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Anpu

Malwarebytes 4.0 nag on 3.8.3.2965 will not install version 4.0

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Have tried to install 4.0.x via the nag on the running version of Malwarebytes but the installer hangs. Removed the previous version (3.8.3), ran the cleaner utility, rebooted, and tried a 4.0.x clean install (installer downloaded from malwarebytes site) the installer still hangs. subscription is paid up. BTW did an reinstall of 3.8.3 and that version installed just fine. What is the problem with 4.0.x?

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***This is an automated reply***

Hi,

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Hi @Anpu,

Are you running the Malwarebytes version 4 installer from a network drive? Note that this is currently not supported. You will need to run the installer locally if this is the case.
If you're not running from a network drive, proceed with the steps below.

-----

When you say the installer hangs, does it run indefinitely, forcing you to manually terminate the process? If so, please could you generate a couple of memory dumps for us.

  • Run the installer.
  • When it hangs, open Task Manager and click Details.
  • Look for MBSetup.exe -> right-click -> Create dump file.
  • Repeat for MBAMInstallerService.exe.
  • You should have a file named MBSetup.exe.dmp and MBAMInstallerService.exe.dmp in your %temp% folder.
  • Please zip these files, upload to a file hosting service and provide a download link.


After carrying out the above steps, please do the following as well:

  • Rerun the Malwarebytes Support Tool and gather logs once more. Provide the new mbst-grab-results.zip.
  • Export the System and Application event logs, zip up and attach.

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