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Opening MBAM 4.1.2

Petebo
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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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  • Multiple Transactions
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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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Digerati

Digerati

Posted
Posted

Same problem here. System tray app is running. Right-click on system tray icon shows all 4 functions are "On". MBAMService is running. 

Select Open Malwarebytes (or Check for Updates) and mouse icon spins, goes away, then nothing - Malwarebytes does not open. Double-click System tray icon and same results, Malwarebytes does not open. Rebooting does not resolve problem. 

Same problem noted by at 3 other very experienced Malwarebytes users on another site. All using W10. Problems seen on PCs and laptops. 

@Petebo - I did not see this 30 days ago but I quickly add I rarely open Malwarebytes. So I may have just not noticed until today. 

 

 

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Maurice Naggar

Maurice Naggar

Posted
Posted

Hello.   Having the Support tool report from each is a necessity.

  • Download Malwarebytes Support Tool
  • 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.
  • Place a checkmark next to Accept License Agreement and click Next
  • Navigate to the Advanced tab
  • 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.
  • To provide logs for review click the Gather Logs button
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply.
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Maurice Naggar

Maurice Naggar

Posted
Posted

Petebo.   This system has Webroot SecureAnywhere +  also COMODO Cloud Antivirus  in addition to Malwarebytes for windows.

I suggest as a first step to uninstall one of the two antivirus.   If this were mine, I would likely uninstall the Comodo and then Restart Windows.

Next

For sure in ny event, to do a Windows Restart.  This system has many pending file rename operations that require a Restart.

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Maurice Naggar

Maurice Naggar

Posted
Posted (edited)

Petebo,

As I had noted, there were a bunch of "pending" file rename opartions that Windows needed to do thru a Restart .....that did involve Malwarebytes.

Glad to read that now you are able to start the progran manually.

Let me suggest just one tweak.    Seeing that the pc does have Webroot.

There is one setting in Malwarebytes that needs to be off.   The Premium ( or trial ) protections of Malwarebytes will still be on.

Start Malwarebytes. Click Settings ( gear ) icon. Next, lets make real sure that Malwarebytes does NOT register with Windows Security Center 

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".

{  OFF position is all the way to the left }.

Close Malwarebytes when done.

 

Edited by Maurice Naggar
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Porthos

Porthos

Posted
Posted
9 minutes ago, Petebo said:

OK did restart. It did open this time. Not sure why. Maybe it was the empty Comodo folder.

I suggest returning the update checks to the default hourly setting.

Quote

Check for Updates Every:                                           1440 Minutes

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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Digerati

Digerati

Posted
Posted

The Support Tool fixed mine too. And for the record, I don't have and never have had Webroot or Comodo on this system. 

And BTW, not happy with how that Support Tool provides no option to "Reboot Later". All you get is Reboot now. If you click the X to close that prompt box, the system reboots whether you have saved any open docs and "gracefully" exited any open programs, or not. :(  Fortunately, Word had saved a draft of the large document I was working on. And the new Edge restored all my open tabs.

And it gives no warning that all our user customizations will be reset back to the out-of-the-box defaults. For example, scheduled scan times, quarantine options, rootkit scan and more are all reset.  

It is not a "repair" tool as suggested - that is, it does not repair corrupt files or settings. It wipes everything out and starts over. And that's fine - if that information is provided to us up front. 

At least it saved my License ID and Key so it remembered I was a Premium license owner. 

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Porthos

Porthos

Posted
Posted (edited)
6 minutes ago, Digerati said:

And BTW, not happy with how that Support Tool provides no option to "Reboot Later".

Any tool like this should NOT be run without closing all programs first and be ready to restart.

6 minutes ago, Digerati said:

It is not a "repair" tool as suggested - that is, it does not repair corrupt files or settings. It wipes everything out and starts over. And that's fine - if that information is provided to us up front. 

There are 2 separate features of the tool. A repair and a clean install. The clean install does just that, wipes everything except the license.

Edited by Porthos
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Petebo

Petebo

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Posted

Porthos, I put in to allow the following in Webroot as you suggested:

  • C:\Program Files\Malwarebytes
  • C:\ProgramData\Malwarebytes
  • What happens is MBAM gets blocked from running remember doing this the last time this happened and had to take it out.
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Digerati

Digerati

Posted
Posted
8 minutes ago, Porthos said:

Any tool like this should NOT be run without closing all programs first and be ready to restart.

No way will I agree with that. Frankly, that's an old cop-out warning from decades ago. NOBODY closes all open programs before installing and uninstalling things anymore. Yet just about every program (except the Support Tool!) says too  - most people don't even know what programs are running with Windows. 

And regardless, if necessary, one should not assume all already know it will happen. 

That said, I was wrong above. The prompt to reboot does say to save all your work. My bad there. But there is no option to Reboot later. It is Ok or X and the X forces a reboot. I feel this warning should be posted right when starting the Support Tool - when they still have the option to exit the tool. 

14 minutes ago, Porthos said:

There are 2 separate features of the tool. A repair and a clean install. The clean install does just that, wipes everything except the license.

Ummm, no. I just ran it again and that is not the case.  I note only the Advanced option (which is NOT the default option) lets you choose between Repair and Clean. If you stick with the default, the Dashboard option, it only says, my bold underline added, "Click Continue to notify us of your issue and perform a repair of your Malwarebytes product". 

The tool worked and that's great. And I do appreciate that. But it need to be more informative. That's all I'm saying. 

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