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Remove the Malwarebytes Support Tool


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  • Staff

***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: 

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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. Before submitting your reply, be sure to enable "Notify me of replies" like so:

     notify me.jpeg  

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

 

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

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For any of these issues:

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  • 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: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

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  • Staff

Greetings,

It sounds like the registry entry to launch the tool on startup to complete a repair/reinstall of Malwarebytes was left behind by the tool when it should have been removed automatically.  To resolve the issue you can simply delete the support tool's file itself and that will stop it from launching on startup.  If you wish to remove the actual startup entry from the registry that it left behind you may do the following:

Create an Autoruns Log:
Please download Sysinternals Autoruns from here and save it to your desktop.

Note: If using Windows Vista, Windows 7, Windows 8/8.1 or Windows 10 then you also need to do the following:

                Right-click on Autoruns.exe and select Properties
                Click on the Compatibility tab
                Under Privilege Level check the box next to Run this program as an administrator
                Click on Apply then click OK

  • Double-click Autoruns.exe to run it.
  • Once it starts, please press the Esc key on your keyboard.
  • Now that scanning is stopped, click on the Options button at the top of the program and verify that the following are checked, if they are unchecked, check them:
        Hide empty locations
        Hide Windows entries
  • Click on the Options button at the top of the program and select Scan Options... then in the Autoruns Scan Options dialog enable/check the following two options:
        Verify code signatures
        Check VirusTotal.com
  • Once that's done click the Rescan button at the bottom of the Autoruns Scan Options dialog and this will start the scan again, this time let it finish.
  • When it's finished and says Ready. on the lower left of the program window, please click on the File button at the top of the program and select Save and save the file to your desktop and close Autoruns.
  • Right click on the file on your desktop that you just saved and hover your mouse over Send To and select Compressed (zipped) Folder
  • Attach the ZIP folder you just created to your next reply
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9 minutes ago, NScroggs said:

Isn't that the installer file? It behaves like a self-extracting archive.

Malwarebytes support tool does not install to the computer. It runs as a portable file.

It does download and run FRST which is also portable and gathers the FRST logs that are in the final zip file for submission.

Edited by Porthos
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  • Root Admin

If you need help removing the entry then please either post back the log requested by @exile360 or run the following and post back the logs so that we can see what is going on.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

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  • Staff
On 3/7/2020 at 5:43 AM, NScroggs said:

Isn't that the installer file? It behaves like a self-extracting archive.

This is correct.

The main executable is extracted and eventually moved to %temp%\mwb*.tmp\mb-support.exe (where '*' represents random characters). The tool uses a scheduled task as a loading point to relaunch after a reboot. The expected behaviour is for this to be removed after the first relaunch. As mentioned above, it's likely this did not occur for an unknown reason.

To help us better understand what caused the issue, could you also provide us with the mb-support-log.txt file found in %temp%\mwb*.tmp. Thank you!

Edited by LiquidTension
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