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Support Tool Ticket Number


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34 minutes ago, MacIntyre said:

Good Afternoon.  Having trouble installing Malwarebytes update.

Trying to run Support Tool.  Upload Logs:  Asking me for a Ticket Number.  How do I get a Ticket Number? Please help.

Thank you,

Cecilia

Go ahead and post/upload the zip file here and we can assist.

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Hello and Welcome @MacIntyre… you don't need a ticket number

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.
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On 1/27/2020 at 12:43 PM, MacIntyre said:

Having trouble installing Malwarebytes update.

Your logs show that you have 360 Total Security installed.  This application is known to prevent Malwarebytes from being able to install and function.  Removing it should allow you to get Malwarebytes installed.  Once that is done you may try reinstalling 360 Total Security and creating exclusions between the two applications but I do not know for certain that they will be able to work together.  The items to exclude in 360 Total Security for Malwarebytes can be found in Malwarebytes for Windows antivirus exclusions list.  Be sure to exclude them from the real-time protection components in 360 Total Security.  You should also exclude 360 Total Security's program folder (most likely located under C:\Program Files and/or C:\Program Files (x86)) from Malwarebytes by following the instructions under the Allow a file or folder section of Add to the Allow List in Malwarebytes for Windows v4 and you should do the same for 360 Total Security's primary data folder which is most likely located under C:\ProgramData.

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

Edited by AdvancedSetup
updated links
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I completely UNINSTALLED ALL 360 Total Security Qihoo Antivirus programs and components and related software, and I was able to INSTALL and UPDATE Malwarebytes smoothly.  The problem was resolved.  Thank you.

Edited by AdvancedSetup
removed unneeded quoting
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