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FAQ - Malwarebytes Anti-Malware won't run or failed to resolve my issues

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#1 exile360

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Posted 27 May 2011 - 02:48 PM

Greetings,

While prevention is always better than having to deal with infections after the fact, and since cleanup can often be an incredibly difficult process, the following tutorials were created to assist you with using known methods to get Malwarebytes Anti-Malware up and running when it is being prevented from doing so by the infections on your system.

Note: The below workarounds will not work in all situations and you may need expert assistance to fully clean an infected system. The following tutorials are simply to help you in getting Malwarebytes Anti-Malware up and running and to correct some common issues caused by current infections. If the below methods do not fully resolve your issues or you are not too computer savvy and would like the assistance of an expert then we advise you to follow these instructions to receive assistance with getting your system cleaned up.

Edited by exile360, 24 March 2014 - 04:36 PM.

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#2 exile360

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Posted 27 May 2011 - 02:49 PM

Use Malwarebytes Chameleon to run Malwarebytes Anti-Malware when Malwarebytes Anti-Malware won't run due to infection:

Some infections prevent Malwarebytes Anti-Malware from being able to run normally. To get around this, Malwarebytes Chameleon was created.

In order for this to work, you must already have Malwarebytes Anti-Malware version 2.0 or later already installed on your infected PC.
  • Click on START>All Programs>Malwarebytes Anti-Malware>Tools>Malwarebytes Anti-Malware Chameleon
  • Once the Help file opens, click on each Chameleon # button until you see a black DOS/command prompt window that remains open and says MBAM-chameleon ver. at the top Note: If running Windows Vista or Windows 7 you may see a User Account Control prompt. If so, click Yes.
  • Press any key to continue as it says in the window
  • Malwarebytes Chameleon will proceed to launch and update Malwarebytes Anti-Malware, so ensure that you are connected to the internet if possible and do not close Malwarebytes Anti-Malware during this process
  • Once the update is complete Malwarebytes Chameleon will then terminate any threats running in memory, which may take a while, so please be patient
  • Upon completion, Malwarebytes Anti-Malware will perform a Threat scan
  • Once the scan is complete, click on Quarantine All or select the action you want to take for each detected object and then click Apply Actions
  • If prompted to restart your computer to complete the removal process, click Yes
  • After your computer restarts, open Malwarebytes Anti-Malware and perform one last Threat scan to verify that there are no remaining threats
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.
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#3 exile360

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Posted 27 May 2011 - 02:50 PM

Use Malwarebytes Chameleon to install Malwarebytes Anti-Malware on an already infected system:

Sometimes infections will prevent Malwarebytes Anti-Malware from being installed. This is one of the issues that Malwarebytes Chameleon was created to address.
  • Download Malwarebytes Chameleon from here and extract it to a folder in a convenient location
  • Make certain that your PC is connected to the internet and then open the folder where you extracted Chameleon to and open the Windows folder within and double-click on the Chameleon CHM help file and then follow the onscreen instructions to use it. Note: If running Windows Vista or Windows 7 you may see a User Account Control prompt when clicking the buttons in the help file. If so, click Yes.
  • If the Chameleon help file itself will not open, then double-click each file one by one until you find one that works, which will be indicated by a black DOS/command prompt window
  • Follow the onscreen instructions to press a key to continue and Chameleon will proceed to download and install Malwarebytes Anti-Malware for you
  • Once it has done this, Malwarebytes Chameleon will proceed to launch and update Malwarebytes Anti-Malware, so ensure that you are connected to the internet if possible and do not close Malwarebytes Anti-Malware during this process
  • Once the update is complete Malwarebytes Chameleon will then terminate any threats running in memory, which may take a while, so please be patient
  • Upon completion, Malwarebytes Anti-Malware will perform a Threat scan
  • Once the scan is complete, click on Quarantine All or select the action you want to take for each detected object and then click Apply Actions
  • If prompted to restart your computer to complete the removal process, click Yes
  • After your computer restarts, open Malwarebytes Anti-Malware and perform one last Threat scan to verify that there are no remaining threats
If that did not work to get Malwarebytes Anti-Malware installed and running, then please try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:26 PM.

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#4 exile360

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Posted 27 May 2011 - 02:51 PM

How to use Malwarebytes Chameleon when it cannot be opened normally through the START menu:

Normally, in order to run Malwarebytes Chameleon, you would click START>All Programs>Malwarebytes Anti-Malware>Tools>Malwarebytes Anti-Malware Chameleon. Sometimes this is not possible because your START menu is inaccessible. The following methods may be used in such cases in order to launch Chameleon manually.

Method 1: Using Windows' Task Manager
  • Press Ctrl+Shift+Esc on your keyboard
  • Once Task Manager opens, click on File at the top and choose New Task (Run...)
  • Click on the Browse... button
  • Navigate to the folder where Malwarebytes Anti-Malware is installed (normally C:\Program Files\Malwarebytes Anti-Malware or C:\Program Files (x86)\Malwarebytes Anti-Malware)
  • Open the Chameleon\Windows folder
  • Click on the drop-down menu that says Programs and choose All Files
  • Double-click on the Chameleon.chm file (it will look like a help file)
  • Once the Help file opens, click on each Chameleon # button until you see a black DOS/command prompt window that remains open and says MBAM-chameleon ver. at the top Note: If running Windows Vista or Windows 7 you may see a User Account Control prompt. If so, click Yes.
  • Press any key to continue as it says in the window
  • Malwarebytes Chameleon will proceed to launch and update Malwarebytes Anti-Malware, so ensure that you are connected to the internet if possible and do not close Malwarebytes Anti-Malware during this process
  • Once the update is complete Malwarebytes Chameleon will then terminate any threats running in memory, which may take a while, so please be patient
  • Upon completion, Malwarebytes Anti-Malware will perform a Threat scan
  • Once the scan is complete, click on Quarantine All or select the action you want to take for each detected object and then click Apply Actions
  • If prompted to restart your computer to complete the removal process, click Yes
  • After your computer restarts, open Malwarebytes Anti-Malware and perform one last Threat scan to verify that there are no remaining threats
Method 2: Using your internet browser
  • Open your internet browser (for example, Internet Explorer, Firefox or Google Chrome)
  • Press the Alt key on your keyboard
  • In the menu that appears at the top, click on File and choose Open or Open File
  • In the browse window that opens, navigate to the folder where Malwarebytes Anti-Malware is installed (normally C:\Program Files\Malwarebytes Anti-Malware or C:\Program Files (x86)\Malwarebytes Anti-Malware)
  • Open the Chameleon\Windows folder
  • Double-click on the file named Chameleon or Chameleon.chm (if you do not see it, click on the drop-down menu that says Web Documents and choose All Files)
  • Once the Help file opens, click on each Chameleon # button until you see a black DOS/command prompt window that remains open and says MBAM-chameleon ver. at the top Note: If running Windows Vista or Windows 7 you may see a User Account Control prompt. If so, click Yes.
  • Press any key to continue as it says in the window
  • Malwarebytes Chameleon will proceed to launch and update Malwarebytes Anti-Malware, so ensure that you are connected to the internet if possible and do not close Malwarebytes Anti-Malware during this process
  • Once the update is complete Malwarebytes Chameleon will then terminate any threats running in memory, which may take a while, so please be patient
  • Upon completion, Malwarebytes Anti-Malware will perform a Threat scan
  • Once the scan is complete, click on Quarantine All or select the action you want to take for each detected object and then click Apply Actions
  • If prompted to restart your computer to complete the removal process, click Yes
  • After your computer restarts, open Malwarebytes Anti-Malware and perform one last Quick scan to verify that there are no remaining threats
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:28 PM.

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#5 exile360

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Posted 27 May 2011 - 02:52 PM

Malwarebytes Chameleon's help file will not open due to infection

Sometimes you are unable to open Malwarebytes Chameleon normally because help files will not open or you receive an error when you attempt to do so. In order to work around this, you may launch Malwarebytes Chameleon's executables manually.
  • Open the program folder for Malwarebytes Anti-Malware (normally C:\Program Files\Malwarebytes Anti-Malware or C:\Program Files (x86)\Malwarebytes Anti-Malware)
  • Once there, open the Chameleon\Windows folder
  • Next, double-click on each file one by one until you find one that works, which will be indicated by a black DOS/command prompt window Note: Do not attempt to open the file named mbam-killer as this file serves a different purpose and if running Windows Vista or Windows 7 you may see a User Account Control prompt when attempting to open the files. If so, click Yes.
  • Press any key to continue as it says in the window
  • Malwarebytes Chameleon will proceed to launch and update Malwarebytes Anti-Malware, so ensure that you are connected to the internet if possible and do not close Malwarebytes Anti-Malware during this process
  • Once the update is complete Malwarebytes Chameleon will then terminate any threats running in memory, which may take a while, so please be patient
  • Upon completion, Malwarebytes Anti-Malware will perform a Threat scan
  • Once the scan is complete, click on Quarantine All or select the action you want to take for each detected object and then click Apply Actions
  • If prompted to restart your computer to complete the removal process, click Yes
  • After your computer restarts, open Malwarebytes Anti-Malware and perform one last Threat scan to verify that there are no remaining threats
If that did not work to get Malwarebytes Anti-Malware installed and running, then please try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:29 PM.

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#6 exile360

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Posted 27 May 2011 - 02:53 PM

Use unhide.exe to Reveal Files and Folders Hidden by Rogue Infections:

Note: You should not run unhide.exe unless you have been infected with one of the FakeHDD\Defragmenter rogues that hide your files and Start Menu. An example of one of the rogues in this family can be seen in the below image:

main.png

Step 1:

Run Malwarebytes Anti-Malware:

Note: This step is not necessary if the rogue infection has already been removed. Also, if the infection is still present and the below method for getting Malwarebytes Anti-Malware to run does not work, please try one of the other methods in this FAQ and then proceed to Step 2
  • Download Malwarebytes Anti-Malware from here and save it to your desktop
  • Double-click on mbam-setup.exe to install Malwarebytes Anti-Malware
  • Once complete, open Malwarebytes Anti-Malware and click on the Scan Now button on the Dashboard and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Remove any threats that are detected and reboot if prompted
Step 2:

Use unhide.exe to Reveal Files and Folders Hidden by Rogue Infections:
  • Download and run unhide.exe by grinler from here
  • Once complete, you should now have all of your folders and icons visible again
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:29 PM.

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#7 exile360

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Posted 27 May 2011 - 02:54 PM

Run as and Run as administrator:

Note: For Windows XP additional steps may be required for this method to work. Please refer to this link for details.

Step 1:
  • Right-click on your browser (such as Internet Explorer, Firefox etc.) and choose Run as if using Windows XP or Run as administrator if using Windows Vista or Windows 7 and then provide your Administrator user name and password when prompted
  • Download Malwarebytes Anti-Malware from here and save it to your desktop
  • Right-click on mbam-setup.exe and choose Run as if using Windows XP or Run as administrator if using Windows Vista or Windows 7 and provide your administrative user name and password to install Malwarebytes Anti-Malware
  • Once complete, open Malwarebytes Anti-Malware and click on the Scan Now button on the Dashboard and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Remove any threats that are detected and reboot if prompted
Step 2:

Note: This step is ONLY required if the above method did not work. Choose the instructions appropriate to your version of Windows

Create a new User Account:

Windows XP:
  • Click on the START button and select Control Panel
  • Select User Accounts Note: If you do not see it, click on Switch to Category View on the left
  • Click on Create a new account
  • Give the user account a name and click Next
  • In the Pick an account type menu select Computer administrator then click on Create Account
  • Restart your computer and log into the new user account you just created and download and install Malwarebytes Anti-Malware from here
  • Open Malwarebytes Anti-Malware and run a Threat Scan and remove any detected threats and reboot if prompted
Windows Vista:
  • Click on the Start vista-7-start.png button and select Control Panel
  • Select User Accounts and Family Safety
  • Select Add or Remove User Accounts under User Accounts
  • Click on Create a new account
  • Give the user account a name and select Administrator for the type of account
  • Click on Create Account
  • Restart your computer and log into the new user account you just created and download and install Malwarebytes Anti-Malware from here
  • Open Malwarebytes Anti-Malware and run a Threat Scan and remove any detected threats and reboot if prompted
Windows 7:
  • Click on the Start vista-7-start.png button and select Control Panel
  • Click on Add or remove user accounts which is listed under User Accounts and Family Safety
  • Click on Create a new account
  • Give the user account a name and select Administrator for the type of account
  • Click on Create Account
  • Restart your computer and log into the new user account you just created and download and install Malwarebytes Anti-Malware from here
  • Open Malwarebytes Anti-Malware and run a Threat Scan and remove any detected threats and reboot if prompted
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:30 PM.

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#8 exile360

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Posted 27 May 2011 - 02:56 PM

Use RKill to Allow Malwarebytes Anti-Malware to Run:

Step 1:

Using RKill to Terminate Malicious Processes to Allow Other Tools to Run:

Please download and run the following tool to help allow other programs to run. (courtesy of BleepingComputer.com)
There are 6 different versions. If one of them won't run then download and try to run the next one.

Note: Vista and Windows 7 users need to right click on the file and choose Run as administrator

You only need to get one of them to run, not all of them.Step 2:
  • Download Malwarebytes Anti-Malware from here and save the file to your desktop
  • Double-click on mbam-setup.exe and follow the onscreen prompts to install Malwarebytes Anti-Malware
  • Once complete, open Malwarebytes Anti-Malware and click on the Scan Now button on the Dashboard and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Remove any threats that are detected and reboot if prompted
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:31 PM.

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#9 exile360

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Posted 28 May 2011 - 01:11 AM

Alternate Methods of Starting Malwarebytes Anti-Malware:


Note: The following methods assumes that Malwarebytes Anti-Malware is already installed on your PC.


Method 1:

Using the RUN Command:
  • Press and hold down the Windows Windows_Key.png key and press the R key on your keyboard, this should bring up the Run box
  • In the Run box type mbam.exe and press Enter or click on OK Note: If Malwarebytes Anti-Malware is currently not installed, you can instead use the Browse... button and locate the setup file for Malwarebytes Anti-Malware if you've already downloaded it, if you haven't, then you can instead type or copy/paste http://malwarebytes.org/mbam-download.php into the box and press Enter or click on OK to download and run Malwarebytes Anti-Malware's setup file
Method 2:

Using Task Manager
  • Open the Task Manager by pressing Ctrl+Shift+Esc on your keyboard or by right-clicking on your taskbar (assuming it's visible) and clicking on Start Task Manager
  • Click on File at the top and select New Task (Run...)
  • In the Create New Task box type mbam and press Enter or click on OK Note: If Malwarebytes Anti-Malware is currently not installed, you can instead use the Browse... button and locate the setup file for Malwarebytes Anti-Malware if you've already downloaded it, if you haven't, then you can instead type or copy/paste http://malwarebytes.org/mbam-download.php into the box and press Enter or click on OK to download and run Malwarebytes Anti-Malware's setup file
Method 3:

Showing Hidden Files and Folders

Note: This method is useful when your files and folders have all been hidden by a rogue infection, such as the ones described here

Show Hidden Files and Folders in Windows XP:
  • Click Start and select My Computer
  • Click the Tools item from the menu at the top of the window (if you don't see Tools press the Alt key on your keyboard and it will appear)
  • Select Folder Options
  • Click the View tab and make sure 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
Show Hidden Files and Folders in Windows Vista and Windows 7:
  • Click on the Start Start_Orb.png 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
Once that is done, you should be able to open Malwarebytes Anti-Malware and run a scan to remove the infections. Reverse the above steps to set Windows to hide hidden and protected system files and folders.


If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:31 PM.

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#10 exile360

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Posted 19 June 2011 - 09:41 PM

Run exeHelper to Allow EXE's to Run:

Note: This procedure may be required if the infection has broken EXE file associations so that you see prompts such as Open With for EXE files.

Step 1:
  • Please download exeHelper to your desktop.
  • Double-click on exeHelper.com to run the fix.
  • A black window should pop up, press any key to close once the fix is completed.
  • Be sure to save the log.txt (Will be created in the directory where you ran exeHelper.com) in case you end up seeking assistance with your issue on this or any other help forum
Note: If the window shows a message that says "Error deleting file", please re-run the program

Step 2:
  • Download Malwarebytes Anti-Malware from here and save the file to your desktop
  • Double-click on mbam-setup.exe and follow the onscreen prompts to install Malwarebytes Anti-Malware
  • Once complete, open Malwarebytes Anti-Malware and click on the Scan Now button on the Dashboard and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Remove any threats that are detected and reboot if prompted
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:32 PM.

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#11 exile360

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Posted 24 January 2012 - 02:47 PM

Run Malwarebytes Anti-Malware from Safe Mode with Networking:

Step 1:

Boot into Safe Mode with Networking:
  • Restart your computer.
  • When the machine first starts again it will generally list some equipment that is installed in your machine, amount of memory, hard drives installed etc. At this point you should gently tap the F8 key repeatedly until you are presented with the Advanced Boot Options menu.
  • Select the option for Safe Mode with Networking using the arrow keys.
  • Then press Enter on your keyboard to boot into Safe Mode.
  • If prompted to choose a user account to login, click on your normal user name (not Administrator unless that is your normal user account) to log into Windows
Step 2:
  • Download Malwarebytes Anti-Malware from here and save the file to your desktop
  • Double-click on mbam-setup.exe and follow the onscreen prompts to install Malwarebytes Anti-Malware
  • Once complete, open Malwarebytes Anti-Malware and click on the Scan Now button on the Dashboard and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Remove any threats that are detected and reboot if prompted
If the above did not work, try one of the other methods listed within this FAQ.


And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:32 PM.

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#12 exile360

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Posted 24 January 2012 - 02:49 PM

Scan for rootkits using Malwarebytes Anti-Malware:
  • Open Malwarebytes Anti-Malware and click on Settings
  • Click on Detection and Protection and check the box next to Scan for rootkits
  • Click on Dashboard and then click the Scan Now button and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Note: If prompted to reboot to install the DDA driver, click Yes and allow your system to restart and wait for the program to check for any available udpates. If any are found, click "Update Now"
  • Once that is done, the Threat Scan will run automatically
  • Remove any threats that are detected and reboot if prompted
  • If your system continues to have any problems after the removal of rootkits or other malware such as lack of internet connectivity, Windows Update not functioning, the Windows Firewall remaining turned off, Windows Defender or Microsoft Security Essentials failing to run or Malwarebytes Anti-Malware's Malicious Website Protection not enabling then you may also try the following:

    Run FixDamage.exe to repair problems with Windows and other software:
    • Open the Malwarebytes Anti-Malware program folder (usually C:\Program Files\Malwarebytes Anti-Malware or C:\Program Files (x86)\Malwarebytes Anti-Malware) and open the Plugins folder
    • Double-click on the file fixdamage.exe to run the tool
    • Follow the onscreen instructions and restart your computer when the tool completes
    • If the above did not work, try one of the other methods listed within this FAQ.


      And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.

Edited by exile360, 24 March 2014 - 04:42 PM.

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#13 exile360

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Posted 24 March 2014 - 04:33 PM

If none of the instructions in these tutorials worked to fully resolve your issues then please do the following to receive free one-on-one expert assistance with cleaning your system:

Please read and follow the directions here, skipping any steps you are unable to complete. Then create a NEW topic here.
One of the expert helpers there will give you one on one assistance when one becomes available.

Please note that it may take 48 hours or more for you to receive a response in the malware removal forum, as it is often busy at times. Please do not reply to your own post asking for help unless it's been more than 48 hours since you originally posted, as this can make it appear as though you are being helped and take longer for you to get help.

If you are unable to do all or any of the steps in the link to the directions above, just post your problem into the forum in the above link anyway and someone will be able to assist you.

If you prefer to be assisted via email you may contact Malwarebytes Consumer Support and one of our support staff members will assist you directly.

If you are a reseller, affiliate, technician, corporate, business, educational, government or non-profit customer then please contact Malwarebytes Business Support and include full contact details along with your Cleverbridge order Reference # when you do to ensure that you receive prompt assistance.

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And remember, an ounce of prevention is worth a pound of cure. Next time keep yourself from getting infected in the first place by adding Malwarebytes Anti-Malware Premium to your current security setup to keep these infections from getting to your systems.
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