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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
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • 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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Hello and Welcome!

Lets try this new tool called Malwarebytes Support Tool to get a clean install of Malwarebytes.

  1. Please download our new Support Tool from RIGHT HERE
  2. Double click the downloaded file and click Yes if prompted for the UAC warning
  3. Place a check mark to Accept License Agreement and click Next
  4. Click on Advanced Options (below Get Started box)
  5. Click on "Clean" box
  6. Click on "Yes" on the warning about removing Malwarebytes (this will start the cleanup process and there is no need to deactivate)
  7. Once complete click "OK" to reboot the computer
  8. After Reboot click on "Yes" to reinstall the latest version of Malwarebytes
  9. Malwarebytes should now be installed and activated if you use the Premium Version
  10. You can now exit the Malwarebytes Support Tool

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It appears that User Account Control is disabled on your system.  This could account for the issues you're experiencing as the Malwarebytes installer and software are designed to be fully compatible with User Account Control.  I would recommend at least temporarily enabling UAC and setting it to its default, instructions on how to do so may be found here.

Once that's done, restart the system then try installing Malwarebytes once more, then restart the system again (even if you aren't prompted to do so as the install has some cleanup to do), then ensure that Malwarebytes is installed and working properly without prompting for a reboot, then you may change your UAC settings back if you wish.

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11 hours ago, Firefox said:

Hello and Welcome!

Lets try this new tool called Malwarebytes Support Tool to get a clean install of Malwarebytes.

  1. Please download our new Support Tool from RIGHT HERE
  2. Double click the downloaded file and click Yes if prompted for the UAC warning
  3. Place a check mark to Accept License Agreement and click Next
  4. Click on Advanced Options (below Get Started box)
  5. Click on "Clean" box
  6. Click on "Yes" on the warning about removing Malwarebytes (this will start the cleanup process and there is no need to deactivate)
  7. Once complete click "OK" to reboot the computer
  8. After Reboot click on "Yes" to reinstall the latest version of Malwarebytes
  9. Malwarebytes should now be installed and activated if you use the Premium Version
  10. You can now exit the Malwarebytes Support Tool

 

Tried it didn't work

 

5 hours ago, exile360 said:

It appears that User Account Control is disabled on your system.  This could account for the issues you're experiencing as the Malwarebytes installer and software are designed to be fully compatible with User Account Control.  I would recommend at least temporarily enabling UAC and setting it to its default, instructions on how to do so may be found here.

Once that's done, restart the system then try installing Malwarebytes once more, then restart the system again (even if you aren't prompted to do so as the install has some cleanup to do), then ensure that Malwarebytes is installed and working properly without prompting for a reboot, then you may change your UAC settings back if you wish.

Also set this to always notifiy me and it gave me  a notificaation when I opened the installer, pressed yes but still asked me to restart.

Edited by Shix
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Please do the following so I can take a look.  I suspect there might be a startup entry left by the installer that's causing this issue:

Create an Autoruns Log:
Please download Sysinternals Autoruns from here and save it to your desktop.

Note: If using Windows Vista, Windows 7, Windows 8/8.1 or Windows 10 then you also need to do the following:

                Right-click on Autoruns.exe and select Properties
                Click on the Compatibility tab
                Under Privilege Level check the box next to Run this program as an administrator
                Click on Apply then click OK

 

  • Double-click Autoruns.exe to run it.
  • Once it starts, please press the Esc key on your keyboard.
  • Now that scanning is stopped, click on the Options button at the top of the program and verify that the following are checked, if they are unchecked, check them:
        Hide empty locations
        Hide Windows entries
  • Click on the Options button at the top of the program and select Scan Options... then in the Autoruns Scan Options dialog enable/check the following two options:
        Verify code signatures
        Check VirusTotal.com
  • Once that's done click the Rescan button at the bottom of the Autoruns Scan Options dialog and this will start the scan again, this time let it finish.
  • When it's finished and says Ready. on the lower left of the program window, please click on the File button at the top of the program and select Save and save the file to your desktop and close Autoruns.
  • Right click on the file on your desktop that you just saved and hover your mouse over Send To and select Compressed (zipped) Folder
  • Attach the ZIP folder you just created to your next reply
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Thanks, based on what I'm seeing it looks like the system is probably infected, which explains why it isn't working correctly.

To resolve this, please read and follow the instructions in this topic as best you can and create a new topic 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 and clearing the system of all threats, and most likely will fix the problems you're having with Malwarebytes in the process (it will also likely fix a lot of other issues you may not have even been aware of as the system seems to have a lot going on with it likely due to the threats).

They'll get you all cleared up in the malware removal area, and if the issues do persist with Malwarebytes after they're done, then you may return here for assistance afterwards but for now just work with them directly as getting cleaned up is the most important thing at this point.

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