Dashboard Not Visible

[LShearer]

The Dashboard on my newest version of Malwarebytes is not visible.

mbst-grab-results.zip

[Malwarebytes]

***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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[Firefox]

Hello and Welcome @LShearer

While we wait for someone to review your logs, perhaps a clean reinstall of Malwarebytes will solve your issue.

Please download the Malwarebytes Support Tool and use it to do a Clean Removal and reinstall of Malwarebtyes

• 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 the User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
    
  
  
• Place a check-mark 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 - do not click Get Started

  
   
  

• Click the CLEAN button

  |
   
  

• A progress bar will appear and the program will proceed to remove Malwarebytes from your computer
  

• Upon completion, click OK
  

• Follow the onscreen prompts to reboot and reinstall Malwarebytes
  

If you do not get prompted to reinstall Malwarebytes then download the latest version from the link below.

Download the Latest MB3 v3.6.1.2711 CU 1.0.463 from ->>RIGHT HERE<<-

[LShearer]

I did clean and reinstall using the Malwarebytes tool.  This did not improve the situation, and now not only can I not see the Dashboard, I can no loger see the Scan Page.

[Firefox]

Does it pull up in a window and you can't see anything or does it not even open at all?  Do you have a screenshot perhaps?

Also, now that you have done a clean re-install with the support tool, can you provide a new set of logs for review.

Thanks,

Edited September 27, 2018 by Firefox

[LShearer]

[exile360]

Are you resizing the Malwarebytes window?  I ask because on a display set to the resolution you're using (1920x1080), the Malwarebytes UI should not appear anywhere near that large which makes me think this must somehow be an issue with the engine Malwarebytes uses for rendering its interface (based on QT, which is installed within its Program Files folder).

It may help to enable the Collect enhanced event log data for support option found under Settings>Application in the Event Log Data section in Malwarebytes, then rebooting and opening the main Malwarebytes window, then providing another set of diagnostic logs via the Malwarebytes Support Tool:

1. 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
   

Once that is done you can disable the Collect enhanced event log data for support option again as it tends to create pretty large files that use a lot of disk space if you leave it running for an extended period of time.

[LShearer]

mbst-grab-results.zip

No, I enlarged them for the screenshot.  The normal view is below, as are the logs.

[exile360]

Thanks, @dcollins please take a look if you would.

I've notified a member of Malwarebytes Support to review your logs.  Hopefully he will be able to enlighten us on what's causing this and track down a solution.

[nikhils]

Hello @LShearer

Can you please install DebugView from : https://docs.microsoft.com/en-us/sysinternals/downloads/debugview

Now run the tool and launch the MB3 UI.

Save the DebugView logs and please send it to us.

Thank you.

[LShearer]

mbst-grab-results.zip

No, I enlarged them for the screenshot.  The normal view is below, as are the logs.

 

Debug File is uploaded, per your request.  Not certain this is correct, so let me know.  I appreciate it!

LENOVO-PC1 (1Oct18).LOG

[LShearer]

Any chance to review the logs?  I still have no Dashboard.  I Cleaned and Reinstalled again, this time with all anti-virus and other protective programs turned off.  Still the same issue, which means I cannot run the Malwarebytes Software on demand.

[nikhils]

Hello @LShearer

We are looking at the logs currently.

Will get back to you with the next steps.

Thank you.

[nikhils]

Hello @LShearer

Can you please do this :

1. Uninstall Malwarebytes. Make sure there is no leftover files or folders.

2. Boot into safe mode and run the installer.

Can you please let us know if the UI loads correctly in the Safe mode ?

Thank you.

[LShearer]

I have attempted to boot in Safe Mode, using about eight different methods, but none work on this computer (Lenovo G50 - Windows 10).  And, I simply do not have the time to invest in all of these solutions.  I have nearly three hours in trying to reinstall in Safe Mode.  Maybe the best solution is to just refund my purchase.  I didn't have these issues when I was using the Free Trial Mode!  I could open Malwarebytes and it work fine.

[exile360]

I don't know if it's of any use to you, but I did find the following information on booting into Safe Mode in Windows 10:

https://support.microsoft.com/en-us/help/12376/windows-10-start-your-pc-in-safe-mode
https://www.digitalcitizen.life/4-ways-boot-safe-mode-windows-10

If you do with to pursue a refund then you may refer to the information in this support article which provides contact info for the various e-commerce vendors who handle billing/transactions/refunds for Malwarebytes online subscription purchases.