Sleuth77 Posted November 16, 2018 ID:1281393 Share Posted November 16, 2018 After reinstalling Windows 10 Pro I have been unable to get Malwarebytes Pro to install. mbst-clean-results.txt Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted November 16, 2018 Staff ID:1281394 Share Posted November 16, 2018 ***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: Spoiler 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, "Get Started!" Click the Advanced tab Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK 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: Spoiler 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. If you are having licensing issues, please do the following: Spoiler For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
dcollins Posted November 16, 2018 ID:1281395 Share Posted November 16, 2018 Can you please provide the full support log mentioned above? Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281397 Share Posted November 16, 2018 Is this it? mb-clean-results.txt mbst-clean-results.txt Link to post Share on other sites More sharing options...
dcollins Posted November 16, 2018 ID:1281399 Share Posted November 16, 2018 Not quite. Please open the Support Tool and then click Advanced -> Gather Logs. This will create a zip file on your desktop. Then upload that zip file. Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281400 Share Posted November 16, 2018 I believe you want this log. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 16, 2018 Root Admin ID:1281413 Share Posted November 16, 2018 Hello @Sleuth77 Can you please click on Start and type in CMD.EXE and then type in the following and post back the results. SC QC winmgmt SC QUERYEX winmgmt Thank you Ron Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281526 Share Posted November 16, 2018 Results Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281533 Share Posted November 16, 2018 Update on your request. Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281535 Share Posted November 16, 2018 More results. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 16, 2018 Root Admin ID:1281575 Share Posted November 16, 2018 Click on Start and type in CMD.EXE and when it shows on the menu right click and choose "Run as administrator" then type in the following winmgmt /backup %computername%_2018_11_16.WMI_backup Let me know if you get an error or not. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 16, 2018 Root Admin ID:1281579 Share Posted November 16, 2018 Please click on Start and type in CMD.EXE and when it shows on the menu, right click and select "Run as administrator" then type in the following and post back the results winmgmt /verifyrepository Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281585 Share Posted November 16, 2018 WMI Repository is consistent. Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281587 Share Posted November 16, 2018 Only error messages: Invalid Parameter. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 16, 2018 Root Admin ID:1281588 Share Posted November 16, 2018 You need a space after winmgmt and befor the back slash / I have to head out for the moment but will be back to have you run some other items to fix this when I get back. Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281589 Share Posted November 16, 2018 With spaces added. Link to post Share on other sites More sharing options...
Root Admin Solution AdvancedSetup Posted November 16, 2018 Root Admin Solution ID:1281601 Share Posted November 16, 2018 Please download the following file to your computer. Then open it and copy the file inside to your desktop. So you should now have a file named: mbrepaircmd.exe on your desktop. Then copy and paste the following command into the elevated Admin command prompt. "%USERPROFILE%\desktop\mbrepaircmd.exe" /wmi This will run for a few minutes as it attempts to repair your WMI issue. Once it is done, please restart the computer. Then see if you're able to now install Malwarebytes and let me know. Ron mbrepaircmd.zip Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281608 Share Posted November 16, 2018 I have the file on my desktop. Here is what I get when I try to run the other command in the command prompt. Link to post Share on other sites More sharing options...
Sleuth77 Posted November 16, 2018 Author ID:1281610 Share Posted November 16, 2018 Have a dinner engagement. Will be back later. Thank you. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 16, 2018 Root Admin ID:1281623 Share Posted November 16, 2018 Okay, let's do the following then. Create a NEW folder. REPAIR at the top of the drive. C:\REPAIR Then copy the mbrepaircmd.exe to that folder. Then from the elevated admin command prompt type the following. CD \REPAIR Then type the following mbrepaircmd.exe /wmi Once it's done, reboot the computer and try to install Malwarebytes. Link to post Share on other sites More sharing options...
Sleuth77 Posted November 17, 2018 Author ID:1281700 Share Posted November 17, 2018 Success, Malwarebytes is now up and running. Thanks to everyone for all the help. Sincerely, Bill Anderson Link to post Share on other sites More sharing options...
Sleuth77 Posted November 17, 2018 Author ID:1281702 Share Posted November 17, 2018 Now I have another problem. I have a premium license for two computers. Since I just reinstalled Windows 10 on this computer I can't get this computer activated. The message says I am past my limit, however only one computer is activated. I only have two computers. How can I solve this problem? Thank you. Link to post Share on other sites More sharing options...
dcollins Posted November 17, 2018 ID:1281703 Share Posted November 17, 2018 Do you have an account on https://my.malwarebytes.com? If so, you should be able deactivate your key from unused products so you can re-activate them. If you don't have an account there, you will want to reach out to our support teams. You can use the Support Tool to help you create a ticket or use the form at https://support.malwarebytes.com Link to post Share on other sites More sharing options...
Sleuth77 Posted November 17, 2018 Author ID:1281705 Share Posted November 17, 2018 I have an account and a premium license for two computers. I deactivated all and now they are in the process of being activated. This computer is now activated. Thanks for all your kind assistance. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 17, 2018 Root Admin ID:1281707 Share Posted November 17, 2018 Great, glad to hear all is well now. Thank you for using Malwarebytes and I hope you have a great weekend. Take care Ron Link to post Share on other sites More sharing options...
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