[ RESOLVED ] Updated Malwarebytes, Now It's Crashing

[Eguzky]

So I updated Malwarebytes today, then decided to update Windows 10. That was a few hours ago.

Now, I decided to run a scan while reading, because why not? Except Malwarebytes is crashing every time I try to start a scan.

I don't go to shady web sites, and I have kept up on windows security and malwarebytes, so I don't know why it's crashing.

[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:

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:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
• Multiple Transactions
• Consumer Purchases
• Transaction Receipt

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

[Eguzky]

Here's the file I'm apparently supposed to give?

mbst-grab-results.zip

[Porthos]

34 minutes ago, Eguzky said:

Here's the file I'm apparently supposed to give?

Are the scans standard threat scans or custom scans?

 

[Eguzky]

1 minute ago, Porthos said:

Are the scans standard threat scans or custom scans?

 

I'm not sure what you mean.

I open Malwarebytes and click 'Scan' in the bottom middle of the program's window. So I think it's a standard threat scan?

[Eguzky]

I can't seem to edit my post, but it seems just having it OPEN for a few seconds causes it to crash.

But it's not a full crash; IE: It still running in the taskbar, and I can re-open it.

[Porthos]

Just now, Eguzky said:

I open Malwarebytes and click 'Scan' in the bottom middle of the program's window. So I think it's a standard threat scan?

That is correct.

I suggest using the Malwarebytes Support Tool to clean install Malwarebytes on this system

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

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

 

 

[Eguzky]

4 minutes ago, Porthos said:

That is correct.

I suggest using the Malwarebytes Support Tool to clean install Malwarebytes on this system

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

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

 

 

This seems to have worked, thank you. Although the support tool apparently tried to reinstall twice.

Either that, or MWB asked to reinstall on it's own?

Either way; I reinstalled, then cancelled the second reinstall, and I am running a scan.

[Eguzky]

Scan came back clean. Dunno why the program was being weird.

Ah well; fixed now, thank you! :)

[Porthos]

12 minutes ago, Eguzky said:

Ah well; fixed now, thank you! :)

If you are good I will close and mark this topic as solved.

[AdvancedSetup]

Closing this topic as it's been resolved.