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Cannot Open Malwarebytes Premium

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Good afternoon.

Per subject above, the problem started several days ago.  If I click on this software, nothing happens --just spins and spins.  Then I can't

get back to my home page.  Also, cannot shut down my desktop computer the normal way -- I have to hold down the Dell start

button and hold for a few seconds.    Just guessing here but an update to my Avast antivirus may have had something to do with this.

Anyway, this is the only problem I've had with Malwarebytes in years, except for one of my protection keys turning off by itself for awhile

some months ago. 

Any suggestions or help you can offer will be appreciated.


RobertCope          9/2/18


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Hello and Welcome

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
  • 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:

    To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

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

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Thanks for your response, Devin.  Will do.  I had thought Avast may have had something to do with this foul up.

By the way , did my Support Tool findings get though?   Dragged it over from the Desktop and dropped it in. It downloaded but don't see it there. Just curious.


Thanks again! 

  RobertCope         93/18      3:50 p.m. EST

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Thanks again, Devin.   Glad the Support Tool got through.  Everything seems to be O.K. now -- I hope!   Will know later and/ or tomorrow

when I log back on, etc.  (This foul up also screwed up my connection to the internet (Firefox) and some email addresses.)  But I sincerely

thank you for your help and guidance.


RobertCope      9/3/18      7:00 p.m. EST

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