Malwarebytes fails to start

[walleroo]

I use Windows 10 pro 64-bit. Suddenly, when I try to start Malwarebytes, I get a Fail to start pop-up (see attached). This is a premium version of Malwarebytes which has been operating as expected until recently. I had been expecting to get the regular report and tried to open Malwarebytes to check why I hadn't received the expected report.

What do I need to do to resolve this issue, please?

[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
   • 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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Thanks in advance for your patience.

-The Malwarebytes Forum Team

[1PW]

Hello @walleroo:

We are sorry to read that the computer has an issue with Malwarebytes for Windows (MB4) failing to start. Please follow the steps below to assist in troubleshooting the issue:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

Edited November 7, 2021 by AdvancedSetup
modified the language for future use

[AdvancedSetup]

Hello @walleroo

Please post back the requested logs so that we can assist you.

Thanks

 

[walleroo]

mbst-grab-results.zipHi, thanks for the responses; apologies for the delay. Here are the logs requested.

[Porthos]

Quote

Installer Version:       4.4.8

I suggest you do the following.

First.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Next.

Turn off fast startup in Windows. Then restart.

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

 

I would  also recommend creating exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues.  Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to show hidden files and folders to see it).

 

 

[walleroo]

Hi, thanks for the instructions. My apologies for the delay; health issues are taking priority.

I was able to turn off the fast start using the TenForums tutorial you linked. After doing this, when I shutdown my computer I got a "getting windows ready" screen and ending up leaving the computer to complete the shutdown overnight.

I use ESET Internet Security; I could not find anywhere there to follow your instructions to "allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components " and of course not being able to start Malwarebytes I couldn't "add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List".

On starting the computer this morning, I found the Malwarebytes Realtime Protection icon in my System Tray (hidden icons). I then found that I could start Malwarebytes normally. It was still showing v4.4.8. I then did a check for updates and Malwarebytes was updated to v 4.4.10 with the prompt to turn on the recently added Brute Force Protection option.

I have not proceeded with the uninstall/reinstall with the Support Tool at this stage.

As Malwarebytes appears to be behaving normally now, should I leave it as is or should I still do the uninstall/reinstall?

 

[Porthos]

32 minutes ago, walleroo said:

As Malwarebytes appears to be behaving normally now, should I leave it as is or should I still do the uninstall/reinstall?

We can leave it be unless issues arise again.

Personally I consider Defender and Malwarebytes sufficient protection. I hate to pay for 2 security products.

 

[walleroo]

Will do. I'm coming to the same view as the "commercial" offerings seem only to be complicating the single offering on all devices model I started with.

Thanks again for your help.