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[ RESOLVED ] MB 4.5.9.198 not showing in systray


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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:

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  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.

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

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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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I'm sorry the software isn't working properly but we'll do our best to help.
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.
  • 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
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Thanks for the logs, using the same support tool, now lets do a CLEAN re-install, which should correct your issue.

Can you please do the following?
  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete
  • NOTE: You can X out of the Privacy VPN install if you do not wish to install it.
Edited by Firefox
corrected note grammer
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1 hour ago, Firefox said:

Thanks for the logs, using the same support tool, now lets do a CLEAN re-install, which should correct your issue.

Can you please do the following?
  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete
  • NOTE: You can X our of the Privacy VPN install if you do not wish to install it.

When the tool tried to download MBAM, it failed due to a "network problem" but MBAM Privacy installed. The tool is still stuck in "reinstall" mode despite this.

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1 hour ago, Firefox said:
Please try installing the latest update using the full offline installer located here to see if that is successful.
Please let us know how it goes.
Thanks

I got it installed and it auto-populated the key. I also turned off fast startup and set the hibernation file to reduced since I don't use hibernation.

Also, MBAM is now in the systray, so it seems the problem is solved. My license is only for MBAM, not Privacy, so should I delete Privacy?

Edited by GlennM2
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48 minutes ago, Firefox said:

Great, glad to here its working fine now... it was probably the fast startup that was causing the issue, but having a fresh install is not a bad thing. If you have no use for Privacy (VPN) you can uninstall it using the control panel.

Am I to understand, then, that this is an intermittent problem between MBAM tray app and fast start? Perhaps it was due to the recent Windoze update? I've not really had this problem on any sort of consistent basis.

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Fast startup has issues with other software as well, not just Malwarebytes, disabling fixes the issue you had at least with Malwarebytes, however there may have been other issues you just had not noticed.  Basically fast startup, when tell your computer to shut down, it basically does not do a full shut down like it used to do with Windows XP and Windows 7. It basically puts the system into deep sleep, tricking the user to think that their computer starts up really fast when all its doing is waking it up, when it does that some apps  are not able to recover the state they were in, hence causing the issue. You don't see it all the time, but in this case it popped up on your system. It would not happen every time, but rather than to deal with the issues its easier to just disable fast  startup.

Speaking of windows updates, sometimes when you install those updates, it may re-enable the fast start up. I usually go and check the setting at least once a month after updating.

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2 hours ago, Firefox said:

Fast startup has issues with other software as well, not just Malwarebytes, disabling fixes the issue you had at least with Malwarebytes, however there may have been other issues you just had not noticed.  Basically fast startup, when tell your computer to shut down, it basically does not do a full shut down like it used to do with Windows XP and Windows 7. It basically puts the system into deep sleep, tricking the user to think that their computer starts up really fast when all its doing is waking it up, when it does that some apps  are not able to recover the state they were in, hence causing the issue. You don't see it all the time, but in this case it popped up on your system. It would not happen every time, but rather than to deal with the issues its easier to just disable fast  startup.

Speaking of windows updates, sometimes when you install those updates, it may re-enable the fast start up. I usually go and check the setting at least once a month after updating.

That makes a lot of sense - I was wondering why my computer would never fully shut down. I use to know that but I'm getting old and forget things more easily even though I was a techie/programmer. I wasn't aware that updates can trigger fast start, though. I really appreciate the extra information on top of your assistance (and Porthos'). Thanks much!

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