MBAM 3 for Windows will not install

[Agent88]

I had a MBAM Corporate version on my desktop due to expire tomorrow and discovered it would not let me install the new Premium version which Support says I should use. I found it would not uninstall the Corporate version so I started a support ticket and was advised to run the Clean up tool first, which I did.  MB-clean did not uninstall all MB programs (MBAE icon remained on the desktop) yet no programs but the MB MSI was listed in my Control Panel.  The Control Panel would not remove the MSI pgm (which seems to have a path to a temp file for Endpoint Security).  Now I am without MB protection because MBAM 3 will not install.  Every time I attempt to run the MBAM 3 Premium program it appears to finish the installation and asks to re-start, which I allow, but then on re-boot, goes through the same routine ad infinitum.  Also, interestingly, when I attempt to run the MBAM installation, it removes the mb-clean report, so I can't attach it but I  ran the mb-check pgm and am including its results.

mb-check-results.zip

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

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If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

• Farbar Recovery Scan Tool (FRST)
  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 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
• MB-Check
  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

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Thanks in advance for your patience.

-The Malwarebytes Forum Team

[dcollins]

Can you try running mb-clean /managed? This is generally needed for the business software to be removed.

[Agent88]

I will if you tell me how to run mb-clean /managed.   When I select mb-clean it auto-runs without any allowance to add a modifier.

[Agent88]

I ran the FRST pgm and then ran mb-check again.  Attached is the report.

mb-check-results.zip

[dcollins]

Going off your report, I think the following should work to run with /managed

1. Download mb-clean
2. Press the Windows Key + R to open the run dialog
3. In the window that comes up, type cmd and click Ok
4. In the black window that comes up, type cd %USERPROFILE%\Downloads
5. Type mb-clean-3.1.0.1031.exe /managed and press Enter
6. mb-clean should now run and remove any leftovers

[Agent88]

Ran the /manage switch for mb-clean, and it reports finished.  However, attempts to install MBAM 3 still results in a do-loop.  I get the setup wizard, language selection, terms (I agree), re-start required, and then on re-boot, same-o, same-o.

[dcollins]

Can you please do the following:

1. Press Windows Key + R to open the run dialog
2. In the window that comes up, type regedit and click Ok
3. In the window that comes up, navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion
4. Right click the Uninstall key key on the left side and choose Export
5. Save the key to a place you know
6. Repeat step 3, but this time navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Windows\CurrentVersion
7. Repeat steps 4 and 5, but choose a different filename
8. Right click each exported file and choose Send to -> Compressed (Zipped) folder
9. Upload both zip files

[Agent88]

Here you go:

MBAM reg info.zip

MBAM reg info.reg2.zip

[dcollins]

Not sure why our clean utility is missing this, but please download the attached zip, extract the .reg file, and double click it. This should remove the leftover registry entry

cleanup.reg.zip