baktazjam Posted July 9 ID:1647918 Share Posted July 9 (edited) hi there, after a long time i tried to install the mw for pc but mw started telling me that it can not be installed on my pc. i ve xeon 3.6 with 32 gb ddr4 ram , win 10 pro ( 22h2 ) fully updated.. i was using mw b4 on the same pc.. what can be the hurdle ? plz help. by the way i am using bit defender total security is that the reason? Edited July 9 by baktazjam Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 9 Staff ID:1647919 Share Posted July 9 ***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...
David H. Lipman Posted July 9 ID:1647920 Share Posted July 9 Please try the Malwarebytes v5.x Offline installer. Link to post Share on other sites More sharing options...
Staff Ried Posted July 9 Staff ID:1647922 Share Posted July 9 What link did you download the MBSetup from? It would really be helpful in narrowing down where the problem lies. I've asked 3 people who have experienced this and so far, none of them have answered that question. I'd be so grateful if you would tell me. 🙂 Link to post Share on other sites More sharing options...
baktazjam Posted July 9 Author ID:1648014 Share Posted July 9 (edited) 8 hours ago, Ried said: What link did you download the MBSetup from? It would really be helpful in narrowing down where the problem lies. I've asked 3 people who have experienced this and so far, none of them have answered that question. I'd be so grateful if you would tell me. 🙂 i searched mw on google chrome and all the Red Links drove me to this download link : https://www.malwarebytes.com/mwb-download/thankyou log files generated by a support tool is sent to you in pm Edited July 9 by baktazjam 1 Link to post Share on other sites More sharing options...
baktazjam Posted July 9 Author ID:1648015 Share Posted July 9 (edited) 8 hours ago, David H. Lipman said: Please try the Malwarebytes v5.x Offline installer. this time it worked but why the normal way is not working as reported in my question? Edited July 9 by baktazjam Link to post Share on other sites More sharing options...
David H. Lipman Posted July 9 ID:1648021 Share Posted July 9 (edited) 12 minutes ago, baktazjam said: this time it worked but why the normal way is not working as reported in my question? That's what @Ried is trying to ascertain. Edited July 9 by David H. Lipman Edited for content, clarity, spelling and/or grammar Link to post Share on other sites More sharing options...
Staff Ried Posted July 9 Staff ID:1648046 Share Posted July 9 Thank you for the info, I am working with this customer via PM. FYI - there is no need to give users experiencing this the offline installer. Please give them this link instead https://downloads.malwarebytes.com/file/mb5-windows Link to post Share on other sites More sharing options...
baktazjam Posted July 10 Author ID:1648170 Share Posted July 10 15 hours ago, Ried said: Thank you for the info, I am working with this customer via PM. FYI - there is no need to give users experiencing this the offline installer. Please give them this link instead https://downloads.malwarebytes.com/file/mb5-windows why the link provided on yr website is getting a prb Link to post Share on other sites More sharing options...
David H. Lipman Posted July 10 ID:1648172 Share Posted July 10 2 minutes ago, baktazjam said: why the link provided on yr website is getting a prb 16 hours ago, David H. Lipman said: That's what @Ried is trying to ascertain. Link to post Share on other sites More sharing options...
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