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  • Staff

***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

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

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

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

    mbst_log_saved_desktop.jpg
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:

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Click "Reveal Hidden Contents" below for details on how to attach a file:
 

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To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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Well, I attempted to perform the suggestion. Apparently the Malwarebytes Support Tool is a 64 bit program and will not run on my 32 bit machine.

At least, that is what it is reporting when I attempt to run it.

Perhaps there is another approach?

 

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Hi,

The Support tool runs on either 32-bit or 64-bit Windows.   Did you perhaps see any "error message"?

You also should Close as many windows as possible before starting it, so that you have a clearer view all around.

Also, that tool needs a lot of patience when you start it and as it executes.   Allow 5 to 10 minutes   and have much patience.

 

We 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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  • Staff

You could try checking for updates.  Since you can't really see the UI too clearly to do so that way, you should be able to right-click on the Malwarebytes tray icon and select Check for Updates.  I seem to recall a recent patch that fixed issues similar to what you're seeing so hopefully that will fix it.

If it doesn't then I'd recommend making sure your graphics card drivers are up to date.  The download sites for each of the major GPU manufacturers are linked below; just make sure you select the right drivers for your particular chip/card model:

Intel
NVIDIA
AMD/ATI

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I don't know how to respond since I can't run the 64 bit software. I have a machine that also does it and is 64 bit but I also have a lifetime version on

it and don't want to also ruin it and have to lose my lifetime version on it as well. I don't know if I can re-install my 3.8.3 version and still use the same serial number for it

and have it work.

I'm glad to help anyway I can so if you can give me input here I will do this on my other machine to provide you with the necessary information.

 

 

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BTW, I tried it on her machine with the free version of 4.0.4 before I installed it with the license I had for the earlier version. It was scrambled so I didn't upgrade hers.

I only used the early licensed version and never tried to upgrade her machine after installing the lifetime. However, this machine is my machine and it has the problem as

does my business notebook. I also want to tell you that when I right click on the taskbar icon, it show the status with checkmarks and I can, therefore, know if it is intercepting incoming

info and checking it. BUT, that doesn't mean I can look at the screen and read it.

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3 minutes ago, Mungo said:

that doesn't mean I can look at the screen and read it.

Lets see if this type of log can shed any light on the subject.

Please download the 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 the disclaimer.
  • Press the Scan button.

_frst_scan.jpg

  • It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). If you've run it before it may not and you may need to select it manually
  • Please attach both logs to your reply if possible. Otherwise, you may copy/paste the logs directly if you have to, but an attachment is better.
  • To save attachments please click the link as shown below. Then browse to where your file is located and select it and click the Open button.

_mb_attach.jpg

 

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7 minutes ago, Mungo said:

Here you go! Please let me know if you get the files.

FRST.txt 50.53 kB · 0 downloads Addition.txt 55.16 kB · 0 downloads

thanks for the above logs.

Lets try the support tool in safe mode.

Can you please boot into safe mode and try running the support tool again.

Run support tool / Advanced Options/ Gather Logs.

Please let us know if you can gather logs in the safe mode.

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