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Malwarebytes Tray application


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My PC (Windows 10) is running Firefox and has been running great for 18 months.  All of a sudden, it has started to lock up.  For example, it will not allow me to move from the browser to excel or any other desktop application.  Sometimes it won't let me open another window in my browser.  It does allow me to run task manager and for a few weeks I was shutting down everything and then rebooting and all was good for a few minutes and it started again.  I quickly realized that an application called Malwarebytes Tray application was always runniing.  Once I used Task Manager to shut it down, my PC worked flawlessly-until Malwarebytes Tray application started up again.  Rinse and Repeat and it works.  But this is really getting old.

I am very close to pulling the plug on Malwarebytes but wanted to stop by the forum and ask for help first.

Help!

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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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11 minutes ago, HotWaterBob said:

Help!

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 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, Porthos said:

I'm sorry the software isn't working properly but we'll do our best to help.

 

Thanks

It won't let me respond with the file attached. 

I get this message so I submitted it to the website

We’re sorry but our system has detected wording in your post consistent with spam, It may be by accident, please try changing the wording and try to post again.
If you’re still unable to, then please contact our Helpdesk

 

 

 

mbst-grab-results.zip

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6 minutes ago, HotWaterBob said:

It won't let me respond with the file attached. 

I got it.

I also see bitdefender installed. Malwarebytes does not work well alongside it.

Spybot is also not what it used to be 10 years ago and is next to useless today.

Please turn off fast startup in Windows. Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

After the restart do the following

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.0eb30643e50ef12fbeaad4854b9eb4db.png
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