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Malwarebytes 4.4.x stopped working


Sron

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Windows 7 SP1

This morning I noticed the malwarebytes icon wasn't in my tray so I went to its directory and clicked on the mbam.exe file to start it. I the get a message that read "Unable to connect to service"

I rebooted the computer and it still didn't work

So I downloaded your Malwarebytes Support Tool and let it run though its process using the home version and no ticket. It asked me to reboot and I did.

Nothing, so I tried again, nothing.

So I removed the software using the control panel, downloaded your latest version from your site and went through the process to install. Then I get an message that an error won't let the software to install.

I run your support tool again and I see that Malwarebytes isn't found, I click on continue anyway and the support tool crashes.

I have Malwarebytes running on another system, (also Win7) and I see my account is up to date. I go to my account on your site and I no longer see the system I am having problems with in when I click on Manage Devices.

I looked for support files to attach but I can't find any.

I did find a folder named mb3migration

I'm at a loss what to do next

 

Edited by Sron
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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:

Spoiler
  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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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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20 minutes ago, Sron said:

Sadly it didn't work.

 

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 @Sron

It looks like somehow you've damaged WMI on the system. It could be due to various possible reasons but we'll see if we can get the computer fixed up and running again.

I see our MBST tool also keeps giving an error running as well.

Let's try doing a bit of clean up first and go from there.

 

 

Please download the attached fixlist.txt file and save it to C:\Users\Ron\Downloads\
NOTE. It's important that both files, 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\Ron\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.

 

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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  • Root Admin

I'm sorry but no I cannot list what will happen. Someone or something has damaged WMI on your system.  Today it is more important than ever to have a properly working WMI

https://en.wikipedia.org/wiki/Windows_Management_Instrumentation

The script I provided is just going to clean up general items and do a disk check, etc. That alone will not fix your computer. It is just a starting place. If we don't fix it then you'll continue to have a rather dismal experience with Windows and at some point need to reinstall Windows. We're trying to head that off if possible.

Reinstalling Windows 7 from scratch is a much more daunting task considering that Microsoft no longer supports that operating system or provides much in the way of drivers and other updates that may be needed. The best thing really would be to upgrade to Windows 10 but even then you'd need to fix WMI first.

 

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  • Root Admin

Please download and run the following tool @Sron

Farbar Service Scanner and run it on the computer with the issue
http://www.bleepingcomputer.com/download/farbar-service-scanner/dl/62/

 

Make sure the following options are checked:

  • Internet Services
  • Windows Firewall
  • System Restore
  • Security Center/Action Center
  • Windows Update
  • Windows Defender

Click "Scan"

It will create a log (FSS.txt) in the same directory the tool is run.
Please attach the log to your next reply.

 

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  • Root Admin

Please download the following Registry file from Bleepingcomputer and save it to your computer.

https://download.bleepingcomputer.com/win-services/7/Winmgmt.reg

 

Then locate where you saved the file and double-click on it to run it and merge it into the Registry.

Then restart the computer and run FSS again and post back the new log.

Thanks @Sron

 

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  • 3 months later...
  • Root Admin

Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Tips to help protect from infection

Thanks

 

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