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Hi there. I need some help if anyone could assist. I downloaded MB free and attempted a scan. I always get a few minutes in before it gives me an error and says it needs to restart. I have tried uninstalling and reinstalling several times, always with the same error message. I then tried to download the fix tool which keeps freezing up on me in the install process. After restarting it several times, I finally got to the point where it could start working but I never got past the first point. It was scanning for about two hours before it froze up and closed down.

I'm not proficient in technology and I'm really struggling here - can anyone advise me what might be going wrong? Thank you.

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Hi,     :welcome:

My name is Maurice. I will be helping and guiding you, going forward on this case.

Please let me know what first name you prefer to go by.

 

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me.

If you will be away for more than 3 consecutive days,  do try to let me know ahead of time, as much as possible.

 

Please only just attach   all report files, etc  that I ask for as we go along.

 


I would appreciate  getting some key details from this machine in order 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-1.5.3.749.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.

 

Thank you.

 

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How long is this process supposed to take? I'm still on "Run FRST" to get the logs and it's been running nearly 2 hours.

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Hi,   Sorry to read the report run was that long.   The FRST part should have a timeout.   Typically a run of the Support tool takes somewhere less that 15 minutes.

Look on the DESKTOP for a a file named mbst-grab-results.zip

If you find it there,  please attach.

 

IF there is no such report-file,  then  lets do this manual run.

I would like to have you run a report tool known as FRST. This has no personal information. It is a well-known & widely used &safe.
FRST will help provide me with a list of installed programs and other information about your computer that will help me see if there are any other problems that are not being detected. Please follow the steps below to run FRST.


1: Please download FRST from the link below and save it to your desktop:


"Download link for 32-Bit version Windows"

"Download link for 64-Bit Version Windows"

Please wait and look toward the top or bottom of your browser for the option to Run or Save.
Click Save to save the file version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.


Run report with FRST

Right-click on FRST icon and select Run as Administrator to start the tool , and reply YES to allow it to proceed and run.

 

_Windows 8 or 10 users will be prompted about Windows *SmartScreen protection* - click line More info information on that screen and click button Run anyway on next screen._

Click YES when prompted by Windows U A C prompt to allow it to run.
Note: If you are prompted by Windows SmartScreen, click More info & followup & choose Run anyway.


Approve the Windows UAC prompt on Windows Vista and newer operating systems by clicking on Continue or Yes. 

Click Yes when the* disclaimer* appears in FRST.
The tool may want to update itself - in that case you'll be prompted when the update is completed and ready to use.

Make sure that Addition options is *checked* - the configuration should look exactly like on the screen below (do not mark additional things unless asked).
Press Scan button and wait.





The tool will produce 2  logfiles on your desktop: FRST.txt , Addition.txt 
Click OK button when it shows up. Close the Notepad windows when they show on screen. The tool saves the files.

Please attach these 2 files to your next reply.

Thank you.

 

NOTE:  Please understand that at some point later on, I do need a report using the Support tool.  I have to see all of the logs from Malwarebytes, including its setup logs.

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Good afternoon.   I am checking up here.  How are things at this point ?

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Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Thanks

 

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