After reinstall, Malwarebytes won't launch

[DEE45]

I've been using Malwarebytes for years now and have been pretty satisfied overall. Today I was prompted to download an update. After downloading the update, I ran into an error which said that it couldn't replace a file that already existed. The options were Retry, Ignore, or Abort. After hitting Retry a few times, I hit Abort and it appears that Malwarebytes was completely uninstalled from my computer.

I reinstalled the basic version but ran into the same error. This time I hit Ignore. After hitting Ignore twice, it uploaded. However, while Malwarebytes shows up in my tray, and says that I'm protected (see below) clicking on the "Open Malwarebytes" icon does nothing.

Literally nothing happens when I click the tab. I went to the file in my computer and clicking it there doesn't launch either. Trying to rename the file to "explorer.exe" as suggested in a thread from a year and a half ago doesn't work either as it will not accept administrator position (see below):

I am the only one who uses this device and have never had issues doing anything like this before. That same thread indicates there might be a rootkit problem which has me worried. I've had a few hiccups with the program over the years but this is by far the most severe issue I've encountered. I'm hesitant to try reinstalling because the program's failure to download updates and install properly was what started this whole debacle. Please advise.

[Malwarebytes]

***This is an automated reply***

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[Maurice Naggar]

Hi,  @DEE45  

Please look at the first reply  ( post # 2 above) and click on reveal hidden content.

Download and run the Support tool.   attach the ZIP report-file

This is curable.  Needs a review of your past setup run attempts.

[DEE45]

After running the attached tool, the program is launching now. Guess we can count this one as solved.

[Maurice Naggar]

I wonder if you likely used one of the "repair" options.   Lets still run the report tool this way and I will review.

    Download Malwarebytes Support Tool       ( your pc alreday has the tool.   no need to re-download)
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.4.0.615.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

 

Thank you.

Edited July 20, 2019 by Maurice Naggar

[DEE45]

See attached the .zip file.

mbst-grab-results.zip

[Maurice Naggar]

Hi.  Thank you for the report file.  I see the log for the run you mentioned at the very start of this case.

The bottom line suggestion I have is:  On the next occasion for a upgrade to a new Version, let the message go, and , make very sure to do a Windows Restart.

That clears the way for a clearer better more successful upgrade.  Once the restart is done, then do a upgrade run from inside of the program.

Start Malwarebytes, click on Settings
then click Applications tab
then click on Install Application Updates

Allow it time to check for Updates. Then when prompted, follow the prompts to have the latest 

Click on YES when you get re-prompted. 

Note:  I do see that the last setup runs near 2:15 pm were a success.   I am glad to see that.   If you need something else, let us know.

Sincerely,