Jump to content

Malwarebytes installation stuck at 5% on Windows 10

g_lac

By g_lac
in Resolved Malware Removal Logs

 Share

Recommended Posts

  • Staff
Malwarebytes

Malwarebytes

Posted
  • Staff
Posted

***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:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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
Porthos

Porthos

Posted
Posted
19 minutes ago, g_lac said:

here i got the logs

 

It is unusual to see Windows 10 IoT Enterprise LTSC 2021 on a home computer. That being said, some info was missing in your log.

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

 

Link to post
Share on other sites
g_lac

g_lac

Posted
  • Author
Posted
11 minutes ago, Porthos said:

 

It is unusual to see Windows 10 IoT Enterprise LTSC 2021 on a home computer. That being said, some info was missing in your log.

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

 

FRST.txtAddition.txt

Link to post
Share on other sites
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

Good day, @g_lac

The logs indicate that the computer appears to potentially be infected. Is that why you were trying to install Malwarebytes?

I'm also curious, as was @Porthos, why you have or choose to use Microsoft Windows 10 IoT Enterprise LTSC Version 21H2 19044.1526 (X64) Language: English (United States)  instead of a normal Windows 10 desktop version.

 

BIOS: American Megatrends Inc. F2 08/06/2015
Motherboard: Gigabyte Technology Co., Ltd. H81M-DS2
Processor: Intel(R) Core(TM) i3-4160 CPU @ 3.60GHz

 

 

Link to post
Share on other sites
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted

The IoT Device OEM licenses the device to the user with the software attached to the device as a complete product and passes through specific Windows terms in their own IoT OEM agreements.

The OEM provides the customer support for their complete product, including the functions performed by the operating system

 

Have you contacted the vendor?

 

Link to post
Share on other sites
g_lac

g_lac

Posted
  • Author
Posted
7 hours ago, AdvancedSetup said:

Good day, @g_lac

The logs indicate that the computer appears to potentially be infected. Is that why you were trying to install Malwarebytes?

I'm also curious, as was @Porthos, why you have or choose to use Microsoft Windows 10 IoT Enterprise LTSC Version 21H2 19044.1526 (X64) Language: English (United States)  instead of a normal Windows 10 desktop version.

 

BIOS: American Megatrends Inc. F2 08/06/2015
Motherboard: Gigabyte Technology Co., Ltd. H81M-DS2
Processor: Intel(R) Core(TM) i3-4160 CPU @ 3.60GHz

 

 

Yes, its infected by some sort of malware that keep showing me this on my window defender image.png.287a76a2151b63aa7ff068c61771b8a5.png

 

Link to post
Share on other sites
g_lac

g_lac

Posted
  • Author
Posted
7 hours ago, AdvancedSetup said:

The IoT Device OEM licenses the device to the user with the software attached to the device as a complete product and passes through specific Windows terms in their own IoT OEM agreements.

The OEM provides the customer support for their complete product, including the functions performed by the operating system

 

Have you contacted the vendor?

 

i dont know, i bought it from a local pc shop, they gave me this window 10 IoT Enterprise LTSC, should i change my window or reinstall a new one ?

Link to post
Share on other sites
  • Root Admin
AdvancedSetup

AdvancedSetup

Posted
  • Root Admin
Posted
59 minutes ago, g_lac said:

i dont know, i bought it from a local pc shop, they gave me this window 10 IoT Enterprise LTSC, should i change my window or reinstall a new one ?

I would personally try to get my money back or get a valid license for a normal retail version of Windows.

 

Backing up your data and reinstalling Windows based on the guide below would be my advice.

 

Greg Carmack - MVP 2010-2020 -Clean Install Windows 10
https://answers.microsoft.com/en-us/windows/forum/windows_10-windows_install/clean-install-windows-10/1c426bdf-79b1-4d42-be93-17378d93e587

How to Create a Local Account While Setting Up Windows 10
https://www.howtogeek.com/442792/how-to-create-a-local-account-while-setting-up-windows-10/

 

Link to post
Share on other sites
g_lac

g_lac

Posted
  • Author
Posted

hey thank you so much, but i went on microsoft community forums to find a way to fix it and i actually found a way to fix it

i installed Malwarebytes and disinfected my computer
i appreciated both of you taking your time to help me out with my issue. 

Link to post
Share on other sites
Guest
This topic is now closed to further replies.
 Share
Go to topic listing

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.