Problem with upgrading to 3.2

[vr79]

I'm just copying and pasting the inquiry I made via e-mail (for which I've received no response since I contacted Malwarebytes a week ago):

 

Oct 14, 12:05 PDT

I'm using a Windows 10 computer, and I proceeded to install the upgraded version of Malwarebytes after receiving a notification of its availability on my PC. I believe it was version 3.2.something. The installation began, and after a couple of seconds I received a message saying that the installation could not be completed because it said a file it was trying to rename (i think it was mbamtray.exe) already existed and could not be renamed. I was given three options- to Abort, Retry, or Ignore (which wasn't recommended). I tried Retry a few times, but I just kept getting the same message about not being able to proceed with the installation. Since the option "Ignore" wasn't recommended, I clicked on "Abort," and then a message popped up saying something like "Rollback in progress" or "Rollback initiated" or something along those lines. I then realized after that box closed that the Malwarebytes application was removed from my desktop and Start menu (and from the list of programs on my PC), so it was uninstalled before the new installation began. I'm just not sure if it's completely uninstalled, though, but I definitely can't access the version I had before. So, where do I go from here? I saw on the Malwarebytes forum that someone recommended (to another person who had a different issue with upgrading) that a Malwarebytes clean-up tool be used to remove remnants of the older program. Is that something I should do before I try to do a fresh reinstall? Will I be able to utilize my existing license key to maintain the same Premium subscription I've had without any issues? I appreciate any assistance you can give me about this. Thank you.

 

 

...

so, I just want to know if I should use the Clean-up tool, and if it's guaranteed that I can still use my Premium license key on this PC with a fresh installation of Malwarebytes 3 with no issue. I've read that I would have to deactivate my license key before a fresh install, but since the older version is not available to me anymore, I can't go about deactivating it on my own. Does the Clean up tool take care of that automatically? 

Please advise. Thanks!

Edited October 20, 2017 by vr79
just editing unnecessary words and correcting typos

[Firefox]

Hello and Welcome...

Yes go ahead and use the cleanup tool... instructions below...

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-clean 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 v3.2.2.2029 CU 1.0.212) 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 requested logs - Diagnostic Logs (after you run all the tools requested, all the logs will be combined into one log file named: mb-check-results.zip located on your Desktop (which will include the FRST logs inside the zip file))
3. NOTE: More info about the latest Malwarebytes 3.2.2 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

[vr79]

Hi, thanks for your prompt response. Strangely, at the same time I posted this on this forum, I finally received an e-mail reply about my original support request. The support specialist who replied suggested that before anything else, I should run the FRST tool and then after that MB_Check.

[Firefox]

Totally up to you... If you follow my instructions, it will have you perform the clean re-install (being that you don't have MB3 installed right now, more than likely there are leftovers that need to be dealt with)

Step #2 above will have you collect those logs if the mb-clean tool does not help your issue.