Malwarebytes (Premium) v 2.0.2.1012 does not run

[blorimer]

I managed to download the software and successfully paid for the Premium version back in March 2014.  Until this date, I have not been able to use the product which is most distressing.  As soon as I click on "Fix Now" I get a message saying "Malwarebytes Anti-Malware stopped working".  Windows will verify a solution for this problem..."  I subsequntly ( a few seconds later) get a second message saying "Malwarebytes Anti-Malware stopped working.  A problem forced the program to stop working correctly.  Windows will close it and will notify you if there is a solution available."

 

I have tried multiple times re-intalling the software but get nowhere.  In the Malware site there is no direct support for this problem, so I was hoping that somebody will be able to help me. 

 

I have posted screenshots of the messages I received.

[daledoc1]

Hello and :

 

We may need to collect some crash dumps and/or other data from you to find out why the program won't run.

However, to begin the troubleshooting process, let's get some basic system information first, please.

 

>>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

Thanks,

[blorimer]

Thank you for responding so quickly.  Please find attached the 3 logs.

Addition.txt

CheckResults.txt

FRST.txt

[daledoc1]

Thanks for the logs.

 

Preliminary review suggests that the steps described in this pinned topic might resolve your issue:

What to do: Runtime error - database stuck on 2014.03.04 - program stopped

 

Please post back and let us know.

 

Thanks,

[blorimer]

I followed every step but still I am unable to update or run MalwareBytes.

[blorimer]

Thank you for helping me in trying to resolve this.  I am getting quite frustrated because something I paid for should work smoothly and not give me more hassle than I already had.  Thanks again.

[daledoc1]

Hi:

 

We'll need to wait for a staff member to review your logs.
 
>>If you have run the suggested fix here, it would help us to have a fresh CheckResults.txt log from mbam-check, even if it did not work.
 
It might also help us to see a crash dump.
To submit that for analysis, please follow the steps below and post back either with the crash dump file, or the link to the uploaded file at WeTransfer.
 
Thanks for your patience,
----------------------------

Lets see if we can collect a crash dump so we can submit it for review from the Dev team.

Create a Full Crash Dump using Sysinternals Process Explorer:

• Please download Sysinternals Process Explorer from here and save it to your desktop.
  • Note: If using Windows Vista or Windows 7 then you also need to do the following:
    • Right-click on ProcExp.exe and select Properties
    • Click on the Compatibility tab
    • Under Privilege Level check the box next to Run this program as an administrator
    • Click on Apply then click OK

• Double-click ProcExp.exe to run it.
• Once the crash happens, leave the error window open and find mbam.exe in the process list in Process Explorer and right-click on it and hover your mouse over Create Dump and select Create Full Dump...
• Save the mbam.dmp file to your desktop and close Process Explorer
• Right-click on the mbam.dmp file you just created and hover your mouse over Send To and select Compressed (zipped) Folder
• Attach the ZIP file you just created to your next reply if it is small enough. If it isn't then please upload it to a file sharing service such as WeTransfer and provide the download link for the file in your next reply
• Let us know how big the file is and if you need instructions for WeTransfer (instructions are below)

--------------------------------


Upload File(s) to WeTransfer:

• Visit WeTransfer.com
• Click on I Agree
  
• Click on the icon on the lower left indicated in the below image
  
• Select the Link option
  
• Click on +Add Files
  
• Browse to the location of the file and double-click on it or click once on it and select Open
  
• Click on Transfer
  
• Once the transfer completes, click on Copy link
  
• Once you receive the Copied! message as indicated below, paste the link into your next reply
  

[AdvancedSetup]

The logs indicate the computer has some issues. Some are possible software conflicts others are items that really should not be set to run. Then you're also using MSCONFIG to disable many things so I'd recommend reading this.

Msconfig Is Not A Startup Manager

 

Then I would suggest following the advice from the topic here Available Assistance for Possibly Infected Computers and having one of the Experts assist you with looking into your issue.

Once you open a new topic in the other forum you can send me a private message with the link and I'll assist you at looking into your computer issues.

 

Thanks