Problem updating or opening Malwarebytes

[dagar74]

Computer was turned on this morning at about 6:45 am, about 15 minutes later I tried to make MBAMPRO check for updates from Taskbar twice with no response and then tried to Open Malwarebytes from Taskbar, also without response. Tried to run Support Tool 1.6.2.802 and got popup windows “Download list of clean files” and “Downloading FRST” which took at least 5 minutes to complete before the Support Tool interface opened, I selected “Advanced”, Gather Files and after about a minute the Support Tool interface turned off, without creating the mbst-grab-results zip folder. Google Chrome Browser now very slow to open websites even though OOKLA speed test verified 113.8Mbps normal internet speed. I downloaded a fresh copy of the Support Tool and started running it at 7:50 am (still collecting logs at 7:59), then started “Run FRST” at 8:01 am (still running FRST with spinning green arrows at 10:05 when I stopped the Support Tool).

 

I did note that Windows Security Desktop Icon was marked with a yellow Triangle, and it will not open still as of 9:56 am and MBAMPRO will also not open. Also, MBAMPRO was fully up to date as of the day before, including version 4.1.1.73 and Component package 1.0.990, plus Kaspersky Total Security was 20.0.14.1085 (K).

 

I restarted the computer, exited Kaspersky Total Security 2020 and again tried to open MBAMPRO from the Taskbar and Desktop Shortcut, but it did not open. I then ran the Support Tool Clean function, allowed reboot and allowed reinstall MBAMPRO. The reinstall completed successfully, reinstalling the license. Only complaint about that process is that it would be extremely helpful if it would also save the “Allow List” and reinstall it along with the license, as it took about ½ hour to redo the Allow List for Kaspersky, Word and Excel.

 

I reran the Support Tool to gather logs (completed in about 2 minutes), but it may not be helpful since MBAMPRO is now running properly. I will attach MBST file  “mbst-grab-results2” as well as a “mbst-grab-results1” zip files from 7/19/2020 when I also had a problem opening or updating MBAMPRO from the taskbar, which cleared up after about 5 minutes so I took no further action at that time, but saved the grab results just in case. The previous problem grab results is much larger than the current one so I hope it may shed some light on why this happened then and today.

 

My computer is functional at this point, but I would appreciate two things:

Consider forwarding my request that the Support Tool be improved to include saving/reinstalling the Allow List when doing the Clean and Reinstall.

Provide me a link to the latest guidance on Kaspersky Total Security 2020 items to be added to the Allow List.

Thank You

mbst-grab-results2.zip mbst-grab-results1.zip

[Malwarebytes]

***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:

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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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-The Malwarebytes Forum Team

[exile360]

Greetings,

I don't have a direct reference to exclusions for Kaspersky 2020, however excluding its program files folder and ProgramData folder should be sufficient as Malwarebytes exclusions are recursive.  The list of items to exclude in Kaspersky for Malwarebytes may be found in this support article.

I would note that a truly clean install has to leave nothing behind, so importing anything, including exclusions, wouldn't really be a good idea since a corrupt exclusions file could be the very cause of a potential issue and a clean removal is supposed to remove all traces of the software from the device.  That said, an optional backup feature is not a bad idea so that users might import their exclusions after a reinstall or clean install, so I will definitely pass on your feedback to the Product team.