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KoujiBear76

Unable to update / re-install Malwarebytes Premium (Win 10 v.2004)

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Help. I've spent several hours trying to figure this out.

I had (more on this in a bit) Malwarebytes Premium installed. It notified me that there was a new version through a window that popped up. I accepted the install... then nothing happened.

So I opened the app and there was an orange button saying there was an update. I clicked it. I accepted or whetever... then nothing happened. Malwarebytes would keep running. I ran a scan, no issues found. Tried to update again... nothing.

I downloaded the online installer and just tried to update that way. Ran MBSetup.exe as Administrator... I got the hour glass for a second... then nothing.

I downloaded an offline installer (a suggestion from one of the many posts I found through Googling)... ran mb4-setup-consumer-4.1.0.167-1.0.931-1.0.25008.exe... nothing.

I booted into Safe Mode but I couldn't do anything.

I have closed as many running apps as I can, disabled things from startup, but NO installer/uninstaller/updater runs.

I found a support tool, mb-support-1.6.1.784.exe ... I get an error that it couldn't run successfully and to please try again later.

So I ran the Malwarebytes clean-up utility. Ran mb-clean-3.1.0.1035... after a few minutes it asked me to restart to finish setup. Now Malwarebytes seems to be gone but I STILL can't re-install it.

H E L P.

Thoughts?

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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:

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: 

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For any of these issues:

  • Renewals
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  • Cancellations
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  • 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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4 minutes ago, KoujiBear76 said:

So I ran the Malwarebytes clean-up utility. Ran mb-clean-3.1.0.1035... after a few minutes it asked me to restart to finish setup. Now Malwarebytes seems to be gone but I STILL can't re-install it.

H E L P.

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

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4 minutes ago, Porthos said:

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

Here ya go...

Addition.txt FRST.txt

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7 minutes ago, KoujiBear76 said:

Here ya go...

Do you have any ramdisks or have moved your temp files to another drive.

 

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Just now, Porthos said:

Do you have any ramdisks or have moved your temp files to another drive.

 

I used to have a Ram Disk application (by IMDisk) but I recently learned that it was preventing me from updating Windows (or Microsoft Apps) so I uninstalled it. Come to think of it, I didn't restore the TEMP variables to the default values before uninstalling (I figured the program would do that for me). I just checked and the RamDisk software is definitely NOT running. Did it mess something up? (by the way, thanks!)

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1 minute ago, KoujiBear76 said:

Come to think of it, I didn't restore the TEMP variables to the default values before uninstalling

That could be the issue. Ramdisks and /or temp files that are not in the default location can keep MB from installing or upgrading.

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4 minutes ago, Porthos said:

That could be the issue. Ramdisks and /or temp files that are not in the default location can keep MB from installing or upgrading.

That has to be it. I ran a command prompt window and ran "echo %temp%" ... it came back with the old RamDisk location.

Do you know how I can set the temp environment variable to another folder?

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7 minutes ago, Porthos said:

That could be the issue. Ramdisks and /or temp files that are not in the default location can keep MB from installing or upgrading.

Actually, I found the settings panel to change Environment Variables (System Properties / Advanced / Environment Variables). Will try to change there, restart then try again.

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1 minute ago, KoujiBear76 said:

Actually, I found the settings panel to change Environment Variables (System Properties / Advanced / Environment Variables). Will try to change there, restart then try again.

I wait for the results. Good luck.

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9 minutes ago, Porthos said:

I wait for the results. Good luck.

YOU. ARE. A LIFE SAVER. Thank you! It worked, re-installed latest version. All is good now. 👍

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Posted (edited)
2 minutes ago, KoujiBear76 said:

YOU. ARE. A LIFE SAVER. Thank you! It worked, re-installed latest version. All is good now. 👍

Great to hear. If you need any thing else please ask.

Be safe.

Edited by Porthos

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@KoujiBear76 I need to also make you aware, some are having issues with 2004 and some are reporting issues with stuttering when using torrent programs.

Please see this pinned topic
https://forums.malwarebytes.com/topic/261111-performance-issue-with-windows-10-2004/

  Also, it is a good idea to Follow this pinned post at the top of the forum

 

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