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Can't reinstall Malwarebytes after uninstall in January


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I had the paid version of MB for years.  Had to have it uninstalled after an MB update slowed my Win 7 PC to an absolute crawl on 1/27/18.  Took over 2 hours to uninstall because of slowness.  Now I can't download and reinstall it.  Get "Error Code 5: Access is Denied".   Questions:

1.  Has the Jan 27 problem been fixed?  I gather from Internet searches that it has.

2.  Do I even need it?  I have ESET NOD32 Antivirus, which I understand is very good.  Does MB do anything ESET doesn't?

3.  If I do need it, how to I get around the Error Code 5 problem?

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***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: 

Spoiler

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

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

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For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
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  • Multiple Transactions
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  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Hello and Welcome

2 hours ago, JudyH said:

1.  Has the Jan 27 problem been fixed?  I gather from Internet searches that it has.

Yes issue was resolved within hours of when it happened..

 

2 hours ago, JudyH said:

2.  Do I even need it?  I have ESET NOD32 Antivirus, which I understand is very good.  Does MB do anything ESET doesn't?

Yes, having a second layer of protection is always good

 

2 hours ago, JudyH said:

3.  If I do need it, how to I get around the Error Code 5 problem?

Let's try to get a clean install of the current version (currently version 3.3.1.2183 CU 1.0.262)

Here are the steps to Download and run the MB-Clean Tool

  • Download MB-CLEAN Tool
  • Please Close all open applications
  • Double-click and run mb-clean-3.1.0.1031.exe
  • A prompt may open with an option to allow the program to make changes to your computer will appear: Click Yes
  • Next you will get a prompt asking you if you want to remove all Malwarebytes components from your system: 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 asking for a reboot:
    • Yes - will reboot and after the 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 asking if you want to re-install Malwarebytes: 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)

  • NOTE: If it does not offer you to download and install the latest version after the reboot you can download and install the latest version from -> Right Here <-

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