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Chris1AA

NOT able to install version 4 of Malwarebytes

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Even after using the Diagnostic Tool for Malwarebytes, it still not working,
Pop up a message "an error occurred" everytime after install, even after a clean install with Diagnostic Tool for Malwarebytes clean all previous files!!!
Please help

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mbst-grab-results.zip

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  • All other application running well in my computer
  • Windows version is the newest version
  • Previous version of Malwarebytes running well, only version 4 has the problem
  • Please fix this 

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Same here - all as per OP.

All suggestions tried - without success.

Have had to go back to V 3.8.3.2965

Ticket number 2752574 raised  incl logs.

Windows Pro 64bit.

I did manage to get the upgrade to work on another machine (Windows Home) - using the upgrade option within the settings.
My workstation upgrade though - was initiated via the link in the email advice firstly, and then via your MBSetup.exe - and then via Support Tool - all of which failed with the above error.

 

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4 minutes ago, Lins_Oz said:

Same here - all as per OP.

All suggestions tried - without success.

Have had to go back to V 3.8.3.2965

Ticket number 2752574 raised  incl logs.

Windows Pro 64bit.

I did manage to get the upgrade to work on another machine (Windows Home) - using the upgrade option within the settings.
My workstation upgrade though - was initiated via the link in the email advice firstly, and then via your MBSetup.exe - and then via Support Tool - all of which failed with the above error.

 

Nothing works, do you have kaspersky on your computer?

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I have 360 Total Security - which I disabled for some of my attempts - in case it was getting in the way.
It uses Bitdefender as one of its engines.

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1 minute ago, Lins_Oz said:

I have 360 Total Security - which I disabled for some of my attempts - in case it was getting in the way.
It uses Bitdefender as one of its engines.

Lets wait and see the reply from Malwarebytes staff

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Hi @Chris1AA,

The installer service is receiving an access denied error when attempting to write a value to the registry.

Could you start by temporarily uninstalling your security software (电脑管家系统防护 and Kaspersky Total Security), rebooting and then trying the install again. I suspect QQPCMgr may also be involved, so I would recommend removing this as well.

After uninstalling and rebooting, please let us know if you continue to experience an issue.

If you still encounter an issue, please do the following:

  • Please download the attached Fixlist.txt file.
  • Ensure the file is saved to your Downloads folder.
  • Open your Downloads folder. Inside you should see a file named FRSTEnglish.exe along with Fixlist.txt.
  • Right-click xlK5Hdb.png FRSTEnglish.exe and select AVOiBNU.jpg Run as administrator to run the program.
  • Click the Fix button (not the Scan button). Please be patient.
  • If you are prompted to reboot upon completion, please consent.
  • A log named UdawJ7P.png Fixlog.txt will be saved in your Downloads folder.
  • Please attach the log in your next reply.

Fixlist.txt

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9 minutes ago, LiquidTension said:

Hi @Chris1AA,

The installer service is receiving an access denied error when attempting to write a value to the registry.

Could you start by temporarily uninstalling your security software (电脑管家系统防护 and Kaspersky Total Security), rebooting and then trying the install again. I suspect QQPCMgr may also be involved, so I would recommend removing this as well.

After uninstalling and rebooting, please let us know if you continue to experience an issue.

If you still encounter an issue, please do the following:

  • Please download the attached Fixlist.txt file.
  • Ensure the file is saved to your Downloads folder.
  • Open your Downloads folder. Inside you should see a file named FRSTEnglish.exe along with Fixlist.txt.
  • Right-click xlK5Hdb.png FRSTEnglish.exe and select AVOiBNU.jpg Run as administrator to run the program.
  • Click the Fix button (not the Scan button). Please be patient.
  • If you are prompted to reboot upon completion, please consent.
  • A log named UdawJ7P.png Fixlog.txt will be saved in your Downloads folder.
  • Please attach the log in your next reply.

Fixlist.txtUnavailable

After desable the self-protection of QQPCMgr, and fully end all the process in the task manager, the Malwarebytes 4 is now able to install, and it works fine on my computer now,

Thanks for the suggestion.

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After fully uninstalling 360 Total Security (anti virus) and doing a restart - MBSetup.exe  was able to complete the upgrade over V 3.8.3.2965 to V 4.0.4

My Notebook computer did the upgrade without issue previously - as it does not have 360 Total Security installed.

My sister's pc failed the upgrade - as she also has 360 Total Security installed - so I know now how to achieve the upgrade for her.

Thanks to Chris and MB staff

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I had similar problems with Norton Security but by temprorarily deselecting the anti virus and firewall it finally installed.

The two programs are sitting next to each other with Malwarebites' Folders in the Norton Exclusion list.

I'm not convinced that the relationship at start up is always working smoothly so for me it's still a case of monitoring things.

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It's all OK now but at first MB didn't instal properly and was show in the Task Manager as mbaminstallerservice "suspended".

Then when it was installed it didn't always load at start up.

Not sure if it helped ,but I no longer delay  Real Time Protection the start up of Windows and that seemed to do the trick.

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I'm afraid I spoke too soon.

Norton and MB don't like to start together. Reading from TaskManager …. MBSERVICE.ex seems to start and is then suspended but I don't know why.

I've stripped MB off the computer deleting all references to it in the registry. I'll try a clean install tomorrow and perhaps switch from Norton.

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Thanks for the update.

Could you try setting MBAMService's start type to delayed-auto and check if this has any impact:

  • Download mbamservice_delayed.reg using the link below:
    https://malwarebytes.box.com/s/15jbt7tifcetlhcgmszzb6appbak56w4
  • Right-click the Malwarebytes icon in your notification area (next to the system clock).
  • Click Quit Malwarebytes followed by Yes if prompted by User Account Control.
  • Open your Downloads folder or location of the downloaded mbamservice_delayed.reg file.
  • Double-click mbamservice_delayed.reg and click Run followed by Yes if prompted by User Account Control.
  • Click Yes when prompted to continue.
  • Click OK.
  • Restart the computer.

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Thanks for your help but I'm still not sure about the compatibility with Norton. 

I did a clean reinstall and everything started normally.

I closed down MB but something was still affecting the registry key as I couldn't run the fix. ( running as Admin )

However it seems to be starting OK again and if I get the chance I'll try to run the reg edit again.

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On 11/8/2019 at 6:41 PM, nippa said:

However it seems to be starting OK again and if I get the chance I'll try to run the reg edit again.

FWIW ,  I never got the chance to run the delay regedit but I put the two Malwarebytes folders and the system files (mentioned in another thread) into the Norton exclusions and things seem OK now.

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