Jump to content

Malwarebytes won't respond

Recommended Posts

  • 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 on the left column
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  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:
     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


Thank you for providing the logs.

Am I correct in saying it's the Malwarebytes user interface that isn't responding? The source of the issue is most likely the Huion Tablet software you've recently installed. This is known to cause issues with the Malwarebytes user interface hanging. Please try uninstalling this and rebooting the computer.

Please carry out the steps below as well. There are no signs of active malware present on the computer. However, certificates belonging to various Anti-Virus vendors have been set as disallowed, which is often the result of Trojan.Wdfload.

xlK5Hdb.png Farbar Recovery Scan Tool (FRST) Script

  • Please download the attached Fixlist.txt file.
  • 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.


Edited by LiquidTension
Link to post
Share on other sites

40 minutes ago, steveidw said:

Thank so much for your assistance, I'm going to uninstall my huion tablet driver shortly, does that mean I cannot use my huion tablet on my PC? Also I've included the requested file in the attachments.

Fixlog.txt 5.97 kB · 1 download

First step would be to uninstall it - this will help confirm if it is indeed the cause of the issue.

If the Malwarebytes user interface no longer hangs, try installing the latest version. If that doesn't help, try installing an older version.

Link to post
Share on other sites

OK so removing my tablet driver absolutely fixed the issue with opening my malware bytes program! Thanks for the help and assistance. I'll try and update my driver and see if it causes any issues afterwards. Will there be any follow up for the fixlog as well?

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.