Malwarebytes upgrade failed, now doesn't work at all

[jxm]

Malwarebytes has been bugging me since yesterday to upgrade to the latest version, so this morning I attempted the upgrade by clicking the link on the main screen.  It opened an installer but as it attempted to upgrade it gave an error - something about not being able to rename mbam.exe - 'retry' didn't work so I clicked 'abort' instead.

Except now it has stopped the mbam that was running, and when I try to restart it the shortcut no longer works.

So now I don't have the upgraded version OR the old previously working version.

What should I do now, given that I don't even know which version it was...

[1PW]

Hello @jxm and

Since that system's MB3 update may not have completed in a satisfactory manner, please follow this clean install procedure:

1. Please follow the steps in the locked/pinned topic to uninstall the remnants of MB3 and reinstall the latest build: MB-Clean Tool (NOTE: After uninstalling with the MB-Clean tool, you will be asked to reboot.  Once restarted, the tool will ask you if you want to re-install Malwarebytes, you can select YES (it will download the MB3 release version) or you can download the MB3 release version manually (currently v3.1.2.1733-1.0.141-1.0.2092) to re-install from HERE).

2. Only if that does not correct the system's issue, then please read the following and only separately attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: mb-check-results.zip, FRST.txt, and Addition.txt).

NOTE: The following MB3 information is also available: MB3 User Guide ONLINE, MB3 User Guide PDF, and the MB3 FAQ.

Edited June 28, 2017 by 1PW

[jxm]

great, that worked fine up until step 6 of the clean procedure.  when it rebooted I pressed yes to install and now I just have a pop up window that says, "would you like to download malwarebytes v3.x and install it to the default folder?" along with a progress bar that hasn't moved (or indeed even started) in the last 20 mins or so...

The last few lines of the mb-clean-results.txt file are:

2017-06-28 10:40:56.077   >>>>>Starting post reboot phase cleanup for Malwarebytes version 3.0.6.1469 <<<<<<<<.
2017-06-28 10:40:56.962   HKLM\SYSTEM\CurrentControlSet\Services\ESProtectionDriver does not exist.
2017-06-28 10:40:56.964   HKLM\SYSTEM\CurrentControlSet\Services\MBAMChameleon does not exist.
2017-06-28 10:40:56.965   HKLM\SYSTEM\CurrentControlSet\Services\MBAMFarflt does not exist.
2017-06-28 10:40:56.971   Trying to delete file or folder: C:\Windows\system32\drivers\farflt.sys
2017-06-28 10:40:56.994   HKLM\SYSTEM\CurrentControlSet\Services\MBAMProtection does not exist.
2017-06-28 10:40:56.995   HKLM\SYSTEM\CurrentControlSet\Services\MBAMService does not exist.
2017-06-28 10:40:56.996   HKLM\SYSTEM\CurrentControlSet\Services\MBAMSwissArmy does not exist.
2017-06-28 10:40:56.998   HKLM\SYSTEM\CurrentControlSet\Services\MBAMWebProtection does not exist.
2017-06-28 10:40:58.745   Trying to delete path C:\ProgramData\Malwarebytes\
2017-06-28 10:40:58.922   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\
2017-06-28 10:40:59.126   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\AeDetections\
2017-06-28 10:40:59.127   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\AeDetections\
2017-06-28 10:40:59.128   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\ARW\
2017-06-28 10:40:59.129   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\ARW\
2017-06-28 10:40:59.130   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\ArwDetections\
2017-06-28 10:40:59.133   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\ArwDetections\
2017-06-28 10:40:59.134   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\MwacDetections\
2017-06-28 10:40:59.135   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\MwacDetections\
2017-06-28 10:40:59.137   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\RtpDetections\
2017-06-28 10:40:59.138   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\RtpDetections\
2017-06-28 10:40:59.139   Trying to delete path C:\ProgramData\Malwarebytes\MBAMService\ScanResults\
2017-06-28 10:40:59.421   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\ScanResults\
2017-06-28 10:40:59.585   Trying to delete file or folder: C:\ProgramData\Malwarebytes\MBAMService\
2017-06-28 10:40:59.586   Trying to delete file or folder: C:\ProgramData\Malwarebytes\
2017-06-28 10:40:59.645   Trying to delete path C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Malwarebytes\
2017-06-28 10:40:59.696   Cannot delete path C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Malwarebytes\, reason:(The system cannot find the path specified.(error=3))
2017-06-28 10:40:59.697   Trying to delete path C:\Program Files\Malwarebytes\Anti-Malware\
2017-06-28 10:40:59.698   Cannot delete path C:\Program Files\Malwarebytes\Anti-Malware\, reason:(The system cannot find the path specified.(error=3))
2017-06-28 10:40:59.700   >>>>>Starting post reboot phase cleanup for Malwarebytes Anti-Exploit version 1.9.1.1291 <<<<<<<<.
2017-06-28 10:40:59.930   HKLM\SYSTEM\CurrentControlSet\Services\ESProtectionDriver does not exist.
2017-06-28 10:40:59.932   HKLM\SYSTEM\CurrentControlSet\Services\MbaeSvc does not exist.
2017-06-28 10:40:59.934   Trying to delete path C:\ProgramData\Malwarebytes Anti-Exploit\
2017-06-28 10:41:00.077   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\applications.dat
2017-06-28 10:41:00.296   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\exclusions.dat
2017-06-28 10:41:00.533   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-alert.log
2017-06-28 10:41:00.622   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-config.dat
2017-06-28 10:41:00.717   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-default.log
2017-06-28 10:41:00.793   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-default.log.bak
2017-06-28 10:41:01.448   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-protector.xpe
2017-06-28 10:41:01.607   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-protector.xpe.bak
2017-06-28 10:41:01.608   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-report.dat
2017-06-28 10:41:01.648   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\mbae-service.log
2017-06-28 10:41:01.655   Trying to delete file or folder: C:\ProgramData\Malwarebytes Anti-Exploit\
2017-06-28 10:41:01.670   Trying to delete path C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Malwarebytes Anti-Exploit\
2017-06-28 10:41:01.720   Cannot delete path C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Malwarebytes Anti-Exploit\, reason:(The system cannot find the path specified.(error=3))
2017-06-28 10:41:01.721   Trying to delete path C:\Program Files (x86)\Malwarebytes Anti-Exploit\
2017-06-28 10:41:01.722   Cannot delete path C:\Program Files (x86)\Malwarebytes Anti-Exploit\, reason:(The system cannot find the path specified.(error=3))
2017-06-28 10:41:01.725   Trying to delete REG key: HKLM\SOFTWARE\Wow6432Node\Malwarebytes Anti-Exploit

 

[1PW]

Hello @jxm:

Thank you for the update.  If the system still has the complete log from your above post, please ATTACH the entire unabridged text file to your next reply.

Since the uninstall/cleaning function of the MB-Clean utility tool seems to have completed the first half of it job, please download the release version of MB3 from https://downloads.malwarebytes.com/file/mb3 and save only to the desktop of an administrator's account.  Restart the system and log into the same administrator account, right-click the desktop icon of the mb3-setup-consumer-3.1.2.1733-1.0.141-1.0.2092.exe installer file and select Run as administrator from the context menu.

When the installation has completed, restart the system.

The MB3 databases will not be current and their update will be required.  If you have a license, please activate and test MB3's scanning functionality and update this topic with your progress.

Thank you for your patience and understanding.

Edited June 28, 2017 by 1PW

[jxm]

ok, that worked. pity the upgrade option didn't...

[1PW]

Hello @jxm:

Thank you for the good news update.