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21 minutes ago, stedeck said:

no expert reply me ?

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:
     notify me.jpeg  
Edited by Porthos
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Greetings,

It is possible that Bitdefender is interfering with the process.  Please try disabling or removing Bitdefender temporarily to see if that makes any difference.  Once that's done, if it worked, then please try excluding Malwarebytes from Bitdefender by having it exclude the items listed in this support article and hopefully that will resolve the issue.

Please let us know how it goes.

Thanks

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Hello,

Removing BitDefender will unlikely have any impact. Due to issues with the initial 3.7 upgrade, the machine is now left in a state where the Malwarebytes Early Launch Anti-Malware driver is not installed but MBAMService is still left installed. Any attempts by the installer to interact with the service will therefore fail.

To fix this issue, a clean reinstallation with the Malwarebytes Support Tool is required. However, this unfortunately does not help us determine why the issue occurred in the first place.

@stedeck Please press the Windows Key + R on your keyboard at the same time. Type C:\Windows\System32\drivers and click OK. Inside, do you see a file named MbamElam.sys?

Afterwards, please do the following:

MgeHyNE.png Collect Troubleshooting Logs

  • Please download collect_mbst_logs.bat using the link below.
    https://malwarebytes.box.com/s/xpz34itvz4kqekayhoplqalehqh9eqnd
  • Open your Downloads folder.
  • Right-click CX41PDv.png collect_mbst_logs.bat and select AVOiBNU.jpg Run as administrator to run the file.
  • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
  • A black Command Prompt window will appear.
  • Upon completion, a file named HSPwQfy.png mbst-logs.zip will be saved to your Desktop. Please attach the file in your next reply.


Collect Event Logs

  • Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK.
  • Expand Windows Logs.
  • Right-click Application and click Save All Events As.... Name the file application and click OK.
  • Repeat for Security and System.
  • Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder.
  • Name the Zip file EventLogs.zip and attach the file to an email response.
Edited by LiquidTension
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34 minutes ago, exile360 said:

Greetings,

It is possible that Bitdefender is interfering with the process.  Please try disabling or removing Bitdefender temporarily to see if that makes any difference.  Once that's done, if it worked, then please try excluding Malwarebytes from Bitdefender by having it exclude the items listed in this support article and hopefully that will resolve the issue.

Please let us know how it goes.

Thanks

it's the same sir 

and I use bitdefender and malwarebytes always but bad things happen just few days ago

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10 minutes ago, LiquidTension said:

Hello,

Removing BitDefender will unlikely have any impact. Due to issues with the initial 3.7 upgrade, the machine is now left in a state where the Malwarebytes Early Launch Anti-Malware driver is not installed but MBAMService is still left installed. Any attempts by the installer to interact with the service will therefore fail.

To fix this issue, a clean reinstallation with the Malwarebytes Support Tool is required. However, this unfortunately does not help us determine why the issue occurred in the first place.

@stedeck Please press the Windows Key + R on your keyboard at the same time. Type C:\Windows\System32\drivers and click OK. Inside, do you see a file named MbamElam.sys?

Afterwards, please do the following:

MgeHyNE.png Collect Troubleshooting Logs

  • Please download collect_mbst_logs.bat using the link below.
    https://malwarebytes.box.com/s/xpz34itvz4kqekayhoplqalehqh9eqnd
  • Open your Downloads folder.
  • Right-click CX41PDv.png collect_mbst_logs.bat and select AVOiBNU.jpg Run as administrator to run the file.
  • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
  • A black Command Prompt window will appear.
  • Upon completion, a file named HSPwQfy.png mbst-logs.zip will be saved to your Desktop. Please attach the file in your next reply.


Collect Event Logs

  • Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK.
  • Expand Windows Logs.
  • Right-click Application and click Save All Events As.... Name the file application and click OK.
  • Repeat for Security and System.
  • Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder.
  • Name the Zip file EventLogs.zip and attach the file to an email response.

 

EventLogs.zip

mbst-logs.zip

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Thank you for the files.

Please do this as well: Please press the Windows Key + R on your keyboard at the same time. Type C:\Windows\System32\drivers and click OK. Inside, do you see a file named MbamElam.sys?

Afterwards, please uninstall Proxifier version 3.31 and then rerun the Malwarebytes Support Tool that you downloaded earlier (mb-support-1.3.1.553.exe) and do the following:

  • Click the Advanced menu on the left. Please do not click Start Repair.
  • Click the Clean button followed by Yes to proceed.
  • Upon completion, click OK to reboot your computer.
  • After the reboot, please wait for the program to reopen.
  • You will be presented with the option to install Malwarebytes for Windows. Click Yes.
  • Upon completion, Malwarebytes for Windows will automatically open.
  • Note: If installation of Malwarebytes for Windows does not commence, please let me know.

Let me know if you still encounter an issue.

Edited by LiquidTension
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On 2/19/2019 at 5:33 PM, LiquidTension said:

Thank you for the files.

Please do this as well: Please press the Windows Key + R on your keyboard at the same time. Type C:\Windows\System32\drivers and click OK. Inside, do you see a file named MbamElam.sys?

Afterwards, please uninstall Proxifier version 3.31 and then rerun the Malwarebytes Support Tool that you downloaded earlier (mb-support-1.3.1.553.exe) and do the following:

  • Click the Advanced menu on the left. Please do not click Start Repair.
  • Click the Clean button followed by Yes to proceed.
  • Upon completion, click OK to reboot your computer.
  • After the reboot, please wait for the program to reopen.
  • You will be presented with the option to install Malwarebytes for Windows. Click Yes.
  • Upon completion, Malwarebytes for Windows will automatically open.
  • Note: If installation of Malwarebytes for Windows does not commence, please let me know.

Let me know if you still encounter an issue.

 

do you see a file named MbamElam.sys

yes I see

 

and now malwarebytes seems all ok now Thanks

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