Malwarebytes won't open

[shalebing]

I wanted to run a manual scan but noticed that the Malwarebytes icon had disappeared from the startup options in the system tray. I tried starting it from the main start menu in Windows but all that happens is I get the Windows circular timer for a couple of seconds and then nothing. Malwarebytes doesn't open. 
I uninstalled Malwarebytes and downloaded and installed the latest (free) version with the intention of adding my licence key once the program had opened but I am still having the same problem - Windows timer for about two seconds but the program will still not load up.

Version: 3.7.1.2389
Windows 10 Home

[Malwarebytes]

***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: 

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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 on the left column
   
7. Click the Gather Logs button
   
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

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[exile360]

Greetings,

Please do the following so that we may take a closer look at your installation to hopefully determine what the problem is and get it fixed:

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

[shalebing]

Thanks for your reply. Attached is the log file.

mbst-grab-results.zip

[Firefox]

Hello and Welcome!

Looks like a reboot is pending on your computer, can you reboot and see if Malwarebytes works correctly after that?

[shalebing]

Sorry for taking so long to reply - I have been away for a couple of days. Malwarebytes still won't open, even after a reboot.

 

[shalebing]

On 5/17/2019 at 3:27 PM, exile360 said:

Greetings,

Please do the following so that we may take a closer look at your installation to hopefully determine what the problem is and get it fixed:

 

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

Hi Exile360 - I have received a few emails from you regarding my problem but I'm baffled as to why they have gone to my email address but are not appearing as posts within this thread. I cannot reply to those emails as they go to a "No Reply" address. You also mention in those emails a photo/graphics software that may be a factor in the problem but I never mentioned anything about said software in my original post. Was something evident in the support log file regarding a photo program?

[Maurice Naggar]

Hi @shalebing

The program is in free mode.  Why there is what appears to be a stall or no response to start Malwarebytes is a mystery  ( for now).

Lets try a special test.

 

Lets get the pc into windows Safe Mode, so we can have you run Malwarebytes there.

 

lets get the machine into Safe mode.

This article is a how-to on how to get to safe mode for Windows 10 
· Windows 10: http://windows.microsoft.com/en-gb/windows-10/start-your-pc-in-safe-mode

 

IF your Windows is Windows 7 then see https://support.microsoft.com/en-us/help/17419/windows-7-advanced-startup-options-safe-mode


{ B }
Run a scan with Malwarebytes.
Start Malwarebytes from the Start menu.

Click the SCAN button.
Select a Threat Scan ( which should be the default).

When the scan phase is done, be real sure you Review and have all detected lines items check-marked on each line on the left. That too is very critical.

Then click on Quarantine selected.

 

Be sure all items were removed. Then too, Repeat the scan one more time. It does not take long.

and again, be sure all detected items are removed.

Let it remove what it has detected.
{ C }
Now, Restart Windows back to normal mode.



When that is completed, kindly send the report.
In Malwarebytes.
Click the Reports button ( on the left )
Look for the "Scan Report" that has the most recent Date and time.

When located, click the check box for it and click on View Report.
Then click the Export button at the bottom left.
Then select Text File (*.txt)

Put in a name for that file and remember where the file is created.

Then attach that file with your email. Thank you.

.

[shalebing]

Maurice - the plot thickens I'm afraid. I can't even get the PC to start in Safe Mode. The process goes as follows:

• I use the Settings option and go through Update & Security > Recovery > Advanced Startup > Restart now
• The PC reboots and shows the blue Startup settings screen with the seven options but irrespective if I use option 4 or F4 nothing happens - it is almost as if the PC has hung as Ctrl+Alt+Del does nothing either and I have to switch the PC off and on again with the power button

This is all so frustrating and I feel I am digging a bigger hole for myself.

[Maurice Naggar]

Hi,

Getting to safe mode can be a bit of a chore.   Takes consistent patience & fortitude.   Sorry to hear of your struggle.

Lets put the last suggestion to the side   ( for possible later retry).

This machine also runs a Kaspersky product. Kaspersky may be a source of friction.
For this machine, could you try performing the "workaround" listed in the following article linked and check if the issue persists or not:
https://support.malwarebytes.com/docs/DOC-2324

 

[shalebing]

I have gone through the setting changes in Kaspersky as per your link but Malwarebytes still refuses to open. I have used Kaspersky for a number of years and Malwarebytes has always worked alongside it previously. I have also tried opening Malwarebytes after a reboot and downloaded and installed yet another free version but the result is till the same.  This is so weird. You must be feeling as exasperated as I am. 😩

[Maurice Naggar]

Keep in mind Kaspersky changes their product each year.  They make changes, For example, their System Watcher ( I believe) is new.

.

Please do not do any further Malwarebytes re-installs on your own.

What I would like to have you do is to turn Off  ( for the time being) Kaspersky   & then re-try to start Malwarebytes from the Start menu.

Knowing how to turn off  Kaspersky Internet Security is a key factor.

[ 1 ]

Find the Kaspersky K icon on the taskbar notification area  & then right on K &  click Exit.

Confirm if prompted that you do want it to Exit.

[ 2 ]

Allow for some 20 seconds to pass for processes to finish.

[ 3 ]

Now use the Windows Start menu, look under the M section for Malwarebytes.

Click Malwarebytes to start Malwarebytes for Windows.

 

.

The watchword is plenty of patience.   Trying to determine exactly what is going on here will likely take more rounds.

[LiquidTension]

Hi @shalebing,

Do you have any type of tablet software installed?

We can see mbam.exe (the Malwarebytes user interface) is crashing. Let's enable user mode crash dumps and obtain a crash dump. This should give us a good indication as to what is causing the crash.

Enable User Mode Crash Dumps

• Please download enable_crash_dumps.bat using the link below.
  → https://malwarebytes.box.com/s/eug9gmk7i1xqeugb0xobjlqcsfb4uv1e
• Open your Downloads folder.
• Right-click enable_crash_dumps.bat and select 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, press any key to exit.
• Once done, please reproduce the issue you're experiencing.
   

Collect Crash Dump

• Reproduce the issue by attempting to open the Malwarebytes user interface.
• Wait at least 1 minute. Press the Windows Key + R on your keyboard at the same time.
• Copy %localappdata%\CrashDumps and paste into the Run box. Click OK.
• A folder will open. Inside you should see a DMP file with "mbam.exe" in the file name.
• Right-click the file and click Send to followed by Compressed (Zipped) folder. This will create a Zip file.
• Go to WeTransfer.com in your browser. Click Add your files, navigate to %localappdata%\CrashDumps and double-click the ZIP file.
• Click (...) and select the link radio button under Send as.
• Click Transfer.
• Upon completion, copy the download link and include it in a forum post.

[TempLost]

16 hours ago, Maurice Naggar said:

Hi,

Getting to safe mode can be a bit of a chore.   Takes consistent patience & fortitude.   Sorry to hear of your struggle.

Lets put the last suggestion to the side   ( for possible later retry).

This machine also runs a Kaspersky product. Kaspersky may be a source of friction.
For this machine, could you try performing the "workaround" listed in the following article linked and check if the issue persists or not:
https://support.malwarebytes.com/docs/DOC-2324

There's a very useful free app available from d7x Tech that can be helpful in taking the stress out of booting into Safe Mode - well worth a look. 

https://www.d7xtech.com/free-software/bootsafe/

[shalebing]

Maurice - I temporarily shutdown Kaspersky (note: the only icon I could see in the taskbar notification area was a green tick and it was titled Kaspersky Internet Security. There wasn't a red K icon). I tried loading Malwarebytes from the program list as you suggested but same result I'm afraid.

As I don't want the PC to be vulnerable I have started Kaspersky again.

[shalebing]

Liquid Tension - as described I have run through the Crash Dump procedure. Please see link below:
https://we.tl/t-v2s0kOpj3x

[LiquidTension]

1 hour ago, shalebing said:

Liquid Tension - as described I have run through the Crash Dump procedure. Please see link below:
https://we.tl/t-v2s0kOpj3x

Thanks for the dump file.

Please answer this question as well:

Quote

Do you have any type of tablet software installed?

 

[shalebing]

10 minutes ago, LiquidTension said:

Thanks for the dump file.

Please answer this question as well:

 

Not absolutely sure what constitutes tablet software to be honest. My PC is a traditional tower (Dell Inspiron) and I do not think I have anything out of the ordinary on it. The last two programs I installed within the past few weeks were Whatsapp (I didn't have this on my phone at the time) and Dropbox as I needed to send a number of files to someone but that is the one and only time I have used it. Since having this problem with Malwarebytes I have uninstalled both Whatsapp and Dropbox in an effort (unsuccessful) to solve the problem.

[Sam_Jones]

I had this issue as well. Support told me that they thought in my case it was Carbonite that might be causing the issue if it created a backup of some of Malwarebytes’ files. I’ll post the part of their email with their instructions for me which solved my problem in case you want try it and see if it helps you:

Step 1 - Safe Mode

I have provided the instructions for booting into Safe Mode with networking.
 

1. Restart your PC. When you get to the sign-in screen, hold the Shift key down while you select Power > Restart.
2. After your PC restarts to the Choose an option screen, select Troubleshoot > Advanced options > Startup Settings > Restart.
3. After your PC restarts, you'll see a list of options. Select 5 or F5 for Safe Modewith Networking.

Step 2 - Clean install

Let's perform a clean reinstallation of the latest Malwarebytes for Windows version using our Malwarebytes Support Tool. This is designed to automate the clean uninstallation of our products, along with installation and activation of Malwarebytes for Windows Premium (if applicable).

Malwarebytes Support Tool (MBST) Clean Reinstall
 

1. If necessary, please redownload MBST using the link below:
   • http://downloads.malwarebytes.com/file/mbst
2. Once the file is downloaded, open your Download folder or the location of the downloaded file.
3. Double-click  mb-support-#.#.#.###.exe to run the program.
4. Click the Advanced menu on the left. Please do not click Start Repair.
5. Click the Clean button followed by Yes to proceed.
6. Upon completion, reboot your computer. After the reboot, please wait for the program to reopen.
7. You will be presented with the option to install Malwarebytes for Windows. Click Yes.
8. Upon completion, Malwarebytes for Windows will automatically open.

[shalebing]

Sam Jones - thanks for that info, unfortunately I am having issues with booting into Safe Mode. I have already tried it as it was suggested in one of the earlier posts. I reach the screen with the seven options but when trying to select F4 or F5 (or 4 or 5) nothing happens and I am stuck on that screen and I have to power down the PC in order to reboot it.

One thing I have noticed that may or may not have a bearing on that - during bootup I get the normal one beep but it is followed by another beep with a message of 'Keyboard failure'. I noticed this happening after I had to have a new hard drive installed a couple of months ago by a local computer shop but I thought no more of it as the keyboard works fine once I reach the login screen. 

[Maurice Naggar]

@shalebing

Just stopping by about your last post about the beep & the keyboard failure.

Please double check with Dell Support for your specific Dell Inspiron model.   About the beep at system startup.

https://www.dell.com/support/home/us/en/04/?l=en

.

A beep at system startup is abnormal.   There should be none.  ( no beeps).

1 beep means " Motherboard: BIOS ROM Failure "

According to the  of report information, this Dell systemboard is from 2009.

So I would encourage a check with Dell Support about the specific model, to verify the meaning of the one beep alert at startup.

As to the hardware keyboard, did you switch keyboards?   Be sure to double check that the keyboard is all properly connected & seated.    Otherwise, if need be, switch ( as a test) to a known working keyboard.

.

PS.

Please also see https://www.dell.com/support/article/us/en/04/sln293445/understanding-beep-codes-on-a-dell-desktop-pc?lang=en

"Understanding Beep Codes on a Dell Desktop PC"

Edited May 21, 2019 by Maurice Naggar

[shalebing]

Maurice - I am currently running Dell's online diagnostics on my PC, although it says it has been "preparing my report" for well over 90 minutes and the estimated time on Dell's website said 40 mins.

As to the keyboard error, I havn't changed the keyboard but it has been evident since I had a new C:\ drive installed by a local repair shop after my previous one failed. I havn't bothered about it as the keyboard works perfectly well in normal use but this may be why I cannot select any of the options from the list during the Safe Mode setup. 

[LiquidTension]

Hi @shalebing,

The dump file you provided reveals the crash is occurring during a normal QT operation; specifically, it's experiencing an access violation when attempting to access a standard memory location for QT.

This indicates the source of the issue is almost definitely OS related or caused by interaction of other third-party software you have installed.

Have you since managed to get into Safe Mode to verify if the Malwarebytes UI still fails to open?

Please do the following:

SFC /Scannow

• Please download sfc_scannow.bat using the link below.
  → https://malwarebytes.box.com/s/71uel6xlgciq5fitx1lq8a6jqo3ck4mi
• Open your Downloads folder.
• Double-click sfc_scannow.bat.
• Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
• A blue Command Prompt window will appear.
• Upon completion, a file named mb-cbs-log.zip will be created on your Desktop.
• Please attach the file in your next reply.