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Malwarebytes error


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  • Staff

It's the Malwarebytes installer with a modal dialog stating that the computer needs to be restarted to complete the installation.  It may be caused by fast startup if that feature is enabled.  To check if it's on and to turn it off, please refer to the instructions in the links below along with info on why we recommend keeping it disabled, as it's been known to cause issues not only with Malwarebytes, but with many other programs:

here
here

If that fails to resolve the issue, then please follow the instructions above from 1PW to provide those logs so that we may dive deeper into the issue and attempt to find a resolution.

Please let us know how it goes.

Thanks

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  • Staff

Hello @Prizrakov,

The Malwarebytes installer is calling the built-in cleanup utility (MB-Clean), which results in the reboot prompt depicted in the provided screenshot. After the reboot, the installer is relaunched automatically. If you are seeing the same reboot prompt multiple times, it is likely because MB-Clean is not handling the items detected by the installer that are prompting it to be called in the first place.

We'll need to obtain troubleshooting logs to see exactly why MB-Clean is repeatedly being called by the installer.

Please carry out steps #4 and #5 in the topic linked below:
https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/

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Thanks for the file. Please do the following:


Please let me know if you encounter any issues.

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  • Staff

Thanks. Looks like the mbae64.sys driver file was not deleted successfully.

Please use the Malwarebytes Support Tool to perform a clean reinstallation. This contains more up-to-date detection/cleanup logic.

YbWgqUx.png Malwarebytes Support Tool (MBST) Clean Reinstall

  • If necessary, please redownload MBST using the link below:
    http://downloads.malwarebytes.com/file/mbst
  • Once the file is downloaded, open your Downloads folder or the location of the downloaded file.
  • Double-click YbWgqUx.png mb-support-#.#.#.###.exe to run the program.
  • 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 if you are prompted 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.
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  • Staff

Hello again,

Please download the latest version of the Support Tool from here then reboot your system into Safe Mode and try running it per the instructions below:

  1. 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

Allow the system to startup normally then see if you are then able to install the latest version from here.

Please let us know how it goes.

Thanks

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19 hours ago, Prizrakov said:

Interestingly, the file survived deletion via Pending File Rename Operation (PFRO). Try the Malwarebytes Support Tool again in Safe Mode as exile360 mentions above.

If the tool still fails to delete the file, we can explorer some other options.

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  • Staff
On 3/8/2019 at 8:17 PM, Prizrakov said:

@LiquidTension Same again 😕

If you open the C:\Windows\System32\drivers folder, are you able to rename the mbae64.sys file to something else (e.g. mbae64.sys.old)?

If not, please do the following:

xlK5Hdb.png Farbar Recovery Scan Tool (FRST) Script

  • Please download Fixlist.txt using the following link: https://malwarebytes.box.com/s/dboqfq1irrzcbvi40w6czdxvg3aionl3
  • Ensure the file is saved to your Downloads folder.
  • Open your Downloads folder. Inside you should see a file named FRSTEnglish.exe along with Fixlist.txt.
  • Right-click xlK5Hdb.png FRSTEnglish.exe and select AVOiBNU.jpg Run as administrator to run the program.
  • Click the Fix button (not the Scan button). Please be patient.
  • If you are prompted to reboot upon completion, please consent.
  • A log named UdawJ7P.png Fixlog.txt will be saved in your Downloads folder.
  • Please attach the log in your next reply.
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Thanks for the update!

To help us investigate why this occurred, please could you do the following:

  • Press the Windows Key + R on your keyboard at the same time. Type C:\FRST and click OK.
  • Copy the Quarantine folder to your Desktop.
  • Right-click the copied Quarantine folder on your Desktop and click Send to followed by Compressed (zipped) folder.
  • This will create a Zip file on your Desktop. Please attach the Zip file to a post.
  • Please attach Fixlog.txt as well (saved to your Downloads folder).
Edited by LiquidTension
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