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respinoza

Announcing Malwarebytes Support Tool

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Posted (edited)

We are excited to announce the general availability 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 new functionality:

  • Refreshed user interface to closely resemble other Malwarebytes products.
  • Introduction of four new menus: Repair, Existing Tickets, Advanced and About.
  • Added an automated repair process to self-serve options.
  • Added functionality to automatically backup Malwarebytes for Windows configuration data, exclusions and quarantine data when performing a repair.
  • Incorrect output fixed in mbst-check-results.txt.
  • Fixes to clean reinstallation functionality not correctly cleaning the system.

Existing functionality:

  • Added self-serve options to help provide solutions faster
  • Added detection of outdated Malwarebytes for Windows installation and ability to upgrade to latest version.
  • 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
  • Added application telemetry.
  • Improved clean functionality to provide more robust manual cleanup, removal of Malwarebytes business products and clearer logging.
  • Improvements to troubleshooting information collection.

For more information, please refer to the following links:

 

Note: Should you encounter any issues please start a new topic in this section.

Changelog:

Spoiler

Malwarebytes Support Tool version 1.3.1 release date 11/09/2018

  • Added security enhancements to the cleanup list.
  • Fixes to prevent crashes when the cleanup list is missing.
     

Malwarebytes Support Tool version 1.3.0 release date 11/06/2018

  • Running a repair will automatically perform log gathering to preserve troubleshooting logs.
  • Added automatic update of manual cleanup list to ensure clean functionality remains up-to-date.
  • Updates to log gathering and clean/repair output.
  • Icons on the repair page have been changed from static to dynamic.
  • Log gathering order adjusted to perform "Collect Logs" stage first.
  • Log upload timeout is now honored, resulting in the mbst-grab-results.zip file correctly being moved to the desktop when an upload times out.
  •  Existing ticket log upload no longer fails when performed in the same session as a repair.
  • Fixes to log gathering output issues.
  • Malwarebytes Support Tool no longer crashes in Safe Mode.


Malwarebytes Support Tool version 1.2.0 release date 10/15/2018

  • Refreshed user interface to closely resemble other Malwarebytes products.
  • Introduction of four new menus: Repair, Existing Tickets, Advanced and About.
  • Added an automated repair process to self-serve options.
  • Added functionality to automatically backup Malwarebytes for Windows configuration data, exclusions and quarantine data when performing a repair.
  • Incorrect output fixed in mbst-check-results.txt.
  • Fixes to clean reinstallation functionality not correctly cleaning the system.


Malwarebytes Support Tool version 1.1.2 release date 6/08/2018

  • Added ability to collect new MB3 setup logs from %systemroot%\temp and place in the mbst-grab-results.zip\Other Logs\Setup Logs directory.
  • Added information to mb-check-results.txt regarding the new MbamIService service created by the MB3 installer
  • Improvements to product detection capability to account for XP/Vista users and only supply 3.5.1 CU15. Windows 7+ users will be supplied 3.5.1 CU16 and onwards.
  • Improvements to collect partial FRST logs created in the working directory in the event that FRST crashes.


Malwarebytes Support Tool version 1.1 release date 5/23/2018

  • Added ability to unredeem Malwarebytes for Windows installation in the event the product uninstaller is missing or broken.
  • Added application telemetry opt-out button to Advanced Options page.
  • Improvements to the manual cleanup functionality of Malwarebytes products.
  • Improvements to the mbst-clean-results.txt troubleshooting log generated when clean functionality is used.
  • Improvements to the mbst-check-results.zip troubleshooting file generated when log gathering functionality is used.


Malwarebytes Support Tool version 1.0 release date 4/26/2018

  • Added detection of outdated Malwarebytes for Windows installation and ability to upgrade to latest version.
  • Added application telemetry.
  • Updated Get Started page to provide better ticket search functionality.
  • Improvements to the clean functionality for more robust manual cleanup of Malwarebytes business products and clearer logging.
  • Improvements to troubleshooting information collection.

 

Edited by respinoza

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Posted (edited)

Malwarebytes Support Tool - Guided

This feature is designed for the following reasons:

  • For use when you want to repair your Malwarebytes installation
  • 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. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Click the Start Repair button
  5. A prompt to reboot will appear. Ensure all open work is saved and click OK
  6. After the reboot, Malwarebytes Support Tool will automatically reopen and it will  download and run the installer for the latest version of Malwarebytes for Windows. 
  7. Check if you are still experiencing an issue with your Malwarebytes for Windows software.
  8. If the repair process has fixed the issue, you can exit the program by clicking the X on the top right corner.
  9. If the issue has not been fixed, click the Get More Help button.
  10. Click the drop-down box arrow and select the issue you're having with your Malwarebytes software or account.
  11. 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.
  12. If you still experiencing issues at this point, click the New Ticket button to get in contact with Malwarebytes Support.
  13. Fill in the requested details and click the Submit button. All fields must be completed to proceed. 
  14. You will receive a confirmation email confirming your support ticket was successfully created. Malwarebytes Support will review the ticket and respond via email shortly.
  15. Click the X on the top right corner to close the Malwarebytes Support Tool.

Screenshots:

Spoiler

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image.png.809dc514424b51c68c5b2d4ac91e7950.png 

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image.png.df195cf25be5c0d3031a59186b4c318e.png

 

 

 

Edited by respinoza

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Posted (edited)

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. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced page contains three options:
    • 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 installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot. 
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler

 image.png.98c76d9e029869c7b4cf16db41391ecf.png

 image.png.7deb5a828aef21e01320754196db8d46.png

image.png.fb848dc788931a71a20fc27438f798bf.png

 

image.png.9cdd4b5afa62360fd1edfc5a9bb1be9f.png 

image.png.4bf4f26f660db7dc689afc55afcbeec0.png

 

Edited by respinoza

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Malwarebytes Support Tool version 1.3.0 is now available!

You can find the new change log below. For all archived change logs, you can find them in the first post above.

  • Running a repair will automatically perform log gathering to preserve troubleshooting logs.
  • Added automatic update of manual cleanup list to ensure clean functionality remains up-to-date.
  • Updates to log gathering and clean/repair output.
  • Icons on the repair page have been changed from static to dynamic.
  • Log gathering order adjusted to perform "Collect Logs" stage first.
  • Log upload timeout is now honored, resulting in the mbst-grab-results.zip file correctly being moved to the desktop when an upload times out.
  • Existing ticket log upload no longer fails when performed in the same session as a repair.
  • Fixes to log gathering output issues.
  • Malwarebytes Support Tool no longer crashes in Safe Mode.

Note: Should you encounter any issues please start a new topic in this section 

Edited by respinoza

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Malwarebytes Support Tool version 1.3.1 is now available!

You can find the new change log below. For all archived change logs, you can find them in the first post above.

  • Added security enhancements to the cleanup list.
  • Fixes to prevent crashes when the cleanup list is missing.

Note: Should you encounter any issues please start a new topic in this section 

Edited by respinoza

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