Malwarebytes 3.2.2 doesn't show up

[Danielf]

Hi,

 

I just upgraded to the latest version 3.2.2.

I am using Windows 7 and I see the Malwarebytes Icon in my System tray. But when clicking the Malwarebytes Icon, the program doesn't launch, neither when

clicking from the Start Menu.

When right clicking the Icon, I have a message box with all the options. If I click "quit Malwarebytes" , the icon disappears and I can't restart the program

unless rebooting my computer.

The previous version (3.12) was working fine.

Any idea please what to do?

Daniel

[Danielf]

Please find attached the mb-check-results.zip

 

Thank you,

 

Daniel

 

mb-check-results.zip

[Porthos]

Could you please restart the computer and see if that works.

[dcollins]

Let's try this please:

1. Double click the Malwarebytes icon on the desktop
2. Wait a few seconds
3. Press Ctrl + Shift + Esc to open Task Manager
4. Go to the processes tab on the top
5. Find mbam.exe in the list
6. Right click mbam.exe and choose Create Dump File
7. Wait a few seconds and eventually a window should popup showing you where the dump was created
8. Find that file on your computer, and upload it here or use wetransfer.com to send the file to dcollins@malwarebytes.com

[Danielf]

13 minutes ago, Porthos said:

Could you please restart the computer and see if that works.

 

13 minutes ago, dcollins said:

Let's try this please:

1. Double click the Malwarebytes icon on the desktop
2. Wait a few seconds
3. Press Ctrl + Shift + Esc to open Task Manager
4. Go to the processes tab on the top
5. Find mbam.exe in the list
6. Right click mbam.exe and choose Create Dump File
7. Wait a few seconds and eventually a window should popup showing you where the dump was created
8. Find that file on your computer, and upload it here or use wetransfer.com to send the file to dcollins@malwarebytes.com

 

Hi Devin,

 

Thank you for your help.

 

I just uploaded the mbam.dmp via wetransfer.com.

Please have a look at the attached file: I have 3 exe files running but no Malwarebytes in my Systray.

 

Daniel

 

 

 

 

 

 

 

 

 

 

 

Hi,

I restarted In the safe mode , I open up Malwarebytes UI and turn on Root-kit scanning.

I Run a threat scan and there was no infections.

I restarted in normal mode and there is no more the Malwarebytes Icon in my systray

[dcollins]

Thanks for the dump, we're looking into it now. Can you please reboot into Safe Mode and run a scan with rootkit scanning turned on. You have some traces of a threat that are known to cause this issue

Edited September 1, 2017 by dcollins

[Danielf]

Hi Devin,

Like I wrote in my previous mail, I did it already a few hours ago. 

There was no threat and no infection.

Since then I can't start the program.

 I don't understand why the previous version was perfectly working and the upgrade not.

Thank you,

Daniel 

 

[Danielf]

Hi Devin,

In the meantime, how can I uninstall this version ( it's a premium version) and returning to the previous working one?

Thank you,

Daniel 

[Danielf]

Hi Devin,

 

I rebooted into Safe mode and ran again  a scan with rootkit scanning turned on. The scan stopped at ( see attached file) ieunatt.exe. After 10 minutes, I cancelled the scan.

The threat is from another file that I in the meantime have deleted.

Daniel

[Porthos]

It is a holiday weekend here in the US. Please give Devin a chance to get back on line.

[Danielf]

No sweat.

Enjoy your holiday weekend

Daniel

[BenBrew]

I was having something similar issue in end I had to uninstall and download free version reinstall and reactivate my premium. I'm sure what ever was the issue they will fix soon.

[Danielf]

Hi Ben,

If I uninstall it , I will lose one of my Premium keys because I can't deactivate it.

In the meantime I can't open it but it works. Malwarebytes stopped today a threat. 

Daniel

[Porthos]

5 minutes ago, Danielf said:

If I uninstall it , I will lose one of my Premium keys because I can't deactivate it.

Not true it can be reset by the help desk if needed.

 

5 minutes ago, Danielf said:

Malwarebytes stopped today a threat. 

Boot into safe mode turn on root kit scanning and do a threat scan in safe mode.  Also turn off self-protection as well for now. 

[Firefox]

@Danielf, do you know what that threat the it identified is?  When you run the scan and it finds something click on View Identified Threats and let us know what the name of the treat is.  Currently there is a rootkit out there that is affecting MB3...

[Danielf]

@Firefox:

Sorry I don't remember but it was not an important threat and not located on my main Hard disk. I deleted and restarted my computer but still no change.

[dcollins]

Did you let the rootkit scan finish ever?

[Danielf]

Yes. And there were no threats.

I did it twice. 

 

Daniel 

[dcollins]

Can you run mb-check and upload the new zip file? It will have the logs from your scans that I'd like to see

[Danielf]

Hi Devin,

 

Please find attached the Mb zip file

 

Daniel

mb-check-results.zip

[Danielf]

Hi Devin,

Still no solution?

What can I do?

Thank you.