RichardMills Posted February 21, 2020 ID:1363631 Share Posted February 21, 2020 Hi I am running Malwarebytes on a Win 10 pc. It seems to be running normally but when I open Malwarebytes all I get is a blank screen. I have rebooted the pc, and the behaviour is exactly the same. Any ideas? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 21, 2020 Staff ID:1363632 Share Posted February 21, 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...
Firefox Posted February 21, 2020 ID:1363634 Share Posted February 21, 2020 Hello and Welcome @RichardMills Sorry to hear your having issues. To begin, please try the following to see if it fixes the issue: Download the Malwarebytes Support Tool Accept the EULA and click Start Repair Follow the onscreen instructions and restart your computer if prompted to do so Once that is done check to see if the issue with Media Player is fixed. If the issue still persists then please do the following so that we may take a closer look at what is going on: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Please let us know how it goes. Thanks Link to post Share on other sites More sharing options...
LiquidTension Posted February 21, 2020 ID:1363635 Share Posted February 21, 2020 Hi @RichardMills, If you still encounter an issue, please disable hardware acceleration for the Malwarebytes user interface. This can be accomplished by running the following batch file: https://downloads.malwarebytes.com/file/disable_hwacc_bat You should find the user interface opens normally afterwards. Link to post Share on other sites More sharing options...
RichardMills Posted February 21, 2020 Author ID:1363637 Share Posted February 21, 2020 Thank you. I couldn´t use the repair tool, as it loaded a blank screen. Disabling hardware acceleration solved the problem, but Malwarebytes originally blocked the batch file. Once I had allowed it to run all was good Thanks for the quick replies Link to post Share on other sites More sharing options...
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