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Update from 4.4.0.117 / 1.0.1318 to latest hangs


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Launched from the UI, Settings > General   clicking the “Check for updates” button.

The download went fine but the update process went on for ages.  
Process Explorer showed that dwm.exe was using 5 - 15% CPU, but nothing else was really doing much.  No CPU at all used by mbupdatr.exe, MBAMservice.exe, mbamtray.exe.  After 20 minutes or so with nothing happening, downloaded and ran the Support Tool to “Gather logs”  Attached here as  mbst-grab-results_WhileUpdateStillHanging.zip,  Then terminated the UI.  

The  icon in the Notification Area had a red cross and hovering the mouse over it showed “Program version 4.4.0  /  Protection disabled”.   Various programs wouldn't run, even after a restart.  The update failure seems to have damaged Malwarebytes.

Prudently, I had taken an image copy of the system before attempting the update so restored from that.  Tried the update again.  Same result, so new restore.

System is Win 10 64-bit, 20H2  Only other security program is Defender

All help appreciated!

mbst-grab-results_WhileUpdateStillHanging.zip

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***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
    • 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.

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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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I used the support tool to clean MB from the PC, it then attempted to reinstall it automatically but the install, once again, failed. I tried to clean again, but it said no MB products were installed.

I then downloaded MBSetup.exe to try to reinstall manually. At first it looked like it was doing nothing, then it popped up a dialog box with absolutely no text. The box was squashed into a tiny space on the desktop but I could see part of the yellow exclamation warning icon and part of a button (again, no text on the button) so I clicked it and the computer began restarting, so I guess it was telling me that MB needed to reboot the machine, except the box was bugged somehow.

Anyway, to my surprise after the reboot, MB was indeed reinstalled and up to date. I had to activate again manually but it seems OK now. Not the smoothest update experience ever, though.

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On Friday, I did as you suggested and all went well.

Fortuitously, a new update was released which gave an opportunity to see how update works now.  No trouble at all.

Many thanks for your help, Porthos!

 

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15 hours ago, stoo said:

I used the support tool to clean MB from the PC, it then attempted to reinstall it automatically but the install, once again, failed. I tried to clean again, but it said no MB products were installed.

I then downloaded MBSetup.exe to try to reinstall manually. At first it looked like it was doing nothing, then it popped up a dialog box with absolutely no text. The box was squashed into a tiny space on the desktop but I could see part of the yellow exclamation warning icon and part of a button (again, no text on the button) so I clicked it and the computer began restarting, so I guess it was telling me that MB needed to reboot the machine, except the box was bugged somehow.

Anyway, to my surprise after the reboot, MB was indeed reinstalled and up to date. I had to activate again manually but it seems OK now. Not the smoothest update experience ever, though.

I had the EXACT same experience, where the update just hung, and then I used the Clean tool which removed Malwarebytes but refused to reinstall it, simply telling me it had cancelled the installation, and I had to download the setup file from the website to do a manual install. Many thanks to Stoo for informing me about the tiny mutant dialogue box that needed to be clicked on. Definitely not the best update experience for me either unfortunately!

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