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Malwarebytes not starting up properly


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Something is impacting my Malwarebytes install.  First, I'm getting event log errors.

 

EVENT 16, SecurityCentre
Error while updating Malwarebytes status to SECURITY_PRODUCT_STATE_ON.

&

EVENT 1000, Application Error
Faulting application name: mbamtray.exe, version: 4.0.0.882, time stamp: 0x5ff8af93
Faulting module name: Qt5Core.dll, version: 5.14.1.0, time stamp: 0x5f84e8d4
Exception code: 0xc0000005
Fault offset: 0x0000000000219dc5
Faulting process id: 0x1e38
Faulting application start time: 0x01d6f4220a084799
Faulting application path: C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
Faulting module path: C:\Program Files\Malwarebytes\Anti-Malware\Qt5Core.dll
Report Id: 8386701c-c5db-4038-90c8-36add6bbb06a
Faulting package full name: 
Faulting package-relative application ID: 

 

I've attached my mbst-grab results zip file.

mbst-grab-results.zip

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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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Lets do the following. It will remove your exclusions do I copied them for you and pasted them for your reference.

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.

 

Quote

Exclusion Info:
==================================
Malware Exclusions:
F:\SteamLibrary                                                                                         [folder]
C:\Program Files (x86)\Steam                                                                            [folder]
E:\SteamLibrary                                                                                         [folder]
E:\Hitech Creations                                                                                     [folder]
C:\Program Files\Rockstar Games                                                                         [folder]
H:\SteamLibrary                                                                                         [folder]
C:\Program Files (x86)\Origin Games                                                                     [folder]

Ransomware Exclusions:
F:\SteamLibrary                                                                                         [folder]
C:\Program Files (x86)\Steam                                                                            [folder]
E:\SteamLibrary                                                                                         [folder]
E:\Hitech Creations                                                                                     [folder]
C:\Program Files\Rockstar Games                                                                         [folder]
H:\SteamLibrary                                                                                         [folder]
C:\Program Files (x86)\Origin Games                                                                     [folder]

 

 

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