Serious problems with Program

[canaya]

Problem started with Exploit not turning on, so sought help from Tech Support. Followed exact procedures provided by Tech Support, but now the program won't run, won't uninstall, won't even allow a second installation.  According to Task Manager, it's still running in background somewhere, but program refuses to open.  Tried restarting,  uninstalling, but it's now been 7 hours straight without any signs of success. I'm a paid subscriber, with paid subscription for more than one machine and can't get anyone to respond in a timely manner.  My new Windows 10, 64 bit SSD computer may end up being a paperweight after all is said and done.  BTW--The original problem with Exploit Protection not turning on began one month ago.  Any advice out there?

[Porthos]

23 minutes ago, canaya said:

 Any advice out there?

Hi and Welcome,

We need to get some Diagnostic logs to see what's is going on there.

 

• Create and obtain an mb-check log
  1. Download MB-Check and save to your desktop
  2. Double-click to run MB-Check and within a few second the command window will open, then click "OK" 
  3. This will produce one log file on your desktop: mb-check-results.zip
     • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
• Create and obtain Farbar Recovery Scan Tool (FRST) logs
  1. Download FRST and save it to your desktop
     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 FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
     • Attach both of these logs to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the files to the attachment area

 

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[Firefox]

Its probably best to stick with the Tech Support person your working with...  That being said, the tool below will uninstall and re-install the latest version on your computer, you could give it a try.  If it does not run, you can try to run it in safe mode.

Let's try this first.... (Malwarebytes clean removal tool will backup your license information and then re-enter the license to the new install)

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 (it will download the latest version) or you can download the latest version manually (currently v3.1.2.1733 CU 1.0.160) to re-install from HERE)
   

Please let us know how it goes.

Thank You,

Firefox