AmandaR Posted April 4, 2017 ID:1114661 Share Posted April 4, 2017 I hope someone can help me with this problem. I am unable to open or run Malwarebytes. Nothing happens when I try to open the program. Link to post Share on other sites More sharing options...
Porthos Posted April 4, 2017 ID:1114662 Share Posted April 4, 2017 (edited) 4 minutes ago, AmandaR said: I hope someone can help me with this problem. I am unable to open or run Malwarebytes. Nothing happens when I try to open the program. Depending on how the upgrade to version 3 was done, it could be part of the issue... some over the top upgrades do not go well. Let's try this first.... (Please remember to de-activate your Malwarebytes first before un-installing or using the clean removal tool) Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (after uninstalling you can download the latest version (currently v3.0.6 CU4) to re-install from HERE) If that does not correct the issue, then please read the following and attach to your next reply the 4 requested logs - Diagnostic Logs (the 4 logs are: mbam logs zipped, FRST.txt, Addition.txt and mb-checkResult.txt) NOTE: More info about the latest Malwarebytes 3.0.6 CU4 HERE; MB 3 User Guide ONLINE; MB 3 User Guide PDF; MB 3 FAQ: Malwarebytes 3.0 - Frequently Asked Questions Please let us know how it goes. Thank You Edited April 4, 2017 by Porthos Link to post Share on other sites More sharing options...
AmandaR Posted April 4, 2017 Author ID:1114663 Share Posted April 4, 2017 I never upgraded the program. I've had the same program since 2015 when I purchased a two-year license. Link to post Share on other sites More sharing options...
Porthos Posted April 4, 2017 ID:1114664 Share Posted April 4, 2017 9 minutes ago, Porthos said: Then please read the following and attach to your next reply the 4 requested logs - Diagnostic Logs (the 4 logs are: mbam logs zipped, FRST.txt, Addition.txt and mb-checkResult.txt) Link to post Share on other sites More sharing options...
AmandaR Posted April 4, 2017 Author ID:1114665 Share Posted April 4, 2017 I was able to get the logs and the MB-CheckResults, which I have attached. I was not able to download the FRST. That link is not safe. My virus software deleted it. logs.zip MB-CheckResult.txt Link to post Share on other sites More sharing options...
Porthos Posted April 4, 2017 ID:1114666 Share Posted April 4, 2017 9 minutes ago, AmandaR said: I was able to get the logs and the MB-CheckResults, which I have attached. I was not able to download the FRST. That link is not safe. My virus software deleted it. logs.zip MB-CheckResult.txt "controllers_version" : "1.0.50", you are on a old version. Go ahead and follow the clean install instructions here they are again. Let's try this first.... (Please remember to de-activate your Malwarebytes first before un-installing or using the clean removal tool) Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (after uninstalling you can download the latest version (currently v3.0.6 CU4) to re-install from HERE) Link to post Share on other sites More sharing options...
AmandaR Posted April 4, 2017 Author ID:1114668 Share Posted April 4, 2017 I'm unable to deactivate Malwarebytes because the instructions say that you have to launch it to deactivate it. I can't even open it. Any other way that I can deactivate it? Link to post Share on other sites More sharing options...
Porthos Posted April 4, 2017 ID:1114672 Share Posted April 4, 2017 26 minutes ago, AmandaR said: I'm unable to deactivate Malwarebytes because the instructions say that you have to launch it to deactivate it. I can't even open it. Any other way that I can deactivate it? Just go ahead and do the rest. Just have your key someware. Link to post Share on other sites More sharing options...
AmandaR Posted April 5, 2017 Author ID:1114955 Share Posted April 5, 2017 I followed the directions to uninstall Malwarebytes, but it isn't working the way the instructions says it should. A command prompt window never appeared. The mb-cleanresult.txt log file appeared immediately on my desktop and I was never prompted to reboot. I tried rebooting anyway since the log file had appeared, but when I tried to reboot, a notice appeared saying that Malwarebytes was in the process of being removed. None of this is making any sense. How long is it supposed to take to remove the program from my system? Link to post Share on other sites More sharing options...
dcollins Posted April 5, 2017 ID:1115035 Share Posted April 5, 2017 The removal process should only take a few minutes at the most. Can you upload the mb-cleanresult.txt file that's on your desktop so we can see what's going on? Link to post Share on other sites More sharing options...
AmandaR Posted April 6, 2017 Author ID:1115245 Share Posted April 6, 2017 Well, I'm not sure what happened but I got home from work today and Malwarebytes became accessible again. The web protection took a few times to turn on, but I was finally able to get it working and run a scan on my system. Everything seems to be working okay, knock on wood, for now. Thanks for your help. I really appreciate it. Hopefully, I won't be back here anytime soon with more problems! Link to post Share on other sites More sharing options...
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