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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.
    • 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.

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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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53 minutes ago, kola1 said:

I was wondering the same. I've never seen that option before. Must be new.

It is new and off by default for now by design. Its algorithms is  to detect non standard files.  The  FP's  when being enabled are being worked on.

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AI needs training, so if anyone is interested in helping to make the feature better, please enable the setting and perform a scan and if you find any detections from it, please report them to the Reseearch team by posting in the File False Positives area which you may do by clicking here.  Provide a copy of the scan log showing the detections which may be done using the information found in this support article along with a copy of the file attached to your post which should be zipped by copying the file to a common location where you have write access such as your desktop, downloads folder or documents, then right-click the file and hover over Send to and select Compressed (zipped) folder then attach the resulting ZIP file.

If a staff member has any instructions on how to test and how to report FPs, I concede to their knowledge.

Thanks

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4 hours ago, Porthos said:

Do not take any actions on the items it finds just in case.

Agreed; it would be a good idea to post any detections for review by the Researchers/staff, though I think I'll ask if there is anywhere specific they'd like it reported since we don't want to bog down Research either (and in fact, they likely have it off for now to avoid a large number of FP reports while they continue to tune it).

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