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mb-support tool crashes, Windows 10


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I was having a problem with MB (real-time web protection was locked off) which was eventually solved by a reboot. While I was investigating the solution I downloaded the support tool mb-support-1.3.1.553.exe but after scanning for a few seconds it crashed on my Win 10 Pro system (version 1511) and continues to do so.

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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:

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  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
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Hello @baggins and :welcome:

Gathering as much detail regarding the crash may be helpful.  A so called "Blue Screen of Death" (BSOD) screen will have needed narrative details.  An application crash (AppCrash) may have displayed an error narrative box with details with a Windows Event Log entry.

If the computer is first booted up into the Windows 10 Safe Mode with Networking, will the Malwarebytes Support Tool (MBST) then run without a crash?

Or, will the computer run FRST/FRST64 in Windows 10 Normal (preferred) or Safe (alternate) mode?

If either tool can produce the requested output files, please attach in a reply to this topic.

Please consider selecting the "Follow" button near the upper-right of this topic for immediate notification/email when a post is made to your topic.

Thank you.

Note: MBST will normally include FRST reports.

Reference: 8 ways to boot into Windows 10 Safe Mode

Farbar Recovery Scan Tool download and instructions

Edited by 1PW
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