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PC won't boot into OS after updating program


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I was using the 20H2 version of Windows 10 when a pop-up on the desktop asked me to update Malwarebytes (I've scanned prior to that, so it isn't a malware).

After updating and restarting, my PC couldn't boot into Windows. I can't get to the BIOS or Recovery Mode because my keyboard only starts working way before the POST.

Also, there is no video output on VGA and a black screen on DVI-D.

 

System information:

  • CPU: Intel Core i5 2400
  • GPU: Asus Geforce GTX 1050 TI
  • Memory: 8GB DDR3 1333MHz⁽¹⁾
  • Motherboard: iSync CYBH61 LGA1155
  • OS: Windows 10 Pro 20H2
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***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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Greetings,

Please try to start the system in Safe Mode using the method described under the From a black or blank screen section of this Microsoft support article to try and start the system.  If it works, uninstall Malwarebytes once in Safe Mode then restart and let your system start normally and if the cause of the issue was Malwarebytes the system should be able to start.

Please let us know how it goes.

Thanks

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Hello @stacklysm   I regret your trouble.   Here is hopefully some added tips.  First just make sure that no printer or fax machine, or copier, or other attached peripheral machine is connected to this computer.  If it is a laptop or notebook, be sure it is connected by cord to a power source.  ( i.e. do not rely on battery only ).

If you power off the whole computer, wait about 30 seconds to 1 minute, and power back ON  & let it try to load Windows   ....if it should fail, keep on repeating these ON - Off steps.  After a handful of failures, you should see a actual option to do a recovery.

2nd suggestion:  If you have access to another working PC and can do a download and you have a flash-thumb-drive of at least 8 GB   ....then...

you can make a bootable USB  that can later be used to get to a Recovery Environment.

See  about making a "Media Creation Tool"  USB    / get a save the tool from Microsoft

Get t from this link  https://go.microsoft.com/fwlink/?LinkId=691209

Once you have that, you will use it to create the bootable USB

More detail info about creating that USB   https://www.tenforums.com/tutorials/2376-create-bootable-usb-flash-drive-install-windows-10-a.html

.

Let me know once that has been created.  The tool is not intended to install or update Windows.  BUT rather to make use of Advanced options to see about getting To SAFE mode or else to a Command prompt  ( a.k.a. Windows Recovery environment ).

 

 

Edited by AdvancedSetup
corrected font issue
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No problem! After all, many people had similar issues while using the newest version of Windows, I think it's up to Microsoft to fix their system.

As of the computer, I ended up changing the motherboard since none of the devices worked after forcing a reboot so many times.

I'd like to thank everyone here for the quick responses, I'm sure that if my MOBO wasn't messed up I'd be able to follow these steps.

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How is the situation after you installed the new systemboard hardware ?   Are you able to get Windows started normally ?

If you have Windows working in normal mode,  take a few minutes to make a Recovery disc/USB

"How to Create a Bootable USB Recovery Drive in Windows 10"
https://www.tenforums.com/tutorials/4200-create-recovery-drive-windows-10-a.html


"How to EBABLE  F8 function key for Advanced startup options"
https://www.tenforums.com/tutorials/22455-enable-disable-f8-advanced-boot-options-windows-10-a.html

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