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Malwarebytes main applicaiton won't open


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I use Malwarebytes premium, and it claims it's running since it says real time protection is on, however when I do "Open Malwarebytes" it refuses to show it, however the application itself is running and clearly working in real time protection, I am too afraid to reinstall it since I may lose access to the premium subscription by reinstalling, so i'm not sure what to do in this scenario

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  • Staff

***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: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • 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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Greetings,

If you use the Malwarebytes Support Tool to reinstall you should not lose your license.  Additionally, you should sign up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you purchased your license.  Instructions on doing so may be found in this support article.  Once you have done so, if you do not see your license listed, please refer to the instructions in this support article.

Once that is done, you can access your license at any time by signing in.  You will be able to deactivate it for reinstalling to ensure that there are no problems getting your protection active again.

Now, as for the issue you are experiencing, please try the following:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Please be patient while the tool runs, it can sometimes take several minutes to complete
  4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process

Please let us know how it goes and if the issue is resolved or not.

Thanks

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13 minutes ago, exile360 said:

Greetings,

If you use the Malwarebytes Support Tool to reinstall you should not lose your license.  Additionally, you should sign up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you purchased your license.  Instructions on doing so may be found in this support article.  Once you have done so, if you do not see your license listed, please refer to the instructions in this support article.

Once that is done, you can access your license at any time by signing in.  You will be able to deactivate it for reinstalling to ensure that there are no problems getting your protection active again.

Now, as for the issue you are experiencing, please try the following:

 

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Please be patient while the tool runs, it can sometimes take several minutes to complete
  4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process

 

Please let us know how it goes and if the issue is resolved or not.

Thanks

Hello,  what you told me worked exactly as it did, I still have the premium and it seems that the application finally  opened, i'm glad it worked well and that it fixed, though do you have any idea of what may of caused this to happen suddenly?

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I've experienced this issue many times.  It was a bug in some recent versions of Malwarebytes, however it has been fixed in one of the latest releases so now that you have done the repair install, you should have the latest version so you should not see this issue again.

The cause of the issue, at least as I understand it, was that if you just installed Malwarebytes or just upgraded to a new version, and try to open the UI without first restarting the system, or at least restarting Malwarebytes, it causes the UI to fail to open from that point on.

Edited by exile360
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15 minutes ago, exile360 said:

I've experienced this issue many times.  It was a bug in some recent versions of Malwarebytes, however it has been fixed in one of the latest releases so now that you have done the repair install, you should have the latest version so you should not see this issue again.

The cause of the issue, at least as I understand it, was that if you just installed Malwarebytes or just upgraded to a new version, and try to open the UI without first restarting the system, or at least restarting Malwarebytes, it causes the UI to fail to open from that point on.

I wish I would have known this last week.

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