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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:

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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.

Screenshots:

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

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For any of these issues:

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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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Hello @Scout94

You made mention at the top of old XP operating system / old hardware.

To clarify with more specificity, the current Malwarebytes for Windows is supported on Windows 10, 8.1, 8, and Windows 7.  It does run & does work  on Windows 11.
Since older hardware  system was mentioned above, know that 1 of the hardware requirements is 800MHz CPU or faster, with SSE2 technology.

The anti-ransomware protection component is only available on Windows 7 or higher.

It seems a long time ago. But fact is for Windows XP and Vista the last version of Malwarebytes is 3.65

Edited by Maurice Naggar
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Hi Scout94:

I have Malwarebytes v3.5.1.2522-1.0.365 installed on my old Vista SP2 machine, which I rarely boot up these days since I purchased a Win 10 Pro laptop.  A check for updates will only update the malware definitions database but does not detect any available updates for the main product or component package.  That is the same product version offered by the official download link at https://downloads.malwarebytes.com/file/mb3_legacy that Porthos suggested <above>.  I can also confirm that the Ransomware Protection module cannot be activated on a Win XP or Vista computer if you purchase a Malwarebytes Premium license that offers real-time protection.

1914000094_Malwarebytesv3_5_1_2522LegacyInstaller18Oct2021.png.424ed883fd894bba356b9e030ef93fac.png

See Malwarebytes employee Erix's post Malwarebytes Support for Legacy Windows XP and Vista Operating Systems in the Malwarebtes 4 FAQs pinned at the top of this Malwarebytes for Windows board, which states in part:

Quote

Users running Malwarebytes 3.5 on Windows XP and Vista will continue to receive on-going protection updates to keep safe from the latest infections. However, these operating systems will no longer receive program upgrades, such as component packages or newer program versions, for new features. Malwarebytes will continue to release bug fixes, stability improvements, and other upgrades for the XP and Vista platforms on an as needed basis.

If your family member isn't certain if their CPU supports the SSE2 instruction set (a system requirement for Malwarebytes v3.5.1) a free utility like CPU-Z  can find this information.  The Wikipedia article SSE2 notes that Intel Pentium 4 and higher CPUs will support SSE2. From my Vista SP2 machine using the classic portable (.zip) version of CPU-Z that I unzipped and ran from a removable USB thumb drive: 

1841924329_VistaSP2CPU-ZSSE2SupportedEDITED26Mar2019.png.db6c8b4a0f1aa81ce18a8474724e4781.png

 

The Malwarebytes 4 FAQs also notes that "Malwarebytes 4 supports Windows 7 SP1 or newer", as Maurice Naggar noted <here>.

-----------
32-bit Vista Home Premium SP2 * Firefox ESR v52.9.0 * Malwarebytes Premium v3.5.1.2522-1.0.365
HP Pavilion dv6835ca, Intel Core2Duo T5550 @ 1.83 GHz, 3 GB RAM, 256 GB Western Digital Scorpio WD2500BEVS SATA HDD, NVIDIA GeForce 8400M GS

-----------
64-bit Win 10 Pro v21H1 build 19043.1288 * Firefox v93.0.0 * Microsoft Defender v4.18.2109.6 * Malwarebytes Premium v4.4.8.137-1.0.1474 * CPU-Z Portable v1.97
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

Edited by AdvancedSetup
Link to Specy removed due to issues with host
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  • Root Admin

The link for Speccy was removed - there have been numerous sketchy downloads over the years from that site. The tool has also changed owners about 3 times in the past few years.

If you do need another tool to show hardware I'd suggest HWiNFO

 

Please download HWiNFO the Professional System Information and Diagnostics program.
HWiNFO Portable for Windows

Unzip the program to its own folder such as: C:\HWiNFO
Go to the new folder and locate the file C:\HWiNFO\HWiNFO64.exe and double-click to run it.
Click the RUN button.
Ignore the update, click close.
Click on Save Report and choose HTML and click Next, then Finish
By default, it will create a new report named COMPUTER.HTM in the same folder as the program. C:\HWiNFO
Please zip that file and attach it to your next reply

Thank you

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