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Malwarebytes Support Tools not Launching


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Originally, I was trying to install Malwarebytes Support Tool to see why Malwarebytes wasn't showing in my Windows Security menu. I did try changing the settings in General and the "Add Malwarebytes options to Windows Explorer" but nothing worked. I tried to install the Support Tool directly from the Malwarebytes installed on my desktop and it worked initially but then my computer crashed right after. After restarting, I tried downloading the Support Tool again but keep getting the following message "We were unable to launch successfully, please try again". I tried again after restarting and reinstalling Malwarebytes but nothing works.

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We need some logs to diagnose this.

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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14 minutes ago, KappaBout said:

I tried using the download in the link. Same issue where I get "We were unable to launch successfully, please try again".

If you're unable to run the tool, please try to right-click over the Malwarebytes tray icon and exit out of the program. Then run the following scanning tool for us and we'll review these logs instead to see how we can assist you further.

  Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

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  • Root Admin

Hello @KappaBout

The logs don't show any obvious signs of infection but there are multiple issues going on with Windows Defender failing as well.

Let's try the following fix and see if it corrects the issues or not.

 

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, FRST or FRST64, 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 FRST or FRST64 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

 

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  • 2 weeks later...
1 minute ago, KappaBout said:

Right. I'm just worried why the option to enable only MB doesn't work anymore (like if there's any other underlying issues). If there's none from my past logs, then I'm fine with closing this ticket.

We will wait until Advancedsetup returns to look at the current log.

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  • Root Admin

Thank you that looks good. Please run the following and I'll check back on you tomorrow

 

Microsoft Safety Scanner

Please make sure you Exit out of any other program you might have open so that the sole task is to run the following scan.   
That goes especially for web browsers, make sure all are fully exited out of and messenger programs are exited and closed as well
 

STEP 1

Please set File Explorer to SHOW ALL folders, all files, including hidden ones.  Use OPTION ONE or TWO of this article

https://www.tenforums.com/tutorials/7078-turn-off-show-all-folders-windows-10-navigation-pane.html

STEP 2

I suggest a new scan for viruses & other malware. This may take several hours, depending on the number of files on the system and the speed of the computer.

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system. 

The download links & the how-to-run-the tool are at this link at Microsoft 

https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download

 

Look on the Scan Options & select the FULL scan.

Then start the scan. Have lots of patience. It may take several hours.

  • Once you see it has started, take a long long break;  walk away.  Do not pay credence if you see some intermediate early flash messages on the screen display.  The only things that count are the End result at the end of the run.
  • The scan will take several hours.  Leave it alone. It will remove any other remaining threats as it goes along.  Take a very long break, do your normal personal errands .....just do not use the computer during this scan.

This is likely to run for many hours as previously mentioned  ( depending on the number of files on your machine & the speed of the hardware.)

The log is named MSERT.log  and the log will be at C:\Windows\debug\msert.log

Please attach that log with your next reply.

Thank you

 

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  • Root Admin

We want you to be happy, we just need to perhaps better understand what you want to happen.

The advice from @Porthos who has hundreds of his own personal clients it to run Windows Defender alongside Malwarebytes at the same time.

You can use Malwarebytes as a full replacement for Windows Defender in general though if that is your preference

 

If you want to use both Windows Defender and Malwarebytes at the same time then this should be turned off as shown in Malwarebytes

image.png

 

Then if you open Windows Security it should show similar

 

image.png

 

 

If on the other hand you want Malwarebytes to become the default antivirus scanner then enable the setting in Malwarebytes

 

image.png

 

Which will then produce something similar to the following when you open Windows Security

image.png

image.png

 

This is the current latest version of Malwarebytes

image.png

 

 

 

 

 

 

 

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Thank you @AdvancedSetup. Below is my current settings. I have the option enabled but Windows Defender is still enabled. I turned it off and on again to see if there was any changes but none. Again, it's not really an issue for me if both are enabled as I get double protection like what Porthos said. I was just worried if there was some underlying problem I needed to worry about or not, however, after the multiple scans that were done, it seems like it just may be a system issue on my computer and not malware or the sorts.

image.png.4c66e96068f61e6c3424c4880f016f83.pngimage.thumb.png.4f3c054259a0b3255380e3fd43aae6ea.png

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