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kad

Version 4.0.4 Not Loading Properly

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So I have 2 machines.  One is a Windows 10 machine and the new software loaded up fine there.  The other is a Windows 7 Home Premium SP1 Machine and the software seems to load but the home screen is black outside of the frame.  Very weird.  There seems to be the links to do everything there but it is like it is behind a wall.  Help as I can't seem to go backwards to the older Version 3 and this isn't allowing me to activate my premium.

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Hi,

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Hello @kad and :welcome:

The attached mbst-grab file will be quite valuable.  Please allow for a short period of analysis.

Thank you.

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1 hour ago, kad said:

I suggest you disable McAfee and follow the following.

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.

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Hello @kad:

A brief analysis of the mbst-grab shows the MB4 install task was impeded or incomplete.

Please remove the following before attempting a clean reinstall:  (They may be reintroduced at a later time.)

  1. McAfee Internet Security
  2. Spybot Search & Destroy
  3. Zemana AntiMalware

Restart Windows 7 Home.

Download and follow the procedure with Uninstall and reinstall using the Malwarebytes Support Tool.  You may relaunch the previously downloaded Malwarebytes Support Tool.

If the uninstall/reinstall is successful, please activate to premium.

Please reply to this topic with the status of your system.

Thank you.

Edited by 1PW

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Is this something new?  In all of my previous installs never had to do the de-installs.  

Will post status once I've completed this

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Hello @kad:

Unfortunately AV/AM/AS products can undergo change at any time and thus present interesting challenges for others.  Such may be likely in this instance.

If the above prescribed actions are unsuccessful, please run and attach a fresh mbst-gather.

Good luck.

Edited by 1PW

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So I did all of that and same result except no hidden links this time.  Just the blank screen inside of the border.

Ran another log gather and attached it here.

mbst-grab-results.zip

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21 minutes ago, kad said:

Just the blank screen inside of the border.

Could you post a screenshot of the window.

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quick addendum - I just restarted the program and got the hidden links this time.  Still blank but the links are there

Malwarebytes Home Screen Image.gif

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Hello @kad:

Thank you for the fresh mbst-grab-results.zip archive file.

  1. Within the fresh archive, your system's mbsetup.log indicates that much of the MB4 reinstall is running (with errors) from the Windows D:\ (RECOVERY) partition.  This requires additional investigation.
  2. Using the previously downloaded Malwarebytes Support Tool (MBST), please only follow steps 1 through 11 of the Uninstall and reinstall using the Malwarebytes Support Tool procedure.  After the requested Windows system restart, select only the No button in step 12 and exit the MBST utility.
  3. Using a Windows Administrator account, please find the Malwarebytes for Windows downloader MBSetup.exe file at https://www.malwarebytes.com/mwb-download/thankyou/ and save/execute only to/from the system Administrator's desktop.
  4. If this installation is successful, please activate the MB4 product to premium.

Then, after at least one Windows system restart, please report the status of the MB4 fresh install in a reply to this topic.  If the installation was not successful, please also generate/include a new mbst-grab archive file as before.

Thank you.

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Same results.

Please note that I am the only user to log into this machine and I am the administrator ID for it.  Double checked the user accounts in control panel to confirm this as well.

did a regrab and it is loaded here.

mbst-grab-results.zip

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6 minutes ago, kad said:

Same results.

This is likely caused by the hardware acceleration changes we made to the Malwarebytes version 4 UI.

Could you try setting a couple of QT environment variables and check if the issue still occurs or not?

To set the environment variables, ensure the Malwarebytes UI is closed and run the following batch file as administrator: https://malwarebytes.box.com/s/hbxc3vcb8spn2dv6qvnrrtumvrb8iv36

  • "SUCCESS: Specified value was saved." should be outputted twice.
  • After running the batch file, check if the Malwarebytes UI will open normally.
  • If it doesn't, reboot and check again.

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OK.  Did the run and loaded 4.0.4.  Same issue.  Did the reboot and it came up with no issue.  Still have to activate premium but whatever that .bat file reset seems to have worked.

Will activate and we'll see from there.  For right now anyway, a big thank you to you and 1PW

 

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10 minutes ago, kad said:

Activation worked and the new load is  running its scan as I type

Glad we could help.

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Hi @kad,

Thanks for confirming that the batch file was successful.

We'll be releasing a permanent update shortly that corrects the issue without the need of the batch file.

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