CLEAN uninstall option in Support Tool is taking a long time

[jayboo33]

My husband's computer (Windows 1909) has been having issues and MalwareBytes does not run, so I downloaded the Support Tool to try to uninstall/reinstall the program.  Now the problem is that the CLEAN program has been running for at least 90 minutes with no perceivable progress.  Any ideas how I can get it to uninstall MalwareBytes?  

[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.

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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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

[Porthos]

1 minute ago, jayboo33 said:

Any ideas how I can get it to uninstall MalwareBytes?  

Close it if possible and restart the computer. Then run it again do not do anything else at the same time.

Be sure you have the current Support tool. mb-support-1.7.0.827

    Download Malwarebytes Support Tool

 

[jayboo33]

This time when I tried to start MalwareBytes, the whole computer shut down.  I am rebooting it now and will try again. 

[jayboo33]

miraculously, I was able to uninstall MalwareBytes, but when I download the program to reinstall, as soon as the .exe pops up, the system crashes.  Any clues?  😕

 

[Porthos]

33 minutes ago, jayboo33 said:

Any clues? 

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.

 
    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.

[AdvancedSetup]

You can run the following then if the MBST tool is not working well to gather logs.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press the Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

[jayboo33]

Thanks for all your suggestions!   In the end, it turned out to be a bigger problem, and we ended up reinstalling Windows 10 (and then reinstalling MalwareBytes).  No problems now.  

 

[Porthos]

6 minutes ago, jayboo33 said:

Thanks for all your suggestions!   In the end, it turned out to be a bigger problem, and we ended up reinstalling Windows 10 (and then reinstalling MalwareBytes).  No problems now.  

 

Thanks for the update. What was the bigger problem if you don't mind?

[jayboo33]

well, we really don't know what caused the problem, but other programs were being affected, and none of the less extreme solutions would work (computer would crash in the middle etc).  So in the end, we bit the bullet and did a Clean Install of Windows 10.  Thanks again for your help!

[Porthos]

Just now, jayboo33 said:

So in the end, we bit the bullet and did a Clean Install of Windows 10.

Some time that is what it takes. Now that it is clean and working I would start making image backups to an external drive with something like Macrium reflect free.