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Poor customer service

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***This is an automated reply***


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:

  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.
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    • 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.
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Same as what Porthos said above   ^^^^

You mention "emails".   Do you mean you made a few separate emails to Support ?   More than one ?

or did you create a help ticket directly on the Support site ?

Keep in mind that the automated system makes a initial automated reply.   That the Support is quite likely busy with earlier cases.

You say you have the support tool.  Did you already do the Gather logs step?   if so, attach the ZIP file in your reply, and  give a brief but to the point description of the main issue.   But if it is on licensing, please stick with support.


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My computer crashed in June. The hard drive had to be erased and the software had to be re-installed.

The re-installation of malwarebytes did not work so I asked customer support for help.

Here are my emails with customer support:




From: Malwarebytes Support
Sent: July 2, 2020 7:45 PM

Subject: Malwarebytes Support Ticket 3084931


Add your reply above this line.

Your support ticket 3084931 has been updated. Please reply to this email to update the ticket with any questions or additional information.


Malwarebytes (Support)

Jul 2, 2020, 4:45 PM PDT


Thank you for submitting your troubleshooting logs.

This is an automated email just to let you know we are in the process of reviewing your information. A support agent will get back to you with an update. In the meantime, you may find an answer to your issue in our Malwarebytes Support site.




Russ (Support)

Jul 2, 2020, 3:44 PM PDT

I am transferring your case to our Technical Product Specialists. You will hear from them as soon as possible. I appreciate your patience.

To help us troubleshoot your issue, I need you to run our Malwarebytes Support Tool to gather some additional information from your computer. The Malwarebytes Support Tool automates the collection of troubleshooting information that helps us determine the cause of the issue you're experiencing.

Click here for instructions on how to upload logs to your ticket using the Malwarebytes Support Tool. When prompted enter your email address: and ticket number: 3084931.

Please reply to this email, if you encounter any issues running the Malwarebytes Support Tool.






Jul 2, 2020, 12:52 PM PDT


Sent: July 2, 2020 11:52 AM

Subject: URGENT Fw: Malwarebytes Support Ticket 3084931

Sent: June 30, 2020 3:48 PM

Subject: Fwd: Malwarebytes Support Ticket 3084931

Sent: Tuesday, June 30, 2020 10:19:25 AM

Subject: Re: Malwarebytes Support Ticket 3084931
Where do I find "uninstall executable"?

Sent: June 30, 2020 9:12 AM

Subject: Malwarebytes Support Ticket 3084931


Add your reply above this line.

Your support ticket 3084931 has been updated. Please reply to this email to update the ticket with any questions or additional information.


Michael (Support)

Jun 30, 2020, 6:12 AM PDT

Have you tried Locate uninstall executable, right-click it and choose Run as administratorfrom the menu?


If you have any additional questions, please do not hesitate to reply to this email.

Thank you for choosing f2fe0f4a99395cbcf78fdede865a8e7c52a587cb?url=http%3A%2F%2Fi.imgur.com%2FKy7CZ60.png Malwarebytesand have a great day!






Jun 27, 2020, 5:25 AM PDT

I thought that everything was OK but it is not working. 
I tried to delete it from Programs in the Control Panel but I get the message " You do not have sufficient access to remove Malwarebytes  version from the Programs and Features List".
How is this possible since I am theAdministrator?
What do I do?


Edited by AdvancedSetup
removed email addresses and names
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9 minutes ago, Jiddo said:

The re-installation of malwarebytes did not work

So where are we now with the computer and Malwarebytes.


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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There were replies by Support.  It's not like there were never any replies.  Then the last exchanges look to be dated July 2,  which then would have run into the  ( likely)  reduced staffing due to July 4 holiday.

You already have the Support tool on your machine.

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  • Root Admin

I have edited the reply to remove email addresses and personal names. Please do not post email addresses as those can be used to target spam or phishing directly so you @Jiddo

Please go ahead and post the requested logs here and we'll be more than happy to try and assist you

Thank you


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