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@Budd

Could you get us some logs to look over?

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. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     notify me.jpeg  

    Click "Reveal Hidden Contents" below for details on how to attach a file:
      Reveal hidden contents

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

Thank you

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  • Staff
  • Solution

Ok, let's try this then please:

  1. Download and run the Malwarebytes Support Tool.
  2. Accept the EULA and click Advanced Options on the main page.
  3. Click the Clean button and let the process finish, which will include rebooting your computer.
  4. After rebooting, the application should launch again and allow you to reinstall.

If that fails, please run the Gather Logs option again and upload a new set of log files as it will contain some details around why the upgrade is failing.

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