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Malwarebytes Support Tool wont run


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Hi

I thought I had virus and following guide downloaded Malwarebytes Support Tool, but I can not get the support tool to run 

 

I have saved        Mmb-support-1.5.3.749       in my download folder and when I double click get Windows user account control dialogue box. I select yes and message appears "extracting" - goes to 100% and disappears. I do not get the "accept licence agreement" screen

Is there a problem or am I doing something wrong?

All help appreciated

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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: 

Spoiler

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:

     notify me.jpeg  

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

Spoiler

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
 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

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Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

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2 hours ago, tekaham said:

Is there a problem or am I doing something wrong?

All help appreciated

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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Odd things

Win 10 start  screen - on occasion didn't show the power icon and other icons nearby

Libre Office wouldn't save file every time

thunderbird only shows some ot the folders and one accounts is missing, but is complete on another computer

I tried the suggestions on this site and use the repair tools in tweeking computer nothing found although repair 8  -  MDAC /MS Jet fail to finish - said to be common event on their forum?

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10 minutes ago, tekaham said:

Yes i did have Malwarebytes running

 

Should I delete ESET?

Try this first, Add the following exclusions to ESET

C:\Windows\System32\drivers\mbae64.sys
C:\Windows\System32\drivers\mbam.sys

C:\Windows\System32\drivers\MbamElam.sys
C:\Windows\System32\drivers\MBAMChameleon.sys
C:\Windows\System32\drivers\MBAMSwissArmy.sys
C:\Windows\system32\Drivers\farflt.sys

C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe

C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe

C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe

C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant.exe

C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe

C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe

C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe

Folders
Also the MB folder in Program Files and the one in Program Data (it is hidden by default)

C:\Program Files\Malwarebytes
C:\ProgramData\Malwarebytes   (Enable hidden files to add this one.)

Then add  all ESET folders to Malwarebytes allow list.

Edited by Porthos
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Hi Porthos

Since telling you that MBS tool worked I shut the computer down overnight and started it again about 8 hours ago and then left it. Now the Malware support tool doesn't run

I wonder if the problem is simply having too many anti virus and firewalls on the drive and if I should delete them all except Malwarebytes and Windows Defender?

Your further help please

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2 hours ago, tekaham said:

Window version now 1909 - took over 1 hour update - wonder if  this  is a sign of problem with win 10 installation?

Windows feature updates do take over an hour to do.

Can you please try this: Lets get MB installed.

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

2. Boot into Safe mode without networking.

3. Run the installer.

Can you please let me  know if that worked ?

Thank you.

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5 minutes ago, tekaham said:

Scan worked and 4 PUPs quarantined

Could you attach the log that shows those pup's.

 

6 minutes ago, tekaham said:

MB support tool fails - ends as before (same message)

The support tool is really only to get logs, repair Malwarebytes or clean install, Usually not needed.

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12 minutes ago, tekaham said:

Trust me to get it wrong!

Here is the requested log (I hope)

mb log.txt 4.37 kB · 0 downloads

If it was my computer I would make sure ADVANCED SYSTEMCARE is actually gone and does not show up in programs any longer.

All optimizer programs have the potential to do more damage to the Windows OS and programs than any good.

I cant count how many times I had to reload Windows on my clients computer due to optimizer type programs.

Edited by Porthos
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