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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:

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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:

  • 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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9 minutes ago, CheeseGrater said:

Every time I go to install malwarebytes, it gives me the following error message.

  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

 

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I do have NordVPN but I don't have it enabled. The installation went through, and it's on my desktop now, but every time I go to click on it to try and open it, it doesn't open. I see it in the hidden icons menu and I can right click on it to try and open it, but it doesn't open up. Not sure what to do now.

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2 minutes ago, CheeseGrater said:

and it's on my desktop now, but every time I go to click on it to try and open it, it doesn't open. I see it in the hidden icons menu and I can right click on it to try and open it, but it doesn't open up. Not sure what to do now.

Restart the computer. Give it a few minutes to fully start before you try to open MB.

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3 minutes ago, CheeseGrater said:

No, it still won't open.

Run the offline installer again over what is installed but do not try to open MB. Let interface open on its own after install.

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Greetings,

Please start your system in Safe Mode with Networking, uninstall Malwarebytes, then restart your system and allow it to start normally.  Once that is done, try to do a clean install so that all remnants of the program are removed:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

Once the latest version is installed again, don't try to open the UI yet.  Instead, restart your system one more time, then see if you are able to open Malwarebytes.

Please let us know if this helps or not.

Thanks

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OK, it sounds like in your case it has a different cause then.  Please follow the instructions in this topic then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats, and they are able to use more advanced diagnostics and repairs than are allowed in this area of the forums, so hopefully they will be able to find whatever the cause of the issue is in your case and get it fixed for you.  The cause is likely not an infection, however whatever the cause might be, they should be able to help.

Thanks

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