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Malwarebytes Support Tool failed......


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I had (until about an hour ago) a lifetime Malwarebytes program. It stopped working recently, not sure when, perhaps at the last update. Today the program would not open, fault details APPCRASH (according to the fault log my version was 4.0.0.932, although the program info in Windows said it was 4.3.0.98).

So I googled for advice and downloaded the Malwarebytes Support Tool and ran it. I ran the 'clean' program and once it had finished removing the program it went straight to re-installation, no reboot requested. After a short while a window popped up saying that installation had failed due to Microsoft 2019-09 Security Update being absent. I have tried to download this from the Microsoft catalog but I get a message saying "The update is not applicable to your computer".

I am running Windows 7 Home Edition. I tried to download both the 64 bit and x86 Security Updates for Windows 7 but received the same response (above).

I decided to reboot to see what happened (nothing).

So now I have no Malwarebytes on my computer and therefore no protection, and the Support Tool just says Malwarebytes is not on my system. Correct!

What should I do?

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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:

Spoiler
 
 
 
 
Spoiler

 

 

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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

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16 minutes ago, KCEPPS said:

What should I do?

In reality you should have upgraded this computer to windows 10 years ago or if is not capable, replaced it.

The above being said.

I would recommend you try to follow the advice from these posts below.

How to obtain and install Windows 7 SP2
https://answers.microsoft.com/en-us/windows/forum/windows_7-update/how-to-obtain-and-install-windows-7-sp2/c2c7009f-3a10-4199-9c89-48e1e883051e

Update to enable TLS 1.1 and TLS 1.2 as default secure protocols in WinHTTP in Windows
https://support.microsoft.com/en-us/help/3140245/update-to-enable-tls-1-1-and-tls-1-2-as-default-secure-protocols-in-wi

Edited by Porthos
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Hello Porthos, thanks for your reply

This seems to be a bit of a headache I'm afraid. I don't even have SP1 loaded for some reason and it seems that MS support for Windows 7 has ceased. Still I am confused as to why Mbam has stopped working suddenly. Perhaps it is due to the MS support ceasing? Even if I can find all of these updates, how will I get Malwarebytes back?

Looks like I will be forces into Windows 10 finally (!).

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  • Root Admin

Please read the posts that are referenced above and you can update your version of Windows 7 to the latest security updates and then Malwarebytes will be supported again for now. Sooner or later though you're going to need to upgrade to Windows 10 if you want to use newer software from anyone. At some point most software stops working on older versions of Windows.

 

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Thanks for the advice. I downloaded Windows 7 SP1 as it was not present on my machine but it would not configure, and backed itself out again.

Time for drastic (probably overdue) action. Tomorrow I am getting a more up-to-date PC and installing Windows 10.

I suppose the question is: is my lifetime Malwarebytes licence still valid after this and how do I get the program back? Or do I have to start afresh with it? 

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1 minute ago, KCEPPS said:

Tomorrow I am getting a more up-to-date PC and installing Windows 10.

A more up to date PC will already have Windows 10 on it.

2 minutes ago, KCEPPS said:

I suppose the question is: is my lifetime Malwarebytes licence still valid after this and how do I get the program back? Or do I have to start afresh with it? 

If you have your license key, you should be able to install it on the other computer.

If you have activation issues with the key you can use the online account to deactivate your old computer and if that fales you can contact support and create a ticket at the following link.

 https://support.malwarebytes.com/hc/en-us/requests/new

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