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Night_Terror

Malwarebytes not responding

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The UI stops responding after 10 seconds. I click but nothing happens. I have tried reinstalling the software manually and withe the help of the support tool, but no success. The problem still persists. How can I solve it?

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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
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  8. A progress bar will appear and the program will proceed with getting logs from your computer
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Hello @Night_Terror and :welcome:

The mbst-clean action seems to have successfully deleted a prior installation of Malwarebytes 3 for Windows (MB3) free.  However, the install that followed seems to have failed.  Out of curiosity, what prompted the mbst-clean in the first place?

  1. Please temporarily and completely, disable Bitdefender Internet Security.
  2. Then, run another mbst-clean to completion allowing for a repeated install of MB3 3.8.3
  3. If at any point a Windows restart is requested, please do so without delay.
  4. If the above steps are not successful, please re-run the mbst-gather utility and attach the Grab to your next reply with the status of your computer.
  5. If the mbst-clean is successful, you may re-enable Bitdefender Internet Security and reply to this topic with your system's status.

Thank you.

Edited by 1PW

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7 hours ago, 1PW said:

ut of curiosity, what prompted the mbst-clean in the first place?

I didnt have bitdefender when the issue happened. Suddenly, MB stopped responding after 10 sec. I do have a license. I unstalled and reinstalled manually. Then I used the repair support tool and it didnt work neither. after that i used the cleaning option and installed Bitdefender to check if i have a virus or sthg.

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Hello @Night_Terror:

Please reply with the present state of MB3 and your Windows system. 

If all is not normal, please generate a fresh mbst-grab-results.zip archive file and also attach it in your next reply.

Thank you.

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Hello @Night_Terror:

Despite the latest run of advised mbst-clean, the unfortunate result was a persistent imperfect install of MB3.  I have requested that forum management move your topic to the Windows Malware Removal Help & Support sub-forum for continued and isolated assistance.  Additionally, your system could benefit from minor cleanup.

Thank you.

Edited by 1PW

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Hi,  @Night_Terror  

My name is Maurice. I will be helping and guiding you, going forward on this case.

I have moved your case over for one to one help.

 

First, just as a general remark.  Windows may from time to time show "not responding" on any app.  The condition  usually clears away after a few minutes.

That is the general in most cases.   This case here may be involved.

I do notice that BitDefender is installed.     Bitdefender Internet Security    Version: 24.0.6.3

That needs some adjusting so that it treats Malwarebytes as a trusted application.
What follows is a first step to have Windows 10 show all files and folder. Do not let this spook you out.
There is a how-to at Tenforums. Use either option one or two or three
https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html


What follows are the adjustments for BitDefender.
Open the Bitdefender product installed
Click VIEW FEATURES
Under ANTIVIRUS, Click Settings
Click EXCLUSIONS

Click ADD
Ensure Both is selected
Enter C:\Program Files\Malwarebytes into the text field and click Add
Repeat for C:\ProgramData\Malwarebytes

Click ADD
Ensure Both is selected


Enter 

C:\Windows\System32\drivers\mbam.sys into the text field and click Add

Repeat for the following files:
C:\Windows\System32\drivers\mwac.sys
C:\Windows\System32\drivers\mbamswissarmy.sys
C:\Windows\System32\drivers\mbamchameleon.sys
C:\Windows\System32\drivers\farflt.sys
C:\Windows\System32\drivers\mbae64.sys
 

Click the back arrow
Under WEB PROTECTION, click Whitelist


Enter *.mwbsys.com into the text field and click Add
Click Save
Click Close to finish

I would suggest a Windows Restart from the Start menu at this point. Wait for system to reload and to settle beck in.
 

[ 2 ]

Find the Malwarebytes icon on your desktop
and right click on it with your mouse > select "Properties" > then click on the "Compatibility" tab.

Make sure that the box beside "run this program in compatibility mode for..." is left blank.
Click OK when done.


[ 3 ]

There is a further issue as to Malwarebytes definitions.  This setup is very much behind on the definitions rules.

Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool.

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

 

Let me know if that clears up the issue or not.

Cheers.

 

 

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Hello, thank you for your help. I tried everything you said but no luck. I just reinstalled windows and i guess its ok now. 

 

However, the problem wasnt with only malwarebyte but other apps too such as VLC and others 

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Thanks for letting us know.

Let me suggest that now is a good point to do a Backup of this system to offline backup media.

Backup is your best friend.  Do a regular backup on some regular basis.

 

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p.s.  If the machine has BitDefender, then I would do these adjustments   ( like I listed before )

 

What follows are the adjustments for BitDefender.
Open the Bitdefender product installed
Click VIEW FEATURES
Under ANTIVIRUS, Click Settings
Click EXCLUSIONS

Click ADD
Ensure Both is selected
Enter C:\Program Files\Malwarebytes into the text field and click Add
Repeat for C:\ProgramData\Malwarebytes

Click ADD
Ensure Both is selected


Enter 

C:\Windows\System32\drivers\mbam.sys into the text field and click Add

Repeat for the following files:
C:\Windows\System32\drivers\mwac.sys
C:\Windows\System32\drivers\mbamswissarmy.sys
C:\Windows\System32\drivers\mbamchameleon.sys
C:\Windows\System32\drivers\farflt.sys
C:\Windows\System32\drivers\mbae64.sys
 

Click the back arrow
Under WEB PROTECTION, click Whitelist


Enter *.mwbsys.com into the text field and click Add
Click Save
Click Close to finish

 

Best wishes.

Maurice

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