can't delete old tmp malwarebytes file

[vic6]

I am running Malwarebytes Premium version 3.7.1. On a Windows 10 Pro desktop machine. Windows update says Windows is up to date.I have a small SSD drive that includes my operating system and my Malwarebytes Premium program folder. There are many ".tmp" in the C:\Program File\Malewarebytes\Anti-Malware folder adding up to more than 15 MB. I am unable to delete any of these files even though none of these files have been accessed since May 2017 according to Windows File Explorer.

When I try to delete any of them I get a message that I need administrator permission to delete the files. I am logged on as an administrator yet every time I try to delete any of them I get the same message denying me permission to delete these tmp file from 2017.

[Malwarebytes]

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[AdvancedSetup]

Hello @vic6

Please go into the Settings and disable Self-Protection. Then you should be able to remove. However, that is a bit troubling that there would be temp files in there.

Let us know if you need further assistance.

Thank you

Ron

 

[LiquidTension]

Hi @vic6,

Please could you carry out steps 4 and 5 in the topic linked below so we can take a closer look into the origin of the .tmp files.
https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/

Thank you!

[vic6]

Here is the file I got after running the support tool as indicated in your instructions

mbst-grab-results.zip

[LiquidTension]

Thanks for the file. The files appear to be old QT files that the installer failed to successfully install at some point in the past.

It looks like you ran a repair with the Malwarebytes Support Tool. A reboot of the machine is needed.

Try manually deleting the .tmp files inside C:\Program Files\Malwarebytes\Anti-Malware now. Once done, restart the computer. You can reinstall the latest version of Malwarebytes using the following link: https://downloads.malwarebytes.com/file/mb3

Edited March 28, 2019 by LiquidTension

[vic6]

To:   LiquidTension, Malwarebytes Staff:

I tried the steps in your email of 3-28-2019 at 09:34 AM CDT to run the support tool and send you the support logs. After running the support tool Malwarebytes disappeared

• Malwarebytes is no longer in Windows start menu
• Malwarebytes is no longer in Windows task bar
• Malwarebytes icon no longer on Windows desktop
• Malwarebytes is no longer in Windows control panel – programs in features
• Malwarebytes is no longer in Windows Task Manager
• Malwarebytes is no longer in Windows Task Manager Startup tab

The only files remaining in c:\Program Files\Malwarebytes\Anti-Malware are the 8 TMP files I have been trying to delete, and a file called mbshlext.dll.  Also after running the support tool 2 new files showed up on my desktop: mbst-grab-results.zip (which I sent to you), and a file called mb-licenseinfo.txt which appears to have arrived out of nowhere. Everything else on the computer relating to Malwarebytes appears to now be gone.

After discovering the disappearance of Malwarebytes I tried to delete those 8 TMP files another time and they were deleted. Now the only Malwarebytes file I can find on my computer is c:\Program Files\Malwarebytes\Anti-Malware\mbshlext.dll.

The c:\Program Files\Malwarebytes and the c:\Program Files\Malwarebytes\Anti-Malware are there but they are now empty except for the mbshlext.dll file that is in the c:\Program Files\Malwarebytes\Anti-Malware.

Should I now manually delete the mbshlext.dll and the c:\Program Files\Malwarebytes and the  c:\Program Files\Malwarebytes\Anti-Malware folders, reboot, and then download and install Malewarebytes from the following link: https://downloads.malwarebytes.com/file/mb3?

[AdvancedSetup]

Hello Vic

Since all is gone except those, yes, please. If you're unable to remove the remaining items please let me know and I will assist you in removing.

 

[LiquidTension]

15 hours ago, vic6 said:

Should I now manually delete the mbshlext.dll and the c:\Program Files\Malwarebytes and the  c:\Program Files\Malwarebytes\Anti-Malware folders, reboot, and then download and install Malewarebytes from the following link: https://downloads.malwarebytes.com/file/mb3?

Yes, that's fine.

Alternatively, you can rerun the Malwarebytes Support Tool and perform a clean reinstallation. Here are steps on how to do so.

• Open the Malwarebytes Support Tool.
• Click Advanced.
• Click Clean.
• Follow the prompts.
• When prompted to reinstall Malwarebytes for Windows, click Yes.

[vic6]

I did a clean reinstall as you suggested. All is back to normal now and all those TMP files are gone.

Thank you

[LiquidTension]

On 3/30/2019 at 3:41 PM, vic6 said:

I did a clean reinstall as you suggested. All is back to normal now and all those TMP files are gone.

Thank you

Thanks for the update. Let us know if there's anything else we can assist with.