Malwarebytes cannot be installed under Windows 10 after many restarts

[discover]

I want to install Malwarebytes (version for private purpose) on my Windows 10 Home PC.

I can click through the installation programm and finally I get a pop-up message saying that a Windows restart is needed,
aksing me when the restart shall take place (now, in one hour, 2 hours etc.)

I choose now.

Then, Windows is rebooting
- even more than once (two, three times).

And finally I get a message that Malwarebytes could not be installed.

- What can be done?

Background: my online banking app does not work anymore and I got advised by the technical support of the bankt that I should install Malwarebytes.

[Malwarebytes]

***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:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• 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

[discover]

I have downloaded

mb-support-1.8.3.885.exe

which tried to re-install as well.

The above-mentioned situation appeared again.

And finally the MB Support program tells me that MB cannot be found on my computer.
- Which I already new before...

So I am a "deadlock".

What can be done?
 

[Porthos]

14 minutes ago, discover said:

What can be done?

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

[AdvancedSetup]

Hello @discover

If our Tool is unable to run or collect the logs then please run the following for us and we'll be happy to assist.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press the Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

[discover]

10 hours ago, AdvancedSetup said:

Hello @discover

If our Tool is unable to run or collect the logs then please run the following for us and we'll be happy to assist.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press the Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

Thank you!

Here you are:
- FRST.txt
- Addition.txt

FRST.txt Addition.txt

[AdvancedSetup]

The logs show the following

Wiederherstellungspunkte konnten nicht aufgelistet werden
Überprüfen Sie den "winmgmt" Dienst oder reparieren Sie den WMI.

Recovery points could not be listed
Check the "winmgmt" service or repair the WMI.

 

Please go ahead and download our Support Tool and

Download and run the Malwarebytes Support Tool

Then click on Advanced on the left panel and place a check mark on all items under Repair System, then click the Repair System button on the bottom and let it work on repairing
Once done it should restart the computer.

 

After the restart run the MBST tool again and this time click on the CLEAN button and let it remove and reinstall

Let me know if that corrects the issue or not

 

[discover]

Thanks; this has worked out. 😀

Finally, MB found the

Amazon1ButtonApp

- Can the Amazon1ButtonApp prevent MB from beeing installed?

[AdvancedSetup]

I've not seen or heard of it myself but there thousands and thousands of different malware out there. Here on the forums I've only seen a few items that stop the installation. In your case WMI (Windows Management Instrumentation) which is very important for Windows to work properly was broken.

Very glad to hear that all is working well now.

Let's go ahead then and do a more in-depth scan to make sure all is okay on your system now.

 

 

 

STEP 01

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

• Double-click to run the program
• Accept the End User License Agreement.
• Wait until the database is updated.
• Click Scan Now.
• When finished, if items are found please click Quarantine.
• Your PC should reboot now if any items were found.
• After reboot, a log file will be opened. Attach or copy its content into your next reply.

RESTART THE COMPUTER Before running Step 2

STEP 02
Please download the Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens, click Yes to disclaimer.
• Press the Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here each time
• Please attach the Additions.txt log to your reply as well.
• In your next reply, you should be attaching frst.txt and additions.txt to your post, every time.

 

Thanks

[discover]

11 hours ago, AdvancedSetup said:

Let's go ahead then and do a more in-depth scan to make sure all is okay on your system now.

Thank you.

AdwCleaner  got rid of more:

 

Here are the log files:

 

FRST.txt Addition.txt

[AdvancedSetup]

Do you actually use this program? This is now a 12 year old program that was never written for Windows 10

HKU\S-1-5-21-233214688-631316406-3740273925-1001\...\Run: [TrayBackup] => C:\Program Files (x86)\TrayBackup\traybackup.exe [354304 2009-01-12] ((C) Michael Schiel) [Datei ist nicht signiert]

 

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

• Windows Temp
• Users Temp folders
• Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
• Recently opened files cache
• Flash Player cache
• Java cache
• Steam HTML cache
• Explorer thumbnail and icon cache
• BITS transfer queue (qmgr*.dat files)
• Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

[discover]

Thanks for your detailed instructions 👍

- done!

[discover]

I have successfully installed  Malwarebytes under my Windows 10 Home (64 Bit) PC.

WMI Provider Host is consuming 50 - 80 % of CPU
and inhibits me from working as usal with my PC:

 

 

This CPU usage is permanent, regardless of:

- what I am doing with my PC
- many newstarts
- how long the PC is running (not just a start-up CPU consumption).

I cannot stop WMI Provider Host ( WMIPRVSE.EX WMI ) permanently as it is linked to (working in order of) Malwarebytes.
And if stop WMI Provider Host (end task) I starts right away again.

What can I do to get my CPU performance back?

[AdvancedSetup]

Hello @discover

Can you please post back the FIXLOG.TXT file so I can take a look

Thanks

 

[discover]

Thanks, here you are.

Fixlog.txt

[discover]

Now, I have another (severe) issue:

WMI Provider Host WMIPRVSE.EX and Malwarebytes consuming 50 - 80 % of CPU

 

 

 

[AdvancedSetup]

Here are a couple of article to try to track down what is using the CPU

Try right clicking in the Malwarebytes tray icon and exit out of Malwarebytes and let me know if that lowers the CPU usage back to normal or not.

 

https://answers.microsoft.com/en-us/windows/forum/windows_10-performance-winpc/solved-wmi-provider-host-high-cpu-usage-and-laptop/44cb3953-a883-404a-a94f-ee4f363d3a4b

https://docs.microsoft.com/en-us/troubleshoot/windows-server/system-management-components/high-cpu-usage-wmiprvse-process-regular-intervals

 

 

[discover]

On 2/17/2021 at 12:51 AM, AdvancedSetup said:

Try right clicking in the Malwarebytes tray icon and exit out of Malwarebytes and let me know if that lowers the CPU usage back to normal or not.

I did switch off the settings as per below screenshot.
- that did not work-out.

Then I did exit Malwarebytes and
it did work out.

Does Malwarebytes trigger or need the Windosw Service "ip support service"
(part of WMI Provider Host / WMIPRVSE.EXE)?

 

[AdvancedSetup]

Yes, we do use and interact with your network as do all antivirus products.

 

Please open the MBST Support Tool

Then go to the Advanced tab and then click on the CLEAN button and allow Malwarebytes to remove and reinstall itself.

https://support.malwarebytes.com/hc/en-us/articles/360039023473-Uninstall-and-reinstall-using-the-Malwarebytes-Support-Tool

Let me know if that helps to improve or not

Thank you

 

[AdvancedSetup]

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