Malwarebytes won't start after Windows update.

[PaulL]

After updating windows to version 2004, 19041.388 last week Malwarebytes refused to start and does not appear in Task Manager. Using the task bar icon I deactivated real time protection. MBAM still refuses to start. I activated Windows real time security. I was doing manual daily scans for malware using MBAM. From an email from you dated 9/25/2018 my customer id is [removed] and my software key is [removed]. The license is a professional level perpetual license from many years ago.

I downloaded your support tool version 1.7.0.827 and it ran for over a half hour and did nothing.

Paul.

 

Edited August 16, 2020 by AdvancedSetup
removed personal information

[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:

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:

• 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

[Porthos]

Restart the computer then do the following

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.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    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.

 

Edited August 16, 2020 by AdvancedSetup
removed quote

[PaulL]

Before your reply above I had downloaded and run the support tool. It ran for over 90 minutes and reported that the repair failed.

I then checked for the presence of the MBAM program and found the directory empty. I downloaded your general setup file and ran it.

It installed MBAM, I ran it and entered my ID and KEY, checked that it had found my account, and ran a scan which found no problems. I then restarted MBAM, it offered to install a browser addin for Mozilla, I accepted the addin and ran a second scan which competed with no crap found.

I think it is fixed.

[Porthos]

4 minutes ago, PaulL said:

Before your reply above I had downloaded and run the support tool. It ran for over 90 minutes and reported that the repair failed.

I read that that is why I asked for a restart. Then I wanted you Gather logs for us. I would still like you to do that so we can make sure every thing is good like it seems.

[AdvancedSetup]

I have removed your license information from these topic posts. Hopefully no one has stolen your license. In the future please remember you should never post personal information on a public forum as someone will steal and abuse it.

Thank you @PaulL