HELP! PLEASE! MWB 3 is ruining my computer

[Badfinger]

I have been running Malwarebytes pro for a few years now. I'm using Windows 7 Home Premium. No big deal one way or another. Recently downloaded and installed version 3.0.6.1469, component package 1.0.96. (Used the mbam-clean app to completely remove the old version.) Since then, I have experienced the following:

--inability to move or delete certain files or folders. Operation just hangs.

--computer will not shut down, have to force shutdown by unplugging.

--cannot end process using task manger, get "access is denied" message.

Is this fixable at this time? Or would it make more sense to go back to the previous version? If so, where could I download that version?

I just paid the fee to renew for another year and I feel like I have been cheated. Please help, thanks.

[Telos]

Logs please...

 

[Badfinger]

Um, I don't understand half the stuff that page was talking about re logs etc. I was just looking for some help, wondering if others had experienced similar problems and what they did to correct it. I'm not a computer technician, just a home user. I described the issues I've been having above, as it now stands I can't even us this product I paid for.

[Badfinger]

HELP!! AGAIN !! PLEASE !! So here's exactly what happened earlier today... I took a chance and activated Malwarebytes and it seemed to be running fine for a few hours. Then at one point, I went to delete a small file folder and it would not delete. The recycle bin graphic just hung there for a long time. I tried to end the Malwarebytes program form the task manager but it would not let me. In fact the MWB interface just stayed frozen on my screen. I forced a shutdown and waited several minutes, eventually having to unplug my machine and restart it.

As I said above, I am an average user and I am furious at the lack of response and support I have received on this issue. I sent a couple of e-mails and received a standard and useless response. The person above was kind enough to reply, but suggested a course of action which is probably beyond my ability.

I paid for this and followed the instructions. Now, I can't use the program because it will eventually cause my machine to freeze up.

At this point, I guess the sensible thing to do would be to have them cancel the program and ask for my money back. Does anyone know how I would go about doing that?

Thanks.

[axkazex93]

 

That page has step-by-step instructions on how to get the logs, isn't too difficult to do that.

The problem is that without the logs the support team cannot figure out what is going on, but if you really can't do that maybe someone from staff can help you remotely, not sure if they do that kind of thing tho.

 

 

[Firefox]

It could be possible that your MB3 install is corrupt somehow, the instructions below can help you get it reinstalled.  The mb-clean tool will backup your license, uninstall MB3, and then after a reboot will help you download and reinstall MB3 and also activate it for you.  Its pretty simple to do.  If that does not correct the issue, then we would need the logs.  It may look overwhelming but its actually pretty simple to follow the steps.

As for remote assistance like @axkazex93, mentioned, they do not do that.  Support is either done here on the forum, or via email.  Refunds are only done via email support. If you really want a refund maybe @AdvancedSetup can help you with that.

Let's try this first.... (It is recommended that you de-activate your Malwarebytes first before un-installing or using the clean removal tool - the tool can only backup the license info for MB3 so if you have MBAM v1 or v2 you have to de-activate it manually)

1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (NOTE: After uninstalling with the mb-claen tool you will be asked to reboot.  Once you reboot it will ask you if you want to re-install Malwarebytes, you can select YES or you can download the latest version (currently v3.0.6 CU4.1) to re-install from HERE)
2. 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)
3. NOTE: More info about the latest Malwarebytes 3.0.6 CU4.1 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,

Firefox

[Badfinger]

Good day. Again, thank you for the response. I had, in fact, done everything you suggested above. I used the mb-clean tool to completely remove the old version and did a clean re-install. Same issues.

What I don't understand is this: If I was able to provide all of the logs and documents requested, what good would that do me? I purchased the product, set it up as instructed, and it causes my computer to malfunction. There are only so many options available within the program, and it still causes problems. Even if I set it up differently than the default, that should in no way cause the freeze-ups.

I have looked around the net and there are apparently a lot of people having trouble with this version. Perhaps it was simply released before it should have been, before the bugs had been worked out.

[Telos]

12 hours ago, Badfinger said:

What I don't understand is this: If I was able to provide all of the logs and documents requested, what good would that do me? I purchased the product, set it up as instructed, and it causes my computer to malfunction.

Logs show us where the conflicts occur. There may be other apps/drivers/installation anomalies/etc on your machine that conflict w/MBAM. Without your logs we cannot identify those to determine the cause of what you are seeing.