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Malwarebytes not opening


Go to solution Solved by Maurice Naggar,

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On my new computer I put Malwarebytes in, in had the free few days to work.

Now it says free version.

Yesterday the time went out

Now, it will not open so I can see it

(It had opened before the free trial time ran out)

 

You can right click on the icon for scan that is on the computer screen

I suppose it is scanning, you cant see it because it is not loading up.

 

How can I get it to load so I can see it ?

 

This is a new computer with Windows

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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:

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:

Spoiler
 
 
 
 
Spoiler

 

 

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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

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1 minute ago, Freckles said:

How can I get it to load so I can see it ?

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.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support xxx.xx.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

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  • Solution

Hi Freckles.

The Malwarebytes for Windows is running but appears to be having some issues.

Let's perform a clean  re-installation of the latest Malwarebytes for Windows version using our Malwarebytes Support Tool. This is designed to automate the  clean uninstallation of our products, along with installation and activation of Malwarebytes for Windows Premium (if applicable). 
 
Malwarebytes Support Tool (MBST) clean Reinstall 

  • Open your Downloads folder. 

   Right-click   mb-support-1.6.1.784     image.png      & select Run as administrator    to start the tool   & reply YES to allow to go forward. 

 

  • When prompted by Windows, reply YES to allow the tool to go forward. 

  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!". 

  • Click the Advanced Options link. This is important. Please ensure Advanced Options is clicked. 

  • Click the Clean   button followed by Yes to proceed. 

  • Upon completion, click OK to reboot your computer. 

  • After the reboot, please wait for the program to reopen. 

 

Please have lots & lots of patience for the system to resume  & then re-display the second phase of the run.   It may take a few minutes to show.

 

  • You will be presented with the option to install Malwarebytes for Windows. Click Yes. 

  • Installation of Malwarebytes for Windows will commence shortly after. 

  • Upon completion, Malwarebytes for Windows will automatically open. 

  • Note: If installation of Malwarebytes for Windows does not commence, please let me know. 

 

Then, when all is done, please lets do one final Windows Restart. 

 

If you encounter any issues during the running of the tool, please let me know. 

Please keep me advised after all this. Thank you. 

 

Sincerely, 

 

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