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"an error has occurred and malwarebytes will not install on your computer"

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Hi!

So i've been using Malwarebytes for years, i've decided to buy Premium around October and i've been using it everyday and whatnot (love the product).

Today, i turned off the 4 protections because a file i wanted to run wouldn't go because malwarebytes was blocking it, i disabled them one by one.

After i wanted to turn it on again, only 3 of the 4 protections turned on, the only one that didn't was "malware protection".

I decided to re-install and now i'm here (because even the scan wouldn't work anymore?!), without malwarebytes.

When i try to install it, it restarts once, then a second time and then my pc loads, and a box comes with "an error has occurred and malwarebytes will not install"

Any idea why?

Thanks, Kuba.

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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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54 minutes ago, Some1 said:

I decided to re-install and now i'm here (because even the scan wouldn't work anymore?!), without malwarebytes.

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

Thank you

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I am having the exact same issue. I did a clean reinstall and now it restarts two times before saying my computer is unable to install. This just popped up in the last 24 hours after I noticed my malware protection was also off.

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52 minutes ago, mxaxtxtx said:

I did a clean reinstall and now it restarts two times before saying my computer is unable to install.

Did you use the support tool to do the uninstall/reinstall? You log does not show that you did.

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

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 Let me know if that clears up the issue or not.

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6 minutes ago, Some1 said:

Your logs show that you are running Kaspersky.  The latest version of Kaspersky is known to have problems with Malwarebytes.  Please try temporarily disabling Kaspersky and then installing Malwarebytes, and if that works, then once Malwarebytes is installed, disable the Ransomware Protection component in Malwarebytes as it is known to cause system performance issues when used alongside Kaspersky's latest version.  You can disable Ransomware Protection by right-clicking on the Malwarebytes tray icon near your system clock and clicking where it says Ransomware Protection: On and then click Yes if prompted by User Account Control.

Please let us know how it goes and if the issue is resolved or not.

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I did use the uninstall/reinstall tool. When it tried to reinstall it would restart the computer twice like some1 mentioned and on the third attempt says there was an error and it can't be installed. I then tried to use the download link from the site and it netted the same results.

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2 minutes ago, Porthos said:

Your logs show that you are running Kaspersky. 

I haven't been using any anti-virus since October, just the Windows Defender. 

I've just looked into my task manager and no Kaspersky processes are available, before i did have both and they ran well, but atm nothing except for Windows Defender.

Thanks

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15 minutes ago, Some1 said:

before i did have both and they ran well, but atm nothing except for Windows Defender.

From your logs.

Quote

Anti-Spyware Product :     Kaspersky Internet Security
    Up To Date:    Yes    Enabled:    On

Run the Kaspersky removal tool and restart. https://support.kaspersky.com/common/uninstall/1464

Then try the repair feature of the Malwarebytes support tool.

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The tool doesn't detect any sort of Kaspersky product, i used this product  when i was removing Kaspersky as my licence for it finished in October and i've been running Malwarebytes + Windows Defender combo. There's no Kaspersky files on my PC.

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12 hours ago, mxaxtxtx said:

I am having the exact same issue. I did a clean reinstall and now it restarts two times before saying my computer is unable to install. This just popped up in the last 24 hours after I noticed my malware protection was also off.

+1 I am having identical symptoms to yours.  So far I have downloaded and tried the offline installer with the same results.  Shutting down the computer instead of restarting got rid of the two (without warning) restarts, but also failed to complete the installation, lol.

 

- Nathan

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Well the automated response wins this time, running the support tool did the trick, and all of the protections are on again.  There is an exclamation mark on the tray icon for unknown reasons but that's another matter.

 

Best,

- Nathan

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Running the support tool fixed everything + installed. Thanks Nathan.

 

Thanks,

Kuba

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37 minutes ago, Some1 said:

Running the support tool fixed everything

 

16 hours ago, Porthos said:

Then try the repair feature of the Malwarebytes support tool.

Was part of my fixes.

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Hi everyone,

The underlying cause here is related to a database update issue that we're aware of. We're in the process of working on a fix for this and hope to be able to address it shortly.

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I can't install malwarebytes too saying the same from this topic from him. I'm nervous to my pc because I can't remove the malware or virus that may see my sensitive passwords. I dont know what to do!.. they said this is the antivirus who can only remove it but still not sure.. waiting seems to be a lot of worries if you cant say when this issue will be done from installing. This is my question to developers when this bug problem installation fails will be done so we can install?? 

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2 hours ago, RalphVerana said:

I can't install malwarebytes too saying the same from this topic from him. I'm nervous to my pc because I can't remove the malware or virus that may see my sensitive passwords. I dont know what to do!.. they said this is the antivirus who can only remove it but still not sure.. waiting seems to be a lot of worries if you cant say when this issue will be done from installing. This is my question to developers when this bug problem installation fails will be done so we can install?? 

Greetings,

If your system is infected then please read and follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you in checking and cleaning any threats from your system.

Good luck, and if there is anything else we might assist you with please let us know.

Thanks

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Greetings,

If you believe that your system is infected then please read and follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you in checking and cleaning the system of any remaining threats.

Good luck, and please let us know if there is anything else we might assist you with.

Thanks

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5 hours ago, horizon1205 said:

Hi @horizon1205,

Your installation issue appears to be networking-related. A timeout is occurring when attempting to download some of the packages used during the installation.

Are you aware of any networking-related issues in your environment?

You can try the Malwarebytes offline installer. It can be downloaded from here:
http://downloads.malwarebytes.com/file/mb4_offline

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