Budd Posted June 20, 2018 ID:1251497 Share Posted June 20, 2018 Web protection keeps going off. I have the latest version installed Link to post Share on other sites More sharing options...
vbarytskyy Posted June 21, 2018 ID:1251657 Share Posted June 21, 2018 @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 Click the Gather Logs button 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: 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 Link to post Share on other sites More sharing options...
Budd Posted June 21, 2018 Author ID:1251699 Share Posted June 21, 2018 mbst-grab-results.zip Link to post Share on other sites More sharing options...
Firefox Posted June 21, 2018 ID:1251710 Share Posted June 21, 2018 You have a slightly older version, lets get you on the latest version to see if it fixes your issues. Download the Latest MB3 v3.5.1.2522 CU 1.0.374 from ->>RIGHT HERE<<- Link to post Share on other sites More sharing options...
Budd Posted June 21, 2018 Author ID:1251711 Share Posted June 21, 2018 Nothing installed Link to post Share on other sites More sharing options...
Firefox Posted June 21, 2018 ID:1251742 Share Posted June 21, 2018 1 hour ago, Budd said: Nothing installed Did you click on the link and download the file and install it? Link to post Share on other sites More sharing options...
Budd Posted June 21, 2018 Author ID:1251753 Share Posted June 21, 2018 Yes. I ran it and a window popped up, selected OK on the "English" window, then nothing happened except to place an icon on my lower task bar. Link to post Share on other sites More sharing options...
Budd Posted June 22, 2018 Author ID:1251927 Share Posted June 22, 2018 Does that mean it installed? Link to post Share on other sites More sharing options...
dcollins Posted June 22, 2018 ID:1251974 Share Posted June 22, 2018 Generally yes, but the process you outlined seems strange. Can you grab a new set of logs using the steps above from @vbarytskyy so we can confirm? Thanks Link to post Share on other sites More sharing options...
Budd Posted June 22, 2018 Author ID:1252006 Share Posted June 22, 2018 mbst-grab-results.zip Link to post Share on other sites More sharing options...
dcollins Posted June 22, 2018 ID:1252018 Share Posted June 22, 2018 It looks like the update didn't go through, the log shows that the close button was clicked. Can you try doing the install one more time? Link to post Share on other sites More sharing options...
Budd Posted June 25, 2018 Author ID:1252480 Share Posted June 25, 2018 Same thing happened. Just an icon on my task bar after I click RUN, YES, OK. I'm clicking on "RIGHT THERE" from a post by Firefox on Thursday and then on the download "mb3-setup..... Link to post Share on other sites More sharing options...
Solution dcollins Posted June 25, 2018 Solution ID:1252506 Share Posted June 25, 2018 Ok, let's try this then please: Download and run the Malwarebytes Support Tool. Accept the EULA and click Advanced Options on the main page. Click the Clean button and let the process finish, which will include rebooting your computer. 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. Link to post Share on other sites More sharing options...
Budd Posted June 25, 2018 Author ID:1252510 Share Posted June 25, 2018 I click on "GET STARTED" and it asks for email address and Ticket Number? Link to post Share on other sites More sharing options...
Firefox Posted June 25, 2018 ID:1252515 Share Posted June 25, 2018 13 minutes ago, Budd said: I click on "GET STARTED" and it asks for email address and Ticket Number? You have to click on Advanced Options below the GET STARTED button... Link to post Share on other sites More sharing options...
Budd Posted June 26, 2018 Author ID:1252740 Share Posted June 26, 2018 Thanks Guys. That solved the problem. Link to post Share on other sites More sharing options...
Firefox Posted June 26, 2018 ID:1252757 Share Posted June 26, 2018 1 hour ago, Budd said: Thanks Guys. That solved the problem. Glad to hear it, and glad we could help solve your issues Link to post Share on other sites More sharing options...
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