bmille3 Posted August 11, 2019 ID:1328825 Share Posted August 11, 2019 Dear Malwarebytes, I received the option to update Malwarebytes to the latest version yesterday. I chose the option to install the latest version and it just hung at the end of the install. I haven't had problems installing any other programs except this one. I tried the repair install 3 times and it gets to the point where it reinstalls Malwarebytes then just hangs. If I try to run Malwarebytes it just hangs and the whole system freezes requiring a hard reboot. I also tried the clean uninstall option and experienced the same hang and freezing etc. Since then I ran Memtest 86 v4.3.7 (legacy BIOS), ran a check disk of the C drive, and ran "sfc /scannow" as the administrator. All of the results have come back fine. I'm not sure hat is causing the problem. I ran the Malwarebytes reporting tool and have uploaded the zip file. Any help or instruction would be much appreciated. Best Regards, Ben mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted August 11, 2019 Staff ID:1328826 Share Posted August 11, 2019 ***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: Spoiler 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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" 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 file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler 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: Spoiler 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 More sharing options...
Root Admin AdvancedSetup Posted August 11, 2019 Root Admin ID:1328886 Share Posted August 11, 2019 Hello @bmille3 Sorry to hear you're having issues with the installation. Please temporarily fully disable your Norton antivirus. Then run the following tool to do a clean removal and reinstall. https://support.malwarebytes.com/docs/DOC-2674 Thaks Ron Link to post Share on other sites More sharing options...
bmille3 Posted August 12, 2019 Author ID:1328925 Share Posted August 12, 2019 Hi Ron, I followed your instructions to the letter and the system hung again during install. I had actually tried this previously twice and each time made sure that Norton was disabled, but also did it again per your recommendation. I should mention I am running Windows 7 Ultimate x64 on this machine. I don’t know if that makes a difference. I’ve never had a problem running MBAM with Norton and I’ve been using the same setup for almost 10 years now. i also have the exact same setup (Malwarebytes/Norton) on my Windows 10 Pro workstation, but had no issues with the recent Malwarebytes upgrade. i really should just install Windows 10 Pro on this machine as well, but I keep putting it off. So much legacy software that isn’t going to run etc. Do you have any other suggestions? Thank you very much for your time and assistance with this issue. Best Regards, Ben Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 12, 2019 Root Admin ID:1328952 Share Posted August 12, 2019 Yes, very odd. Rarely see that. Let's go ahead and have you run the following please and post back the logs. If it locks up though please let me know. Ron Link to post Share on other sites More sharing options...
bmille3 Posted August 17, 2019 Author ID:1329750 Share Posted August 17, 2019 Sorry, this has been a really busy week. I will run this later today and get back to you. Thank you so much for reaching out to me. Link to post Share on other sites More sharing options...
bmille3 Posted August 18, 2019 Author ID:1329837 Share Posted August 18, 2019 So, I've tried to run MBAR several times and the PC keeps locking up. I'm fairly certain I have some sort of infection on my computer, but I'm not certain how to get rid of it. Should I try to roll back to a previous backup? Or is there some other software that might work to remove it? Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 18, 2019 Root Admin ID:1329849 Share Posted August 18, 2019 Yes, if you're able to do a System Restore please go ahead and try it and let me know Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 29, 2019 Root Admin ID:1331939 Share Posted August 29, 2019 Due to the lack of feedback, this topic is closed to prevent others from posting here. If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request. This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread. Thanks Link to post Share on other sites More sharing options...
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