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can't install, can't run cleanup, can't get anywhere


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I tried to install MalwareBytes on my lap top. I got a Webroot Secure popup and then nothing progressed beyond the "installing" window. I don't have Webroot installed, never have, it came with the laptop from Best Buy. I have uninstalled everything I can see regarding it. I sent into their support for assistance on that issue. Beside the point.

I then rebooted everything and tried again. Same result. Then I tried the Support tool. You see where that is currently in the pictures attached.

I will be running screaming into the night... when I get done with that, I'll try anything to make the vicious cycle end.

mal.PNG

Webroot.PNG

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***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

    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

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

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Greetings,

I don't know what exact version of Webroot is on the system, but you may find the instructions in this support article as well as here and here to be helpful in removing Webroot's products from your system.

If that doesn't resolve it and you still have trouble running the Malwarebytes Support Tool then please try it from Safe Mode to see if the Support Tool is able to run and if it is, please do the following so that we may take a look at what is going on with your system and installation:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes restart your computer, then attach the zip file it created on your desktop to your next reply

Thanks

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