I'm having trouble reinstalling with the support tool.

[kvltman]

Hello, I hope someone can help me figure this out. 

I am (o was?) running Malwarebytes Premium on Windows 10. I noticed the app wasn't running automatically upon startup earlier today, which it always did before, and after trying to run it as admin i got the "unable to connect to service" message which I tried to solve on my own by downloading the Support Tool.

I followed the steps for "Clean" which removed all products, but then, when it asked if I wanted to reinstall the latest version of Malwarebytes (and after I said yes), I got two error messages which simply say the installation failed and to please try again. I've gone for a third attempt but I'm not really willing to keep doing the same thing over and over again out of fear of ruining something else, so I'm asking for you input. Is there a way to solve this issue? 

I'm really looking forward to a reply. I'm very tech illiterate, so I'm freaking out about this. Also english is not my first language, so I hope my fear isn't rendering me unintelligible.

 

Thanks!

[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:

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

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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

[exile360]

Greetings,

Please use the Support Tool to collect some logs so that we may take a look and try to find what might be causing the issue:

1. 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
   

Thanks

[kvltman]

Thank you so much, exile360, I'm sending attached with this message the logs I got.

There's a little extra thing I just noticed: I re-read the "Clean" thingy's instructions and apparently the reinstall required me to restart my PC which I didn't do (because I thought it would give me a prompt through a window or something like that - since it didn't I forgot about the reboot). It went straight to the "do you want to install the latest version" dialog from where I kept getting the error messages. I've manually restarted now and collected the logs after that point. I'm telling you this just in case it is somehow relevant. 

 

mbst-clean-results.txt mbst-grab-results.zip

[exile360]

Thanks for the logs.

It appears you have some items from both Bitdefender and McAfee on the system.  It is possible that one of them is blocking Malwarebytes from being able to install.  If you are no longer using one or either of them, please uninstall the products you are no longer using.

IMPORTANT You should only use ONE antivirus on your system at a time, so you should choose either McAfee or BitDefender and create exclusions for Malwarebytes in the antivirus you wish to keep.  You also have the option of using Malwarebytes alone since it is an antivirus replacement.  If you wish to use Malwarebytes alone, please refer to the instructions below for removing the other AVs.

There is a lot of information here, so please take your time and work through each item, and feel free to ask questions if you need help and I will do my best to explain where I can.

If you no longer use McAfee or BitDefender, start here for instructions on removing them:

To remove McAfee, please follow the instructions in this McAfee support article by clicking where it says Method 2: Remove using the McAfee Consumer Product Removal tool (MCPR) to reveal the instructions.

To remove BitDefender, please select the product you have installed and use the instructions and tool provided on this page.

If you wish to keep one of the AVs, please let me know which one and we can work on allowing Malwarebytes so that it won't be blocked.

Please let us know how it goes and if the issue is fixed, and also let me know if you wish to keep either of the two antivirus programs and we can work on creating exclusions for Malwarebytes if needed.

Thanks

[kvltman]

Thank you, I ran the BitDefender uninstall tool and it claims it is completely gone from my device. 

I ran the Malwarebytes setup file and now it has installed succesfully and is currently running a full scan, so that looks solved by now.

However, the McAfee link you provided seems to be broken, can I bother you with a new one? I very distinctively remember uninstalling both programs through the windows control panel option as soon as I got Malwarebytes, it never crossed my mind they'd need a dedicated uninstall tool 🥴

[AdvancedSetup]

Please try the following for the McAfee Removal Tool

http://service.mcafee.com/FAQDocument.aspx?id=TS101331

 

[AdvancedSetup]