Received "Restart required for Malwarebytes Update" message now MWB is gone

[jgm_11]

- Restarted my system and there was no update.

-Click on MWB shortcut on my desktop and nothing happens.

-Go to my MWB folder in program files and the folder is empty

-Try to install the free version manually and the install hangs then times out.

- Find MWB in my control panel/uninstall window and try to uninstall. The uninstall hangs up and goes on forever. 

-Dowloaded the Support Tool, followed instructions to "Clean" my system and it hangs on clean up. Also hangs up on "Gather Logs". No options appear for Repair System as they are all greyed out. 

GG guys. 

[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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

• For use when you are on the forums and need to provide logs for assistance
• For use when you don't need or want to create a ticket with Malwarebytes
• For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler

1. Download Malwarebytes Support Tool
2. 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.
3. Place a checkmark next to Accept License Agreement and click Next
4. Navigate to the Advanced tab
5. The Advanced menu page contains four categories:
   • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
   • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
   •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
   • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
6. To provide logs for review click the Gather Logs button
7. Upon completion, click OK
8. A file named mbst-grab-results.zip will be saved to your Desktop
9. Please attach the file in your next reply.
10. To uninstall all Malwarebytes Products, click the Clean button.
11. Click the Yes button to proceed. 
12. Save all your work and click OK when you are ready to reboot.
13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
14. Select Yes to install Malwarebytes.
15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

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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

[jgm_11]

No options to edit my post apparently.

PS. I've had Premium about 3 or 4 years now and have never had an issue. 

[jgm_11]

Really need to add an "edit" feature guys. 

 

I'm running Windows 10 and yes it's updated. 

[exile360]

Greetings,

Unfortunately there is no edit button due to rampant past abuse by spambots.  It is inconvenient but necessary I'm afraid.

With regards to the Malwarebytes issue, please try installing Malwarebytes from Safe Mode with Networking to see if that works.  If it does not then please do the following so we may try to determine what is causing the issue:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. 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

[jgm_11]

Prior to troubleshooting I retried installing MWB again this morning manually via the free version and it worked. Installed and automatically set up my Premium version so I'm all good. 

 

Thanks and have a great week. 

[exile360]

Excellent, I'm glad to hear it

If there is anything else we might assist you with please let us know.

Thanks