Malwarebytes only showing up as a transparent window

[Naso4265]

Whenever I open Malwarebytes, I can only see the border of the window. It doesn't appear like I can select anything, either. This started with the new version of Malwarebytes, but for some reason, I could use it for a short while. After that, it's unusable, and reinstalling doesn't help. A couple of days ago, I was unable to log into my computer, and after a restart, I discovered that vital drivers were missing. I had to reinstall windows, and I just can't shake the feeling that these two issues are related. The problem returned again today when I was setting everything up, and Malwarebytes Chameleon doesn't help.

[Malwarebytes]

***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
   
   
    
7. Click the Gather Logs button
   
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
   
    
9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK
   
   
    
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
    
       

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.

 

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

 

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

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/hc/en-us/articles/360038523934

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

[exile360]

Greetings,

I'm not sure if you would be able to, but it is likely that you need to disable hardware acceleration in Malwarebytes as detailed in this support article.  If you are unable to do so, you may need to uninstall the current version of Malwarebytes and install a previous one until they have a resolution for this issue.

With that said, you should also try booting into Safe Mode and seeing if you can access the Malwarebytes UI there in order to disable the hardware acceleration option, then if that worked, reboot into Windows normally and you should be all set.

Please let us know how it goes.

Thanks

[exile360]

By the way, if you haven't installed the latest graphics drivers for your hardware then that would also be a possible fix, especially since you recently reinstalled Windows.

I do not know what hardware you have, however here are the links to the 3 most common graphics chip makers:

NVIDIA
AMD/ATI
Intel

If you need help finding your exact hardware and/or drivers please let us know and we'll do your best to help.

Thanks

[Naso4265]

safe mode works, so I'll try disabling hardware acceleration

[Naso4265]

Hardware acceleration was the issue. thank you

[exile360]

Excellent, I'm glad I could help.  If there is anything else we might assist you with please let us know.

Also, if you are still having trouble with any hardware and/or drivers or other general Windows issues not related to Malwarebytes you can ask for help here and we'll assist you in troubleshooting and hopefully correcting the issue(s).