Arsenal123 Posted July 8, 2022 ID:1524015 Share Posted July 8, 2022 I've been trying to update for the past few days but keep getting this error I've already tried using the support tool to uninstall and reinstall to no affect Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 8, 2022 Staff ID:1524016 Share Posted July 8, 2022 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 More sharing options...
Porthos Posted July 8, 2022 ID:1524017 Share Posted July 8, 2022 2 minutes ago, Arsenal123 said: I've been trying to update for the past few days but keep getting this error I've already tried using the support tool to uninstall and reinstall to no affect 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 More sharing options...
Arsenal123 Posted July 8, 2022 Author ID:1524019 Share Posted July 8, 2022 1 minute ago, Porthos said: 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 here mbst-grab-results.zip Link to post Share on other sites More sharing options...
Porthos Posted July 8, 2022 ID:1524020 Share Posted July 8, 2022 4 minutes ago, Arsenal123 said: here I believe Kaspersky is your issue or at least contributing to it. Kaspersky and Malwarebytes has had long standing issues working alongside each other. Link to post Share on other sites More sharing options...
Arsenal123 Posted July 8, 2022 Author ID:1524023 Share Posted July 8, 2022 (edited) 27 minutes ago, Porthos said: I believe Kaspersky is your issue or at least contributing to it. Kaspersky and Malwarebytes has had long standing issues working alongside each other. Should I try uninstalling Kaspersky first then use the support tool to uninstall and reinstall malwarebytes as I tried updating after uninstalling Kaspersky with no luck. Should I uninstall Kaspersky using the normal method they describe? Also I noticed the support tool asked to reinstall without restarting before Edited July 8, 2022 by Arsenal123 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 8, 2022 Root Admin ID:1524027 Share Posted July 8, 2022 Hello @Arsenal123 Yes, please uninstall all Kaspersky software then restart the computer Then do an MBCLEAN with Malwarebytes, but DO NOT reinstall yet. When it asks to reinstall decline and don't allow it to install anything. Then restart again and get me a new set of Farbar logs FRST.TXT ADDITION.TXT Can you please do the following? 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 the CLEAN button and follow the onscreen instructions but DO NOT reinstall Malwarebytes NOTE: Please have patience as it can take a while to remove and restart to complete After the restart please do the following 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 More sharing options...
Arsenal123 Posted July 9, 2022 Author ID:1524110 Share Posted July 9, 2022 16 hours ago, AdvancedSetup said: Hello @Arsenal123 Yes, please uninstall all Kaspersky software then restart the computer Then do an MBCLEAN with Malwarebytes, but DO NOT reinstall yet. When it asks to reinstall decline and don't allow it to install anything. Then restart again and get me a new set of Farbar logs FRST.TXT ADDITION.TXT Can you please do the following? 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 the CLEAN button and follow the onscreen instructions but DO NOT reinstall Malwarebytes NOTE: Please have patience as it can take a while to remove and restart to complete After the restart please do the following 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 here you go mbst-grab-results.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 9, 2022 Root Admin ID:1524138 Share Posted July 9, 2022 Kaspersky Antivirus still shows it has pieces that were not removed. Please download their removal tool and run it and restart the computer and get me new logs please. http://media.kaspersky.com/utilities/ConsumerUtilities/kavremvr.exe Link to post Share on other sites More sharing options...
Arsenal123 Posted July 9, 2022 Author ID:1524146 Share Posted July 9, 2022 36 minutes ago, AdvancedSetup said: Kaspersky Antivirus still shows it has pieces that were not removed. Please download their removal tool and run it and restart the computer and get me new logs please. http://media.kaspersky.com/utilities/ConsumerUtilities/kavremvr.exe here hope its all removed now mbst-grab-results.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 9, 2022 Root Admin ID:1524152 Share Posted July 9, 2022 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 Discord 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 Link to post Share on other sites More sharing options...
Arsenal123 Posted July 11, 2022 Author ID:1524309 Share Posted July 11, 2022 On 7/9/2022 at 8:53 PM, AdvancedSetup said: 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 Discord 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 18.94 kB · 0 downloads Thanks Hello Should I create a system restore point before doing this? Is it worth first trying to re-install mbam to see if the issue is fixed as obviously I'd prefer not to do this if possible(I'm just very nervous of doing it) will I need to re-enter my WiFi password after (using wired connection) What's is steam html and will it delete any special launch instructions or mods/add-ons for particular games Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 11, 2022 Root Admin ID:1524356 Share Posted July 11, 2022 You can try running the following to update https://downloads.malwarebytes.com/file/mb-windows The clean up probably would not fix the update issue. It is mostly items that would help maintain your system. If you're skeptical of running it that's fine. No need to do. Link to post Share on other sites More sharing options...
Arsenal123 Posted July 12, 2022 Author ID:1524504 Share Posted July 12, 2022 19 hours ago, AdvancedSetup said: You can try running the following to update https://downloads.malwarebytes.com/file/mb-windows The clean up probably would not fix the update issue. It is mostly items that would help maintain your system. If you're skeptical of running it that's fine. No need to do. 19 hours ago, AdvancedSetup said: You can try running the following to update https://downloads.malwarebytes.com/file/mb-windows The clean up probably would not fix the update issue. It is mostly items that would help maintain your system. If you're skeptical of running it that's fine. No need to do. On 7/11/2022 at 12:57 PM, Arsenal123 said: Hello Should I create a system restore point before doing this? Is it worth first trying to re-install mbam to see if the issue is fixed as obviously I'd prefer not to do this if possible(I'm just very nervous of doing it) will I need to re-enter my WiFi password after (using wired connection) What's is steam html and will it delete any special launch instructions or mods/add-ons for particular games Hi I reinstalled mbam earlier and I just successfully updated it a few minutes ago when I clicked check for updates it did that once before then stopped working again but I still had Kaspersky installed so fingers crossed it's fixed Link to post Share on other sites More sharing options...
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