Malwarebytes will not start up

[Blain]

 

Malwarebytes request for support 05302021

Yesterday I noticed that my Malwarebytes scanner had not been running recently (Last scan was 5-27-2021). When I attempted to manually activate Malwarebytes using the shortcut, I got the following error message:

The item "mbam.exe" that the shortcut refers to has been changed or moved, so this shortcut will no longer work properly. Do you want to delete this shortcut?

I tried another shortcut and got the same message. Problem is repeatable, even after completely closing down the computer and then starting it back up.

I located the MBAMService file in C:\Program Files\Malwarebytes\Anti-Malware (The application file version is 3.2.0.943).

When I attempt to open the file, the Hard drive light indicates some action for a few seconds but Malwarebytes does not start.

Attempting to run MBAMService as Admin does not yield any results (other than having to go thru UAC).

I have not had a BSOD on this computer for months.

Pls see attached zip file.

Pls help me get Malwarebytes running again as I rely on it helping keep me safe on the internet  :)

Thanks

John Blain

mbst-grab-results.zip

[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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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
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.

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Thanks in advance for your patience.

-The Malwarebytes Forum Team

[Porthos]

First, Turn off off fast startup in Windows. Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

After the above,

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 ?

[Blain]

Thanks for responding Porthos.

I followed your directions. The computer started up, then restarted (sorry, can't remember precisely whether it had to restart twice or three times).

Anyway, I noticed that, after the first restart that the MWB icon on my start-up menu had been recovered but then the computer had to restart again. After the restart (or maybe that one and one more) I got an error message ( AN ERROR HAS OCCURRED and Malwarebytes will not install on your computer) But the MWB icon on my start-up menu was still there. I clicked on the MWB shortcut (just for the heck of it) and MWB did not start up. However, a few minutes later I got an MWB pop-up stating (unable to connect the service).

 

Any ideas?

I may not be able to respond as quickly as I did before as I have other things going on here such as sole caregiver efforts.

Thanks for anything that you are able to do to get MWB up and running again.

Also, should I leave "fast startup" disabled?

[Porthos]

Just now, Blain said:

Also, should I leave "fast startup" disabled?

Yes you should.

I will ask @AdvancedSetup to work with you one on one to help with issue.

[Blain]

Thank you.

[Blain]

FYI in case you don't already have the info: see attachment

Malwarebytes crash info 05272021.docx