Malwarebytes uninstalls itself

[caveman144]

Started my computer today and Malwarebytes was gone.  It may have been gone for days.  The program obviously uninstalled itself.  Didn't show up in my applications list at all.  The only malwarebytes file left on the computer was a .dll file with the name changed to .old.   The last thing I remember was a while ago and malwarebytes asked to upgrade to the newest version.  I have a paid subscription.  This is all over the normal forums on the internet, how come there is nothing about it here where it should be.  I got it working again by downloading and installing the newest version as suggested on another forum..  It automatically picked up my subscription information when it installed.

 

This is something that should never happen with a security product.  It makes me kind of question if the program even works. And makes me question the integrity of the company since there is no mention of this obviously serious problem on the malwarebytes website. Search for malwarebytes is missing and you will find pages of hits.

Edited October 31, 2017 by caveman144

[Porthos]

43 minutes ago, caveman144 said:

I got it working again by downloading and installing the newest version as suggested on another forum..  It automatically picked up my subscription information when it installed.

Hopefully, this will be addressed/fixed in the next version.

 

[Maurice Naggar]

Hi Caveman44.

We do need to get reports from your PC in order to see what had happened.

1. Please get & SAVE Farbar Recovery Scan Tool (FRST)   and later run it to get 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 product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
2. 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, press "Enter" to accept the EULA then click "OK" 
   3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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

You do mention <<  The last thing I remember was a while ago and malwarebytes asked to upgrade to the newest version.  >>

When was the last time you saw such a prompt ?  What was the prior version of Malwarebytes on this pc ?

I would appreciate having the reports from this machine.

[Maurice Naggar]

@caveman144 Good morning.

How is it going ?  Please provide the reports so that we can have the details needed.

Further to that, before this incident, Do you recall prompts to do a Upgrade  and then responding to have it done later on  ( ie, to postpone )?

 

[OnMy2ndGP]

This happened to me today. I booted my PC and MB alerted me that a new version was ready to be installed. So, I clicked the install button and went to the prompts. Once install was complete, MB told me to reboot the PC for changes to take effect. The PC rebooted and now there is no MB on my PC.

I'm currently downloading it from MB dot com and will reinstall it. 

Just thought I'd share that this has happened to more than just one person.

EDIT: After reinstalling MB from the official MB site it appears to have retained all of my settings, history and account info. I'm not going crazy because MB was not on my PC after the update. There was no process running, no service running. I should have looked in the original install location to see if there were files there. Which must have been since it retained my info after reinstalling. 

Edited November 3, 2017 by OnMy2ndGP
Additional details

[ICMCD]

Malwarebytes has uninstalled itself from my PC (Windows 10) twice within the past few days. When I tried to re-install it after the second deletion (just now), it reached the stage of asking me to restart the PC but, when I did so, it didn't re-install.

[Maurice Naggar]

@OnMy2ndGP and @ICMCD   I would like to get reports from eacch of you  Z( same as for original poster.

Especially for ICMCD  since your pc has the symptoms you listed.  Yours will take extra effort.  First step, send reports.   Please.

We do need to get reports from your PC in order to see what had happened.

1. Please get & SAVE Farbar Recovery Scan Tool (FRST)   and later run it to get 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 product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
2. 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, press "Enter" to accept the EULA then click "OK" 
   3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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

You do mention <<  The last thing I remember was a while ago and malwarebytes asked to upgrade to the newest version.  >>

When was the last time you saw such a prompt ?  What was the prior version of Malwarebytes on this pc ?

I would appreciate having the reports from your machine.

 

NOTE:  Any others who are not the original poster, Please start your own thread.

[ICMCD]

Maurice,

I think I've followed your instructions correctly. I've attached the zip file as requested.

Ian

mb-check-results.zip

Edited November 5, 2017 by Maurice Naggar

[dcollins]

@ICMCD it looks like you had some files pending reboot the first two times, and then the last time you cancelled the installation mid-way through. Can you try installing one more time please?

[ICMCD]

43 minutes ago, dcollins said:

@ICMCD it looks like you had some files pending reboot the first two times, and then the last time you cancelled the installation mid-way through. Can you try installing one more time please?

dcollins, I installed it again a few minutes ago, and so far it's remained installed and is currently undertaking a scan. If it uninstalls itself, I'll let you know.

Thanks,

ICMCD

[OnMy2ndGP]

Requested zip file is attached. My previous MB version was 3.2.

The last time MB prompted me to update was from v3.0.5 to v3.0.6. I had to do a manual update to get v3.1. MB never notified of new release to v3.1 and I only learned of that version by reading these forums. I had to manually update from v.3.1 to v.3.2 as well.

mb-check-results.zip

Edited November 5, 2017 by Maurice Naggar

[Maurice Naggar]

Hello Onmy2ndGP.

Thank you for sending the reports file.  It seems that on the Upgrade run November 2nd  ( near 6:21 pm your time) there was ( or should have been) a prompt to Restart the system.  But it was declined.   That is regrettable.

At this point though, this pc should be on version 3.3.1.2183   and it should be working normally.

The mb-check dated November 3rd shows the pc does have Version 3.3.1  and that it is running & with protections ON.

As far as prior install history, it appears that this pc had had version 3.1.2.1733 into late September.  Then by October 1 had version 3.2.2.2029

 

This pc also uses Avast antivirus.   That needs adjusting so that it treats Malwarebytes as a trusted application.

First, though, set Windows to show all folders, including system folders.

To show all files:
Press and hold Windows-key & then press E key to start Windows Explorer. Be patient as it will show a VIEW tab with a ribbon at the top.

When in Windows Explorer, press ALT-key then V key to get VIEW menu
Look at the top ribbon, right side. {the Show/Hide block}
Look at the line "Hidden items". IF it has no checkmark, then Click the box one time so that it is checked.

 

Next,  Start Avast antivirus.  Look for the gear icon up on the top right and click it.
That is the control for settings of Avast.
Then be sure to be on the tab marked *General*.

Then use the scroll bar on the right and scroll down to the section marked *Exclusions*  and click on the down arrow.
Click the browse button.

Navigate to the C drive and look for "C:\Program Files\Malwarebytes\Anti-Malware"
when found, then put a check mark by clicking on the check box for that line.

Then click OK.

verify that this line is set to  "C:\Program Files\Malwarebytes\Anti-Malware"

Avast will convert that into this  C:\Program Files\Malwarebytes\Anti-Malware\*

please do the same for this folder too "C:\Programdata\Malwarebytes"

That all goes in the tab marked File paths.
 

Then click the OK button at the bottom.
Then click the X button at the top to Close.

After this is done, RESTART Windows.  Wait for it to finish re-loading.  Have lots of patience.

you may use this post with a image-sample as a additional visual tip
https://forums.malwarebytes.com/topic/199895-antivirus/?do=findComment&comment=1119644

Let me know in case there is something else you need help with.

Cheers.

[OnMy2ndGP]

Thanks Maurice. I have made the recommended adjustments to Avast as well. Cheers!

[Maurice Naggar]

That is great.  You are very welcome.

[RandomUser13]

Hi, i noticed my Malwarebytes app was gone. I have got it back now but have no idea how long it was gone. I followed your advice and have attached the file.

 

 

mb-check-results.zip