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Introducing the new Malwarebytes Support Tool!

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We are excited to announce the Beta release of our new Malwarebytes Support Tool!

The Malwarebytes Support Tool is a multi-purpose troubleshooting and repair utility, designed to assist with issues related to Malwarebytes for Windows. Our goal with the Malwarebytes Support Tool is to provide a simple and stress-free approach to troubleshooting issues with Malwarebytes products. The Malwarebytes Support Tool can be used in two fashions: Guided or Advanced.

In Guided, you'll be offered self-help suggestions followed by an option to create a ticket with our support team (or update an existing ticket). In Advanced, you'll be able to perform troubleshooting on your own and/or get help from our forums support team.

 

** Download Malwarebytes Support Tool Here **

 

This release includes the following functionality:

  • Added self-serve options to help provide solutions faster
  • Added ability to generate new Malwarebytes Support tickets
  • Added ability to lookup existing Malwarebytes Support tickets and upload troubleshooting information to a secure Malwarebytes server
  • Integrated automation of Farbar Recovery Scan Tool (FRST)
  • Integrated automation of existing Malwarebytes Support tools (MB-Check, MB-Grab & MB-Clean)
  • Contains offline functionality in case of a networking problem
  • Contains Advanced Options page to locally generate troubleshooting information or perform a clean reinstallation of Malwarebytes for Windows

For more information, please refer to the following links:

 

Note: Please keep in mind this is Beta software, should you encounter any issues please start a new topic in this section.

Changelog:

Spoiler

Version 0.0.10.380 March 26, 2018

  • Fixed a bug that was causing a crash while gathering logs

 

Edited by respinoza

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Malwarebytes Support Tool - Guided

This feature is designed for the following reasons:

  • For use when you want to try and troubleshoot issues on your own
  • For use when you want to create a ticket with Malwarebytes
  • For use when you want to upload logs to a existing ticket

How to use the Guided option:

Spoiler
  1. Locate the executable file "mb-support-x.x.x.xxx.exe" and double-click to launch the application.
  2. Place a check mark next to Accept License Agreement by clicking the box.
  3. Click Next.
  4. Click Get Started.
  5. If you are not already in contact with Malwarebytes Support via email, proceed by placing a checkmark next to I do not have a support ticket and click the Next button.
  6. Click the drop-down box arrow and select the issue you're having with your Malwarebytes software or account.
  7. View the contents of the box and click the link that best describes your issue. This will open a new page in your default Internet browser and display relevant material located on the Malwarebytes Support website.
  8. If your issue is resolved, click Close. If your issue persists, proceed with the next step below.
  9. If the online material was unable to help resolve your issue, place a checkmark next to Open a ticket and click the Yes button. This will allow you to get in direct contact with Malwarebytes Support.
  10. Fill in the requested details and click the Submit button. All fields must be completed to proceed.
  11. Once completed, your ticket will be created and troubleshooting information will be collected to assist Malwarebytes Support with addressing your issue.
  12. Click Exit to close the Malwarebytes Support Tool.

Screenshots:

Spoiler

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5aa99e53a63c0_window5gatheringlogs.png.10fe92d9e975e5204dee3a677b4d54d2.png

 

 

Edited by respinoza

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Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler
  1. Locate the executable file "mb-support-x.x.x.xxx.exe" and double-click to launch the application.
  2. Place a check mark next to Accept License Agreement by clicking the box.
  3. Click Next.
  4. Click Advanced Options.
  5. The Advanced Options page has two options, please choose one:
    • Gather Logs: Collects troubleshooting information from the computer using Check and Grab functionality. As part of this process, Farbar Recovery Scan Tool (FRST) is also run to perform a complete diagnosis of the computer. The troubleshooting information is saved to a file on the Desktop named mbst-grab-results.zip. This file can be added as an email attachment or uploaded to a forum post and will assist your Malwarebytes Support agent with troubleshooting the issue currently being experienced.
    •  Clean: Performs an automated uninstallation of all Malwarebytes products currently installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. This process may require a reboot of the computer, which must be manually consented to.
  6. If you select Gather Logs, a message box will be displayed once the process has finished.
  7. Click OK to close. A file named mbst-grab-results.zip will be saved to your Desktop.
  8. If you select Clean, Malwarebytes Support Tool will prompt you for confirmation. If you consent to Malwarebytes Support Tool removing all Malwarebytes products from your computer, click Yes. If you wish to cancel, click No.

Screenshots:

Spoiler

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5aa99f4b12c29_window8mb3install.png.c7b42059a63b7f42062066c5436c4df9.png

 

Edited by respinoza

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