435 replies to this topic

[Mainard]

HiSpeed, on 28 December 2011 - 04:04 PM, said:

Once again, I reinstalled the old version, after a clean-up, with ZA fully running !

No need to reboot, so I'd like to know now why the new version asks a reboot?

Hello HiSpeed,

When you run the clean, it requires a restart. When you install MBAM fresh after a clean or for the first time it does not require a restart.

This is the reason why you were not prompted for a restart on the second install.

Thank you.

[LDTate]

Someone asked about free firewalls

Here's two free Firewalls. Please only choose one.

• Online Armor
  
• Outpost Firewall Free

[bearman1]

I would take one of those, I believe, so long as is compatible with Mbam.

Wonder if there's a "clean" proggie you have to perform on the ZA?

Shall check one of these puppies out.

Thanks.

I'll report back.

[FlamingoNut]

Pollyanna, on 28 December 2011 - 01:37 PM, said:

And probably lots 'o people like me with the same problem, just nodding their heads, but not bothering to post about it - or not understanding enough about the issue to post about it. Just waiting for a fix. Or some kinda response. Hello.

You have that right! I was lurking too; this update was kicking my butt. I'm glad I came to the right place to research and am grateful that it's just not me. I'm running Windows XP SP3 with Zone Alarm (free), Norton Antivirus, & MB Pro. The update required a reboot, and that's when the problems started. Norton would disable, MB told me my updates were 3 days old, but I couldn't click on anything; frozen solid. Thankfully I had a backup method (laptop) and found this thread. I restarted the XP in safe mode and used Ccleaner to disable MB on startup and rebooted. Norton had been turned off, by MB I'm guessing since I saw it was disabled upon the frozen reboot. Now I'll be off to filehippo to find the older version, if that's doable. Guess I'll be bookmarking this thread to keep on top of this nightmare. Thanks everyone for the "support", and restoring my sanity, as much as can be expected

[LDTate]

Did you try running the Clean-Uninstall before installing the latest?

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    
  • Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.
    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.

[AdvancedSetup]

SirStrider, on 28 December 2011 - 11:59 AM, said:

I just zipped both dds.txt and attach.txt into one file.

I've also reported this to support.

dds - attach txt files.zip

@SirStrider ONLY!!

Your system appears to be infected or running an unknown hidden service file. Please follow the directions below to have someone assist you in detection and removal of possible malware.


Here are the steps needed to get your computer cleaned....
Please read the following so that you can begin the cleaning process:

Don't use any temporary file cleaners unless requested - this can cause data loss and make recovery difficult

You have 3 Options that you can choose from as listed below:

• Option 1 —— Free Expert advice in the Malware Removal Forum
  
• Option 2 —— Paying customer -- Contact Support via email
  
• Option 3 —— Premium, Fee-Based Support

OPTION 1

[indent]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.
  
• 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.
  
  
  [indent]

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.[/indent]

[/indent]
OPTION 2

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

OPTION 3

[indent]If you would like to use our Malwarebytes Premium Services, Comprehensive solutions to all your computer support needs—from installation and set-up to troubleshooting and tune-ups go to our Malwarebytes Premium Services support site.


Please be patient, someone will assist you as soon as possible.[/indent]

PS: Please use the "Add Reply" button not the Reply button when you start replying.

[AdvancedSetup]

Okay, in reviewing now about 4 different threads of topics on this issue here are the observations.

• With over 50 million downloads {edit - server admin tells me it was over 85 million this year alone} of our program this year and well over 1 million downloads of this update so far the amount of reported issues is very low.
  
• Most cases where an issue is not resolved is because the user has not run the mbam-clean utility as requested and rebooted, then installed the new version of the program.
  
• There was an issue with Avast but Avast has now corrected the issue on their end so update Avast if you're using Avast and still having an issue.
  
• There are a few users with Zone Alarm that are having an issue as well. Currently there is no available fix. If you wish to run ZoneAlarm you will not be able to use our Protection Module until a fix for ZoneAlarm is found. We are currently still investigating it. It seems that Privacy Firewall may also be exhibiting this issue and needs a fix or workaround as well
  
• Some computers are actually infected and the infection has probably prevented the update. In which case you need to seek help in the forum below to seek help with cleaning your computer.

If you're having an issue with the update and you're not running ZoneAlarm or Privacy Firewall then you must run the MBAM-CLEAN utility and reboot your computer. Make sure you tell or allow your Anti-Virus it's okay to run mbam-clean.exe


#1 Please do the following:

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    
  • Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.
    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.

IF you are not running Zone Alarm or Privacy Firewall and the above clean procedure did not help you then you may well be infected. You can start by posting a set of DDS scan logs and we might be able to determine if you need further assistance in the HJT forum.

[indent]Download DDS and save it to your desktop
http://download.bleepingcomputer.com/sUBs/dds.scr

Disable any script blocker if your Anti-Virus/Anti-Malware has it.
Once downloaded you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.
Then double click dds.scr to run the tool.
When done, the DDS.txt will open.
Click Yes at the next prompt for Optional Scan.

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

[/indent]





If you think you are infected, here are the steps needed to get your computer cleaned....
Please read the following so that you can begin the cleaning process:

Don't use any temporary file cleaners unless requested - this can cause data loss and make recovery difficult

You have 3 Options that you can choose from as listed below:

• Option 1 —— Free Expert advice in the Malware Removal Forum
  
• Option 2 —— Paying customer -- Contact Support via email
  
• Option 3 —— Premium, Fee-Based Support

OPTION 1

[indent]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.
  
• 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.
  
  
  [indent]

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.[/indent]

[/indent]
OPTION 2

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

OPTION 3

[indent]If you would like to use our Malwarebytes Premium Services, Comprehensive solutions to all your computer support needs—from installation and set-up to troubleshooting and tune-ups go to our Malwarebytes Premium Services support site.


Please be patient, someone will assist you as soon as possible.[/indent]

PS: Please use the "Add Reply" button not the Reply button when you start replying.

[Amethyst]

LDTate, on 28 December 2011 - 04:50 PM, said:

Someone asked about free firewalls

Here's two free Firewalls. Please only choose one.

• Online Armor
• Outpost Firewall Free

Just to let you know, my laptop with the Outpost free firewall (2009) had problems with the update. I used the mbam clean tool and reinstalled with Outpost set to Rules Wizard (learning mode) and that seemed to do the trick.

[Bazinga]

LDTate, on 28 December 2011 - 05:31 PM, said:

Did you try running the Clean-Uninstall before installing the latest?

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    
  • Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.
    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.

For the record, following these steps worked for me. Thank you!

Windows XP SP3
avast! Free Antivirus
IObit Advanced SystemCare Pro
Windows Firewall + Cisco Linksys E1000 Wireless Router

[AdvancedSetup]

Thank you for the follow-up post Bazinga

Bazinga, on 28 December 2011 - 06:20 PM, said:

IObit Advanced SystemCare Pro

Just so you're aware of IObit - completely up to you though if you do wish to use their products.

[Bazinga]

AdvancedSetup, on 28 December 2011 - 06:36 PM, said:

Thank you for the follow-up post Bazinga



Just so you're aware of IObit - completely up to you though if you do wish to use their products.

Well, that stinks!

Oops! I have Windows XP SP3 Media Center Edition, if that makes any difference.

[AdvancedSetup]

Please see post #67 which in most cases should correct the issue for you.

[Tim434343]

I ran mbam-clean.exe and it fixed the problem right up on my XP machine. Thanks!

[Pema]

Similar problem for me with the update to the new 1.60.0.1800 version.
BUT I am running XP Pro SP3 with Microsoft Security Essentials and Comodo Firewall with Defense Plus. After the update Malwarebytes free can not start but gives error messages. I uninstalled using RevoUninstaller and rebooted and ran Ccleaner and cleaned out some remaining registry entries. Then I downloaded the new latest version 1.60.0.1800 and did a clean install. But even after this clean install the same problem occurred with the program not starting up and giving some error message. So it is not ZoneAlarm or Avast that's causing these problems but this latest version of Malwarebytes which is faulty. I uninstalled the program and I'll watch for a fixed version before installing again. Please don't just look for some compatibility issue with ZomeAlarm or Avast the problem lies clearly within this latest version of Malwarebytes. I hope this info helps in resolving this issue.

[AdvancedSetup]

Pema, on 29 December 2011 - 05:08 AM, said:

Similar problem for me with the update to the new 1.60.0.1800 version.
BUT I am running XP Pro SP3 with Microsoft Security Essentials and Comodo Firewall with Defense Plus. After the update Malwarebytes free can not start but gives error messages. I uninstalled using RevoUninstaller and rebooted and ran Ccleaner and cleaned out some remaining registry entries. Then I downloaded the new latest version 1.60.0.1800 and did a clean install. But even after this clean install the same problem occurred with the program not starting up and giving some error message. So it is not ZoneAlarm or Avast that's causing these problems but this latest version of Malwarebytes which is faulty. I uninstalled the program and I'll watch for a fixed version before installing again. Please don't just look for some compatibility issue with ZomeAlarm or Avast the problem lies clearly within this latest version of Malwarebytes. I hope this info helps in resolving this issue.

There are 49 individual posts that I was able to find (your post actually now makes 50) - those not resolved have been either no follow-up reply or they are using Zone Alarm. There is 1 post with Privacy Firewall. There was another similar post only with Outpost firewall and setting it to training mode seemed to fix for them.

As for Avast, yes it was an issue that Avast fixed very quickly once we reported it to them and it is no longer an issue.


The issue appears to be something to do with how the firewalls are probably binding to the network card. You may be able to review the settings in Comodo Firewall and check the logs and see if you can get Comodo to work with MBAM.


Please see the following post for more information on this issue.

Currently there is an issue with Zone Alarm and until a fix is found you will need to either disable the protection module in MBAM Pro or use another Firewall product.
We are currently investigating the issue with Zone Alarm. I will report this issue with Comodo to our QA department as well but if you can do some testing on your own and let us know if you do get it fixed and how that would be great.

Thank you.

[noknojon]

File Hippo early version of MBAM

For any people interested - - -

Quote

Similar problem for me with the update to the new 1.60.0.1800 version.
BUT I am running XP Pro SP3 with Microsoft Security Essentials and Comodo Firewall

My system exactly - I was one of the first to test the new version and I have had no problems at all -

[Pema]

Just to clarify, I have been running this combination of Microsoft Security Essentials, Comodo Firewall plus and an installation of Malwarebytes free which I use for regular manual scans without any problems for years now.
Today, during the update process as well as during the clean install which I did as a second attempt, Comodo Firewall with Defense Plus did not post any partially limited or fully limited unrecognized files or processes. This is what Comodo Firewall would display in case there were any issues, therefore I really think that these latest update problems do not lie in the area of some compatibiliy problems with one or another firewall or a specific antivirus application. I did not look for reports about update issues on windows vista or windows 7 systems -- maybe this latest update does not work with XP3...?
The previous version 1.51.2.1300 was working flawlessly and since I kept that setup exe, I might install it again until a new working update becomes available. Thank you for all your work in finding a solution and good luck.

[Pema]

I decided to give it one more try and to follow the advice to download and run mbam-clean.exe, restart and then do a clean install of a newly downloaded installation exe. and now my new installation is working!
So thank you for these suggestions and I'm glad my setup is working.
BUT for the casual, non techie Malwarebytes user, who only is familiar with the automatic updates and won't go to some tech forums, this must be a major headache!
I'm wondering what glitch and what left over files this mbam-clean.exe is taking care of?

[Maurice Naggar]

@Pema,

Thank you for that last update. I was on the verge of asking you to run DDS report for review.
FYI, I've been running MBAM PRO & MSE on one of my XP systems for several years now without issues, although just using Windows native firewall. Without issues.

Just for curiousity's sake, how much RAM in your XP system?

Good to hear your system is doing well.

[LarkBea]

Another XP user here with problems after the last update.

I have 3GB of RAM, SP3 installed
Antivirus: Avira personal v.12
Windows Firewall

MBAM crashes to the desktop when trying to open.





I have done as advised for other users (uninstalled, run the removal tool, rebooted, reinstalled) and having the same issue.

For now, I will be uninstalling it again and watching the forum for a fix.