trouble shooting I've gone through every menu I could find to see if MBAM was mentioned.

I just checked again but this option is definitely checked.

[Mainard]

So I am sure on what was done: When you disable your Norton Security Suite MBAM starts up when the system boots?

Thank you!

[solus2sail]

I shut down Norton Security Suite and rebooted. MBAM does still does not start

[Mainard]

Do you still have the MBAMFixStartup.bat I gave you? After shutting down Norton, run the .bat I sent you to fix the start-up value then restart the system. Let me know if it stays on start-up a couple more times with Norton disabled. Please let me know if MBAM starts on each startup, then we can work from there.

Thank you very much solus2sail!

[solus2sail]

Please resend MBAMFixStartup I can't seem to find it on my computer.

Also can you tweak my settings to be notified when you post an answer.

For some reason I'm no longer getting these notifications.

[solus2sail]

Please disregard my last post. I found the bat file. Will post results in a few minutes.

[solus2sail]

I ran the MBAMFixStart and then restart. MBAM loaded

I did a full shutdown and normal boot but MBAM did not start.

I then tried another restart and again MBAM did not load.

This happened the first time I ran the file that MBAM started with the first reboot but not with subsequent boot ups

[Mainard]

Does this occur with Norton Disabled (and not able to run at start-up)?

[solus2sail]

Either way, Norton disabled or running, MBAM doesn't start

[Mainard]

The .bat I sent you will perform nothing if you double click on it to run. You will need to right click and select run as admin.

Please only have Norton Disabled when you do this. If we can rule out that software causing the issue that will be good. I am currently testing the other services you have running to replicate where the conflict is at start-up.

Thank you very much solus2sail!

[solus2sail]

That's just what I did. Disabled NAV, R clicked the bat file and ran as admin.