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Polonut

Cannot install Malwarebytes

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Hi everyone

my first post here - although I have used Malwarebytes for many years (3 out of four of my PC's/laptops have malwarebytes in use with no problems)

On the remaining machine, I can download MB - go to install - confirm, and following confirmation of 'English' up comes the installation progress windows. The progress scale shows no sign of movement/activity and after a very short while up comes the message installation completed - restart your computer.

This I do, BUT, there is no evidence of any malwarebytes folder or any file details anywhere on my PC.

Your help and suggestions would be appreciated, I do miss this program

Thanks in advance

Polonut

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***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
    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:
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Click "Reveal Hidden Contents" below for details on how to attach a file:
 

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Greetings,

Please also try running Malwarebytes Anti-Rootkit to see if it is able to run, and if it is, scan with it and have it remove any threats it detects then restart your system if prompted to do so.  Once that is done, try installing Malwarebytes again to see if it now works properly.  If the issue still continues then please try running ADWCleaner and have it scan your system and allow it to remove anything it detects then restart your system if prompted to do so to complete the removal process.

If neither of those tools resolved the issue then please provide the logs requested above by 1PW and we will attempt to determine what the cause of the issue is and get it fixed.

Thanks

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Hello once again

progress! -  Prior to my original post, I had downloaded the malwarebytes support tool.

I was disappointed that this program also acted in the same way that MB3 did - that is  it got part way, and suddenly announced it was installed and I was asked to restart . The progress scale had barely moved and was nowhere near completion.

I got called away and just left my PC as it was. Some 2 hours later I returned to find that the progress scale indicated that full installation had now in fact been completed.  I restarted and  this time MB3 had been installed! Bit of a mystery I think, but a good outcome.

Thanks to all who contributed their thoughts and guidance - much appreciated

Polonut

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Interesting, thanks for the update.  I'm glad it got installed in the end but I am concerned about why it took so long in the first place as that's definitely not normal.  Please make sure that Malwarebytes runs OK and that it is able to complete a Threat scan; just launch Malwarebytes and click the Scan Now button found on the Dashboard, making certain that it updates successfully and that the scan runs to completion.

If you do run into any issues please post the logs requested above and we'll take a look.

Please let us know how it goes.

Thanks

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If that log won't run you can run the following tool to provide another log that may help.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thanks

Ron

 

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