Malwarebytes UI crashing on launch

[alan_s]

Yesterday, 2021-05-11, I updated Malwarebytes 4.3.0.98 to component package 1.0.1292   After the update, the Malwarebytes UI doesn't launch succesfully, neither via the notification area icon nor the desktop shoirtcut.  Tried a few computer restarts ('proper' restarts – don't use fast startup ) , but it didn't help.  Event Viewer shows the following:

 

Environment is Windows 10, 20H2, 64-bit  with Windows Updates of April 2021
Security programs are Malwarebytes and Defender

Just had a thought:  MBAMService.exe is certainly running, but could this problem affect Malwarebytes active protection? 

If the next step is a Support Tool run, can the mbst-grab-results.zip file be posted here or is it safer to send it?  If so, where to?

 

 

[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:

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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
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. 
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[Porthos]

5 hours ago, alan_s said:

can the mbst-grab-results.zip file be posted here or is it safer to send it?  If so, where to?

Please attach it here. NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer

[alan_s]

Right, here is the grab-results file.

 

mbst-grab-results.zip

[exile360]

Greetings,

Please perform a clean install using the Support Tool to see if it corrects 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 Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

Please let us know how it goes and if that corrects the issue or not.

Thanks

[AdvancedSetup]

Hello @alan_s

Following up to see how things are going. Were you able to run the CLEAN removal and reinstall as requested?

When you have time please post a follow up status reply

Thank you

 

[alan_s]

To prepare for a reinstall I needed to document the settings. Fortunately I had created an image copy of the system immediately before doing the update. So, first a new image copy to be able to get back to the current state.  Then I restored to the 'pre update' state where I could document the settings. That done, I thought "why not give it a new try - never know your luck?"  So, I did the update again, And hey - it works! The UI launches OK!

The only differences between Tuesday's update and today's are these:

• On Tuesday, I updated Firefox and Thunderbird just before updating Malwarebytes. Today, I did them after.

• On Tuesday, when the Malwarebytes update reached “We need a moment...”  I clicked the presented “Restart” button as I normally do. Today I let it count down and do the restart itself.

What actually caused the problem is a mystery of course but I feel the main thing is that it works fine now.

On reflection, I should have done all this before troubling you, but such is hindsight.   Thank you for your guidance! 

 

[AdvancedSetup]

Thank you for the followup and details on what transpired, greatly appreciated.

Take care and stay safe out there