Jump to content

can't turn on Malware and PUP Protection for Malwarebytes 4.1.0

Recommended Posts

  • Staff

***This is an automated reply***


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:

  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.













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


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

Link to post
Share on other sites

  • Root Admin

Hello @HeyItsCake

Please do the following.

Click on Start and type in CMD.EXE and when it shows on the menu Right-Click and select "Run as administrator" and then type in the following and press the Enter key.


It will say it cannot lock the drive and ask if you want to run it when the computer restarts. Press the Y key and the Enter key and the close all applications and restart the computer.

Then see if Malwarebytes will run or not.


If it still does not work then please run the following removal and reinstall procedure.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

Let us know how things go. I'll check back on you again some time tomorrow

Thank you


Link to post
Share on other sites

So I did what you said and eventually uninstalled Malwarebytes using the support tool. After my pc rebooted, while it was doing the post reboot cleanup my pc just blue screened. Afterwards I just installed Malwarebytes from the browser and it seems like everything is fine now? But I don't know if I should be worried because of the crash 

Link to post
Share on other sites

  • Root Admin

Please go ahead and run the following for me and I will check.


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



Link to post
Share on other sites

  • Root Admin

I would recommend you consider uninstalling the following. Go to Control Panel, Programs, Add/Remove


Your version of Java is old and compromised. If at all possible try to run your computer without Java. If you really have to use it then keep it up to date at all times.



What exactly is mDNSResponder.exe?


MDNSResponder, also known as Bonjour, is Apple’s native zero-configuration networking process for Mac that was ported over to Windows and associated with MDNSNSP.DLL.  On a Mac or iOS device, this program is used for networking nearly everything.  On Windows, this process is only necessary for sharing libraries via iTunes and other Mac applications like the Apple TV that were ported to Windows.  Bonjour allows different computers running iTunes to communicate with each other regardless of network configuration, this is because it enables automatic network discovery.

What Is mDNSResponder.exe / Bonjour and How Can I Uninstall or Remove It?




ATTENTION: System Restore is disabled (Total:222.97 GB) (Free:22.9 GB) (10%)

Please enable System Restore and create a new System Restore Point


You have a scheduled task that does not have a valid XML file describing it. You should review and see what it is and potentially remove it.

Task: {0A76C4F7-59C0-4156-B2DD-2A3BAC9D1600} - \{3D22ECEA-BF69-4F06-ACAE-BC5C0FE5B693} -> No File <==== ATTENTION


I notice a lot of entries for the Z:\ drive. Have you moved certain folders and features of Windows to another drive?
Are you using any type of RAM drive?


I see a couple of files that I'd probably recommend you remove but they shouldn't really be causing an issue. If you like I can move your topic to the Malware Removal forum and make a script for you to run that would remove them as well as run some scans to verify and confirm all Windows files are valid and accurate.



Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.