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

[ckass]

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.

[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
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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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[exile360]

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

[ckass]

I did not make any progress. I am back square one and waiting on help from Webroot. 

Thanks! I'm sure your way works great most of the time.

[exile360]

I'm sorry to hear that.  Hopefully they will be able to resolve the issue, but please let us know if anything changes and of course if there is anything more we can do to help just let us know.

Thanks