Jump to content

Restart Loop Issue


Recommended Posts

  • 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:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Link to post
Share on other sites

9 minutes ago, GrandMastaJ8610 said:

I wound up in a restart loop and I had to do a system restore to remove the faulty update. Has anyone else had this issue?

That is not a normal issue.

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

Link to post
Share on other sites

  • Root Admin

First I've seen it reported. With a System Restore completed not sure we'd be able to determine the reason at this point but we can try to look at logs in general to see if something on the system might have led to trigger such an issue.

Please post logs as requested

Thank you

 

Link to post
Share on other sites

Alright, I found the issue. It seems a lot of software update programs tend to cause issues. I used PatchMyPC to update it and that's where the issue apparently occurred. I updated Malwarebytes directly from the program's settings and it looks like it works now. I will no longer use PatchMyPC to update Malwarebytes in the future.

Link to post
Share on other sites

I had the same issue. After three reboots, it stopped the reboots, but the new version was not installed. I don't use any software update programs. I went back to the previous build and all is fine with that build. I'm writing this so that MB support can see if this is an issue within this latest update effecting others.

Link to post
Share on other sites

  • Root Admin

We need logs. At this point, millions of people have already updated and these two posts are the only ones out of millions of users that I'm aware of so far.

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are 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

Thank you

 

Link to post
Share on other sites

Sorry no logs, just reporting I had this issue late last night (4/19/2022) after updating to v4.5.8.191 from v4.5.7.186. If you would like me to post logs of my current running system I can do that.

I'm running Windows 10 Pro, x64, OS build 19044.1645.

I also use PatchMyPC, but I see someone has reported this happened to them and they don't use any updating software, so maybe PatchMyPC isn't the issue?

Rather than trying to figure out this issue last night, I just did a partition restore from a several day old backup and I'm now back to normal running v4.5.7.186, with no restarting loop. Yippee!

I did a manual check for updates from within MB v4.5.7.186 about an hour ago and it said there were no updates available. I just checked for updates again while typing this message and it showed an update as being available.

Keeping fingers crossed, I allowed the update to continue, MB restarted and so far no restarting loop. Yippee!

I ended up with v4.5.8.191, Update package 1.0.53929, Component package 1.0.1666. I have not restarted my computer yet, but will do so after posting this message and will update if I have further issues.

Cheers, PB

Link to post
Share on other sites

Hello @Camerc 
Could you please do these steps.
1. From the Start-menu of Windows, do a Windows Restart.
2. Wait until the system settles back in.
3. Download the offline Malwarebytes for Windows installer from : https://downloads.malwarebytes.com/file/mb4_offline
4. Now, go to where the file was saved.     Right-click on the mb4-setup-consumer-4.x.x.xxx-x.....exe and select Run as Administrator and allow it to go forward.

Link to post
Share on other sites

20 minutes ago, Camerc said:

restarted three times after doing a MB upgrade (initiated from MB) and after last restart a MB popup announced it could not install on my machine).

That's what my PC did - without any patch management software installed. Last night, I decided to try the upgrade again from 4.5.7 to 4.5.8 and all went fine.

The computer is Win 10 21H2 (OS Build 19044.1645) 64 bit. Was on this version prior to my attempts to install 4.5.8.

Link to post
Share on other sites

Hi Maurice:

Thanks for the reply. I followed your procedure and it appears to have succeeded in installing the new release.

FYI...the first upgrade ended up with the new Malwarebytes showing as installed in Control Panel but the service would not start up. Event Viewer showed errors:

"The Malwarebytes Service service failed to start due to the following error: 
Windows cannot verify the digital signature for this file. A recent hardware or software change might have installed a file that is signed incorrectly or damaged, or that might be malicious software from an unknown source."

I also saw errors there like:

"A fatal error occurred while creating a TLS client credential. The internal error state is 10013."

Link to post
Share on other sites

@Camerc
Bravo ! Thanks for the information. You hae provided the mbst-zip file so the devs could look at it to see the prior setup logs.
What you want to do now, is: Do a new Windows Restart.
Then when settled back in, launch Malwarebytes for Windows. Then click Settings. Then click and look at the ABOUT tab.   :cool:

Link to post
Share on other sites

today we have had at least 10 computers  (win10 and 11) doing a constant rebooting loop.   actually restarting not crashing.  dumping any open files.  wtf???   eventually managed to get them all unistalled or upgraded to 4.5.8  and seems to have stopped.  looks like all the effected comptuers had 4.5.7  and was trying to upgrade to 4.5.8.  

 

many not happy jans...

customers may not renew when time comes.  whole day wasted sorting it out.  only clue was a event entry saying mb init the reboot.

 

Link to post
Share on other sites

Having the same issue here on about 5 machines.  Following. 

 

I am using Ninite to keep Malwarebytes up to date... Not sure if this has any bearing on the situation, but just tossing it out there.  

 

On 4/19/2022 at 4:43 PM, GrandMastaJ8610 said:

Alright, I found the issue. It seems a lot of software update programs tend to cause issues. I used PatchMyPC to update it and that's where the issue apparently occurred. I updated Malwarebytes directly from the program's settings and it looks like it works now. I will no longer use PatchMyPC to update Malwarebytes in the future.

I think Ninite may be causing the issue for me. Not 100% sure though. 

Link to post
Share on other sites

5 hours ago, JessePereboom said:

I think Ninite may be causing the issue for me. Not 100% sure though. 

I stopped using Ninte years ago. It was breaking activation of Malwarebytes.

I also do not use patch my PC with Malwarebytes because of what happened with Ninite. I use it for everything else though.

Link to post
Share on other sites

  • Staff
20 hours ago, cage22 said:

That's what my PC did - without any patch management software installed. Last night, I decided to try the upgrade again from 4.5.7 to 4.5.8 and all went fine.

The computer is Win 10 21H2 (OS Build 19044.1645) 64 bit. Was on this version prior to my attempts to install 4.5.8.

@cage22 did you use initially a full installer from our dedicated link?

 

On 4/19/2022 at 8:42 PM, cage22 said:

I had the same issue. After three reboots, it stopped the reboots, but the new version was not installed. I don't use any software update programs. I went back to the previous build and all is fine with that build. I'm writing this so that MB support can see if this is an issue within this latest update effecting others.


 

Link to post
Share on other sites

  • Root Admin

After researching this issue, we discovered that we had an invalid certificate on our offline installer that 3rd party installers were using. This was causing the problem when used against recently newer updates.

The issue has been resolved, and you should no longer experience this issue during updates.

 

 

Link to post
Share on other sites

2 hours ago, AdvancedSetup said:

After researching this issue, we discovered that we had an invalid certificate on our offline installer that 3rd party installers were using. This was causing the problem when used against recently newer updates.

The issue has been resolved, and you should no longer experience this issue during updates.

 

 

Great job, thanks to everyone involved.

Cheers, PB

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.