My PC won't install Malwarebytes

[Billbo]

I have a lifetime license for Malwarebytes that has worked well. Today, I got a pop up that said my real time protection was off. I tried to turn it on but the button was not highlighted, so I deleted Malwarebytes and also deactivated it on my home page. It now shows I have one install available. I downloaded it again, and tried to install it, but it will not install. I get an error message that says something to the effect "error, cannot install Malwarebytes on this computer".  The computer restarts 3 times before I get that message, and when I check my system, Malwarebyes never really downloaded. I filled out a ticket on this, but haven't heard back yet. Anyone else having this issue? Right now I am operating w/o Malwarebytes installed. Please advise or help if you can.

[Malwarebytes]

***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: 

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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
   
   
    
7. Click the Gather Logs button
   
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
   
    
9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK
   
   
    
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[Porthos]

2 minutes ago, Billbo said:

Please advise or help if you can.

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.

[Billbo]

9 minutes ago, Porthos said:

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.

Thanks Porthos, that worked. Wonder what happened the other times to cause problems?

[Porthos]

2 minutes ago, Billbo said:

Thanks Porthos, that worked. Wonder what happened the other times to cause problems?

Glitch, Did you get it reactivated?

[Billbo]

Yes. It is reinstalled and working properly as far as I can tell. The tool did the trick.

[Porthos]

Just now, Billbo said:

Yes. It is reinstalled and working properly as far as I can tell. The tool did the trick.

Now, To help you navigate the new interface here is the user guide. https://support.malwarebytes.com/docs/DOC-3530?lang=en_US&affiliate=&x-source=mb4pchelp

[Billbo]

I spoke too soon. Malwarebytes cannot connect to the internet even though I have internet access. The recovery tool installed it, but now I cannot delete it or anything. It is on my desktop but not operational and I cannot manually uninstall it and the recovery tool cannot either. When I tried to redownload it from the site, it says "error" and when I try activating my one license, it says Malwarebytes is not installed. I'm lost.

[Porthos]

11 minutes ago, Billbo said:

I spoke too soon. Malwarebytes cannot connect to the internet even though I have internet access. The recovery tool installed it, but now I cannot delete it or anything. It is on my desktop but not operational and I cannot manually uninstall it and the recovery tool cannot either. When I tried to redownload it from the site, it says "error" and when I try activating my one license, it says Malwarebytes is not installed. I'm lost.

Please follow the directions from the following article and post back the requested logs and we'll review to assist you.

https://support.malwarebytes.com/docs/DOC-2396

[Billbo]

I didn't do it exactly right. But it said it uploaded logs to that ticket number. I didn't get the chance to place them on the desktop though, they just uploaded to you guys automaticslly.

[Porthos]

47 minutes ago, Billbo said:

I didn't do it exactly right.

    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

[Billbo]

It uploaded logs though. At least it said it did. It uploaded them to that ticket number. Didn't they get there? They went somewhere.

[Porthos]

6 minutes ago, Billbo said:

It uploaded logs though. At least it said it did. It uploaded them to that ticket number. Didn't they get there? They went somewhere.

That is different from the forums, We need you to attach them here if you want speedier help.

Edited November 24, 2019 by Porthos

[Billbo]

What is contained in the logs?  I have since used the support tool to clean Malware Bytes from my computer, and will redownload it when the problem is resolved. Speed isn't an issue, I would just like to hear something in a few days, maybe by Thanksgiving?

[Porthos]

5 minutes ago, Billbo said:

maybe by Thanksgiving?

If you are lucky. Weekends and Holidays have limited support personnel. If you wish to wait on support it will be by email and is first come first served. Be sure to watch your spam folder as well.

Best wishes and happy holidays.

5 minutes ago, Billbo said:

What is contained in the logs?

The tools and the information obtained is safe and not harmful to your privacy or your computer

Edited November 24, 2019 by Porthos