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Malwarebytes turns itself off randomly for a few seconds


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Hello,

 For the past few weeks at completely random times, I will get a notification that Malwarebytes has turned off (to be specific, Windows notifies me that neither Malwarebytes and Windows Defender are turned on.)

I remember last time was about a week ago around 11 pm. However today I just got done doing a full scan of my PC this morning which came up with no results and only a few moments ago I got the same notification of Malwarebytes and Windows Defender being turned off. I immediately tried opening Malwarebytes and it opened with no problems, however it wasn't showing up on the hidden icon menu on the taskbar. It closed by itself and the icon appeared back in the icon menu. After opening it again it's working like nothing happened.

This is a relatively recent issue, I've been using Malwarebytes for years now and this has only happened to me for the past couple of weeks.  I'm hoping this is me just overreacting but it's genuinely making me nervous.

Thank you in advance for helping.

 -William C.

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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: 

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For any of these issues:

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  • 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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3 hours ago, WilliamCas said:

Thank you in advance for helping.

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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4 hours 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 you go.

mbst-grab-results.zip

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6 hours ago, WilliamCas said:

Here you go.

Lets use the same support tool and do a clean uninstall and reinstall.

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

image.png.d407d0d9aa79d7e97585cb4f0bdb0c07.png
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6 hours ago, Porthos said:

Lets use the same support tool and do a clean uninstall and reinstall.

 

 

 

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

 

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

 

Please say no and close the X button on the top right for Privacy.

 

 

image.png.d407d0d9aa79d7e97585cb4f0bdb0c07.png

Sorry if this is a dumb question, but before I do this I want to make sure I understand what I'm doing.

I'm choosing not to reinstall Malwarebytes? Why is that, I still wish to use the program.

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38 minutes ago, Porthos said:

Yes, you do the reinstall of Malwarebytes when prompted by the tool. But you do not install Malwarebytes Privacy when it prompts for that.

Ah sorry, I misunderstood what you said, my bad. After reinstalling Malwarebytes, it gave me an error saying it was cancelled despite Malwarebytes being fully reinstalled, seemingly. I did a normal scan without any problems, am I good now or did something mess up?

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5 minutes ago, Porthos said:

Have you restarted the computer since the reinstall?

Oh, sorry. I didn't. I should of guessed I had to do that. Should I do it now or do I have to reinstall it again first?

Edited by WilliamCas
Forgot to add a question to the response
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I do not see any Malwarebytes issues. I do see an issue with your external drive though. You might want to investigate that.

Quote

Error: (08/28/2022 01:47:54 PM) (Source: disk) (EventID: 154) (User: )
Description: The IO operation at logical block address 0x19e467a40 for Disk 2 (PDO name: \Device\0000004c) failed due to a hardware error.

 

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2 minutes ago, WilliamCas said:

With the external hard drive, do you know if it was the D: drive or the E: drive that has the problem?

Drive e: (Seagate Backup Plus Drive) (Fixed) (Total:4657.4 GB) (Free:1548.14 GB) (Model: Seagate Backup+  Desk SCSI Disk Device) NTFS

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