Malwarebytes Service not starting

[ABCDEFG]

Greetings and TUIA for your advice and feedback.

WIN10 1909 not yet updated to 2004.  Installed Win updates KB4574727, KB4576484 and KB4576751 on 8-9 SEP.  Malwarebytes Service set to automatic, but remains at a "starting" status.  I try to stop then restart, but selecting stop says, "Unable to stop service.  Operation could not be completed.  Access is denied".  Yes, I have admin privileges.  Naturally, MWB software will not start.  Do I have any other options other than a force removal and install?  If so then how do I avoid a possible installation block by MWB for not uninstalling first? 

 

[Porthos]

3 hours ago, ABCDEFG said:

Do I have any other options other than a force removal and install?  If so then how do I avoid a possible installation block by MWB for not uninstalling first? 

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

[ABCDEFG]

Porthos,

Thank you for the instructions.  I ran the support tool twice, but it could not create the zipped file.  The second attempt was after a clean reboot without any other applications running.  I run AVG AV.  Is it possibly blocking the support tool?

 

[Porthos]

5 minutes ago, ABCDEFG said:

I run AVG AV.  Is it possibly blocking the support tool?

Most likely.

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

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

 

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).

 

Please also refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes AVG.

 

[exile360]

You could also try starting the system in Safe Mode as described here and try uninstalling Malwarebytes from there, though you might also need to disable AVG at least temporarily to get Malwarebytes reinstalled and running properly.

[ABCDEFG]

Porthos,

Thank you again for the instructions.  I added the MWB exclusions to AVG.  Unfortunately, I can neither add any exclusions to nor turn off Web Protection MWB since it will not start.  At my first opportunity, I will reboot the computer and see if the support tool creates the zip file.

 

Exile360,

Thank you for your feedback.  I prefer to fix MWB vice uninstall/reinstall.  I am concerned if force the uninstall then MWB will detect the reinstall as fraudulent and prevent activation.  Please let me know if I am overlooking something.  At this point, I think that an uninstall/reinstall will be the only option.

[Porthos]

2 hours ago, ABCDEFG said:

I am concerned if force the uninstall then MWB will detect the reinstall as fraudulent and prevent activation.

 

On 9/20/2020 at 6:52 AM, ABCDEFG said:

If so then how do I avoid a possible installation block by MWB for not uninstalling first? 

The support tool has a clean/reinstall function that will preserve your activation.

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.

[ABCDEFG]

Porthos,

Thank you again for the instructions.  I successfully ran the support tool on a like computer with the same software.  The only differences are 8G vic 16G memory (not an issue) and a functional MWB software.  At this point I believe that MWB is corrupted and prevents the support tool from completing.  Since you addressed my largest concern (maintaining my license), I am inclined to run the uninstall/reinstall using the MWB support tool.  Thank you for the guidance.  I will be patient.  It took the support tool 5+ minutes to fail.  I will post back the results soon. 

[ABCDEFG]

Porthos,

Wow, this just took an interesting turn.  After finishing work, I rebooted the computer and walked away.  This morning I logged into WIN10 and MWB was running and functional.  What changed?  As previously posted, I added the MWB exclusions to AVG.  Also, AVG updated and is awaiting a reboot.  I will provide an update after attempting the support tool log collection and rebooting. 

[ABCDEFG]

Just when you thought that you saw it all, it gets better!  Although the support tool successfully ran on a like computer system, MWB now fails to start with Malwarebytes Service "suspended".  I reran the support tool and the log file is attached.   Hopefully it will provide some insights.  TUIA for any feedback provided.

mbst-grab-results.zip

[Porthos]

According to your logs, you skipped a step in my suggestions.

On 9/20/2020 at 5:38 PM, Porthos said:

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

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

I also suggest at this time that you uninstall AVG based on the following information and restart the computer.

On 9/20/2020 at 5:38 PM, Porthos said:

Please also refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes AVG.

After the above, you logs do not show that you followed the clean install instructions I posted.

21 hours ago, Porthos said:

The support tool has a clean/reinstall function that will preserve your activation.

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.

 

[ABCDEFG]

Porthos,

Sorry for any confusion, but those logs are NOT from the computer that you asked for those actions to be performed.  The logs are from another "like computer" that is now exhibiting the same problem, i.e. the MalwareBytes service being suspended.  However, for that "like computer" the support tool did complete and provide logs that I attached to my last response.  I was hoping that the logs would indicate the root cause of what is happening before eliminating any evidence of the problem.  I always prefer root cause (or best estimate) in lieu of triage.  That's okay.  You have provided enough of your time and appreciate the insights.

[Porthos]

24 minutes ago, ABCDEFG said:

I always prefer root cause (or best estimate) in lieu of triage.  That's okay.  You have provided enough of your time and appreciate the insights.

Issues,

AVG incompatibility, Fast start, MB out of date. Now that you have possible causes now please follow the posted instructions on both computers.

[ABCDEFG]

For those playing along at home... - hat tip to EEVLog Dave.

Computer 1 & 2 appear to have cooperative MWB and AVG applications.  Fastboot turned off...WIN10 default of ON is a short sighted decision.  AVG and MWB both have exclusion/allow lists for each other.  Both applications are updated.  Am pausing here to observe behavior.

Although I have run MWB and AVG for the last 10 years, I suspect that they are now colliding as both applications grew in scope and are likely conflicting with each other.

Will update my post if something interesting happens.

[Porthos]

38 minutes ago, ABCDEFG said:

Both applications are updated.

At the time of the posted log, Malwarebytes is out of date version wise.

Quote

Malwarebytes Version Information
==================================
Controllers Version:     1.0.1036
Database Version:        2020.09.13.15
Update Pkg Version:      1.0.29781
Installer Version:       4.2.0

 

[ABCDEFG]

4 minutes ago, Porthos said:

At the time of the posted log, Malwarebytes is out of date version wise.

 

and why I subsequently posted that I had updated them!  🤔

[Porthos]

Just now, ABCDEFG said:

and why I subsequently posted that I had updated them! 

How about a new set of logs so I see the status of your computer please.

[ABCDEFG]

Thank you for your kind offer, but I am pausing here to observe behavior.   Will update my post if something interesting happens.  Maybe I will post logs then. 

[ABCDEFG]

On one of the two computers under observation, MWB failed to start after a few reboots.  After turning off the AVG behavior shield, MWB would start.  MWB was added to the allowed app list in AVG.  MWB and AVG are currently co-existing.  Will update my post if something interesting happens. 

[exile360]

Thanks for the update, I'll be sure to make a note of the behavior shield issue in case they want to update the KB article on the subject.

Please let us know if there is anything else we might help with.