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MB Privacy VPN Won't Install


cbotts

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3 minutes ago, cbotts said:

When attempting to install malwarebytes privacy vpn, I am asked to restart my computer to finish installation, but after restarting my computer the program has not been installed. Any suggestions?

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is 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

Thanks

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  • Root Admin

Hello @cbotts

The logs indicate there are some issues with the computer and quite a few things are faulting. Let's do a temporary clean removal of Malwarebytes software. Then do some clean up and see how the computer is running before we reinstall.

 

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions but DO NOT reinstall Malwarebytes at this time. Decline the offer.
  • NOTE: Please have patience as it can take a while to remove and restart the computer.

After the restart please do the following

  • 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

 

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  • Root Admin

Thank you for the logs @cbotts

Let me have you run the following clean-up and verification process and we'll then recheck and see how the computer is running now before we reinstall Malwarebytes.

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, C:\Users\User\Downloads\FRSTEnglish.exe, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real-time antivirus or security software before running this script. Once completed, make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run C:\Users\User\Downloads\FRSTEnglish.exe and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome, and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

Edited by AdvancedSetup
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  • Root Admin

It is odd, strange that it won't complete.

We can reinstall Malwarebytes and Privacy if you like. I'm simply trying to assist you in fixing your computer for free but if you're not interested then by all means go ahead and try reinstalling the programs.

 

MB4 Online Installer
https://downloads.malwarebytes.com/file/mb-windows


Malwarebytes Privacy online installer
https://downloads.malwarebytes.com/file/mbprivacy-online

 

Thank you

 

 

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I understand and appreciate that.

Other than not being able to install VPN privacy, my computer is working swimmingly. 

I did just reinstall the VPN privacy program, and it still asks me to restart and then nothing, i.e. same issue. 

I just don't want to continue to waste your time or mine much longer.

Having said this, I am open to suggestions. 

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  • Root Admin

You're not wasting my time. I'm here to try and help others such as yourself whether or not you use or buy our programs. I appreciate that you purchase them, but it's not required to receive help with cleaning your computer.

I'd recommend we continue to try and clean up the system, or see what is causing it to fail.

If you have the time, so do I 😁

Run the Farbar program again and click on the SCAN button. Make sure there is a check mark in the Addition.txt check box and attach back both new logs and I will review again.

Thanks

 

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