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Hello:

 

I am trying to install malwarebytes on a windows pro 8.1 computer. I keep getting the message that an error has occurred and malwarebytes will not install. I have downloaded and attempted to use the support tool, however, the issue still persists, I cannot uninstall malwarebtyes because it never installs so there is nothing to uninstall,  please advise on how to fix this problem, thanks

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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, aestone said:

an error occurred and it was not installed, what next

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

 

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2 minutes ago, aestone said:

No, it did not work, in addition, when it reboots after trying to install, it reboots two or three times before I can log on 

There is something else going on. I suggest the following.

They can analyze your system for you and guide you in removing any threats that might be present as well as help to troubleshoot the issues you're experiencing.  To work with them, simply read and follow the instructions in this topic, skipping any steps you are unable to complete, then creating a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you as soon as one is available.

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2 minutes ago, aestone said:

Here they go

 

45 minutes ago, Porthos said:

, then creating a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you as soon as one is available.

You need to follow the instructions and create the new topic in the section I linked and attach those logs there.

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4 hours ago, Porthos said:

It is hard to say why it failed without logs.

Are you now updated or do you need assistance?

Of course I need assistance.

Can't someone there try to install the update.

Hard to believe I am the only one who can't install it on all of his/her computers.

 

 

nakware.jpg

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I assume everyone here has the update already; I know I do, and I've seen multiple staff members, volunteers and forum regulars stating the same, and of course it's been tested numerous times by QA and other staff.  Whatever the issue is, it seems only certain devices are affected, though I do not know the cause yet.

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2 hours ago, jadinolf said:

Of course I need assistance.

First do a restart. Then,

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 Let me know if that clears up the issue or not.

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