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Jaypea666

Malwarebytes does not start or uninstall

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Malwarebytes will not start, only get up unable to connect to server, tried uninstall and reinstalling also but get this message up when I try uninstalling and also when I try reinstalling it with the newest version downloaded from my malwarebytes account. What should I do???

 

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***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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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.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. 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.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab
    Repair menu_arrows.png
     
  7. Click the Gather Logs button
    Advanced_arrows.png
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
     
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Advanced Gather Logs completed_arrows.png
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
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Click "Reveal Hidden Contents" below for details on how to attach a file:
 

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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.

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Hello and Welcome @Jaypea666

Please provide the requested logs for the best assistance... What version of Windows are you using?

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Greetings,

I'm sorry that the program isn't working properly for you, but hopefully we can get this issue resolved quickly so that you may have it fully operational on your system again.

To begin, please do the following to perform a clean removal/reinstall of the application to make certain there aren't any corrupt remnants being left behind which may be causing this issue:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

Once that's done, if the issue still persists then please proceed with the following so that we may take a closer look at what's going on with the system:

  1. Run the Malwarebytes Support Tool again
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. This time, please click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Please let us know how it goes and provide the requested logs if the issue persists or if you continue to have any problems with getting the software to install or run.

Thanks

Edited by exile360

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Unfortunately since Malwarebytes uses InnoSetup, a third party installation package type rather than MSI, the 'Repair' option is unavailable in Add/Remove Programs/Programs and Features, however this is excellent advice for MSI/Windows Installer based applications.

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On 12/12/2018 at 11:32 PM, JPerez1969 said:

Have you tried to run the repair function in the programs and features area of your OS. That may repair the problem.

Hi, and thanks for your answer. Unfortunately, I don't think it would help, as it would mean that you could use this feature to remove passwords from other programs as well. When I tried it and also to uninstall, MWB asked for the code. :-(( If I did understand you correct ;)

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12 minutes ago, Sc0rpi0 said:
 

Have you tried to run the repair function in the programs and features area of your OS. That may repair the problem.

Hi  JPerez1969  Please disregard my last answer, I ended up in the wrong place, sorry

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