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Good afternoon,

I have an active subscription for 4 devices.

Two of them I have had correctly since 2019, but in these last few weeks when I have tried to install the product again on other computers it only stays on the computer for a moment. Shortly the next, it disappears and leaves no trace as a program installed in Control Panel.

When that happens it also disappears from the list of devices in my malwarebytes account. 

We don't know what's going on, we've tested on different computers all with Windows 10.

Any suggestions on how to proceed?

Br,

 

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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
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  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.
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  6. To provide logs for review click the Gather Logs button
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2 minutes ago, EraInformatica said:

Any suggestions on how to proceed?

I'm sorry the software isn't working properly but we'll do our best to help.

Do this on one that is not working correctly.

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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3 hours ago, EraInformatica said:

Good morning, 

Log uploaded.

Thanks ^_^mbst-grab-results.zip

Quote

System has been up for:  15 days 9 hours 16 minutes 30 seconds

First restart this computer.

Next,

Can you please try this:

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

2. Run the installer

  Can you please let me  know if that worked ?

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2 hours ago, Porthos said:

First restart this computer.

Next,

Can you please try this:

 

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

 

2. Run the installer

 

  Can you please let me  know if that worked ?

 

I installed the software with the offline installer. It worked for about 30-40 minutes. Then I activated my license.

Some minutes later I saw that Malwarebytes was missing again. mbst-grab-results.zip

I open my control panel and Malwarebytes isn´t installed. Only one file in Malwarebytes folder: 

program files\malwarebytes\anti-malware\mbuns.exe

Maybe it´s a license problem? This problem happens in 3 different computers.

I´ll try uninstalling my antivirus (Panda Endpoint).

Br.

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2 minutes ago, EraInformatica said:

I´ll try uninstalling my antivirus (Panda Endpoint).

Also are the computers that are having issues business computers connected on a Domain?

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56 minutes ago, Porthos said:

Also are the computers that are having issues business computers connected on a Domain?

No, only my computer is connected on a domain. All 3 computers have Windows 10 Pro. 

Update: I uninstalled my antivirus "Panda Endpoint" from my computer and Malwarebytes is still installed and activated. My antivirus´s logs doesn´t show any problem with Malwarebytes, but I´m trying it because all 3 computers have the same antivirus and we have another 2 computers without problems that are using a different antivirus (They have Windows 10 Home).

I´ll update this thread with new results.

Thanks.

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Mystery solved.

Malwarebytes has been installed for three days without any problems. Today we reinstalled "Panda Endpoint" and Malwarebytes has disappeared again.

Only one line in the event log:

  System
   
- Provider
      [ Name] MBAMService
   
- EventID 0
      [ Qualifiers] 0
   
  Version 0
   
  Level 4
   
  Task 0
   
  Opcode 0
   
  Keywords 0x80000000000000
   
- TimeCreated
      [ SystemTime] 2021-05-03T08:43:22.8123359Z
   
  EventRecordID 10522
   
  Correlation
   
- Execution
      [ ProcessID] 0
      [ ThreadID] 0
   
  Channel Application
   
  Computer PTRABAJO.esi.local
   
  Security
- EventData
      Service stopped

 

Panda Endpoint kills Malwarebytes. I´ll write in their forums to get a solution.

Thanks for all.

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Posted (edited)

Speaking with a colleague I believe there may be a new slider "remove other AV" that is now on by default? You may be able to turn that slider off?

 

image.png

Thank you for the feedback @EraInformatica

 

Edited by AdvancedSetup
updated information
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12 hours ago, AdvancedSetup said:

Speaking with a colleague I believe there may be a new slider "remove other AV" that is now on by default? You may be able to turn that slider off?

 

image.png

Thank you for the feedback @EraInformatica

 

Yes, that is the solution. 

From Panda's support they answered the same thing yesterday, but I couldn't update the information in this thread.

Thank you so much for all the help. We have already been able to disable that option and now both programs live happily and together.

Thanks again ^^.

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