5 replies to this topic

[desertfly]

please help.

I have the latest version and my icon starts up blue and then go's gray. I have did a clean uninstall and reinstalled. all is good until I reboot, then the same thing happens starts blue (active) then go's to gray.

I have xp sp3 with Microsoft security essentials. I have attached some logs to view.


regards, robert

Attached Files

•  protection-log-2013-02-10.txt   8.5K   15 downloads
•  protection-log-2013-02-11.txt   1.62K   11 downloads
•  protection-log-2013-02-12.txt   4.27K   12 downloads

[Firefox]

Hello and

Sorry to hear your having issues...

Sometimes a clean install may correct the issue you are having, let’s try that first and see if that helps.

Please go the following pinned topic located ==> HERE <== and let us know if this corrects the issue for you or not.

[desertfly]

I will try one more time. I did A clean install and when i rebooted the protection went to grey.

[Firefox]

Did you run the mbam-clean tool?

Please post an mbam-check log:

Create an mbam-check log:

• Download mbam-check.exe from here and save it to your desktop
  
• Double-click on mbam-check.exe to run it, it should then open a log file
  
• Please attach the CheckResults.txt file which should now be located on your desktop to your next reply

Next, Please run the following scanner and send back the logs.

Download DDS from one of the locations below and save to your Desktop
dds.scr
dds.com


Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.
How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once downloaded you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.
Then double click dds.scr or dds.com to run the tool, on Vista or Win 7 right click and select Run as administrator
Click the Run button if prompted with an Open File - Security Warning dialog box.
A black DOS console should open and run for a moment.

When done, DDS will open two (2) logs:

• DDS.txt
  
• Attach.txt

• Save both reports to your desktop
  
• Please include the following logs in your next reply: DDS.txt and Attach.txt
  
  You can ignore the note about zipping the Attach.txt file in most cases.

[desertfly]

firefox, thank you for helping me out.

i have attached the request logs. hope it helps.

robert.

Attached Files

•  attach.txt   12.31K   39 downloads
•  CheckResults.txt   27.46K   14 downloads
•  dds.txt   7.34K   11 downloads

[Firefox]

If the clean install did not resolve the issue then please contact Consumer Support, or, if you are a business, educational, technician or non-profit customer, then please contact Corporate Support (make sure to include your order number if contacting Corporate Support), and one of our Support team members will assist you promptly.

Thanks