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[ RESOLVED ] Malwarebytes can't be uninstalled.


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So, malwarebytes said that there was an update available and i had to restart my computer, just as i clicked on the restart button a message: "Unaible to connect the Service" appeared and then my computer restarted anyway, after it restarted, i clicked on malwarebytes to run it to see if it had any problems and it didn't start, then i googled this and found that it could be fixed through the support tool, which i downloaded and used, but it only deleted the desktop shortcut, it also says that all malwarebytes products have been removed from my computer, but when i go to my Program Files, the malwarebytes folder and all of its contents are still untouched. I tried to delete the folder, but it says that the action couldn't be completed because the folder or file is open in another program. I went through my task manager processes and found a "Malwarebytes Service" process, i tried to end task but i got a "The operation could not be completed, access is denied" which is strange because I'm using my administrator user. I also tried to uninstall it from my control panel but it sasy "An error occurred while trying to uninstall malwarebytes version 4.5.7.186, It has already been uninstalled", which is not true at all, the malwarebytes folder is still in my Program Files with all of its contents, malwarebytes is still pinned to my taskbar and if i try to run it, it says "Unable to connect the Service". So far, i have tried to uninstall it through the support tool, control panel, even manually, but it didn't work because the "Malwarebytes Service" is still running. I would like some advice/assistance on how to remove it. (Such as using 3rd party tools like uninstallers or such or some other way). It's very strange, because i haven't had a problem with malwarebytes until now, it was running perfectly and it did the job it was supposed to do, i regularly use it to scan my computer and specific files, i'm feeling kind of bummed out for having to choose another provider now that this kind of problem has occurred, i was satisfied with malwarebytes when it was working properly and didn't cause me this problem.

-CPSC 

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***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:

  • 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

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51 minutes ago, CPSC said:

I would like some advice/assistance on how to remove it.

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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38 minutes ago, Porthos said:

Thanks

No, thank you. It appears that in my lack of experience and panic in the situation, i have forgotten the most important step, which was to restart my computer after uninstalling. Even though after restarting, malwarebytes was still there, the "Malwarebytes Service" process did not start, so i just manually deleted the Malwarebytes folder from my Program Files and that did the job. I appreciate the support, 

-CPSC

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