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Pedro1010

Updated this, broke my computer

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What's the point of having a malware software if it pretty much works like a virus and successfully breaks your computer?

I've had many computers and laptops and never before seen an update to a supposedly side program that breaks my computer.

How can I remove it??? I can't unnistall it as it is just always on the "Not responding" state. I can't even delete any files from its folder. Is this not a virus in disguise? I've seen friendlier viruses. And the software even goes as far as to say I'm using my free trial? I didn't even want it... please help me!

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***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:

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  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.
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  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.
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Dude I wish I could access the program. It doesnt work and doesnt let anything work and refuses to be stopped or deleted. It is literally driving me insane.

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Greetings,

I'm sorry you're experiencing trouble with the software but we will help you to get it resolved.  First, please try starting your system in Safe Mode with Networking (instructions may be found here as well as here), then try running the Malwarebytes Support Tool to have it clean Malwarebytes from your system:

  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 Clean button, and allow it to restart your system and then reinstall Malwarebytes if you wish to do so, or select the option to cancel if you do not wish to reinstall it,

Please let us know how it goes and if the issue is resolved or not.

Thanks

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I have tried a few times, but I can't get past one of the first steps. Once I try to restart my laptop, it just says "Please Wait..." forever 😕 any other way to remove this? I tried a melhod through command prompt, but your software didn't show on the list of programs so no luck there. It won't even let me delete any files in the folders. I use my laptop to work, please help

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Please try running it in Safe Mode .  Instructions on booting into Safe Mode can be found here as well as here.

Please let us know how it goes.

Thanks

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You'll likely have to force the system to shut down by holding down the power button then proceed with the next step.  It is the self-protection component preventing you from deleting it manually; technology intended to prevent malicious tampering by malware and hackers.

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Ok I finally managed to get into safe mode. I tried 5 or 6 different methods and the only thing that worked was as simple as holding shift when hitting restart on the log in screen(I'm on Windows 8).

Once I was in boot mode, I was able to successfully end all of the Malware Bytes tasks, and after that, I was able to unninstall it with "Revo Unninstaller".

Is there anything else I have to do to fully remove the software from my laptop?

Thank you for your assistance. Your software is very powerful, I'm impressed by its security, but this kind of things can't happen, it's the first software I've seen inadvertedly completely break down a computer. I couldn't even access Chrome and had to restart through the power button everytime after opening 2 programs, because after that it wouldn't work anymore.

Cheers guys

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You could run the clean function in the Support Tool as suggested above if you want to ensure no traces remain, but otherwise it should be fine.  I suspect you encountered a known issue which occurs on some systems where the Web Protection component causes performance issues; an issue which will hopefully be addressed in an upcoming release.

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