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Malwarebytes crashes on fresh install, first/ second run


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w8.1-64 bit, malwarebytes 4.2.3.96

it was a fresh install of your software, and it crasehd on first and second run. It updates the defs and runs for some times, scanned some 30,000 things, then the window pops up saying that it has stopped working and asked to close it. There is no error code, message or description.

malware.jpg.21c590bf04aabf48d7e012bb69761813.jpg

 

That is not a way a professional software should crash. There has to be some description of the problem that has caused it to crash in the middle of a run. Even Microsoft becomes far better than your software because they at least give a cryptic code of the error.

 

I searched on the forum and went through this topic

https://forums.malwarebytes.com/topic/253931-offline-installer/

I downloaded mb-support-1.8.4.896.exe and ran it. It went through two steps.

I didn't want it to update to latest version, I am happy with my old version. I couldn't see any method to avoid getting updated, so I disconnected net,

and then, the tool also stopped saying it cannot download latest version, and I had to close it, there was no zip file created on the desktop, and what long description I wrote while running the tool, went away into nothing.

So,

1. My malwarebytes crashes

2. My repair tool also crashes.

3. I don't want to update (just because you don't give offline installer. I don't want to spen 100s of MBs on online installing everytime.)

NOTE: updating the software to latest version is not a professional step in troubleshooting. If that was the rule, MS would have automatically updated all pcs running XP, 7, 8 to W10. My installed version is giving problem and you should find the cause and repair it as such. You cannot make me force download 100s of MBs of your software on every run. Your company is not paying for my net, I am paying for it.

One would even put forward conspiracy theory that you have intentionally put some code in your software that would make it stop working after some time so that user is forced to run diagnostic tool that will force-install updates to your software.

So, is there a solution, or I stop using malwarebytes as it will never run and I can never diagnose the problem?

Thanks.

 

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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:

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

Spoiler

For any of these issues:

  • Renewals
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  • Cancellations
  • Update Billing Info
  • Multiple Transactions
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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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2 hours ago, vsrawat said:

3. I don't want to update (just because you don't give offline installer. I don't want to spen 100s of MBs on online installing everytime.)

Updates fix issues. Also having an active connection is important for the cloud database which is a big part of detection and protection.

If you are willing to use the current version and are willing to have us assist in getting the current version working we will be happy to assist.

Please post your decision.

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