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bmille3

Can't Install or Uninstall or Repair Malwarebytes

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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

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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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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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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Thanks in advance for your patience.

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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

 

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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

 

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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.

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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?

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