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AdvancedSetup

Assistance obtaining computer system information

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Hi,

If you run across any issue while using Malwarebytes, please create a new topic in this forum (here) and provide the following detail to help us help you.

If you have Malwarebytes 3.0, please provide the information below:

  1. Brief description of the issue
  2. Any screenshot(s) of error messages(s) or other incorrect behavior
  3. If the system crashed (aka blue screen of death or BSOD), please include the error message
    1. Note: we will reach out to you if we need a full memory dump
  4. Details on how you encountered the bug and any steps that can be taken to reproduce it
  5. Do you get the same result more than once if you follow the same steps? Y/N
  6. Obtain and post a copy of the Malwarebytes logs
    1. A copy of the contents of C:\ProgramData\Malwarebytes\MBAMService\logs in a ZIP file (attach to post)
      1. The ProgramData folder may be hidden. You may need to show hidden files, type the path manually or type “%programdata%” (less the quotes) in the Run command
    2. Attach the ZIP file by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
  7. Create and obtain Farbar Recovery Scan Tool (FRST) logs
    1. Download FRST and save it to your desktop
      1. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
    2. Double-click to run and when the tool opens click Yes to the disclaimer
    3. Press Scan button
    4. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      1. Attach both of these logs to your post by clicking on the "Drag files here to attach, or choose files..." or simply drag the files to the attachment area
  8. Create and obtain an mb-check log:
    1. Download mb-check from here and save to your desktop
    2. Run mb-check and within a few second the command window will open and then close
    3. This will produce one log file on your desktop: mb-checkResult.txt
    4. Attach this log file to your post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
Edited by AdvancedSetup
Updated verbiage

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If you have Malwarebytes 2.x, , please provide the information below:

  1. Brief description of the issue.
  2. Any screenshot(s) of error messages or other incorrect behavior (not required; include if available).
  3. If the system crashed, please include the BSOD error message (we will reach out to you for a full memory dump).
  4. Details on how you encountered the bug and any steps that can be taken to reproduce it.
  5. Do you get the same result more than once if you follow the same steps? Y/N
  6. A copy of the contents of C:\ProgramData\Malwarebytes Anti-Malware\Logs in a ZIP file (attach to post).
  7. Create and obtain Farbar Recovery Scan Tool (FRST) logs
    1. Download FRST and save it to your desktop
      1. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
    2. Double-click to run and when the tool opens click Yes to the disclaimer
    3. Press Scan button
    4. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      1. Attach both of these logs to your post by clicking on the "Drag files here to attach, or choose files..." or simply drag the files to the attachment area
  8. Please create an mbam-check log:
    1. Download mbam-check.exe from here and save it to your desktop
    2. Double-click on mbam-check.exe to run it, it should then open a log file
    3. Please do not copy and paste the entire contents of the log into your next post, instead, please attach the log CheckResults.txt file which should now be located on your desktop to your next post.
    4. Attach this log file to your post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

Please be patient and give helpers or Staff time to read and reply to your logs. If no one has replied within 24 hours to your topic after you've posted, then please send a private message to a Staff Moderator or Administrator for review and follow-up.

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