Malwarebytes has stopped working

[DougAnderson]

Hello,

 

I have seen a number of people having the same problem.  I have Premium, and ran Chameleon -- went through 13 steps and no luck.

 

Malwarebytes won't even start up now, so I am not sure what version it is -- we have purchased the Premium version.  I didn't notice that it hadn't been doing anything for a couple of weeks at least.

 

I tried Chameleon, and it went through 13 steps with no success.  Perhaps only of curiosity -- I had downloaded 7zip a while ago, and it basically disappeared.  Weirdly, there is a "7z.dll" in the Program files(x86)/Malwarebytes folder.

 

Help is appreciated.

 

Thanks.

 

Doug

[daledoc1]

Hello and :

A couple of easy things to check:

>>First, please be sure your system date/time are correct.
>>Then, please be sure that your AV and firewall both give MBAM full permissions. It's possible that your AV or firewall might be treating the new build as a new program and may be blocking it -- the files that need to be excluded can be found HERE. Please post back if you need help with that.

 

We may need to request that you submit program crash dumps.

But, to begin troubleshooting from a known, clean starting point, if the suggestions above don't resolve your issue:

• Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
• If that does not correct the issue, then please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)
• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

Please let us know how it goes.

Thanks,

[DougAnderson]

Hi!

 

First -- nice dog!

 

Second, I have Avast! free AV, which doesn't appear to have firewall.  I used to have MSE, but it doesn't appear to be on here now.  How can I tell if I have a firewall?

 

Thanks.

 

Doug

[DougAnderson]

Oh!  One other thing.  I have Premium Malwarebytes, but that was a long time ago, and I don't know the License number or Key.  I know I need these when uninstalling MBAM, but I'm scared as hell to get into regedit, partially because I don't know how to use it.  I have read where the License and Key are, but would like some guidance on how to do this without making a mess.

 

Malwarebytes rocks!

[1PW]

Hello DougAnderson:

We may be able to assist you locating your Malwarebytes Anti-Malware (MBAM) license ID and Key if you let us know the version number of MBAM you are currently using.

Please open the MBAM Graphical User Interface (GUI) and at the top of the window, please note the version number and let us know in a reply to this thread.

Thank you.

[DougAnderson]

Hi,

 

Well, is there a way to open the GUI without opening MBAM itself?  That's the problem, that I can't get it to even start.

 

By the way, another weirdness: In the ProgramFiles(x86) folder, there are TWO folders for MB: "Malwarebytes' Anti-Malware" (with the apostrophe, and this folder is empty), and "Malwarebytes Anti-Malware" (without an apostrophe, and with various things in it, including "7z.dll", which seems strange to me).

 

Anyway, thanks.

[daledoc1]

Hi, Doug:

 

OK, let's back up a bit.

 

The registry look up of your license ID/key only works for a computer on which MBAM Pro 1.75 was previously installed.

IOW, if you never had the paid version of MBAM 1.x on this computer, then the registry look-up is a moot point.

Even if you did have the paid, licensed version of 1.x on this computer, if you aren't comfortable poking around in the registry, there are at least 2 other ways to obtain that information:

• The easiest is refer to the confirmation email sent by the e-commerce partner, cleverbridge, at the time that you originally purchased your lifetime license. That email will contain the license ID/key/.
• If you did not keep the email or a printed copy of it, you can contact cleverbridge directly and they can look up the info for you.  To do that, please refer to this information from this KB topic: How do I obtain my license key or confirmation email?
• IF you had the paid, licensed PRO version of 1.x on this same computer, there is one other way to get the info from the system -- if the above options are not feasible, please let us know, and we will assist you with that.

ALSO: it's still possible to cleanly reinstall MBAM Premium version 2 while you wait to sort out the license information.  After you uninstall version 1.x using the removal tool (and then reboot), the version 2 installation wizard will automatically enable, by default, a 14-day Trial of MBAM Premium.  The features are identical to the paid, Premium version.  So, you could do the clean reinstall and (if need be) use the Trial version for 14 days before formally activating the program.

 

Please post back and let us know how it goes.

 

Thanks (and thanks to @1PW for posting back with a reply while I was offline),

 

[DougAnderson]

Hi!

 

The MBAM Clean took care of everything, and              !!!!!!

 

Thank you so very much, as usual, for your help.

 

Doug

[daledoc1]

That's excellent news.

I'm glad everything is back to working for you.

I'm glad I was able to help.

 

Thanks for letting us know.

 

Feel free to post back if you ever need help.

 

Cheers,