Common issues and questions, and their solutions

1. ISSUE: Freezing or disappearing program issues with Trend Internet Security Pro
   SOLUTION: Follow the directions posted here - if possible adapt to your version of Trend as needed.
   Further information from Trend on the subject.
   
2. ISSUE: Freezing or disappearing program issues with McAfee VirusScan Enterprise
   SOLUTION: Follow the directions posted here - if possible adapt to your version of McAfee as needed.
   
3. ISSUE: I have an Anti-Virus/Internet-Security other than TrendMicro and McAfee
   Here are links to assist with Kaspersky: Kaspersky Internet Security 2009 Kaspersky Internet Security 2010
   SOLUTION: Check your Anti-Virus/Internet-Security application to see if you can add exclusions for specific applications/files to ignore. You may need to contact their technical support or check their support website for instructions. You will need to set your Anti-Virus/Internet-Security to ignore/exclude the following files:
   
   • C:\Program Files\Malwarebytes' Anti-Malware\mbam.exe
     
   • C:\Program Files\Malwarebytes' Anti-Malware\mbamgui.exe
     
   • C:\Program Files\Malwarebytes' Anti-Malware\mbamservice.exe
   
   
4. ISSUE: I need to get the latest database onto a computer that cannot access the Internet.
   SOLUTION: You can manually copy the database from a working computer using a flash drive or CD onto the infected PC. Our database file is stored in the following locations.
   
   • Windows XP and 2000
   • C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
   • Windows Vista and Windows 7:
   • C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
   You can also download a manual update from here - NOTE: This manual update will always be way behind in version level compared to updates from within the program
   
5. ISSUE: When I try to run Malwarebytes' Anti-Malware, or when I try to install it, nothing happens.
   SOLUTION: Here are a few tutorials you can try to help resolve these issues:
   
   • MBAM won't run(Fix), SystemSecurity
   • MBAM wont install or will not run., CLB Rootkit driver=TDSS/Seneka/GAOPDX/UAC/ovfst/kungsf/SKYNET/MSIVX
   • MB won't run(Fix) - Total-Security (FakeAlert)
   • MBAM wont run (Fix) - av360 (Fakealert)
   
   
6. ISSUE: I'm not sure how to register Malwarebytes' Anti-Malware
   SOLUTION: Registration is only required when you have purchased a license. If you have purchased a license, please open Malwarebytes' Anti-Malware, click on the 'Protection' tab, click on the 'Register' button, and then enter the ID and Key that were given to you when you purchased the program.
   
7. ISSUE: After purchasing, when I enter my ID and Key, I am told that my ID and Key are invalid.
   SOLUTION: Follow these procedures as outlined below.
   
   • Uninstall Malwarebytes' Anti-Malware using Add/Remove programs in the control panel.
   • Restart your computer (very important).
   • Download and run this utility. mbam-clean.exe
   • It will ask to restart your computer (please allow it to).
   • 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
     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. 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.
   
   
8. ISSUE: I'm unable to update Malwarebytes' Anti-Malware it either does nothing or I get an error 732
   SOLUTION: Please first try the following and if that does not work then review one of the post for setting exclusions to Malwarebytes' Anti-Malware in your Anti-Virus/Internet-Security/Firewall applications
   
   This routine will confirm that Internet Explorer is set to the Online mode.
   • Click on START - RUN and Copy/Paste the following into the run line (On Vista you can use the Search line) and click OK
     
     CODE
     REG ADD "HKCU\Software\Microsoft\Windows\CurrentVersion\Internet Settings" /v GlobalUserOffline /t REG_DWORD /d 0 /f
   
   
9. ISSUE: When I try to Start Protection I get an error code 1073
   SOLUTION: Please follow the same instructions for #7 (After purchasing, when I enter my ID and Key, I am told that my ID and Key are invalid.)
   
10. ISSUE: I've ran a scan with Malwarebytes' Anti-Malware and it says something is infected but I don't think it is
    SOLUTION: Before reporting a false positive, you need to save a log in developer mode. This will allow us to figure out how the false positive came to be. Simply follow these directions.
    
    • Click the Start Menu
    • Click Run (On Vista/Windows 7 you can type in the search line)
    • Type in "mbam.exe /developer", without the quotes
    • Run the same type of scan you did before and save the logfile and post it in a NEW post here
    
    
11. ISSUE: I would like to manually modify Malwarebytes' Anti-Malware settings by Command Line
    SOLUTION: Please review the post here on using the Command Line
    
12. ISSUE: I'm not sure if I am infected or Malwarebytes' Anti-Malware keeps finding the same infection over and over, what should I do?
    SOLUTION: Please read and follow the directions posted here
    
13. ISSUE: I'm having other PC issues, are there any other self help articles?
    SOLUTION: Yes, please review the post here
    
14. ISSUE: The self help articles are nice but I need a little more guidance or support for non Malware related PC issues
    SOLUTION: We have a forum for that as well. Please post questions or answer posts not related to Malware here
    
15. ISSUE: I'm getting a Runtime error 0 and 440 automation error.
    
    
    
    SOLUTION: Please do the following to see if it fixes the error:
    
    • Please copy and paste the following text in the Code box exactly as written into notepad (not wordpad or any other text editor):
      
      CODE
      regsvr32 "C:\Program Files\Malwarebytes' Anti-Malware\mbamext.dll"
      regsvr32 "C:\Program Files\Malwarebytes' Anti-Malware\ssubtmr6.dll"
      regsvr32 "C:\Program Files\Malwarebytes' Anti-Malware\vbalsgrid6.ocx"
    • Once you've done that click on File and select Save As...
    • In the Save dialogue box click on the drop down menu next to Save as type and select All Files
    • Name the file MBAM Fix.bat (the .bat extension is very important)
    • Save the file to your desktop and double click it to run it on XP. For Vista please right click on it and choose Run As Admin
    • Click OK to each of the 3 dialog boxes that should show a success message for each file registered
    • If you get an error that REGSVR32 "is not recognized as an internal or external command, operable program or batch file", then ensure that the file REGSVR32.EXE exists in the %WINDIR%\SYSTEM32 folder. If it's not found there you can copy if from another Computer running the same operating system and service pack level.
    
    If that doesn't fix it then please download and install the Microsoft Visual Basic Common Controls from here to see if it helps.

This list helps explain some common Malwarebytes’ Anti-Malware error codes

The following error codes apply to the main Malwarebytes’ Anti-Malware program and not the registered Protection Module.
The Protection Module (only available in the registered version) only uses the Windows System Error codes and logs them to the Windows Event Logs
It is possible to see just an error 7xx or 7xx (1, 2) The 7xx error code is for MBAM only and is not a Microsoft System or VB error code.
Format: 7xx (1, 2)

7xx: MBAM Error codes

• Error 700: Error occurred using the command line. Parameters may be incorrect.
• Error 701: The database was empty. Please reinstall the application.
• Error 702: Error occurred expanding variables. Contact support.
• Error 703: Error occurred expanding variables. Contact support.
• Error 704: Encryption of files has failed. Contact support.
• Error 705: Decryption of files has failed. Contact support.
• Error 706: Error loading the ignore list. Please delete ignore.dat.
• Error 707: Error during enumeration of languages. Please reinstall the application.
• Error 708: Error loading selected language. Please reinstall the application.
• Error 709: Error implementing language. Contact support.
• Error 710: Error implementing language. Contact support.
• Error 711: Error implementing language. Contact support.
• Error 712: Error implementing language. Contact support.
• Error 713: Error implementing language. Contact support.
• Error 714: Error translating item. Please reinstall the application.
• Error 715: Could not find the module handler. Please reinstall the application.
• Error 716: Could not find the database, user declined to download manually.
• Error 717: Database failed to download correctly. Please reinstall the application.
• Error 718: Could not load the MD5 hash generator. Contact support.
• Error 719: The operating system is not supported.
• Error 720: An unknown error occurred during the memory scan. Contact support.
• Error 721: An unknown error occurred during filesystem enumeration. Contact support.
• Error 722: An unknown error occurred during the memory scan. Contact support.
• Error 723: Could not find the SwissArmy driver. Please reinstall the application.
• Error 724: An error occurred loading the quarantine. Contact support.
• Error 725: Could not restore a quarantined file. The file may be corrupt.
• Error 726: Error restoring registry value from quarantine.
• Error 727: An unidentified item was found in the quarantine.
• Error 728: Unable to load the log file list. Try deleting the Logs folder.
• Error 729: Error retrieving special folders. Contact support.
• Error 730: Unable to load the database. Please reinstall the application.
• Error 731: Adding item to results list failed. Contact support.
• Error 732: Error updating the database or product. Check Internet connectivity.
• Error 339: Component 'comctl32.ocx' not correctly registered: file is missing or invalid.
  Solution: Download and install: Microsoft Visual Basic 6.0 Common Controls

1: Microsoft System Error Codes

• Microsoft System Error Codes
• System Error Codes (0-499)
• System Error Codes (500-999)
• System Error Codes (1000-1299)
• System Error Codes (1300-1699)
• System Error Codes (1700-3999)
• System Error Codes (4000-5999)
• System Error Codes (6000-8199)
• System Error Codes (8200-8999)
• System Error Codes (9000-11999)
• System Error Codes (12000-15999)

2: Microsoft Visual Basic Error Codes

• Visual Basic Trappable Errors
• Miscellaneous Visual Basic Errors

Understanding File Names, Paths, and Namespaces

Paths to log files

Locations of scan logs (Quick Scan and Full Scan)

• Windows 2000 & Windows XP:
  

  C:\Documents and Settings\<USERNAME>\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs

  
  
• Windows Vista & newer:
  

  C:\Users\<USERNAME>\AppData\Roaming\Malwarebytes\Malwarebytes' Anti-Malware\Logs

Locations of Protection Module and IP Blocking logs

• Windows 2000 & Windows XP:
  

  C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs

  
  
• Windows Vista & newer:
  

  C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\Logs

Issue 15 added to the FAQ