Jump to content

Recommended Posts

  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows 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.

  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

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

    mbst_log_saved_desktop.jpg
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:

     notify me.jpeg  

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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
  • Staff

Hello @southcoastie - we want to see if we can get some additional logs from you.  Could you do the following:

 Enable User Mode Crash Dumps

  • Please download enable_crash_dumps.bat using the link below.
  •  https://malwarebytes.box.com/s/eug9gmk7i1xqeugb0xobjlqcsfb4uv1e
  • Open your Downloads folder.
  • Right-click CX41PDv.png enable_crash_dumps.bat and select AVOiBNU.jpg Run as administrator to run the file.
  • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
  • A black Command Prompt window will appear. Upon completion, press any key to exit.
  • Once done, please reproduce the issue you're experiencing.
     

eYuNy3K.png Collect Crash Dump

  • When the installer next crashes, wait at least 1 minute. Press the Windows Key NfsK8XE.png + R on your keyboard at the same time.
  • Copy %localappdata%\CrashDumps and paste into the Run box. Click OK.
  • A folder will open. Inside you should see a DMP file.
  • Right-click the file and click Send to followed by Compressed (Zipped) folder. This will create a ZIP file.
  • Go to WeTransfer.com in your browser. Click Add your files, navigate to %localappdata%\CrashDumps and double-click the ZIP file.
  • Click (...) and select the link radio button under Send as.
  • Click Transfer.
  • Upon completion, copy the download link and include it in an email reply.

 

Windows Event Logs

  • Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK.
  • Expand Windows Logs.
  • Right-click Application and click Save All Events As.... Name the file application and click OK.
  • Repeat for Security and System.
  • Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder.
  • Name the Zip file EventLogs.zip and attach the file in your next reply.
Link to post
Share on other sites

Everything seems to be working fine now. After I installed the newest version, the first problem I observed is that it took much longer to load a web page (cnn.com). Then I tried to run speedtest.net and it wouldn't load. I got a message stating internet not available. I knew that wasn't accurate. I tried to change settings on malware and everything froze up. Then I shut off my computer and restarted.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.