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Malwarebytes installation failed


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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:

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  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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2 minutes ago, MuffinTime said:

I'm trying to install Malwarebytes but The installation failed. Please restart your system and try running the installer again. I am getting an error please help.

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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3 minutes ago, MuffinTime said:

no, same mistake again

Then we need the correct log.

  • 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, Porthos said:

Then we need the correct log.

  • 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

i am not english i am turkish so you may not understand logs

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Just now, MuffinTime said:

i am not english i am turkish so you may not understand logs

We will figure it out, Please attach the zip file that is created after running the support tool.

 
Bunu çözeceğiz, Lütfen destek aracını çalıştırdıktan sonra oluşturulan zip dosyasını ekleyin.
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Just now, Porthos said:

We will figure it out, Please attach the zip file that is created after running the support tool.

 

Bunu çözeceğiz, Lütfen destek aracını çalıştırdıktan sonra oluşturulan zip dosyasını ekleyin.

but zip is not created (Can you understand if I write in Turkish?)

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  • Root Admin

Hello @MuffinTime

The current logs show both Comdo and Kaspersky are installed or at least hvae not been fully uninstalled.

If those programs are removed please get me new FRST logs that show that, the current ones do not.

 

You can use the KAV Removal Tool to help you fully remove Kaspersky
https://support.kaspersky.com/common/uninstall/1464
https://media.kaspersky.com/utilities/ConsumerUtilities/kavremvr.exe

 

 

 

AV: COMODO Antivirus (Disabled - Up to date) {05BC7AB5-FF0E-71EC-1054-15DA19B62DC7}
AV: Kaspersky Security Cloud (Enabled - Up to date) {4F76F112-43EB-40E8-11D8-F7BD1853EA23}
FW: Kaspersky Security Cloud (Enabled) {774D7037-0984-41B0-3A87-5E88E680AD58}

Kaspersky Security Cloud (HKLM-x32\...\{63129F5E-8EC5-41BA-A4CF-47966CE84953}) (Version: 21.2.16.590 - Kaspersky) Hidden
Kaspersky Security Cloud (HKLM-x32\...\InstallWIX_{63129F5E-8EC5-41BA-A4CF-47966CE84953}) (Version: 21.2.16.590 - Kaspersky)
Kaspersky VPN (HKLM-x32\...\{221FA56C-0A92-4E58-98FD-CAF82237540C}) (Version: 21.2.16.590 - Kaspersky) Hidden
Kaspersky VPN (HKLM-x32\...\InstallWIX_{221FA56C-0A92-4E58-98FD-CAF82237540C}) (Version: 21.2.16.590 - Kaspersky)

(Kaspersky Lab JSC -> AO Kaspersky Lab) C:\Program Files (x86)\Kaspersky Lab\Kaspersky Security Cloud 21.2\avp.exe
(Kaspersky Lab JSC -> AO Kaspersky Lab) C:\Program Files (x86)\Kaspersky Lab\Kaspersky Security Cloud 21.2\avpui.exe
(Kaspersky Lab JSC -> AO Kaspersky Lab) C:\Program Files (x86)\Kaspersky Lab\Kaspersky VPN 5.2\ksde.exe
(Kaspersky Lab JSC -> AO Kaspersky Lab) C:\Program Files (x86)\Kaspersky Lab\Kaspersky VPN 5.2\ksdeui.exe

 

 

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