Malwarebytes will not open

[eriknau]

I have MalwareBytes on a new computer running Windows 10 Pro. After I purchased and activated the premium license it was fine for a few days and suddenly stopped working. It shows it's running in the task manager but the dashboard will not come up and it does not show in the taskbar. If I try to quit the application in task manager it but it says Access denied. This is the same if I reboot the computer.  i tried uninstalling and it says action failed. Please advise what I should do next to get it working again. 

Thank you, Erik

[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: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

 

[Porthos]

5 minutes ago, eriknau said:

Please advise what I should do next to get it working again. 

We need to get information from this machine in order to have the proper detail to help you forward.
 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 and is only available to authorized members and the original poster.

Can you please follow the directions from the following KB article and post back your logs so that we can review

Upload Malwarebytes Support Tool logs manually

Thank you

[eriknau]

I have run the "Get logs" action and when it gets to running FRST it sits there for a long time and cannot finish. 

I also tried the repair procedure in the tool and it cannot complete this either, it gets stuck on saving settings. This is a brand new gaming computer, it is not underpowered or anything.

[eriknau]

Wait it finally completed, I am attaching logs shortly.

[eriknau]

mbst-grab-results.zipHere are the logs, my apologies

[exile360]

Your logs show that Malwarebytes is awaiting a system restart.  Please try restarting your system and if Malwarebytes still will not work, please try the following:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Start Repair
3. Please be patient while the tool runs, it can sometimes take several minutes to complete
4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process
   

Please let us know how it goes.

Thanks

[Porthos]

2 minutes ago, eriknau said:

Here are the logs, my apologies

Quote

Pending File Rename Operations
==================================
C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe                           
C:\Windows\system32\drivers\MbamChameleon.sys                                        
C:\Windows\system32\drivers\mwac.sys                                                 

 

Please restart the computer and see if that helps.

 

[eriknau]

Thank you @exile360 and @Porthos the tool completed the repair after a restart and re-installed Malwarebytes and it is running normally now. Thank you!

[exile360]

That's great to hear, if there is anything else we might assist you with please let us know.

Thanks