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Malwarebytes Won't Open


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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: 

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If you haven’t already done so, please run the Malwarebytes Support Tool 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.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
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  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    welcome mbst.png
  • Click the Gather Logs button
    gatherlogs.png
  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:
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-The Malwarebytes Forum Team

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Greetings,

Please do the following:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced Options on the main page (not Get Started)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

If you have any trouble with those instructions let me know and I will provide additional information and options.

Thanks

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No problem at all.  Now, let's see if we can get Malwarebytes running for you again.

First, please exclude Malwarebytes files and processes from Webroot to see if that's the issue.  The list of items to exclude may be found here.

If that did not resolve the issue, then please run the Malwarebytes Support Tool again, and once again select Advanced Options, but this time click Clean and allow it to restart your system when prompted then either allow it to reinstall Malwarebytes for you, or if you wish, you may download and reinstall it manually from here.

Next, if Malwarebytes still won't run, then please try running the special build of Malwarebytes Anti-Rootkit as instructed in this topic and if it is able to run, have it remove any threats that it finds then restart to complete the threat removal process.  Once that's done, if the issue still persists, go ahead and run ADWCleaner and allow it to remove anything that it finds and restart your system to complete the removal process if prompted to do so.

Once all of that is done, if Malwarebytes still won't open then I would recommend that you read and follow the instructions in this topic and create a new thread in the malware removal area containing the requested logs and information by clicking here and one of our malware removal specialists will assist you in checking your system and removing any remaining threats which will hopefully get Malwarebytes up and running again.

Please let me know how it goes and if the issue still persists and if there are any other issues.

Thanks

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Thank you exile. I went through the Clean process and when it reinstalled Malwarebytes it installed the newest version. I am now able to open it and I was able to scan. If I run into this problem again, should I just go through the Clean process instead of coming here? I appreciate the help. Again, thank you.

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That's excellent news, I'm glad that it's working now :)

Yes, you may go through the clean process should you encounter this problem again, and if that doesn't resolve it then please feel free to return here and let us know and we'll help you out.  The same goes for any other issues or questions you might have in the future; we are always here and always eager to help out so don't hesitate to contact us if you are in need of assistance.

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