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MadamSvendsen
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Porthos

Porthos

Posted
Posted
4 hours ago, MadamSvendsen said:

still deactivated and cannot be activated.

Let's try the easiest solution first:

  1. Click Start -> Run
  2. Type services.msc and click Ok
  3. Scroll down and find Windows Management Instrumentation
  4. Right click Windows Management Instrumentation and choose Start
  5. If you get an error here, please take a screenshot and post the error here. If you don't get an error, continue on the with the next steps
  6. Right click it again, and choose properties
  7. In the middle of the screen, change Startup Type: to Automatic and click Ok
  8. Reboot
  9. See if Malwarebytes starts properly
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Porthos

Porthos

Posted
Posted
3 minutes ago, MadamSvendsen said:

Thank you for looking into this

Let us get a clean install of the current version.

 

Download and run MB-CLEAN

  • Download MB-CLEAN
  • Close all open applications
  • Double-click and run mb-clean-3.1.0.1031.exe
  • A prompt with an option to clean up the system will appear: click Yes
    • Yes - will proceed with backing up the license key (Malwarebytes 3.x only) and initiating the cleanup process
  • Once the cleanup process is completed, a prompt will appear:
    • Yes - will proceed and post reboot you will be prompted to continue with the downloading, installation and activation of latest version of Malwarebytes 3
    • No - will exit the utility and you will not be prompted (post reboot) to download, reinstall and re-activate (not recommended)
      • We recommend rebooting immediately. Additionally, stopping at this step is not recommended and will most likely not resolve your issue(s).
  • Upon reboot, a prompt will appear: click Yes
    • Yes - will download, install and activate the latest version of Malwarebytes 3
    • No - will exit the utility and Malwarebytes 3 will not be downloaded, reinstalled or re-activated (not recommended)

 If it does not offer the new install after the reboot you can download and install from here. 

https://downloads.malwarebytes.org/file/mb3  

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Firefox

Firefox

Posted
Posted

Let's get a new set of 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 produce 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
  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, press "Enter" to accept the EULA then click "OK"
  9. 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


 

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Porthos

Porthos

Posted
Posted
11 minutes ago, MadamSvendsen said:

Had to wait for Windows to set it up

The latest log shows the computer has not been restarted for, 

Quote

System has been up for:     16.2019 Hours

We have not been here for that long since my last instruction. Are these the correct logs? Delete the ones you have on your desktop and create new ones. 

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Firefox

Firefox

Posted
Posted (edited)

While we wait on staff... in your last set of logs it shows you have a slightly older version installed:

Malwarebytes Version information
==================================
   "controllers_version" : "1.0.236",
   "db_version" : "2018.02.04.02",
   "dbcls_pkg_version" : "1.0.3863",
   "installer_version" : "3.3.1",

Please get the latest version installed, simply download the latest version from the link below and install it, no need to remove the one you have. Also make sure you do this under the ADMIN account.

Download the Latest MB3 v3.3.1.2183 CU 1.0.262 from ->>RIGHT HERE<<-

Also Malwarebytes is not going to work correctly if you have your WMI service disabled.

It appears your WMI Service is not running, let's try these easy steps to see if it solves your issues first:

  1. Click Start -> Run
  2. Type services.msc and click Ok
  3. Scroll down and find Windows Management Instrumentation
  4. Right click Windows Management Instrumentation and choose Start
  5. If you get an error here, please take a screenshot and post the error here. If you don't get an error, continue on the with the next steps
  6. Right click it again, and choose properties
  7. In the middle of the screen, change Startup Type: to Automatic and click Ok
  8. Reboot


Is Malwarebytes working properly now?

 

Edited by Firefox
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MadamSvendsen

MadamSvendsen

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Posted

I am really confused. I have reinstalled two times with the newest version prior to your post. Using EXACTLY the same link you provided.  I also do not understand the service issue

image.png.f68f5c31727e41052817cff01513d5eb.png

When I check, that service is running and started automatic. I am getting really worried.

Furthermore I have reinstalled (a third time) from the Administrator account. Right now everything is fine. I fail to see the difference between installing from a 'Run as Administrator...' and actually being logged in as Administrator - but there you go.

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Firefox

Firefox

Posted
Posted

Once you have installed the new version, lets get a new set of logs so we can take a look at them. Make sure all this is being done under an account that has admin access (not a limited account).

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 produce 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
  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, press "Enter" to accept the EULA then click "OK"
  9. 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


 

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