Malwarebytes suddenly disappeared

[help_geek]

Hello All,

My MB program was removed/uninstall/disappear itself.

(move failed or error code 183)

I was helped by a support agent from Malwarebytes and suggested below instructions. I hope this will help other to resolve the issue at earliest without waiting for late response due to high support demands.

As there was an update and some users faced the issue on it. To install updates program needs to uninstall existing version and then after reboot, it install the latest one. But due to some technical issue, it was not happening thus the program was disappearing.  This is a known issue that can be resolved by simply manually downloading and running the Malwarebytes setup file. Please, we aware we have addressed this issue to prevent it in the future.

To Resolve this issue, it was very simple but needed to follow the instruction carefully.

As we don't know what version was installed earlier so use "mb-clean" tool to remove previous version or leftovers.

***Before running clean tool it is always recommended to copy or write down your license key.

***NOTE: If you have any other anti-virus installed on your computer please disable or turn off the RTP for a while after downloading the requested tools in step 1 and step 2, till we finish below installation process.

STEP 1

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

More info about MB-CLEAN >  https://support.malwarebytes.com/docs/DOC-1112

- Double-click the file to launch the MB-Clean tool. A black DOS window will appear.

- Allow the tool to run its course, which should only take about a minute.

- Reboot your computer when prompted.

- You will find a log file named "mb-cleanresult.txt" on your Desktop. 

- After reboot, MB utility will ask you to download latest MB3.x version, click YES if you want to download but for some technical issue, if it won't ask to install, proceed then go to step 2 to download and install it manually.

Please attach the mb-clean-result.txt log in your next reply if you face any issue after this process.

 

STEP 2:

Download MB3 Installer (3.x.x.x) >  http://downloads.malwarebytes.com/file/mbam 

- Press “Accept” and then follow the prompts on the installer window.

- Malwarebytes will open automatically to the new welcome screen.

- If you have a premium subscription for either Malwarebytes Anti-Malware or Malwarebytes Anti-Exploit / Premium  Proceed to Activation.

 

STEP 3:  Activation (Premium Subscribers Only) (Optional step)

Note: If you do not already have your license key on hand, you can obtain your license info with the instructions provided in this link.

https://www.cleverbridge.com/?scope=cusecolp

Note: If you had purchased a key from official website or e-commerce payment partner cleverbridge.

 

"View this video how to activate license" > https://support.malwarebytes.com/videos/1016

Full document for activating the license. > https://support.malwarebytes.com/docs/DOC-1142

 

Sometime you may decline to activate due to "usage level exceeded error", you can reset the key from my account portal https://my.malwarebytes.com/en/login

Remember my account portal need your email which was used to purchase key before. You can register to my account using your email.

 

How to deactivate/reset license from my account portal > https://support.malwarebytes.com/docs/DOC-1032 

 

After above instruction, if nothing helps then there must be any other issue like infections or anti-virus conflicts, which is stopping Malwarebytes program to run or install.

Please send us the log file to check for the issue.

First, run frst tool and then mb-check tool and send mb-check-results.zip file located on the desktop. Check below article for instruction to obtain log file.

** https://support.malwarebytes.com/docs/DOC-1318

 

** https://support.malwarebytes.com/docs/DOC-1375

Step 1 helped me to resolve my issue but for my friend, he needs to proceed step 2 as well. But at the end, we successfully running Malwarebytes 3.2.2 premium version.