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Having problems using Malwarebytes? Please follow these steps:

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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. Download and run Malwarebytes Support Tool. Click "Reveal Hidden Contents" below for more details:
    Spoiler
    1. Once the file is downloaded, open your Downloads folder/location of the downloaded file
    2. Double-click mb-support-X.X.X.XXXX.exe to run the program
      • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
    3. Place a checkmark next to Accept License Agreement and click Next
    4. Click Advanced under the Menu Pane.

      Advanced+w+arrow.png

    5. Click the Gather Logs button
      image.png
       
    6. The Malwarebytes Support Tool gathers Malwarebytes and Farbar Recovery Scan Tool (FRST) logs and saves them to the Desktop. A file named mbst-grab-results.zip will be saved to your Desktop
      image.png
    2
  5. Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:
    Spoiler

    To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

    mb_attach.jpg.220985d559e943927cbe3c078b

     

    After posting your new post, make sure you click the Follow button near the top right of this page and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post.

    _mb_follow.jpg.7868cc281f66ac22e919c2c48

    _mb_follow_options.jpg.dcb79fc10aa35beb0

     

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Edited by celee
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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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