Jump to content

Unable to run any Malwarebytes files

Recommended Posts

Attempted to use the auto update error:5 unable to access the file. download the new version of malwarebytes run as administrator error:5 unable to access the file, open an administrator command window, attempt to run the file access denied. download mb-clean, same results. Attempt to remove and reinstall not allowed access. 


So to recap, I can not update, I can not remove. I am being held hostage to the constant you have an update window constantly popping up. The software has taken my computer hostage. Is it any better than malware?



Link to post
Share on other sites

  • Staff

***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


If you are having technical issues with our Windows product, please do the following: 


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
  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:


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.


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


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


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

Link to post
Share on other sites


It could actually be malware causing this issue as there is a threat currently infecting users that prevents any Malwarebytes software from running, and based on your description, it sounds like that's precisely what's happening.  Please try running ADWCleaner to see if it is able to run, and if so, scan with it and have it remove anything it detects and restart your system if prompted to do so.

Once that's done, try running Malwarebytes Anti-Rootkit to see if it is able to run, and likewise try to scan with it and have it remove anything it detects and restart if prompted to do so.

If none of those would run or if the issue still persists then please follow the instructions in this topic and create a new topic in the malware removal area by clicking here and post the requested logs and info there and one of our malware removal specialists will assist you in checking and clearing the system of any threats which will hopefully resolve the issue with Malwarebytes.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.