bdubrow

Having problems using Malwarebytes? Please follow these steps:

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bdubrow   

Hi and welcome to the Malwarebytes forum.

If you run across any issue while using Malwarebytes 3, please create a forums account or sign in if you already have an account, and follow the steps below:

  1. Create a new topic by clicking here
  2. Provide a brief description of the issue
    • How did you encountered the issue and any steps to reproduce it
    • Do you get the same result more than once if you follow the same steps? Y/N
    • If the system crashed (aka blue screen of death or BSOD), please include the error message
      Note: we will reach out to you if we need a full memory dump
  3. Any screenshot(s) of error messages(s) or other incorrect behavior
  4. Create and obtain Farbar Recovery Scan Tool (FRST) logs
    1. Download FRST and save it to your desktop
      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 FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  5. Create and obtain an mb-check log
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
Edited by celee
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celee   

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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