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Re-install Malwarebytes for Windows


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I noticed that the usual logo for Malwarebytes on my desktop icon was replaced by something generic. I tried reinstalling and it kept wanting to restart. I ran the support tool's gather logs option and then ran the Clean option, but I got a message box with a red x that said that the windows installation was canceled. I'm trying to install it on an Acer laptop with Windows 10. Thanks!

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Hi   :welcome:

Please go careful from here on out.  Given what you described, we only just need to "Gather logs"  just one time.  So you can upload.  So I can review.

Go to the Downloads folder. With your mouse pointer, do a Right-click on the mb-support.1.8.4.xxx.exe file & choose "Run as Administrator"  & reply Yes & allow it to proceed.

Once you start it click Advanced > Gather Logs

 

Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop.

Cheers.

Edited by Maurice Naggar
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Quote

Upload an archive once it is done. Attach the mbst-grab-results.zip from the Desktop.

I'm guessing as to how to do this. I've clicked on the paper clip to try to attach it and nothing happens. I've tried pasting it here and nothing happens. I'm going to need more explicit instructions. Thanks!

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Regret to read that you've run into a glicth trying to upload the zip file.  Look at the sample picture below and also at the "Add Files" link ( in blue) at the bottom of the reply box.

The current version of the forum software displays a blue color "Add Files"  at the bottom center.

 

  • To upload attachments please click the  "Add Files"   link as shown below. Then browse to where your file is located and select it and click the Open button.

_mb_attach.jpg

 

Once you are all set, only then click on the "Submit reply" button.

H T H

Edited by Maurice Naggar
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As to "loading" message on the upload operation when sending attachment, sometimes it can be a bit of a struggle.  But glad you did manage.

The first thing I want to make sure that you do is  .....   a Windows RESTART so that the system is on a good new startup.   Please do that now.

I will be reviewing all thru the report collection  & later, reply anew.

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I need for you to delete  mbam-clean-2.3.0.1001.exe   that is on the folder C:\Users\Jay\Downloads

That exe is a very old one that is no longer used nor recommended.  It is not in tune with Malwarebytes for Windows version 4.x   ( neither with version 3, which is also obsolete).

The Malwarebytes Support tool is what is used these days ....for specific purposes.

Stay tuned.

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  • Solution

Because this pc does have installed "BITDEFENDER" & because BitDefender does not like to have competitive security programs installed, we need to temporarily turn Off the BitDefender.
For a temporary BitDefender shutdown, you'll first need to open BitDefender by double-clicking on the icon. Then follow the below steps.

Open the Protection window.
Choose Settings under Antivirus.
Choose the Shield tab, then click on the switch next to BitDefender Shield to turn it off.
When prompted, choose " Until System Restart "  then OK. This will disable BitDefender until the next time Windows is restarted.

[    2    ]

Now we can proceed to do a new install of Malwarebytes for Windows version 4.4.5.x   ( the current release version).
I'd suggest you save the download to the Desktop for ease of access.   Otherwise, save the file to Downloads folder.

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline
2. Now, go to the folder location where saved.     Right-click on the exe and select Run as Administrator and allow it to go forward.
3. After the Malwarebytes for Windows is done with the setup.
Start Malwarebytes. Click Settings ( gear ) icon. Next, lets make real sure that Malwarebytes does NOT register with Windows Security Center 
Click the Security Tab. Scroll down to 
"Windows Security Center"
Click the selection to the left  for the line "Always register Malwarebytes in the Windows Security Center".

all the way to the Left for Off setting.

You may then click the small x  on the mini-window in foreground.
Returns you to the main window of Malwarebytes.

At that point, you can click the Scan now button to begin a Scan.

Then, locate the Scan run report;  export out a copy;  & then attach in with your  reply.

See https://support.malwarebytes.com/hc/en-us/articles/360038479194-View-Reports-and-History-in-Malwarebytes-for-Windows-v4

Close Malwarebytes when done.

By the way, the main page at Malwarebytes Support site for Malwarebytes for Windows is  https://support.malwarebytes.com/hc/en-us/categories/360002458014-Malwarebytes-for-Windows

Edited by Maurice Naggar
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I should have been more clear. The Windows Security Center field says, "Premium Only" in orange. When I click on the lever, I get a pop-up that says, "Unblock this setting? Upgrade to Premium to access more features and settings." And there's an orange box that says, "Buy Now". Do I have to pay for Premium to continue?

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I pasted the report below. Is it OK to turn Bitdefender Shield back on?

 

Malwarebytes
www.malwarebytes.com

-Log Details-
Scan Date: 8/22/21
Scan Time: 5:04 PM
Log File: f56b7990-0394-11ec-91f8-d897ba47df3c.json

-Software Information-
Version: 4.4.5.130
Components Version: 1.0.1430
Update Package Version: 1.0.44262
License: Free

-System Information-
OS: Windows 10 (Build 19041.1052)
CPU: x64
File System: NTFS
User: Jay-PC\Jay

-Scan Summary-
Scan Type: Threat Scan
Scan Initiated By: Manual
Result: Completed
Objects Scanned: 353038
Threats Detected: 0
Threats Quarantined: 0
Time Elapsed: 7 min, 49 sec

-Scan Options-
Memory: Enabled
Startup: Enabled
Filesystem: Enabled
Archives: Enabled
Rootkits: Disabled
Heuristics: Enabled
PUP: Detect
PUM: Detect

-Scan Details-
Process: 0
(No malicious items detected)

Module: 0
(No malicious items detected)

Registry Key: 0
(No malicious items detected)

Registry Value: 0
(No malicious items detected)

Registry Data: 0
(No malicious items detected)

Data Stream: 0
(No malicious items detected)

Folder: 0
(No malicious items detected)

File: 0
(No malicious items detected)

Physical Sector: 0
(No malicious items detected)

WMI: 0
(No malicious items detected)


(end)

I should have been more clear. The Windows Security Center field says, "Premium Only" in orange. When I click on the lever, I get a pop-up that says, "Unblock this setting? Upgrade to Premium to access more features and settings." And there's an orange box that says, "Buy Now". Do I have to pay for Premium to continue?

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Since this case is resolved, these are the cleanup steps for the tools used.

To remove the FRST tool & its work files, do this. Go to your Downloads folder. Do a RIGHT-click on FRSTENGLISH.exe & select RENAME & then change it to

UNINSTALL.exe

.
Then run that ( double click on it) to begin the cleanup process.

Delete mbst-grab-results.zip

Delete mb-support-1.8.4.896.exe   

You may delete any other download file that we had asked you to do.

All best wishes.

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