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Unable to open Malwarebytes

alastor124
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Malwarebytes

Malwarebytes

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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:

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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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Porthos

Porthos

Posted
Posted
2 minutes ago, alastor124 said:

I am unable to open Malwarebytes today.

I suggest turning off fast startup in Windows. Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

If Malwarebytes does not open after that, At least add the exclusions to avast from the instructions below and restart again and report back.

I would  also recommend creating exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues.  Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to show hidden files and folders to see it).

 

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alastor124

alastor124

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Posted

Hi Porthos,

I have used the clear Avast tool in safe mode and restarted.

After restarting from safe mode, Malwarebytes still will not run.

I ran the repair tool again with no results.
Please see the event viewer log for whenever I try to run Malwarebytes.
For some reason, Windows is telling me that Malwarebytes is turned on when I can not access the program.

Please advise.

Thank You,
alastor124

Capture Repair.JPG

Capture event viewer.JPG

Capture Windows.JPG

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  • 3 weeks later...
alastor124

alastor124

Posted
  • Author
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Hi,

For some reason, Malwarebytes is not opening again. I was noticing this earlier this week and reinstalled 2 times in the last 3 days. Once reinstalled, Malwarebytes would open and work until the next restart. Today, reinstalling using the support tool did not lead Malwarebytes working.

I have attached the logs gathered from the support tool.

Thank You,
alastor124

mbst-grab-results.zip

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Maurice Naggar

Maurice Naggar

Posted
Posted

@alastor124    Hi.   Sorry to see, but the program is crashing.    Please hold on till I can map out a corrective action for you on this.

Error: (08/04/2020 12:55:50 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: mbam.exe, version: 4.0.0.753, time stamp: 0x5f107449
Faulting module name: Qt5Core.dll, version: 5.14.1.0, time stamp: 0x5e8272e4
Exception code: 0xc0000005
Fault offset: 0x0000000000232e97
Faulting process id: 0x1628
Faulting application start time: 0x01d66a994044d1ec
Faulting application path: C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
Faulting module path: C:\Program Files\Malwarebytes\Anti-Malware\Qt5Core.dll
Report Id: 7b36faa9-8a7c-4af1-adbf-6055349b5ff6
Faulting package full name:
Faulting package-relative application ID:

Error: (08/04/2020 12:51:55 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: mbam.exe, version: 4.0.0.753, time stamp: 0x5f107449
Faulting module name: Qt5Core.dll, version: 5.14.1.0, time stamp: 0x5e8272e4
Exception code: 0xc0000005
Fault offset: 0x0000000000232e97
Faulting process id: 0x1a98
Faulting application start time: 0x01d66a98b43b5d56
Faulting application path: C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
Faulting module path: C:\Program Files\Malwarebytes\Anti-Malware\Qt5Core.dll
Report Id: d9520236-6ea5-4b7f-a1ce-2902d3f05cac
Faulting package full name:
Faulting package-relative application ID:

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Porthos

Porthos

Posted
Posted
40 minutes ago, alastor124 said:

I have attached the logs gathered from the support tool.

In addition to what Maurice instructs,

I would  also recommend creating exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues.  Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to show hidden files and folders to see it).

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Maurice Naggar

Maurice Naggar

Posted
Posted

As we go along,  be sure you use the most recent support tool  version which is   1.7.0.827

Not any earlier one.

 

This topic-thread started some 3 weeks ago  ( I think).  and you did say you

Quote

reinstalled 2 times in the last 3 days.

Let's perform a clean removal of any traces remaining of Malwarebytes for Windows.   You will use the Support tool which you saved from before.
 
Malwarebytes Support Tool (MBST) Clean Reinstall

  •     Open your Downloads folder.     Find the support tool version  1.7.0.827

Right-click mb-support-1.7.0.827 & 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.      ( if it gets that far .   It may just say no installation found.    )
  •     After the reboot, please wait for the program to reopen.
  •     You will be presented with the option to install Malwarebytes for Windows. Click NO

Close the tool at that point.

.

the Malwarebytes installer is at this link
 
https://downloads.malwarebytes.com/file/mb4_offline

 
 
download and save the setup file . It will automatically download. Just SAVE first.
 
1. RIGHT-click mb4-setup-consumer- 4.1.2.175-1.0.990-1.0.nnnnn   .exe & select “Run as Administrator”   to start the Malwarebytes for Windows setup.
2. Follow the installation instructions to complete setup.
 
Watch all of the process. Have lots of patience.

Next things to do in the program:
In Malwarebytes, click Settings icon, on the GENERAL tab scroll down to &
click on the button "Check for Updates".

Next
Click the Security Tab. Scroll down to
"Windows Security Center"
Click the selection to the left  for the line "Always register Malwarebytes in the Windows Security Center".    to have it set to OFF
[ the OFF position is all the way to the left }


Keep me advised on all this.

NOTE:   In case some issue happens,  instead of uninstalling the program, one can Exit out of the program, or selectively turn off one or another of the real-time protections of the program.    By using the blue-icon for MB4 on the system Notification area.   Please bookmark / see this article

https://support.malwarebytes.com/hc/en-us/articles/360038524254-Quit-Malwarebytes-for-Windows-Premium-services

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Maurice Naggar

Maurice Naggar

Posted
Posted

@alastor124    Good to read your Malwarebytes setup is in good shape.  

Is Avast antivirus currently installed on this machine ?  or not ?

IF your machine  has Avast antivirus,  I would remind you of what Porthos mentioned earlier about setting Malwarebytes into the Trust settings  ( sometimes called exclusions) in the Avast settings.

His note  https://forums.malwarebytes.com/topic/261859-unable-to-open-malwarebytes/?do=findComment&comment=1394965

 

Wanting to point to this link at Avast Support     https://support.avast.com/en-ww/article/Antivirus-scan-exclusions

If your pc does not have Avast,  but rather has the Microsoft Defender Antivirus that will be even better.

If you need other help or have other question, be sure to let us know.

Cheers.

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