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Problem removing Malwarebytes


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Hello, today I tried to run a scan on Malwarebytes to see if it catches any spyware or something, because my laptop has been acting weirdly for past 2 days ( mouse moving a bit by bit on it's own, programs opening on their own ). I have Kaspersky paid version, but it did not catch anything on the full scan which is why I tried running Malwarebytes, but instead of Malwarebytes starting running, it threw me an error "Couldn't connect to service". I tried various solutions including starting Malwarebytes service, but it did not work. So, I decided to remove it via "Apps & Features", but guess what? It opened its usual window when uninstalling and froze, then after a few seconds it threw up a notification that Malwarebytes has been removed from my laptop yet it's still there on my laptop and on "System & Features"! What the actual ****? Hence I tried manual uninstallation by deleting the folder just to see "The action can't be completed because the file or folder is open in another program." even though there are no files running in Task Manager or any its folder opened. I even tried to delete it in safe mode without any success. Do you know what's funny? I've successfully got rid of many viruses manually on my previous laptops and PCs in safe mode, so how comes I can't get rid of an antivirus? And here I came to a conclusion - it must be a Malwarebyte's service ( even though it should've worked in safe mode ), so I tried disabling it without success. It only gave me an "Access denied" message.

So, I'm out of ideas. Any help please? I'm highly aware that there's a spyware lurking in my laptop and Malwarebytes could've got rid of it ( as it did all previous times ), but there's no use of a program that doesn't start.

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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: 

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For any of these issues:

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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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1 hour ago, fljw said:

If i purchase Avast and Malwarebytes Premium won't they clash with each other?

If you get Avast as well, I would stick with Windows Defender.

I would 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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  • 2 weeks later...
  • Staff

Hello,

Thanks for reporting the issue.

We're interested in learning more about the initial issue you encountered with launching and subsequently uninstalling Malwarebytes. Whilst most logging from the installation will now be gone, there should still be some logs present that may help determined what happened.

If you're interested, please run the Malwarebytes Support Tool and gather logs:
https://support.malwarebytes.com/hc/en-us/articles/360039023453-Upload-Malwarebytes-Support-Tool-logs-offline

Thank you!

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