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Accidently Installed Malwarebytes Enterprise


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My sister accidently installed malware onto her PC last week, she did not have any anti-malware or anti-virus on her PC at the time. She called another family member and they helped her navigate to Malwarebytes website but, because she was confused by instructions over the phone, somehow clicked Malwarebytes Enterprise instead of personal, and continued installing it with neither party on the phone call knowing she had made this mistake. Now, however, she has the Enterprise version installed on her machine, is unable to use it due to it's lack of user friendly tools, and cannot install the personal version because it gets blocked by Malwarebytes enterprise. I finally got my hands on her computer but am also quite clueless, and I don't feel that I can follow deletion instructions due to her computer running a different operating system than I am familiar with (her machine is on Windows 11, and I am only familiar with Windows 10). How do I go about solving this array of issues, I need to either familiarize myself with the OS enough to go through the lengthy deletion process, and then install the personal version to actually deal with the malicious programs; or, I need to learn how to use the Enterprise tools to be able to deal with the malicious programs first, and then go through deletion afterwards. I would love any assistance that anyone is able to provide! I would have tried to send a support ticket to Malwarebytes support, but due to the situation of what program I exactly need help with, I am not able to. Thank you to anyone who is able to give advice as to what to do to re-secure my sister's PC!

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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: 

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

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