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Can't install Malwarebytes on my PC


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I get the error message when trying to install: an error occurred and malwarebytes will not be installed on your computer

 

I've run the offline installer, the PC still restarts 3 times and says the above error message.

I've run the support tool.

I've used the "clean" option

Nothing seems to have worked.

Here are my logs from the support tool

 

Thanks in advice for any help!

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:

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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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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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29 minutes ago, Wizzkidd said:

Thanks in advice for any help!

Seems you have have Surfshark installed. It is known to cause issues with Malwarebytes. Please uninstall and restart the computer.

 

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2 hours ago, Porthos said:

Seems you have have Surfshark installed. It is known to cause issues with Malwarebytes. Please uninstall and restart the computer.

 

I removed Surf Shark and it still says the same error on rebooting my PC.

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Just now, Wizzkidd said:

I removed Surf Shark and it still says the same error on rebooting my PC.

Darn, Guess we will have to dig deeper. I will have @AdvancedSetup assist when he gets a chance. Be aware it is a 3 day weekend for Malwarebytes staff and might be Tuesday before he responds.

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1 minute ago, Porthos said:

Darn, Guess we will have to dig deeper. I will have @AdvancedSetup assist when he gets a chance. Be aware it is a 3 day weekend for Malwarebytes staff and might be Tuesday before he responds.

Any other suggestions in the mean time? I need to scan my PC ASAP :/

Or should I post some more logs here now that I've removed SS?

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21 minutes ago, Wizzkidd said:

Any other suggestions in the mean time?

You could update Windows to the current feature update.

Quote

Product Name:        Windows 10 Home
Architecture:        x64
Current Build:       18363
Release ID:          1909

 

version-20h2-windows-update.jpg

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On 2/18/2021 at 3:18 AM, AdvancedSetup said:

Hello @Wizzkidd

Following up to see if you still require further assistance or were you able to update Windows and get Malwarebytes running?

Please post a status update when you have moment.

Thank you

 

Hey, yes I'm still unable to install

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  • Root Admin

Hello @Wizzkidd

Please go to Control Panel, Programs, Programs and Features and uninstall the following

Java 8 Update 211
Java 8 Update 271
 

The computer appears to be having some issues creating and saving volume snapshots. This may be due to other reasons but I also see you have Controlled Folder Access running and blocking things. It's possible you're blocking things you should not be blocking.

Please see the following article and temporarily DISABLE your Controlled Folder Access

How to Enable or Disable Controlled Folder Access in Windows 10
https://www.tenforums.com/tutorials/113380-how-enable-disable-controlled-folder-access-windows-10-a.html

 

NEXT

Please download and run the following  Volume Shadow Copy Service (VSS), Diagnostic Tool, from Acronis

Acronis VSS Doctor

Free tool for diagnosing and repairing Volume Shadow Copy Service issues. Download link on the bottom of the page.
Download - Acronis VSS Doctor

In many cases, it can correct the issues on its own. If not, then it will give details on what may be causing the issues. Please save the report in text format and post back that log on your next reply.


You can also try the tool from Macrium Reflect if the Acronis tool did not work.

Macrium Reflect Volume Shadow Copy Service (VSS) Repair Tool


Once you've run the repair tool you need to restart your computer.
Then check your Event Logs to see if the error was corrected. You can post new logs from FRST which will also show the Event Log entries 

If you don't have System Restore enabled then please take this time to enable it. If possible choose 10% of your C drive to store Restore Points.

System Restore disabled or greyed out? Turn On System Restore in Windows 10
 

 

Once that's done please open an elevated admin command prompt. Click on Start and type in CMD.EXE and when it shows on the menu, right-click and select "Run as administrator"

Then copy/paste the following and restart the computer

ECHO Y|CHKDSK C: /F

 

Let me know once all of this has been completed.

 

Thanks

 

 

 

 

 

 

 

 

Error: (02/18/2021 10:11:46 PM) (Source: MsiInstaller) (EventID: 11714) (User: NT AUTHORITY)
Description: Product: Backup and Sync from Google -- Error 1714. The older version of Backup and Sync from Google cannot be removed.  Contact your technical support group.  System Error 1612.

Error: (02/18/2021 06:37:06 PM) (Source: System Restore) (EventID: 8193) (User: )
Description: Failed to create restore point (Process = C:\WINDOWS\system32\svchost.exe -k netsvcs -p -s wuauserv; Description = Windows Update; Error = 0x80042306).

Error: (02/18/2021 06:37:01 PM) (Source: VSS) (EventID: 12289) (User: )
Description: Volume Shadow Copy Service error: Unexpected error DeviceIoControl(\\?\Volume{0db211b2-f381-4905-b15d-10861ea5c9f4} - 0000000000000254,0x0053c008,000002B993A066B0,0,000002B993A076E0,4096,[0]).  hr = 0x80070005, Access is denied.
.


Operation:
   Processing EndPrepareSnapshots

Context:
   Execution Context: System Provider

Error: (02/18/2021 06:36:50 PM) (Source: VSS) (EventID: 12289) (User: )
Description: Volume Shadow Copy Service error: Unexpected error DeviceIoControl(\\?\Volume{0db211b2-f381-4905-b15d-10861ea5c9f4} - 0000000000000260,0x0053c008,000002B993A066B0,0,000002B993A076E0,4096,[0]).  hr = 0x80070005, Access is denied.
.


Operation:
   Processing EndPrepareSnapshots

Context:
   Execution Context: System Provider

Error: (02/18/2021 06:36:39 PM) (Source: VSS) (EventID: 12289) (User: )
Description: Volume Shadow Copy Service error: Unexpected error DeviceIoControl(\\?\Volume{0db211b2-f381-4905-b15d-10861ea5c9f4} - 0000000000000250,0x0053c008,000002B993A066B0,0,000002B993A076E0,4096,[0]).  hr = 0x80070005, Access is denied.
.


Operation:
   Processing EndPrepareSnapshots

Context:
   Execution Context: System Provider


System errors:
=============
Error: (02/18/2021 12:45:35 PM) (Source: Microsoft-Windows-Kernel-Power) (EventID: 137) (User: )
Description: 4

Error: (02/17/2021 04:13:46 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: NT AUTHORITY)
Description: Installation Failure: Windows failed to install the following update with error 0x80073d02: 9MWPM2CQNLHN-Microsoft.GamingServices.

Error: (02/17/2021 12:22:23 PM) (Source: volmgr) (EventID: 161) (User: )
Description: Dump file creation failed due to error during dump creation.

Error: (02/17/2021 12:22:29 PM) (Source: EventLog) (EventID: 6008) (User: )
Description: The previous system shutdown at 12:06:03 on ‎17/‎02/‎2021 was unexpected.

Error: (02/15/2021 11:37:55 PM) (Source: Service Control Manager) (EventID: 7023) (User: )
Description: The Server service terminated with the following error:
A system shutdown is in progress.

Error: (02/15/2021 11:36:49 PM) (Source: DCOM) (EventID: 10010) (User: NT AUTHORITY)
Description: The server {354FF91B-5E49-4BDC-A8E6-1CB6C6877182} did not register with DCOM within the required timeout.

Error: (02/15/2021 11:36:49 PM) (Source: DCOM) (EventID: 10010) (User: NT AUTHORITY)
Description: The server {354FF91B-5E49-4BDC-A8E6-1CB6C6877182} did not register with DCOM within the required timeout.

Error: (02/15/2021 11:36:49 PM) (Source: DCOM) (EventID: 10010) (User: NT AUTHORITY)
Description: The server {354FF91B-5E49-4BDC-A8E6-1CB6C6877182} did not register with DCOM within the required timeout.


Windows Defender:
===============
Date: 2021-02-19 15:52:36
Description:
Controlled Folder Access blocked C:\Windows\System32\WinSAT.exe from making changes to memory.
Detection time: 2021-02-19T15:52:36.380Z
Path: \Device\HarddiskVolume5
Process Name: C:\Windows\System32\WinSAT.exe
Security intelligence Version: 1.331.1353.0
Engine Version: 1.1.17800.5
Product Version: 4.18.2101.9

Date: 2021-02-18 18:36:04
Description:
Controlled Folder Access blocked C:\Windows\System32\svchost.exe from making changes to memory.
Detection time: 2021-02-18T18:36:04.664Z
Path: \Device\HarddiskVolume2
Process Name: C:\Windows\System32\svchost.exe
Security intelligence Version: 1.331.1281.0
Engine Version: 1.1.17800.5
Product Version: 4.18.2101.9

Date: 2021-02-18 18:36:04
Description:
Controlled Folder Access blocked C:\Windows\System32\VSSVC.exe from making changes to memory.
Detection time: 2021-02-18T18:36:04.664Z
Path: \Device\HarddiskVolume3
Process Name: C:\Windows\System32\VSSVC.exe
Security intelligence Version: 1.331.1281.0
Engine Version: 1.1.17800.5
Product Version: 4.18.2101.9

Date: 2021-02-18 12:45:11
Description:
Microsoft Defender Antivirus scan has been stopped before completion.
Scan Type: Antimalware
Scan Parameters: Quick Scan

Date: 2021-02-16 22:28:26
Description:
Controlled Folder Access blocked C:\Program Files (x86)\Common Files\BattlEye\BEService.exe from making changes to memory.
Detection time: 2021-02-16T22:28:26.740Z
Path: \Device\Harddisk0\DR0
Process Name: C:\Program Files (x86)\Common Files\BattlEye\BEService.exe
Security intelligence Version: 1.331.1137.0
Engine Version: 1.1.17800.5
Product Version: 4.18.2101.9

 

 

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On 2/19/2021 at 9:07 PM, AdvancedSetup said:

Hello @Wizzkidd

Please go to Control Panel, Programs, Programs and Features and uninstall the following

Java 8 Update 211
Java 8 Update 271
 

The computer appears to be having some issues creating and saving volume snapshots. This may be due to other reasons but I also see you have Controlled Folder Access running and blocking things. It's possible you're blocking things you should not be blocking.

Please see the following article and temporarily DISABLE your Controlled Folder Access

How to Enable or Disable Controlled Folder Access in Windows 10
https://www.tenforums.com/tutorials/113380-how-enable-disable-controlled-folder-access-windows-10-a.html

 

NEXT

Please download and run the following  Volume Shadow Copy Service (VSS), Diagnostic Tool, from Acronis

Acronis VSS Doctor

Free tool for diagnosing and repairing Volume Shadow Copy Service issues. Download link on the bottom of the page.
Download - Acronis VSS Doctor

In many cases, it can correct the issues on its own. If not, then it will give details on what may be causing the issues. Please save the report in text format and post back that log on your next reply.


You can also try the tool from Macrium Reflect if the Acronis tool did not work.

Macrium Reflect Volume Shadow Copy Service (VSS) Repair Tool


Once you've run the repair tool you need to restart your computer.
Then check your Event Logs to see if the error was corrected. You can post new logs from FRST which will also show the Event Log entries 

If you don't have System Restore enabled then please take this time to enable it. If possible choose 10% of your C drive to store Restore Points.

System Restore disabled or greyed out? Turn On System Restore in Windows 10
 

 

Once that's done please open an elevated admin command prompt. Click on Start and type in CMD.EXE and when it shows on the menu, right-click and select "Run as administrator"

Then copy/paste the following and restart the computer


ECHO Y|CHKDSK C: /F

 

Let me know once all of this has been completed.

 

Thanks

--------------------------------------

Thanks for all of the above steps, I've completed all of them and still cannot install Malwarebytes.

I'll attach a new set of logs from the Support Tool and the Acronis tool

 

Thanks again for your help

On 2/19/2021 at 9:07 PM, AdvancedSetup said:

 

 

 

AcronisVSSDoctorReport_2021-02-23-13-11-46.txt mbst-grab-results.zip

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  • Root Admin

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

 

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47 minutes ago, AdvancedSetup said:

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 1.93 kB · 1 download

Thanks

Hey, run the tool as you described. Here is the log file from the scan

Fixlog.txt

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19 minutes ago, AdvancedSetup said:

Please go ahead now and download the Malwarebytes installer and try to reinstall Malwarebytes and let me know if there are any issues or not.

https://downloads.malwarebytes.com/file/mb-windows

Thanks

 

I just downloaded from he link you sent and tried to install. The PC restarted 3 times and said the same error message as I originally posted.

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