domon3 Posted February 16, 2020 ID:1362761 Share Posted February 16, 2020 So MB was stuck in the "installing update" screen for quite some time and after about an hour I just gave up and shutdown thinking i'll just apply the update later. Tried it again in the morning, and now the program gui doesn't even display. It didn't even auto run in my startup, and has been removed from that. It's there in task manager but I can't get the interface to load (as a standard OR admin). elevated task manager gets access denied when i try to terminate it. There's a similar thread where the suggestion was to collect the logs from the recovery tool but twice now the tool has said it's made the .zip but it's nowhere on my desktop. What is going on? Please help I feel naked without MB. Thanks. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 16, 2020 Staff ID:1362762 Share Posted February 16, 2020 ***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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" 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, a file named mbst-grab-results.zip will be found on your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
exile360 Posted February 16, 2020 ID:1362765 Share Posted February 16, 2020 Greetings, I'm sorry that you are experiencing trouble with the software but we should be able to get it back up and running properly for you. Since you are having trouble getting logs from the Support Tool lets go ahead and just try to correct the issue with a likely fix. Please do the following: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here Once that is done, launch Malwarebytes and navigate to settings by clicking the small gear icon located in the upper right area of the main Malwarebytes UI, then under the General tab, click the Check for updates button and it should download and install any available updates, hopefully this time without any issues. Please let us know how it goes and if the problem still persists or not. Thanks Link to post Share on other sites More sharing options...
domon3 Posted February 16, 2020 Author ID:1362767 Share Posted February 16, 2020 That worked. Thanks for the prompt service and for helping me out. God I love MB. Thanks once again. Link to post Share on other sites More sharing options...
exile360 Posted February 16, 2020 ID:1362769 Share Posted February 16, 2020 Excellent, I am glad that the software is back at work protecting your system again If there is anything else we might assist you with please don't hesitate to let us know. Thanks Link to post Share on other sites More sharing options...
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