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Malwarebytes doesn't actually get installed. [Windows 7]


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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:

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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.

Screenshots:

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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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4 minutes ago, Grimallday said:

nstalling goes fine but the installation folder is empty and no launcher can be found, running.
Running the Malwarebytes support wizard says its not installed.

Even though Malwarebytes is not installed

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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1 hour ago, Grimallday said:

No Dice, still not installed.

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

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Hi Grimallday:

I don't want to interfere with Porthos' troubleshooting, but while you're waiting for further assistance you should confirm that KB4474419 (rel. 23-Sep-2019) is installed on your Win 7 SP1 computer.   KB4474419 adds SHA-2 code signing support (and is called the the "Microsoft 2019-09 Security Update" <here> in the system requirements) and must be installed before you can install the latest Malwarebytes v4.5.x program.  I assume the current standalone offline installer mb4-setup-consumer-4.5.9.198-1.0.1699-1.0.56987.exe would not even launch unless your system supported SHA-2 code signing but it might be something you want to check.

If your Win 7 OS has Service Pack 1 (SP1) (see the Computer Hope article <here>) but you aren't sure if it supports SHA-2 code signing go to Control Panel | Programs and Features | View Installed Updates and search for KB4474419.  When searching, enter the full KB number in the search box [i.e., search for "KB4474419" (without the quotes) and not a partial string like "4474419"]. Note that AdvancedSetup posted a set of "abbreviated" instructions on 05-Jun-2021 in murph's thread Now MBAM Wants a Microsoft Security Update that is intended for Win 7 SP1 users who already have most of the Windows security updates released prior to end of support on 14-Jan-2020 and just want to install KB4474419.
--------------
64-bit Win 10 Pro v21H2 build 19044.1706 * Firefox v101.0.1 * Microsoft Defender v4.18.2203.5-1.1.19200.6 * Malwarebytes Premium v4.5.9.198-1.0.1699 * Macrium Reflect Free v8.0.6758 * Inspiron 5583/5584 BIOS v1.18.0
Dell Inspiron 15 5584, Intel i5-8265U CPU, 8 GB RAM, 256 GB Toshiba KBG40ZNS256G NVMe SSD, Intel UHD Graphics 620

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  • Root Admin

Hello @Grimallday

 

Please go into Control Panel, Programs, Programs and Features and temporarily uninstall the following

AVG AntiVirus FREE
 

Download and run the AVG Clear program
https://www.avg.com/en-us/avg-remover

 

Uninstall the following as well

Bonjour
CCleaner
Java 8 Update 311 (64-bit)
Java(TM) SE Development Kit 16.0.2 (64-bit)
Shockwave

 

Download and run the Adobe Flash uninstall utility

http://download.macromedia.com/get/flashplayer/current/support/uninstall_flash_player.exe

VirusTotal for Flash uninstall utility
https://www.virustotal.com/gui/file/a967fe37132dfc787f3df0c6836ad7b44abc209826cbf34564ecafc0ff229a2b

 

Once the above items have been completed please restart the computer and run the Farbar scanner again. Then click on the Scan button and attach both new logs

FRST.txt
Addition.txt

 

Thanks

 

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  • Root Admin

Please run the following fix. Once it has been completed, please attach back the FIXLOG.txt file.

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real-time antivirus or security software before running this script. Once completed, make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome, and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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>HKLM\System\...\Parameters\PersistentRoutes: [0.0.0.0,0.0.0.0,26.0.0.1,9256]
Not sure, so probably not.

>Your Home Page and Search Page on Google Chrome look to be bad sites. They are blocked by Malwarebytes, please double-check and verify the correct settings
I have it set to "continue where you left off", and the default setting for a homepage is set to google.ca

Fixlog.txt

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