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Today MBAM started showing a message that there's a new version available. The problem is i click install, MBAM closes itself but nothing happens. How do i install the new version? My current version is 3.6.1.2711

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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: 

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.

  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  

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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:

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  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
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  • 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

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6 minutes ago, Malwarebytes said:

***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: 

  Reveal hidden contents

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  

Click "Reveal Hidden Contents" below for details on how to attach a file:
 

  Reveal hidden contents

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

  Reveal hidden contents

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

I tried to run malwarebytes support tool but it won't run

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Hello and Welcome to Malwarebytes.

What sort of errors do you get when trying to install or run the support tool?

What happens if you try to download the latest version and try to install it?

Download the Latest MB3 v3.7.1.2839 CU 1.0.538 from ->>RIGHT HERE<<-

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1 hour ago, Firefox said:

Hello and Welcome to Malwarebytes.

What sort of errors do you get when trying to install or run the support tool?

What happens if you try to download the latest version and try to install it?

Download the Latest MB3 v3.7.1.2839 CU 1.0.538 from ->>RIGHT HERE<<-

No error at all. It's just that nothing happens 

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Were you able to download the latest version from the link I provided and install it?

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51 minutes ago, Firefox said:

Were you able to download the latest version from the link I provided and install it?

 I downloaded it but nothing happens when i click it. One thing i noticed is that two process show up at the task manager when i click it: Malwarebytes and setup / uninstall (both 32 bit)

mbam.jpg

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Reboot your computer and then try to install it one more time.

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4 minutes ago, Firefox said:

Reboot your computer and then try to install it one more time.

I did that multiple times already but i'll try again

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Greetings,

If the issue is still occurring then please do the following so that we may take a look at what's going on with your Malwarebytes installation:

  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 Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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7 hours ago, Firefox said:

Reboot your computer and then try to install it one more time.

It didn't work again

3 hours ago, exile360 said:

Greetings,

If the issue is still occurring then please do the following so that we may take a look at what's going on with your Malwarebytes installation:

 

  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 Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

 

Thanks

I tried that already but i click it and nothing happens. Maybe i should uninstall the previous version and install the new one!? I'm afraid that if i do it i won't be able to install MBAM again

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If the Support Tool doesn't run either then there's definitely a problem with the system which could be related to permissions or with some other application on the system interfering with Malwarebytes and the Support Tool when you try to run/install them.

Please try the following, making sure that you are logged in as an administrator on your system:

Create an Autoruns Log:

Please download Sysinternals Autoruns from here and save it to your desktop.

Note: If using Windows VistaWindows 7Windows 8/8.1 or Windows 10 then you also need to do the following:

Right-click on Autoruns.exe and select Properties
Click on the Compatibility tab
Under Privilege Level check the box next to Run this program as an administrator
Click on Apply then click OK

  • Double-click Autoruns.exe to run it.
  • Once it starts, please press the Esc key on your keyboard.
  • Now that scanning is stopped, click on the Options button at the top of the program and verify that the following are checked, if they are unchecked, check them:

Hide empty locations
Hide Windows entries

  • Click on the Options button at the top of the program and select Scan Options... then in the Autoruns Scan Options dialog enable/check the following two options:

Verify code signatures
Check VirusTotal.com

  • Once that's done click the Rescan button at the bottom of the Autoruns Scan Options dialog and this will start the scan again, this time let it finish.
  • When it's finished and says Ready. on the lower left of the program window, please click on the File button at the top of the program and select Save and save the file to your desktop and close Autoruns.
  • Right click on the file on your desktop that you just saved and hover your mouse over Send To and select Compressed (zipped) Folder
  • Attach the ZIP folder you just created to your next reply

That will help us to determine what other applications are running and will also help to determine what the problem might be depending on whether you are able to run Autoruns or not.

Please let us know how it goes and provide the above log/ZIP archive if you can.

Thanks

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7 hours ago, exile360 said:

If the Support Tool doesn't run either then there's definitely a problem with the system which could be related to permissions or with some other application on the system interfering with Malwarebytes and the Support Tool when you try to run/install them.

Please try the following, making sure that you are logged in as an administrator on your system:

Create an Autoruns Log:

Please download Sysinternals Autoruns from here and save it to your desktop.

Note: If using Windows VistaWindows 7Windows 8/8.1 or Windows 10 then you also need to do the following:

Right-click on Autoruns.exe and select Properties
Click on the Compatibility tab
Under Privilege Level check the box next to Run this program as an administrator
Click on Apply then click OK

  • Double-click Autoruns.exe to run it.
  • Once it starts, please press the Esc key on your keyboard.
  • Now that scanning is stopped, click on the Options button at the top of the program and verify that the following are checked, if they are unchecked, check them:

Hide empty locations
Hide Windows entries

  • Click on the Options button at the top of the program and select Scan Options... then in the Autoruns Scan Options dialog enable/check the following two options:

Verify code signatures
Check VirusTotal.com

  • Once that's done click the Rescan button at the bottom of the Autoruns Scan Options dialog and this will start the scan again, this time let it finish.
  • When it's finished and says Ready. on the lower left of the program window, please click on the File button at the top of the program and select Save and save the file to your desktop and close Autoruns.
  • Right click on the file on your desktop that you just saved and hover your mouse over Send To and select Compressed (zipped) Folder
  • Attach the ZIP folder you just created to your next reply

That will help us to determine what other applications are running and will also help to determine what the problem might be depending on whether you are able to run Autoruns or not.

Please let us know how it goes and provide the above log/ZIP archive if you can.

Thanks

Attached!

Just a note: i can still run the MBAM installed on my computer, do system scans and stuff.

ASUS-PC.zip

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Thanks for the file.  Yes, your Malwarebytes installation looks OK as far as I can tell based on what the Autoruns log shows.

If you would, please try Safe Mode with Networking to see if Malwarebytes is able to update from there.  You'll find instructions on booting into Safe Mode here, just select Safe Mode with Networking then run Malwarebytes and under Settings>Application click on the Install Application Updates button and see if it is then able to install the new version or not then restart your system and allow it to boot normally and let us know how it went.

Thanks

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3 hours ago, exile360 said:

Thanks for the file.  Yes, your Malwarebytes installation looks OK as far as I can tell based on what the Autoruns log shows.

If you would, please try Safe Mode with Networking to see if Malwarebytes is able to update from there.  You'll find instructions on booting into Safe Mode here, just select Safe Mode with Networking then run Malwarebytes and under Settings>Application click on the Install Application Updates button and see if it is then able to install the new version or not then restart your system and allow it to boot normally and let us know how it went.

Thanks

 

I really don't know what happened here. I could reboot into safe mode but nothing happened when i clicked "Install Application Updates" so i just clicked to install the new version. The setup showed up but the task manager showed that there were three setup / uninstall process running and one was not responding. There was another process running named MBAMWsc and i finished all these process. After i finished MBAMWsc the shortcut disappeared from desktop and also there was no more a MBAM in the app list. I clicked the setup again and it asked to reboot again because there was some files from old version. I rebooted and it seems like the new version was installed but my license was gone. I used it again and it's updated now.

 

But mbsupport and mbam setup still won't run on normal reboot

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Thanks, I don't see any major issues with the installation but I do see some odd errors and entries in some of the logs.  I'd like to make certain that the system isn't infected just to be safe.  If you would, please read and follow the instructions in this topic then create a new topic in the malware removal area including the requested logs and information by clicking here and one of our malware removal specialists will assist you as soon as one becomes available.  They'll help you to check the system and remove any threats if any are present.

Once that is done and they give you the all-clear that the system is clean, if the problem with Malwarebytes still continues then you may return here to continue working with us on the issue but first I just want to play it safe and make sure there isn't some kind of infection on your system causing all of this.

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36 minutes ago, exile360 said:

Thanks, I don't see any major issues with the installation but I do see some odd errors and entries in some of the logs.  I'd like to make certain that the system isn't infected just to be safe.  If you would, please read and follow the instructions in this topic then create a new topic in the malware removal area including the requested logs and information by clicking here and one of our malware removal specialists will assist you as soon as one becomes available.  They'll help you to check the system and remove any threats if any are present.

Once that is done and they give you the all-clear that the system is clean, if the problem with Malwarebytes still continues then you may return here to continue working with us on the issue but first I just want to play it safe and make sure there isn't some kind of infection on your system causing all of this.

Ok, MBAM is performing a full scan and when it's done i'll create a new topic there. Thanks

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On 2/19/2019 at 3:10 PM, exile360 said:

Thanks, I don't see any major issues with the installation but I do see some odd errors and entries in some of the logs.  I'd like to make certain that the system isn't infected just to be safe.  If you would, please read and follow the instructions in this topic then create a new topic in the malware removal area including the requested logs and information by clicking here and one of our malware removal specialists will assist you as soon as one becomes available.  They'll help you to check the system and remove any threats if any are present.

Once that is done and they give you the all-clear that the system is clean, if the problem with Malwarebytes still continues then you may return here to continue working with us on the issue but first I just want to play it safe and make sure there isn't some kind of infection on your system causing all of this.

Hey, i'm back. So, i created a topic in the malware removal area but no infections were found. What do i do now? Thanks

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Please try running Malwarebytes Anti-Rootkit which can be found here.  If it is able to run, have it update and scan your system and if it finds any threats have it remove them and restart if it prompts you to do so.

Once that's done, try running ADWCleaner and do the same; have it scan your system and remove anything it finds, restarting your system if it prompts you to do so.

After that, try running Malwarebytes again and let me know how it goes.

Thanks

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3 hours ago, exile360 said:

Please try running Malwarebytes Anti-Rootkit which can be found here.  If it is able to run, have it update and scan your system and if it finds any threats have it remove them and restart if it prompts you to do so.

Once that's done, try running ADWCleaner and do the same; have it scan your system and remove anything it finds, restarting your system if it prompts you to do so.

After that, try running Malwarebytes again and let me know how it goes.

Thanks

I tried (again) to run both MBAR and ADWCleaner but nothing happens. I had to reboot on safe mode with network to make it work. It looks like something is blocking MB apps from being installed or executed

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Ok, here are the logs. MBAR found nothing

I didn't want to remove imgur chrome extension because i use it very often

 

# -------------------------------
# Malwarebytes AdwCleaner 7.2.7.0
# -------------------------------
# Build:    01-30-2019
# Database: 2019-02-21.1 (Cloud)
# Support: https://www.malwarebytes.com/support
#
# -------------------------------
# Mode: Scan
# -------------------------------
# Start:    02-23-2019
# Duration: 00:00:33
# OS:       Windows 8.1 Single Language
# Scanned:  31818
# Detected: 14


***** [ Services ] *****

No malicious services found.

***** [ Folders ] *****

PUP.Optional.AdvancedSystemCare C:\Users\Victor\AppData\Roaming\IObit\Advanced SystemCare
PUP.Optional.Legacy             C:\ProgramData\Microsoft\Windows\Start Menu\Programs\mipony
PUP.Optional.Legacy             C:\Program Files (x86)\mipony
PUP.Optional.Legacy             C:\Users\Victor\AppData\Roaming\mipony

***** [ Files ] *****

PUP.Optional.Legacy             C:\Users\Victor\AppData\Roaming\Microsoft\Internet Explorer\Quick Launch\MiPony.lnk

***** [ DLL ] *****

No malicious DLLs found.

***** [ WMI ] *****

No malicious WMI found.

***** [ Shortcuts ] *****

No malicious shortcuts found.

***** [ Tasks ] *****

No malicious tasks found.

***** [ Registry ] *****

PUP.Adware.Heuristic            HKU\S-1-5-18\SOFTWARE\ECA6758E5649EEA74D402130568B10EF
PUP.Adware.Heuristic            HKU\.DEFAULT\SOFTWARE\ECA6758E5649EEA74D402130568B10EF
PUP.Optional.FreeMakeConverter  HKLM\Software\Microsoft\Windows\CurrentVersion\Explorer\StartupApproved\Run32|ProductUpdater
PUP.Optional.Legacy             HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\MiPony
PUP.Optional.Legacy             HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\App Paths\MiPony.exe
PUP.Optional.Legacy             HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\MiPony.exe
PUP.Optional.Legacy             HKLM\Software\Classes\mpybrowser
PUP.Optional.Legacy             HKLM\Software\Classes\mipony

***** [ Chromium (and derivatives) ] *****

PUP.Optional.Legacy             imgur Community Extension

***** [ Chromium URLs ] *****

No malicious Chromium URLs found.

***** [ Firefox (and derivatives) ] *****

No malicious Firefox entries found.

***** [ Firefox URLs ] *****

No malicious Firefox URLs found.

########## EOF - C:\AdwCleaner\Logs\AdwCleaner[S00].txt ##########
 

 

==========================================================================

 

 

 

# -------------------------------
# Malwarebytes AdwCleaner 7.2.7.0
# -------------------------------
# Build:    01-30-2019
# Database: 2019-02-21.1 (Cloud)
# Support: https://www.malwarebytes.com/support
#
# -------------------------------
# Mode: Clean
# -------------------------------
# Start:    02-23-2019
# Duration: 00:00:01
# OS:       Windows 8.1 Single Language
# Cleaned:  13
# Failed:   0


***** [ Services ] *****

No malicious services cleaned.

***** [ Folders ] *****

Deleted       C:\Users\Victor\AppData\Roaming\IObit\Advanced SystemCare
Deleted       C:\ProgramData\Microsoft\Windows\Start Menu\Programs\mipony
Deleted       C:\Program Files (x86)\mipony
Deleted       C:\Users\Victor\AppData\Roaming\mipony

***** [ Files ] *****

Deleted       C:\Users\Victor\AppData\Roaming\Microsoft\Internet Explorer\Quick Launch\MiPony.lnk

***** [ DLL ] *****

No malicious DLLs cleaned.

***** [ WMI ] *****

No malicious WMI cleaned.

***** [ Shortcuts ] *****

No malicious shortcuts cleaned.

***** [ Tasks ] *****

No malicious tasks cleaned.

***** [ Registry ] *****

Deleted       HKU\S-1-5-18\SOFTWARE\ECA6758E5649EEA74D402130568B10EF
Deleted       HKU\.DEFAULT\SOFTWARE\ECA6758E5649EEA74D402130568B10EF
Deleted       HKLM\Software\Microsoft\Windows\CurrentVersion\Explorer\StartupApproved\Run32|ProductUpdater
Deleted       HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\Uninstall\MiPony
Deleted       HKLM\Software\Wow6432Node\Microsoft\Windows\CurrentVersion\App Paths\MiPony.exe
Deleted       HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\App Paths\MiPony.exe
Deleted       HKLM\Software\Classes\mpybrowser
Deleted       HKLM\Software\Classes\mipony

***** [ Chromium (and derivatives) ] *****

No malicious Chromium entries cleaned.

***** [ Chromium URLs ] *****

No malicious Chromium URLs cleaned.

***** [ Firefox (and derivatives) ] *****

No malicious Firefox entries cleaned.

***** [ Firefox URLs ] *****

No malicious Firefox URLs cleaned.


*************************

[+] Delete Tracing Keys
[+] Reset Winsock

*************************

AdwCleaner[S00].txt - [2379 octets] - [23/02/2019 23:50:53]

########## EOF - C:\AdwCleaner\Logs\AdwCleaner[C00].txt ##########
 

 

 

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Thanks, yeah, there's definitely something odd going on here if it's only Malwarebytes programs that won't run.

Let's try a slightly different approach.  It works sometimes if the issue is some kind of damage or corruption to your registry causing it, which is possible if it isn't an infection.

Please try creating a new administrative user account in Windows, and from the new account try reinstalling and running the latest build of Malwarebytes from here.  Instructions on creating a new user account can be found here.  Select your OS version (Windows 8.1) from the drop-down menu on that page and follow the second set of instructions where it says Create a local account.  Once that's done, restart your system and log into the new account you just created rather than your normal one and try installing Malwarebytes again and see if it now works.

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Hello again,

I may have the answer finally.  In this thread another user who was running Windows 8 as you are had a problem with Malwarebytes not working properly and it was resolved by installing the latest Windows Updates, so I would suggest checking for any OS updates from Microsoft to see if that fixes the problem (be sure to restart your system after the updates install if any are available, then check for updates again and repeat the process until no more updates are found for your OS).

After that's done, assuming there were any updates to install, try running Malwarebytes again and see if it now works and let us know how it goes.

Thanks

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Hi, sorry for taking too long to answer. What do i do now: create a new user account as you said or go directly for this?

 

4 hours ago, exile360 said:

Hello again,

I may have the answer finally.  In this thread another user who was running Windows 8 as you are had a problem with Malwarebytes not working properly and it was resolved by installing the latest Windows Updates, so I would suggest checking for any OS updates from Microsoft to see if that fixes the problem (be sure to restart your system after the updates install if any are available, then check for updates again and repeat the process until no more updates are found for your OS).

After that's done, assuming there were any updates to install, try running Malwarebytes again and see if it now works and let us know how it goes.

Thanks

Thanks

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