Malwarebytes 3.0 will not load with windows after initial install

[bbn3dgrock]

I purchased a two year, two PC license of the latest version of Malwarebytes. I downloaded and installed the software, entered my license key, performed the updates, and ran a scan. I then rebooted the PC and noticed that Malwarebytes was not in the tray bar at the bottom right, so I double clicked on the shortcut on the desktop to launch it and nothing happened. I looked in the task manager and noticed the mbamtray.exe process was there. If I try and end the process I receive a pop up dialog that says "Access Denied."

I tried to run the mbclean program in normal windows but it would act as if it was running but five minutes later I'd come back and it wouldn't be over - there was no dialog telling me that everything had finished. So I rebooted into safe mode and ran the tool. It appeared to work in safe mode because I received the dialog box. I rebooted, reinstalled the software, activated the software, performed the updates, and ran a scan. I rebooted and had the same problem.

I've attached the C:\ProgramData\Malwarebytes\MBAMService\logs logs, FRST.txt, Addition.txt, mb-checkResult.txt, and the screenshot of the task manager not allowing me to end the process. I would appreciate some assistance. I'm sure you can understand how frustrated I am after just paying $75 for this software.

Regards,
BBN3DGROCK

logs.zip

Addition.txt

FRST.txt

MB-CheckResult.txt

[AdvancedSetup]

Hello @bbn3dgrock

Sorry to hear you're having issues with our program. The logs indicate you're having network card issues as well as issues with a few other things that is almost certainly the issue why our Web Protection module is not loading. We need to look at fixing up some of these issues and then I'm sure the program will work as expected.

 

If you'd like to work on fixing these errors please let me know and I'll be happy to assist you.

 

Error: (04/24/2017 08:37:48 PM) (Source: Microsoft-Windows-WLAN-AutoConfig) (EventID: 10000) (User: NT AUTHORITY)
Description: WLAN Extensibility Module has failed to start.

Module Path: C:\Windows\System32\IWMSSvc.dll
Error Code: 21

Error: (04/24/2017 08:37:29 PM) (Source: Service Control Manager) (EventID: 7026) (User: )
Description: The following boot-start or system-start driver(s) failed to load: 
discache
ESProtectionDriver
lenovo.smi
MpFilter
spldr
TPPWRIF
Wanarpv6

Error: (04/24/2017 08:37:29 PM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The Conexant Audio Message Service service depends on the Windows Audio service which failed to start because of the following error: 
The dependency service or group failed to start.

Error: (04/24/2017 08:15:35 PM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error: 
The dependency service or group failed to start.

Error: (04/24/2017 08:15:35 PM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The Computer Browser service depends on the Server service which failed to start because of the following error: 
The dependency service or group failed to start.

Error: (04/24/2017 08:15:33 PM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The HomeGroup Provider service depends on the Function Discovery Provider Host service which failed to start because of the following error: 
The dependency service or group failed to start.

Error: (04/24/2017 08:15:28 PM) (Source: Microsoft-Windows-WLAN-AutoConfig) (EventID: 10000) (User: NT AUTHORITY)
Description: WLAN Extensibility Module has failed to start.

Module Path: C:\Windows\System32\IWMSSvc.dll
Error Code: 21

Error: (04/24/2017 08:15:25 PM) (Source: DCOM) (EventID: 10005) (User: )
Description: DCOM got error "1084" attempting to start the service WSearch with arguments "" in order to run the server:
{7D096C5F-AC08-4F1F-BEB7-5C22C517CE39}

Error: (04/24/2017 08:15:25 PM) (Source: DCOM) (EventID: 10005) (User: )
Description: DCOM got error "1084" attempting to start the service WSearch with arguments "" in order to run the server:
{9E175B6D-F52A-11D8-B9A5-505054503030}

Error: (04/24/2017 08:15:24 PM) (Source: DCOM) (EventID: 10005) (User: )
Description: DCOM got error "1084" attempting to start the service EventSystem with arguments "" in order to run the server:
{1BE1F766-5536-11D1-B726-00C04FB926AF}

 

Thank you

Ron

 

[bbn3dgrock]

Yes, I would appreciate that very much. Let me know what you need me to do.

[bbn3dgrock]

Is there anybody that can help me from the Malwarebytes staff? 

[Firefox]

Actually @AdvancedSetup that is helping you above is on Malwarebytes staff... you will have to wait until he is back online

[bbn3dgrock]

Oh, I didn't realize it would take 12 hours+ for him to get back to me. My apologies.

[Firefox]

I have tagged him in the post so as soon as he gets online he should see that and hopefully get back to you soon...

thanks

[bbn3dgrock]

Thank You Very Much! This is the second computer I've had this problem on. Same exact issue. I'm sorry, but it's hard to believe it's my computer and not the software and this point. You can understand how frustrating it is to purchase software for $75 and then not have it work. There was no way to demo the real time protection and that is what is causing the issue.

[Firefox]

@AdvancedSetup is pretty good at what he does, he will get you up and going.... if he can't fix it, then he will recommend what to do from there...

[bbn3dgrock]

Thanks Firefox!

[bbn3dgrock]

It's been well over 24 hours now since I heard from Advanced setup. Do you plan on getting back to me Advanced setup? I paid $75 for this software and it doesn't work. My computer works fine for everything else except for your software. I would like to resolve this as I like your software but if I don't hear anything back soon that resolve my problem I will have to file a chargeback my credit card. Like I said I think you're software is great when it works for it is not working. If you do not have the time to help me then say so.

[Porthos]

23 minutes ago, bbn3dgrock said:

It's been well over 24 hours now since I heard from Advanced setup.

It can take some time for @AdvancedSetup to get back to you. I am sure you are one of many he is assisting.  Just because he is a staff member does not mean he is always on the forum. Many of the staff work from home all around the world and there are time zone differences and life that that gets in the way.

Edited April 26, 2017 by Porthos

[bbn3dgrock]

Well the fact that he is very busy assisting other people in support plus the fact that I haven't heard back from Support email simply provides more evidence to speculate their latest software is defective. Old software worked fine. 

[Porthos]

11 minutes ago, bbn3dgrock said:

I haven't heard back from Support email

 Did you get at least an automated reply? Check your spam folder.

[bbn3dgrock]

Yeah, 48 hours ago....

[Porthos]

11 minutes ago, bbn3dgrock said:

Yeah, 48 hours ago....

Email support can be a lot slower than getting help here.

I am not trying to make excuses for the timing of getting help.

This new MB runs at an even deeper level with the OS then the previous version and any OS error/hiccup can make MB malfunction.

 

[CrowCulbertson]

I too had a similar problem. I loaded a 3.0 trial yesterday (Windows 7 Pro) to run side by side with Norton Antivirus. The software loaded and found and quarantined a popup malware and appeared on my task bar. I recycled overnight and it did not come back up. I struck the desktop icon and it would not run. Today I moved to uninstall and the uninstall stalled (hour glass). I terminated uninstall app with task manager. I downloaded mb_clean and ran it. In some 3-5 minutes I received a request to reboot and did so. On my desktop I have the log attached. My symptoms could be the same but with a completely different cause.   

mb-clean-result.txt

[bbn3dgrock]

Right so you and I virtually have the same identical problem. I had the same identical issue that I am having now on another computer. The only way I was able to resolve that issue was to completely wipe out my system and start from scratch. So far everything is working on that computer. But I feel you shouldn't have to do that to get their software to work.

And the fact that nobody responds and can help me either in this forum or via email support simply supports my argument that their software is flawed. At this point I'd rather just have my money back. 

I couldn't even get the cleaning tool to work in regular windows. It just got stuck and I had to reboot into safe mode to get it to work. I did everything they told me to with attaching all the logs and still nobody can help me.

I know the moderators and administrators of the Forum are only trying to be nice but that doesn't help my situation. I need this resolved. And when a company charges you $60 for their software and doesn't have any sort of telephone support, that's outrageous.

[dcollins]

It looks like your service is having trouble getting started, which is why you never see the MB3 window. For a starting point, I'd download mb-clean from the following URL, then reboot to safe mode and run the program. After it cleans your system, reboot back to normal mode and install the latest version to make sure there were no existing issues being left behind.

https://downloads.malwarebytes.com/file/mb_clean

 

[bbn3dgrock]

I've already done those things numerous times on two different computers and they do not help. After running the clean tool in safe mode and reinstalling the software I get the same exact problem. If you look earlier at my original post you can see all the files I attached that support told me to in a post on another thread. Yet they do not respond. Very frustrated.

My point is that I've done everything I was asked to do in the original thread elsewhere and I'm ignored. Their software just doesn't work right.

[AdvancedSetup]

Very sorry for the delay @bbn3dgrock my own ISP has been disconnecting me over and over so helping others has been very slow.

Please download Farbar Service Scanner and run it on the computer with the issue.

• Make sure the following options are checked:
• Make sure the following options are checked:
  
  

• Internet Services
  

• Windows Firewall
  

• System Restore
  

• Security Center/Action Center
  

• Windows Update
  

• Windows Defender
  
  

• Press "Scan".
  

• It will create a log (FSS.txt) in the same directory the tool is run.
  

• Please copy and paste the log to your reply.
  

[bbn3dgrock]

I don't want to do this diagnostic anymore. I shouldn't have to the software should just work. this is the third computer now that I have the exact same problem on. I simply want my money back. You can deactivate the license keys and issue me a refund. Please tell me how to go about doing this.

[Porthos]

On 4/25/2017 at 5:03 AM, bbn3dgrock said:

Yes, I would appreciate that very much. Let me know what you need me to do.

 

On 4/25/2017 at 4:11 PM, bbn3dgrock said:

Is there anybody that can help me from the Malwarebytes staff?

Help was offered by staff

 

2 hours ago, bbn3dgrock said:

I simply want my money back. You can deactivate the license keys and issue me a refund. Please tell me how to go about doing this.

I'm sorry you feel that way, It would have been fixed in the end.  But since you don't want the free support.

You can send a request to the help desk or you can contact Cleverbridge. https://www.cleverbridge.com/?scope=cuseco&progress=customersupport

Edited April 27, 2017 by Porthos

[bbn3dgrock]

I was willing to do all that stuff on the condition that people would get back to me fairly quickly. It shouldn't take 48 hours for someone to get back to you. And your emails to support shouldn't be ignored which they are.

You seem to be missing the main point. I've had the exact same problem on 3 different computers. That means the software is faulty and when a product is faulty the customer is entitled to a refund.

I have contacted the number at the link below and they told me to contact the company directly. I've taken all measures on my end and the bottom line is I don't want the software. They can deactivate the keys and issue me a refund. According to you, the staff monitors this forum so they should see this post and contact me about issuing a refund.

I am all laymen computer user and I'm not an expert like you. I shouldn't have to go through all these steps to get the software to work.

Here's an analogy for you, when you purchase a car and certain things don't work in the car you bring the car to the dealer and they fix all the issues. The customer doesn't have to run all sorts of programs and generate all sorts of logs in order to get the car running correctly.

 

[Porthos]

@bbn3dgrock I will not debate nor defend MB today. Best wishes to you. Sorry I could not be of more assistance to you.