[RESOLVED] Malwarebytes Privacy crashes every time I start it

[Katieman]

I'm running Windows 7 - 64bit.

I've been back and forth with Malwarebytes support on this. Unfortunately the only help they have given me is to refer me to the very basic and very generic "online guides" that have absolutely nothing to do with my situation!

Every single time I start the app a dialog box pops up, I click "OK" on the dialog box and then the app crashes. I've tried this with several different versions including the latest version 1.4.0.288.

I cannot get past this! The app refuses to run.

I sent in the Malwarebytes report tool and included a jpg screen capture of the dialog box I receive every time I start the program.

I need those specifically addressed otherwise I won't be able to use this program.

I've included the screen capture of the dialog box I receive every time I start the app.

Can anyone please give me real help?

Thank you.

[gatortail]

I'm sorry to hear the product isn't functioning for you.  Could you please provide the support ticket that contains the logs for review?

[Katieman]

Hi Gatortail. Thank you for your quick response. I just uploaded the support ticket. Ticket #3079546

[AdvancedSetup]

Hello @Katieman

You can wait for the Helpdesk but that may be a few days as they're quite busy. If you like I would be more than will to help assist you here on the forums.

If you can post the MBST Logs here I will take a look and try to assist you

Thank you

 

[Katieman]

Thank you AdvancedSetup!

Here are the logs.

mbst-grab-results.zip

[nikhils]

Hello @Katieman

We are looking into this issue .

One question I have is if you temporarily disable Webroot , are you able to run VPN without any issues?

Can you please try and let us know.

Thank you.

[Katieman]

Hi. I disabled Webroot but the app still crashes exactly as before. I was able to download version 1.5.0.299 within the app but it still crashes every time.

[AdvancedSetup]

Hi @Katieman

Windows shows that it was installed or a Repair install in March of 2019 but there are other logs on the computer that go back to 2009

How old is this computer and when was it originally updated or installed?

It looks like the computer could use some clean up and possibly get some Windows Updates

'

[Katieman]

Hi. The computer was bought March 2009. It is indeed old but it still works great. It originally shipped with Windows Vista but I updated to Windows 7 about two years ago.

[AdvancedSetup]

Okay, that makes sense then why I'm seeing some very old logs.

Let's try to do some general clean up. Then we'll do some other checks and updates as needed and see if we can get this working for you.

Please look at running Windows Disk Cleanup

Here is an article that describes how  to use it as well as other advice on clean up

https://support.microsoft.com/en-us/help/17421/windows-free-up-drive-space

Let me know if you have any questions

 

 

[Katieman]

OK. Will do. Thank you!

[AdvancedSetup]

You can ignore the advice about OneDrive and Windows Store Apps. The article is for Windows 8.1 but most applies to Windows 7 as well

 

[Katieman]

Windows ran Disk Clean and it deleted 100MB, not that much. I have admittedly avoided Windows updates as much as possible. A friend mentioned to install Service Pack 1 but I'm not sure.

[AdvancedSetup]

You might find this article a bit better for advice on Windows 7

https://www.howtogeek.com/266337/what-should-i-remove-in-disk-cleanup-on-windows/

 

 

[Katieman]

Disk cleanup has now deleted an additional 708MB. What would you suggest I do next? Thank you.

[AdvancedSetup]

Please do the following.

Locate the Webroot SecureAnywhere icon in your system tray.
Right-click on the system tray icon and then click on the Shutdown Protection option.
Follow the prompts to shut down Webroot protection.

 

Then run the following fix.

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

• Windows Temp
• Users Temp folders
• Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
• Recently opened files cache
• Flash Player cache
• Java cache
• Steam HTML cache
• Explorer thumbnail and icon cache
• BITS transfer queue (qmgr*.dat files)
• Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt
 

Thanks

 

[AdvancedSetup]

I have temporarily moved your topic to the Malware Removal forum as some logs are blocked from downloading in the other forum.

 

[Katieman]

Here is the log from FRST64.

Fixlog.txt

[AdvancedSetup]

The following was from the log

Windows Resource Protection found corrupt files and successfully repaired them.

Please go ahead and follow the advise from the following topic and see if you can update Windows to the latest.

 

How to obtain and install Windows 7 SP2
https://answers.microsoft.com/en-us/windows/forum/windows_7-update/how-to-obtain-and-install-windows-7-sp2/c2c7009f-3a10-4199-9c89-48e1e883051e

 

[Katieman]

OK. Will do. Thank you!

[AdvancedSetup]

Following up to see how things are going @Katieman

Please post a status update when you have a moment

Thanks

 

[Katieman]

Hi AdvancedSetup. All done. I downloaded and successfully installed Windows 7 Service Pack 1 and Service Pack 2.

I have not tried to reinstall Malwarebytes Privacy yet.

[Katieman]

Is there anything else I should do before reinstalling Malwarebytes Privacy again?

[AdvancedSetup]

If you go check for Windows Updates now via Control Panel are all Windows Updates now completed?

 

[Katieman]

Doing that right now!