Jump to content

MB 4.1.2 failing to open in Windows 10/2004

Recommended Posts

This incident started with Malwarebytes 4.1.2 application being unresponsive in Windows (Win 10/2004 64bit) when launched from the desktop icon. The following messages started appearing in Event Viewer

Malwarebytyes refuses to open-capture.png

I originally posted an incident at https://www.tenforums.com/antivirus-firewalls-system-security/162162-malwarebytyes-refuses-open.html#post1989249 and have since used the Repair Tool to reinstall MB which is now open and scanning. But why was the product unresponsive in the first case?

This is not the first time this has happened and normally a reboot cures the issue. But in this instance that was not the case. I attach the Repair Tool's logs for your perusal and would very much like to know the cause of the original problem in order to avoid a recurrence.

By the way, the Repair Tool did not re-install MB upon reboot. 


Martin O'Shea.mbst-grab-results.zip

Link to post
Share on other sites

  • Staff

***This is an automated reply***


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:

  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.













If you are having licensing issues, please do the following: 


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

Link to post
Share on other sites

2 minutes ago, MartinOShea said:

The logs from the Repair Tool are here: 

mbst-grab-results.zip 5.26 MB · 0 downloads

I suggest turning off fast startup in Windows. Then restart.


Fast start can cause issues like this not just with Malwarebytes but other programs as well.

Link to post
Share on other sites


The support tool failed to run FRST correctly.

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

Link to post
Share on other sites

16 minutes ago, MartinOShea said:

in order to avoid a recurrence.


2 minutes ago, MartinOShea said:

I have had no issues with programs to date on the PC concerned but if the problem persists I will do this.

Doing this is to avoid a future issue with Malwarebytes.

Edited by Porthos
Link to post
Share on other sites

There was a past known issue with Malwarebytes' UI failing to open after a program update/upgrade which affected several past versions/releases, however it should be fixed in the latest release, so if you or anyone is still impacted by this problem, the following instructions should correct it permanently as long as you get the latest version installed:

  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

I hope this helps.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.