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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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  • Staff

Greetings,

A new version of Malwarebytes was recently released.  Given the timing, it's possible that something went wrong during the upgrade process installing the new version.

Please do the following so that we can take a look and see what the status of the installation is:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

In the meantime, I'll also make a note of this thread for the Product team so that they may look into it further.

Thanks

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  • Staff

Thank you for the logs.  It looks like Windows is pending a restart to finish updating Firefox, and aside from Webroot, I also noticed some leftovers from Bitdefender, however I'm more concerned about this:

System errors:
=============
Error: (03/26/2021 10:51:52 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:48 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:43 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:39 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:36 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:31 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:27 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:23 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

A failing drive is a possibility, so the first thing I would recommend is backing up your data if you haven't already created a recent backup.  I don't want you to lose any important data.

Next, please restart the system to allow it to finish installing the Firefox update, then see if Malwarebytes starts up in the tray properly or not.

There's also a new version of Malwarebytes available, so if it will run, open Malwarebytes and navigate to settings by clicking the small gear icon in the upper right, then click the Check for updates button under the General tab and allow it to download and install the update, then restart the system to verify that Malwarebytes starts up properly.

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  • Root Admin

I would agree on backing up your data and then checking the hard drive.

The system has been up and running for 5 days without a restart after multiple program crashes. That alone can cause unexpected issues as it's possible to have orphaned memory ranges that might conflict.

You also have Webroot antiivrus that itself might step on any type of updates it is monitoring if it feels it's suspicious. Not saying that is the case but possible.

Then when you add in the bad blocks you have a recipe for unexpected behavior to happen

 

Application errors:
==================
Error: (03/26/2021 11:09:05 AM) (Source: MsiInstaller) (EventID: 11706) (User: DESKTOP-URGLD3U)
Description: Product: PowerENGAGE -- Error 1706. An installation package for the product PowerENGAGE cannot be found. Try the installation again using a valid copy of the installation package 'PowerENGAGE-3.2.13.msi'.

Error: (03/26/2021 07:39:17 AM) (Source: MsiInstaller) (EventID: 11706) (User: DESKTOP-URGLD3U)
Description: Product: PowerENGAGE -- Error 1706. An installation package for the product PowerENGAGE cannot be found. Try the installation again using a valid copy of the installation package 'PowerENGAGE-3.2.13.msi'.

Error: (03/25/2021 07:52:35 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: EXCEL.EXE, version: 15.0.4569.1504, time stamp: 0x52c5e9e1
Faulting module name: MSVCR100.dll, version: 10.0.40219.325, time stamp: 0x4df2be1e
Exception code: 0xc0000417
Fault offset: 0x0008af3e
Faulting process id: 0x40b8
Faulting application start time: 0x01d721ce6ba26dd8
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\EXCEL.EXE
Faulting module path: C:\WINDOWS\SYSTEM32\MSVCR100.dll
Report Id: 4c8b8206-ebc4-4d59-a629-cd6fcedd0366
Faulting package full name:
Faulting package-relative application ID:

Error: (03/25/2021 07:14:00 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: OUTLOOK.EXE, version: 15.0.5111.1000, time stamp: 0x5c421cd6
Faulting module name: OUTLOOK.EXE, version: 15.0.5111.1000, time stamp: 0x5c421cd6
Exception code: 0xc0000005
Fault offset: 0x00db6d95
Faulting process id: 0x2dd0
Faulting application start time: 0x01d721cc34f58e76
Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE
Faulting module path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE
Report Id: 52d5c112-58c9-4665-85bb-f6638801f788
Faulting package full name:
Faulting package-relative application ID:

Error: (03/25/2021 05:08:56 PM) (Source: MsiInstaller) (EventID: 11706) (User: DESKTOP-URGLD3U)
Description: Product: PowerENGAGE -- Error 1706. An installation package for the product PowerENGAGE cannot be found. Try the installation again using a valid copy of the installation package 'PowerENGAGE-3.2.13.msi'.

Error: (03/25/2021 01:14:17 PM) (Source: MsiInstaller) (EventID: 11706) (User: DESKTOP-URGLD3U)
Description: Product: PowerENGAGE -- Error 1706. An installation package for the product PowerENGAGE cannot be found. Try the installation again using a valid copy of the installation package 'PowerENGAGE-3.2.13.msi'.

Error: (03/25/2021 07:44:58 AM) (Source: MsiInstaller) (EventID: 11706) (User: DESKTOP-URGLD3U)
Description: Product: PowerENGAGE -- Error 1706. An installation package for the product PowerENGAGE cannot be found. Try the installation again using a valid copy of the installation package 'PowerENGAGE-3.2.13.msi'.

Error: (03/24/2021 05:08:57 PM) (Source: MsiInstaller) (EventID: 11706) (User: DESKTOP-URGLD3U)
Description: Product: PowerENGAGE -- Error 1706. An installation package for the product PowerENGAGE cannot be found. Try the installation again using a valid copy of the installation package 'PowerENGAGE-3.2.13.msi'.


System errors:
=============
Error: (03/26/2021 10:51:52 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:48 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:43 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:39 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:36 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:31 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:27 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

Error: (03/26/2021 10:51:23 AM) (Source: disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk0\DR0, has a bad block.

 

Please check and see if your Dell system has built-in hardware diagnostics and run a test on the hard drive.

You can also check the Device Manger to determine what drive you have and get the software to test it. The most common are Seagate and Western Digital but there are others.

Let us know if you need further help with testing the hard drive

 

Thanks

 

 

 

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Well, it finally rebooted slowly that is. M icon now back in the task bar so I guess all is no-so-quite well but almont. Maybe shoul look around for another laptop. This one is only two years old and I would.  Sure don't know what's with the drive.

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  • Root Admin

If you check in your Device Manager you can see the drive or drives listed

Click on Start and type in "device manager" and click on it to run it. Then expand the section that says "Disk drives" and tell us the number or take a screenshot and post back.

 

Example:

image.png

 

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  • Staff
6 minutes ago, Petebo said:

My drive is Toshiba MQ01ABD100   Device status says working properly.

I checked Toshiba's site and it indicates that they do not provide any diagnostic tools for consumers, but AdvancedSetup may know of something which would work for diagnosing the drive.

For reference, it's a 2.5" 1TB SATA-III HDD.

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  • Root Admin

https://support.dynabook.com/support/viewContentDetail?contentId=2596798

Toshiba PC Diagnostic Tool (this tool is from 2009 so quite old for Dynabook)

https://anz.dynabook.com/support/items/faq/596

https://storage.toshiba.com/consumer-hdd/support

 

You should be able to use SeaTools for Windows on the drive
https://www.seagate.com/support/downloads/seatools/


If it will not detect or run on your device then download the following from Western Digital

Data Lifeguard Diagnostic for Windows
https://support.wdc.com/downloads.aspx?p=3

Direct download:  https://downloads.wdc.com/windlg/WinDlg_v1_37.zip

Western Digital has a newer utility they recommend to use

Western Digital Dashboard
https://support.wdc.com/downloads.aspx?lang=en&p=279

Direct download: https://wddashboarddownloads.wdc.com/wdDashboard/DashboardSetup.exe

 

 

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