Windows Virus And Malware Troubleshooting

Windows Virus And Malware Troubleshooting

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The troubleshooting info in this topic might help you if you're experiencing any of the following problems when detecting and removing malware with Microsoft Defender Antivirus, Microsoft Security Essentials, or other Microsoft anti-malware solutions:

Microsoft Defender Antivirus requires disk space to remove and quarantine malware files. It might be prevented from completely removing a threat if there isn't enough available space on your PC, particularly on your system drive (usually drive C). See the following to help free up space:

To detect the latest threats, use a robust antimalware product, like Microsoft Defender Antivirus, which is built into Windows. Ensure that critical security features are turned on and that Microsoft Defender Antivirus is fully updated before scanning.

These settings significantly increase the chances of detecting never-before-seen malware and enable the automated creation of new updates that help protect all other computers running Microsoft Defender Antivirus.

Microsoft has basic free anti-virus and anti-spyware security software built-in on Windows 8 and abovefor Windows 7 (see What is Microsoft Security Essentials?). If your security software hasn't detected malware, scan your system with the free malware scanning programs listed below. You should scan with all programs because each program detects different malware and make sure that you update each program to get the latest version of their databases before doing a scan.

If this event persists:Run the scan again.If it fails in the same way, go to the Microsoft Support site, enter the error number in the Search box to look for the error code.Contact Microsoft Technical Support.Event ID: 1120Symbolic name:MALWAREPROTECTION_THREAT_HASHMessage:Microsoft Defender Antivirus has deduced the hashes for a threat resource.Description:Microsoft Defender Antivirus client is up and running in a healthy state.Current Platform Version: Threat Resource Path: Hashes: Note: This event will only be logged if the following policy is set: ThreatFileHashLogging unsigned. Event ID: 1121Symbolic name:(TBD)Message:Event when an attack surface reduction rule fires in block mode.Description:TBD.Current Platform Version: Threat Resource Path: Hashes: Note: whatgoeshere?: TBD. Event ID: 1127Symbolic name:MALWAREPROTECTION_FOLDER_GUARD_SECTOR_BLOCKMessage:Controlled Folder Access(CFA) blocked an untrusted process from making changes to the memory.Description:Controlled Folder Access has blocked an untrusted process from potentially modifying disk sectors. For more information about the event record, see the following:EventID: , for example: 1127Version: , for example: 0Level: , for example: win:WarningTimeCreated: , time when the event was createdEventRecordID: , index number of the event in the event logExecution ProcessID: , process that generated the eventChannel: , for example: Microsoft-Windows-Windows Defender/OperationalComputer: Security UserID: Product Name: , for example: Microsoft Defender AntivirusProduct Version: Detection Time: , time when CFA blocked an untrusted processUser: \Path: , name of the device or disk that an untrusted process accessed for modificationProcess Name: , the process path name that CFA blocked from accessing the device or disk for modificationSecurity Intelligence Version: Engine Version: User action:The user can add the blocked process to the Allowed Process list for CFA, using PowerShell or Windows Security Center.Event ID: 1150Symbolic name:MALWAREPROTECTION_SERVICE_HEALTHYMessage:If your antimalware platform reports status to a monitoring platform, this event indicates that the antimalware platform is running and in a healthy state.Description:Microsoft Defender Antivirus client is up and running in a healthy state.Platform Version: Signature Version: Engine Version: User action:No action is necessary. The Microsoft Defender Antivirus client is in a healthy state. This event is reported on an hourly basis.Event ID: 1151Symbolic name:MALWAREPROTECTION_SERVICE_HEALTH_REPORTMessage:Endpoint Protection client health report (time in UTC)Description:Antivirus client health report.Platform Version: Engine Version: Network Realtime Inspection engine version: Antivirus signature version: Antispyware signature version: Network Realtime Inspection signature version: RTP state: (Enabled or Disabled)OA state: (Enabled or Disabled)IOAV state: (Enabled or Disabled)BM state: (Enabled or Disabled)Antivirus signature age: (in days)Antispyware signature age: (in days)Last quick scan age: (in days)Last full scan age: (in days)Antivirus signature creation time: ?Antispyware signature creation time: ?Last quick scan start time: ?Last quick scan end time: ?Last quick scan source: (0 = scan didn't run, 1 = user initiated, 2 = system initiated)Last full scan start time: ?Last full scan end time: ?Last full scan source: (0 = scan didn't run, 1 = user initiated, 2 = system initiated)Product status: For internal troubleshootingEvent ID: 2000Symbolic name:MALWAREPROTECTION_SIGNATURE_UPDATEDMessage:The antimalware definitions updated successfully.Description:Antivirus signature version has been updated.Current Signature Version: Previous Signature Version: Signature Type: , for example: AntivirusAntispywareAntimalwareNetwork Inspection SystemUpdate Type: , either Full or Delta.User: \Current Engine Version: Previous Engine Version: User action:No action is necessary. The Microsoft Defender Antivirus client is in a healthy state. This event is reported when signatures are successfully updated.Event ID: 2001Symbolic name:MALWAREPROTECTION_SIGNATURE_UPDATE_FAILEDMessage:The security intelligence update failed.Description:Microsoft Defender Antivirus has encountered an error trying to update signatures.New security intelligence version: Previous security intelligence version: Update Source: , for example:Security intelligence update folderInternal security intelligence update serverMicrosoft Update ServerFile shareMicrosoft Malware Protection Center (MMPC)Update Stage: , for example:SearchDownloadInstallSource Path: File share name for Universal Naming Convention (UNC), server name for Windows Server Update Services (WSUS)/Microsoft Update/ADL.Signature Type: , for example: AntivirusAntispywareAntimalwareNetwork Inspection SystemUpdate Type: , either Full or Delta.User: \Current Engine Version: Previous Engine Version: Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. User action:This error occurs when there's a problem updating definitions.To troubleshoot this event:Update definitions and force a rescan directly on the endpoint.Review the entries in the %Windir%\WindowsUpdate.log file for more information about this error.Contact Microsoft Technical Support.Event ID: 2002Symbolic name:MALWAREPROTECTION_ENGINE_UPDATEDMessage:The antimalware engine updated successfully.Description:Microsoft Defender Antivirus engine version has been updated.Current Engine Version: Previous Engine Version: Engine Type: , either antimalware engine or Network Inspection System engine.User: \User action:No action is necessary. The Microsoft Defender Antivirus client is in a healthy state. This event is reported when the antimalware engine is successfully updated.Event ID: 2003Symbolic name:MALWAREPROTECTION_ENGINE_UPDATE_FAILEDMessage:The antimalware engine update failed.Description:Microsoft Defender Antivirus has encountered an error trying to update the engine.New Engine Version:Previous Engine Version: Engine Type: , either antimalware engine or Network Inspection System engine.User: \Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. User action:The Microsoft Defender Antivirus client update failed. This event occurs when the client fails to update itself. This event is due to an interruption in network connectivity during an update.To troubleshoot this event:Update definitions and force a rescan directly on the endpoint.Contact Microsoft Technical Support.Event ID: 2004Symbolic name:MALWAREPROTECTION_SIGNATURE_REVERSIONMessage:There was a problem loading antimalware definitions. The antimalware engine will attempt to load the last-known good set of definitions.Description:Microsoft Defender Antivirus has encountered an error trying to load signatures and will attempt reverting back to a known-good set of signatures.Signatures Attempted:Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. Signature Version: Engine Version: User action:The Microsoft Defender Antivirus client attempted to download and install the latest definitions file and failed. This error can occur when the client encounters an error while trying to load the definitions, or if the file is corrupt. Microsoft Defender Antivirus attempts to revert back to a known-good set of definitions.To troubleshoot this event:Restart the computer and try again.Download the latest definitions from the Microsoft Security Intelligence site.Note: The size of the definitions file downloaded from the site can exceed 60 MB and shouldn't be used as a long-term solution for updating definitions.Contact Microsoft Technical Support.Event ID: 2005Symbolic name:MALWAREPROTECTION_ENGINE_UPDATE_PLATFORMOUTOFDATEMessage:The antimalware engine failed to load because the antimalware platform is out of date. The antimalware platform will load the last-known good antimalware engine and attempt to update.Description:Microsoft Defender Antivirus couldn't load antimalware engine because current platform version isn't supported. Microsoft Defender Antivirus reverts back to the last known-good engine and a platform update will be attempted.Current Platform Version: Event ID: 2006Symbolic name:MALWAREPROTECTION_PLATFORM_UPDATE_FAILEDMessage:The platform update failed.Description:Microsoft Defender Antivirus has encountered an error trying to update the platform.Current Platform Version: Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. Event ID: 2007Symbolic name:MALWAREPROTECTION_PLATFORM_ALMOSTOUTOFDATEMessage:The platform will soon be out of date. Download the latest platform to maintain up-to-date protection.Description:Microsoft Defender Antivirus will soon require a newer platform version to support future versions of the antimalware engine. Download the latest Microsoft Defender Antivirus platform to maintain the best level of protection available.Current Platform Version: Event ID: 2010Symbolic name:MALWAREPROTECTION_SIGNATURE_FASTPATH_UPDATEDMessage:The antimalware engine used the Dynamic Signature Service to get additional definitions.Description:Microsoft Defender Antivirus used Dynamic Signature Service to retrieve additional signatures to help protect your machine.Current Signature Version: Signature Type: , for example: AntivirusAntispywareAntimalwareNetwork Inspection SystemCurrent Engine Version: Dynamic Signature Type: , for example:VersionTimestampNo limitDurationPersistence Path: Dynamic Signature Version: Dynamic Signature Compilation Timestamp: Persistence Limit Type: , for example:VDM versionTimestampNo limitPersistence Limit: Persistence limit of the fastpath signature.Event ID: 2011Symbolic name:MALWAREPROTECTION_SIGNATURE_FASTPATH_DELETEDMessage:The Dynamic Signature Service deleted the out-of-date dynamic definitions.Change to default behavior:Change to dynamic signature event reporting default behaviorWhen a dynamic signature is received by MDE, a 2010 event is reported. However, when the dynamic signature expires or is manually deleted a 2011 event is reported. In some cases, when a new signature is delivered to MDE sometimes hundreds of dynamic signatures will expire at the same time; therefore hundreds of 2011 events are reported. The generation of so many 2011 events can cause a Security information and event management (SIEM) server to become flooded.To avoid the above situation - starting with platform version 4.18.2207.7 - by default, MDE will now not report 2011 events:This new default behavior is controlled by registry entry: HKLM\SOFTWARE\Microsoft\Windows Defender\Reporting\EnableDynamicSignatureDroppedEventReporting.The default value for EnableDynamicSignatureDroppedEventReporting is false, which means 2011 events aren't reported. If it's set to true, 2011 events are reported.Because 2010 signature events are timely distributed sporadically - and won't cause a spike - 2010 signature event behavior is unchanged.Description:Microsoft Defender Antivirus used Dynamic Signature Service to discard obsolete signatures.Current Signature Version: Signature Type: , for example: AntivirusAntispywareAntimalwareNetwork Inspection SystemCurrent Engine Version: Dynamic Signature Type: , for example:VersionTimestampNo limitDurationPersistence Path: Dynamic Signature Version: Dynamic Signature Compilation Timestamp: Removal Reason:Persistence Limit Type: , for example:VDM versionTimestampNo limitPersistence Limit: Persistence limit of the fastpath signature.User action:No action is necessary. The Microsoft Defender Antivirus client is in a healthy state. This event is reported when the Dynamic Signature Service successfully deletes out-of-date dynamic definitions.Event ID: 2012Symbolic name:MALWAREPROTECTION_SIGNATURE_FASTPATH_UPDATE_FAILEDMessage:The antimalware engine encountered an error when trying to use the Dynamic Signature Service.Description:Microsoft Defender Antivirus has encountered an error trying to use Dynamic Signature Service.Current Signature Version: Signature Type: , for example: AntivirusAntispywareAntimalwareNetwork Inspection SystemCurrent Engine Version: Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. Dynamic Signature Type: , for example:VersionTimestampNo limitDurationPersistence Path: Dynamic Signature Version: Dynamic Signature Compilation Timestamp: Persistence Limit Type: , for example:VDM versionTimestampNo limitPersistence Limit: Persistence limit of the fastpath signature.User action:Check your Internet connectivity settings.Event ID: 2013Symbolic name:MALWAREPROTECTION_SIGNATURE_FASTPATH_DELETED_ALLMessage:The Dynamic Signature Service deleted all dynamic definitions.Description:Microsoft Defender Antivirus discarded all Dynamic Signature Service signatures.Current Signature Version: Event ID: 2020Symbolic name:MALWAREPROTECTION_CLOUD_CLEAN_RESTORE_FILE_DOWNLOADEDMessage:The antimalware engine downloaded a clean file.Description:Microsoft Defender Antivirus downloaded a clean file.Filename: Name of the file.Current Signature Version: Current Engine Version: Event ID: 2021Symbolic name:MALWAREPROTECTION_CLOUD_CLEAN_RESTORE_FILE_DOWNLOAD_FAILEDMessage:The antimalware engine failed to download a clean file.Description:Microsoft Defender Antivirus has encountered an error trying to download a clean file.Filename: Name of the file.Current Signature Version: Current Engine Version: Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. User action:Check your Internet connectivity settings.The Microsoft Defender Antivirus client encountered an error when using the Dynamic Signature Service to download the latest definitions to a specific threat. This error is likely caused by a network connectivity issue.Event ID: 2030Symbolic name:MALWAREPROTECTION_OFFLINE_SCAN_INSTALLEDMessage:The antimalware engine was downloaded and is configured to run offline on the next system restart.Description:Microsoft Defender Antivirus downloaded and configured offline antivirus to run on the next reboot.Event ID: 2031Symbolic name:MALWAREPROTECTION_OFFLINE_SCAN_INSTALL_FAILEDMessage:The antimalware engine was unable to download and configure an offline scan.Description:Microsoft Defender Antivirus has encountered an error trying to download and configure offline antivirus.Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. Event ID: 2040Symbolic name:MALWAREPROTECTION_OS_EXPIRINGMessage:Antimalware support for this operating system version will soon end.Description:The support for your operating system will expire shortly. Running Microsoft Defender Antivirus on an out of support operating system isn't an adequate solution to protect against threats.Event ID: 2041Symbolic name:MALWAREPROTECTION_OS_EOLMessage:Antimalware support for this operating system has ended. You must upgrade the operating system for continued support.Description:The support for your operating system has expired. Running Microsoft Defender Antivirus on an out of support operating system isn't an adequate solution to protect against threats.Event ID: 2042Symbolic name:MALWAREPROTECTION_PROTECTION_EOLMessage:The antimalware engine no longer supports this operating system, and is no longer protecting your system from malware.Description:The support for your operating system has expired. Microsoft Defender Antivirus is no longer supported on your operating system, has stopped functioning, and isn't protecting against malware threats.Event ID: 3002Symbolic name:MALWAREPROTECTION_RTP_FEATURE_FAILUREMessage:Real-time protection encountered an error and failed.Description:Microsoft Defender Antivirus Real-Time Protection feature has encountered an error and failed.Feature: , for example:On AccessInternet Explorer downloads and Microsoft Outlook Express attachmentsBehavior monitoringNetwork Inspection SystemError Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. Reason: The reason Microsoft Defender Antivirus real-time protection has restarted a feature.User action:You should restart the system then run a full scan because it's possible the system wasn't protected for some time.The Microsoft Defender Antivirus client's real-time protection feature encountered an error because one of the services failed to start.If it's followed by a 3007 event ID, the failure was temporary and the antimalware client recovered from the failure.Event ID: 3007Symbolic name:MALWAREPROTECTION_RTP_FEATURE_RECOVEREDMessage:Real-time protection recovered from a failure. We recommend running a full system scan when you see this error.Description:Microsoft Defender Antivirus Real-time Protection has restarted a feature. It's recommended that you run a full system scan to detect any items that may have been missed while this agent was down.Feature: , for example:On AccessIE downloads and Outlook Express attachmentsBehavior monitoringNetwork Inspection SystemReason: The reason Microsoft Defender Antivirus real-time protection has restarted a feature.User action:The real-time protection feature has restarted. If this event happens again, contact Microsoft Technical Support.Event ID: 5000Symbolic name:MALWAREPROTECTION_RTP_ENABLEDMessage:Real-time protection is enabled.Description:Microsoft Defender Antivirus real-time protection scanning for malware and other potentially unwanted software was enabled.Event ID: 5001Symbolic name:MALWAREPROTECTION_RTP_DISABLEDMessage:Real-time protection is disabled.Description:Microsoft Defender Antivirus real-time protection scanning for malware and other potentially unwanted software was disabled.Event ID: 5004Symbolic name:MALWAREPROTECTION_RTP_FEATURE_CONFIGUREDMessage:The real-time protection configuration changed.Description:Microsoft Defender Antivirus real-time protection feature configuration has changed.Feature: , for example:On AccessIE downloads and Outlook Express attachmentsBehavior monitoringNetwork Inspection SystemConfiguration: Event ID: 5007Symbolic name:MALWAREPROTECTION_CONFIG_CHANGEDMessage:The antimalware platform configuration changed.Description:Microsoft Defender Antivirus configuration has changed. If this is an unexpected event, you should review the settings as this may be the result of malware.Old value: Old antivirus configuration value.New value: New antivirus configuration value.Event ID: 5008Symbolic name:MALWAREPROTECTION_ENGINE_FAILUREMessage:The antimalware engine encountered an error and failed.Description:Microsoft Defender Antivirus engine has been terminated due to an unexpected error.Failure Type: , for example:Crashor HangException Code: Resource: User action:To troubleshoot this event:Try to restart the service.For antimalware, antivirus and spyware, at an elevated command prompt, type net stop msmpsvc, and then type net start msmpsvc to restart the antimalware engine.For the Network Inspection System, at an elevated command prompt, type net start nissrv, and then type net start nissrv to restart the Network Inspection System engine by using the NiSSRV.exe file.If it fails in the same way, look up the error code by accessing the Microsoft Support Site and entering the error number in the Search box, and contact Microsoft Technical Support.User action:The Microsoft Defender Antivirus client engine stopped due to an unexpected error.To troubleshoot this event:Run the scan again.If it fails in the same way, go to the Microsoft Support site, enter the error number in the Search box to look for the error code.Contact Microsoft Technical Support.Event ID: 5009Symbolic name:MALWAREPROTECTION_ANTISPYWARE_ENABLEDMessage:Scanning for malware and other potentially unwanted software is enabled.Description:Microsoft Defender Antivirus scanning for malware and other potentially unwanted software has been enabled.Event ID: 5010Symbolic name:MALWAREPROTECTION_ANTISPYWARE_DISABLEDMessage:Scanning for malware and other potentially unwanted software is disabled.Description:Microsoft Defender Antivirus scanning for malware and other potentially unwanted software is disabled.Event ID: 5011Symbolic name:MALWAREPROTECTION_ANTIVIRUS_ENABLEDMessage:Scanning for viruses is enabled.Description:Microsoft Defender Antivirus scanning for viruses has been enabled.Event ID: 5012Symbolic name:MALWAREPROTECTION_ANTIVIRUS_DISABLEDMessage:Scanning for viruses is disabled.Description:Microsoft Defender Antivirus scanning for viruses is disabled.Event ID: 5013Symbolic name:Message:Tamper protection blocked a change to Microsoft Defender Antivirus.Description:If Tamper protection is enabled then, any attempt to change any of Defender's settings is blocked. Event ID 5013 is generated and states which setting change was blocked.Event ID: 5100Symbolic name:MALWAREPROTECTION_EXPIRATION_WARNING_STATEMessage:The antimalware platform will expire soon.Description:Microsoft Defender Antivirus has entered a grace period and will soon expire. After expiration, this program will disable protection against viruses, spyware, and other potentially unwanted software.Expiration Reason: The reason Microsoft Defender Antivirus will expire.Expiration Date: The date Microsoft Defender Antivirus will expire.Event ID: 5101Symbolic name:MALWAREPROTECTION_DISABLED_EXPIRED_STATEMessage:The antimalware platform is expired.Description:Microsoft Defender Antivirus grace period has expired. Protection against viruses, spyware, and other potentially unwanted software is disabled.Expiration Reason:Expiration Date: Error Code: Result code associated with threat status. Standard HRESULT values.Error Description: Description of the error. 781b155fdc