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Installation stalls at "Running Package Scripts"

michaelrxs
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michaelrxs

michaelrxs

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Trying to install Malwarebytes 4.13.5.4414 on a MacBook Pro running macOS Monterey (12.0.1) and the installation keeps stalling on the step "running package scripts." Tried force quitting and starting over, same thing happened. Tried running in safe mode, same thing happened. I let it run over night, progress didn't move, totally stalled. Never seen this before, any ideas?

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mmeagan25

mmeagan25

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Hi @michaelrxs

Thanks for reaching out! I'm sorry you're experiencing this issue. Can you please tell me where you are installing from? Is it from an older package located on your computer or a direct link? Can you provide me with the exact link you are using? 

In addition, please submit logs from your system so that I can review. You can find the instructions on how to do that below and just reply with the file in this forum post instead of submitting a ticket to Support - https://support.malwarebytes.com/hc/en-us/articles/360038519834

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michaelrxs

michaelrxs

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1 hour ago, mmeagan25 said:

Hi @michaelrxs

Thanks for reaching out! I'm sorry you're experiencing this issue. Can you please tell me where you are installing from? Is it from an older package located on your computer or a direct link? Can you provide me with the exact link you are using? 

In addition, please submit logs from your system so that I can review. You can find the instructions on how to do that below and just reply with the file in this forum post instead of submitting a ticket to Support - https://support.malwarebytes.com/hc/en-us/articles/360038519834

I am downloading directly from the Malwarebytes website - using this link: https://www.malwarebytes.com/mac

The generated log is attached

MWB_Info.zip

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mmeagan25

mmeagan25

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@dokamura Interesting find, thank you for sharing!

@michaelrxs I am unable to reproduce this internally but there are other customers reporting the same issue. I have created a defect to work with the Dev team on. It will take some time to go through the process of finding a resolution but I will definitely keep you updated. In the meantime, if you are interested, you could try what @dokamura shared to see if this works for you, if it even applies.

If you have any questions please let me know. I can also add some free time to your paid subscription (if you have one) since you cannot download the app, feel free to message me directly for that.

Edited by mmeagan25
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michaelrxs

michaelrxs

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20 hours ago, dokamura said:

I had the same issue.

The script gets stuck with my "large" user picture. I changed it in "System Preferences" -> "Users & Groups" to one of the Apple emoji. Shutdown and restart Mac. 

Next Malwarebytes installation completes. Then, choose another user picture. 

This worked for me, thank you so much @dokamura!

@mmeagan25 maybe something to let the Dev team know?

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cnufella82

cnufella82

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Just now, mmeagan25 said:

@cnufella82 Just to confirm, I thought the uninstall/reinstall tool allowed you to install per our pm, or did you try changing your user profile and that provided the workaround to install?

Oh no, I am sorry for confusing you. The uninstall tool worked to uninstall, but not to help me reinstall. I had to do a hard shutdown to "stop" the install. I was still unable to install it until I tried the user picture trick. That worked for me.

 

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mmeagan25

mmeagan25

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@michaelrxs @cnufella82 @dokamura

When you have a moment, can you please provide us with more details regarding the user profile pics you were using. 

  • What file format is being used for the image?
  • What are the pixel dimensions?
  • What size on the disk?

Also, just to confirm, is everyone referring to the profile pic located in "System Preferences" or something else?

image.thumb.png.8b3d12364e80da982ea5d17652205362.png

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cnufella82

cnufella82

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Just now, mmeagan25 said:

@michaelrxs @cnufella82 @dokamura

When you have a moment, can you please provide us with more details regarding the user profile pics you were using. 

  • What file format is being used for the image?
  • What are the pixel dimensions?
  • What size on the disk?

Also, just to confirm, is everyone referring to the profile pic located in "System Preferences" or something else?

image.thumb.png.8b3d12364e80da982ea5d17652205362.png

No, the location was in Users and I had a Memoji prior to changing it to an emoji.

Screen Shot 2021-11-15 at 1.06.16 PM.png

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