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allenm

Protection Not Started

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I got a  message flash that auto protection has not started  up,  it will not start up.  wrote tech support told me to run thier new software,  which wend up freezing  the PC twice and had to do cold roboot to get the pc  up.  never heard back from tech after  i told their new software crashed.  MY PROBLEM is does any one know of to  i can get the auto protection running again.  I am using Windows 10 and version 4 of Malwarebytes

thank very much

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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

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  7. Click the Gather Logs button

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  8. A progress bar will appear and the program will proceed with getting logs from your computer

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  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

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hello thank you very  much for taking the time to answer question.  The problem is Iam not able to and install. the tool is run ibecause each time  I tried running it  it will freeze  up on my pc, and have to do a cold reboot I have tried several times and the tool and does work properly on my pc.  I guess  since now one  from support dept or  the nice people on the forums i  guess i WILL HAVE TO REMOVE MALWAREBYT3ES:(

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12 hours ago, Porthos said:

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

There is a problem EVERYONE keeps ignoring in my post!   I AM NOT ABLE TO GET THE SUPPORT LOGS, WHEN I RUN THE  THE PROGRAM IT LOCKS UP MY PC, AND HAVE TO SHUT DOWN AND RESTART,   SO THERE IS NO WAY POSSIBLE FOR ME TO GET A COPY OF THE LOGS,  THE MESSAGE ON THE TO OF TE  LOG IS NOT RESPONDING..  I need a way to solve this problem,    windows 1909 will run this week so it will probably remove malwarebytes anyway,:)    just wish someone out the  can understand my situation and come up with an answer.

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1 hour ago, allenm said:

WHEN I RUN THE  THE PROGRAM IT LOCKS UP MY PC,

Which PROGRAM is the one locking up your computer? Is it Malwarebytes or is it the Support Tool?  If you need to run the Support Tool without Malwarebytes installed, that would be a start...

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Hello @allenm

Let's try a different tool then.

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

Ron

 

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