MB 4.0.4 incomplete install

[BillPeavy]

Windows 7 sp1 32-bit, MB 4.0.4 update/install hangs with black window as shown in attachment.  I've tried uninstalling and re-installing but get same result.

The only possible conflict I can imagine is TrendMicro WorryFree Business Security version 10 SP1.  I could revert to MalwareBytes v 3.0.6.1469-10963 if necessary.

HELP Please!

[Malwarebytes]

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[Porthos]

15 minutes ago, BillPeavy said:

I've tried uninstalling and re-installing but get same result.

We need to get information from this machine in order to have the proper detail to help you forward.
 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.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support xxx.xx.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    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.

[BillPeavy]

Done. Thanks...

mbst-grab-results.zip

[exile360]

Greetings,

I noticed your logs show that User Account Control is disabled.  Malwarebytes, like most modern Windows applications, is designed to be fully UAC compatible and compliant so it is possible that this is the cause of the issues you are experiencing:

UAC Settings
==================================
EnableLUA:                      Off
Consent Prompt Behavior Admin:  Off

I would recommend re-enabling UAC and then restarting the computer and then trying a reinstall of Malwarebytes to see if this corrects the issues.  You will find instructions on restoring UAC to its defaults on this page and the procedure below will enable you to perform a clean reinstall of Malwarebytes:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

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

Thanks

[BillPeavy]

Sorry, but it still doesn't work.  Symptoms really appear the same.  Attached are the logs.

FWIW, Trend Micro doesn't much like what FRST is doing and I had to override warnings.

Thanks again...

mbst-grab-results-2.zip

[Porthos]

13 minutes ago, BillPeavy said:

FWIW, Trend Micro doesn't much like what FRST is doing and I had to override warnings.

What happens when Trend micro is compleatly disabled?

I see you seem to have an Optiplex 780? There is a newer bios and video driver available on Dells website. I say that because it looks graphics related as well.

[BillPeavy]

OK,

1) ALL DELL updates (4, including BIOS) installed;

2) TREND MICRO WORRY-FREE BUSINESS SECURITY disabled;

3) mb-support-1.5.3.749 app runs and CLEAN install runs to apparent completion;

4) MWB launches successfully and does a scan of system;

5) TREND MICRO restarted - no apparent trouble;

6) MWB launches successfully again.

I guess this one is cleared.

As a point of info, I have another PC running 64-bit Win 10 Pro that did not have these problems. 

I have been running the TREND MICRO product for more than 15 years.  I rely on it.
MWB 3 was running successfully on this PC.
So why does MWB 4 fail on the same platform that was successfully running MWB 3?

Grist for the developer's mill?

Thanks again,

Bill Peavy

[Porthos]

8 minutes ago, BillPeavy said:

So why does MWB 4 fail on the same platform that was successfully running MWB 3?

The Graphics requirement changed a bit.

[exile360]

Yes, they completely rewrote the UI code for version 4 and we've already seen some issues with some really old graphics adapter drivers on some systems with Malwarebytes 4 so this very well could be (and likely is based on the symptoms) the cause of the issue.