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Malwarebytes Support Tool - FAQ


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The Malwarebytes Support Tool is designed to help you troubleshoot issues with Malwarebytes for Windows.  The Malwarebytes Support Tool combines multiple utilities, such as the Malwarebytes Cleanup Utility and Farbar Recovery Scan Tool. The Malwarebytes Support Tool gathers information from your computer and creates a new support ticket or updates an existing ticket with the information gathered.

Please click below to read FAQ regarding the Malwarebytes Support Tool:

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Uninstall and reinstall using the Malwarebytes Support Tool

The Malwarebytes Support Tool removes Malwarebytes files and settings from your Windows computer. If you have activated Malwarebytes using a license key, this will be backed up so you will not need to re-input during post cleanup re-installation. You can use the Malwarebytes Support Tool to uninstall your Malwarebytes software or remove files leftover from a previous installation.

 

Download and run the Malwarebytes Support Tool

  1. Close all applications you have open on your computer.
  2. Download the Malwarebytes Support Tool.
  3. When prompted to save the file, click Yes or Save.
  4. Locate your Downloads folder and double-click to open.
  5. Double-click the mb-support-x.x.x.xxx.exe file.
    DOC-2674-1.png
  6. If prompted by User Account Control to allow changes be made to your computer, click Yes.
  7. Click the Accept License Agreement box. Click the Next button.
    DOC-2674-2.png
  8. Click Advanced under the Menu Pane.
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  9. Click the Clean button.
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  10. Click the Yes button to proceed. This process may take a few minutes.
    DOC-2674-5.png
  11. The Support Tool displays a message box asking to reboot the computer. Save all your work and click OK when you are ready to reboot.
    DOC-2674-6.png
  12. After the reboot, Malwarebytes Support Tool reopens and displays a message asking if you would like to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes.
    DOC-2674-7.png
  13. Malwarebytes Support Tool downloads and runs the installer for the latest version of Malwarebytes for Windows.
    DOC-2674-8.png
  14. The Malwarebytes dashboard opens once the installation completes successfully.
    DOC-2674-9.png
Edited by celee
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What can the Malwarebytes Support Tool do?

  • Provide self-help options to assist with troubleshooting
  • Create a Malwarebytes Support ticket
  • Attach information to an existing Malwarebytes Support ticket
  • Automatically generate and upload information to a secure Malwarebytes server
  • Automatically run troubleshooting tools, including:
    • Farbar Recovery Scan Tool (FRST)
    • Malwarebytes Cleanup Utility (MB-Clean)
    • MB-Check
    • MB-Grab
  • Function using an online or offline mode
  • Advanced Options
    • Allows you to use the Malwarebytes Support Tool without an Internet connection
    • Saves troubleshooting logs to your computer
    • Uninstalls Malwarebytes for Windows using the Cleanup Utility
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Do I need a license for the Malwarebytes Support Tool?

No, the Malwarebytes Support Tool is a free troubleshooting and repair utility. You may download and run the Malwarebytes Support Tool as needed.

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How do I upload logs to an existing Support ticket?

If you have an open ticket with Malwarebytes Support, enter your ticket number and email address when prompted in the Malwarebytes Support Tool. For instructions, refer to the article Upload logs to your ticket using the Malwarebytes Support Tool.

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What happens when the Malwarebytes Support Tool creates a ticket?

When the Malwarebytes Support Tool creates a ticket, your troubleshooting logs are attached to the ticket and a confirmation email is sent to you. To add more information to your ticket, reply to the confirmation email you received. To create a ticket, refer to the article Troubleshoot issues with Malwarebytes for Windows.

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What is the mbst-grab-results.zip file?

mbst-grab-results.zip is an archive that contains results from running the Malwarebytes Support Tool. Inside the mbst-grab-results.zip file, there are two logs:

  • mb-support-log.txt file - contains the Malwarebytes Support Tool data and any exceptions the application encountered.
  • mb-check-results.txt - contains data to help us troubleshoot issues with Malwarebytes for Windows.

If the Malwarebytes Support Tool is run in offline mode, the mbst-grab-results.zip file is saved to your desktop.

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Do I still need to run other troubleshooting or repair tools?

With the Malwarebytes Support Tool, you do not need to run additional troubleshooting or repair tools, such as the Malwarebytes Cleanup Utility.

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