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[ RESOLVED ] Malwarebytes Premium won't run

johnhdavidson44
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johnhdavidson44

johnhdavidson44

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I am running WIndows 11 on a Dell XPX laptop. I noticed a few days ago that Malwarebytes Premium was not running. All attempts to restart it have failed. I've tried running MWB from all available places – desktop, taskbar, start menu, and direct from C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe. Nothing works.

I've checked the services app and Malwarebytes Services is scheduled as 'Running' and 'Automatic'. Malwarebytes no longer appears in the Apps > Startup listing (as it used to).

I have run (several times) the MWB Support Tool (latest version) to do a complete clean, followed by a reinstall and reboot. Malwarebytes premium appears to install correctly, but it will not start. After a complete clean, MWB needs to be reactivated. Two other computers on this licence are listed as activated and are running MWB correctly. When I login online and click on "Activate This Device", after trying for some time, I get the message "Device activation failed. Please try again. We were unable to activate your device. Please be sure Malwarebytes is installed and try again." The online activation system is also failing to get MWB running, or is unable to access something it needs in order to do the activation.

MWB support have been unable to offer any suggestions other than to do a clean uninstall and reinstall. They have all the logs but have come up with no solutions.

Other programs are running successfully. I am now relying on Windows Defender for malware security.

I have used MWB on a number of computers for many years and most problems are fixed by a clean uninstall and reinstall, but not this one!

What is preventing an installed version of Malwarebytes from running?

Informed suggestions please!

 

 

 

 

 

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Malwarebytes

Malwarebytes

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***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

 

 

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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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Porthos

Porthos

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Posted
2 hours ago, johnhdavidson44 said:

Informed suggestions please!

To have us assist on the forum, we need the logs as well.

Please do the following so that we may take a closer look at your system.

 

Disable-Fast-Startup <<<<< Important.
https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

Then please restart the computer and then do the following. <<<<< Important.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

NOTE: The tools and the information obtained are 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. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run.
  • 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 the Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply


image.png.79d4442a821713608fa60808a98c2e69.png 

image.png.98d86a6c3017d2bbba48877ea4f6ba45.png

Thank you

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Porthos

Porthos

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I see many .NET errors in your log, I am conferring with a colleague. 

Application errors:
==================
Error: (07/13/2024 12:12:37 PM) (Source: .NET Runtime) (EventID: 1023) (User: )
Description: Description: A .NET application failed.
Application: Malwarebytes.exe
Path: C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe
Message: Failed to create CoreCLR, HRESULT: 0x80004005

Error: (07/13/2024 12:12:36 PM) (Source: .NET Runtime) (EventID: 1023) (User: )
Description: Description: A .NET application failed.
Application: Malwarebytes.exe
Path: C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe
Message: Failed to create CoreCLR, HRESULT: 0x80004005

Error: (07/13/2024 12:12:35 PM) (Source: .NET Runtime) (EventID: 1023) (User: )
Description: Description: A .NET application failed.
Application: Malwarebytes.exe
Path: C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe
Message: Failed to create CoreCLR, HRESULT: 0x80004005

Error: (07/13/2024 12:12:30 PM) (Source: .NET Runtime) (EventID: 1023) (User: )
Description: Description: A .NET application failed.
Application: Malwarebytes.exe
Path: C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe
Message: Failed to create CoreCLR, HRESULT: 0x80004005

Error: (07/13/2024 12:12:27 PM) (Source: .NET Runtime) (EventID: 1023) (User: )
Description: Description: A .NET application failed.
Application: Malwarebytes.exe
Path: C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe
Message: Failed to create CoreCLR, HRESULT: 0x80004005

Error: (07/13/2024 12:12:14 PM) (Source: .NET Runtime) (EventID: 1023) (User: )
Description: Description: A .NET application failed.
Application: Malwarebytes.exe
Path: C:\Program Files\Malwarebytes\Anti-Malware\Malwarebytes.exe
Message: Failed to create CoreCLR, HRESULT: 0x80004005

 

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johnhdavidson44

johnhdavidson44

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Ah-hah! Looks like a promising line of enquiry. Note that I think that I had RESTARTED my computer after switching off FAST START. I just SHUT DOWN and then STARTED the computer and re-ran the diagnostic logs program. I have them if needed, but it looks like the error is possibly revealed anyway.

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AdvancedSetup

AdvancedSetup

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The logs indicate that the hard disk DR1 is possibly failing.

Please verify which disk is Disk 1 and back up all your current personal data to an external USB drive and purchase a replacement drive.

If this is the Windows drive then you'll need to do a clean install of Windows on the new drive

 

System errors:
=============
Error: (07/13/2024 12:48:07 PM) (Source: disk) (EventID: 11) (User: )
Description: The driver detected a controller error on \Device\Harddisk1\DR1.

 

 

 

 

 

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johnhdavidson44

johnhdavidson44

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Thanks. Personal data is continually backed-up on external drives. Disk1 appears to be one of those external drives (D). Online sources indicate that this is not an unusual error, with a variety of explanations. Your 'solution' sounds pretty radical!! I'll run a disk check on that disk, but how would that affect MWB? 
image.thumb.png.192bd98b21fc78683b228ccc67022ad0.png

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johnhdavidson44

johnhdavidson44

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Re. Error: (07/13/2024 12:48:07 PM) (Source: disk) (EventID: 11) (User: )
Description: The driver detected a controller error on \Device\Harddisk1\DR1.

Search "The driver detected a controller error on \Device\Harddisk1\DR1". It's probably not an issue. See, e.g.:

https://answers.microsoft.com/en-us/windows/forum/all/controller-error-on-disk/0fc04d77-b748-4a82-bbdf-858fb83b6d12

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johnhdavidson44

johnhdavidson44

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I am now able to watch the Failed start of MWB in the Event Viewer. I am getting the screen below, but have no idea what to do about it! I reinstalled .Net yesterday but it has made no difference. I error seems to be:  Failed to create CoreCLR, HRESULT: 0x80004005. I don't know what that means. Any suggestions? Thanks.

image.png.59b25d297843772d0df4812bfd534cb9.png

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johnhdavidson44

johnhdavidson44

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MWB support came up with a solution that worked:

It is just a guess, but worth checking in this case, please take a look and let me know:
 
Check the environment variables for these entries:
DOTNET_GCName=clrgc.dll
COMPlus_GCName=clrgc.dll
  • In the Windows search enter sysdm.cpl
  • Select sysdm.cpl from the results
  • In the System Properties window select Advanced -> Environment Variables
Look under both User and System for the following entries. If they are present, these are not there by default, please delete them:

DOTNET_GCName=clrgc.dll
COMPlus_GCName=clrgc.dll

 
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AdvancedSetup

AdvancedSetup

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On 7/14/2024 at 1:00 AM, johnhdavidson44 said:

Thanks. Personal data is continually backed-up on external drives. Disk1 appears to be one of those external drives (D). Online sources indicate that this is not an unusual error, with a variety of explanations. Your 'solution' sounds pretty radical!! I'll run a disk check on that disk, but how would that affect MWB? 
 

I've been doing computer support now for over 35 years. I can promise you that a drive being reported in the Event viewer is on it's way out guaranteed. It might be one day it might be 3 years no one knows but it is a sign of a failing drive. There are in rare instances other issues but by far the most common is a drive that is no longer performing properly.

Regardless if it's an external drive. I would still make sure all data on that drive is backed up to another drive. One never knows when the drive is going to fail and it's much safer to be proactive, but the choice is yours how you decide to deal with it. I'm simply alerting you to the issue.

 

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AdvancedSetup

AdvancedSetup

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Excellent, glad to hear all is well again. I'll go ahead and close your topic now and wish you well.

Please follow the directions below to remove the logs and tools we've used. If any are still left after that you can manually uninstall or delete them.

Take care and stay safe out there. Try to follow as much of the advise below as you can as well.

 

Let's go ahead and do some clean-up work and remove the tools and logs we've run.

Please download KpRm by kernel-panik and save it to your desktop.

  • right-click kprm_(version).exe and select Run as Administrator.
  • Read and accept the disclaimer.
  • When the tool opens, ensure all boxes under Actions are checked.
  • Under Delete Quarantines select Delete Now, then click Run.
  • Once complete, click OK.
  • A log will open in Notepad titled kprm-(date).txt. You can close it.

 

We're glad that we were able to assist you.

 

The following information will help you to keep your computer and data safer as well as improve your overall privacy

  1. Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.
    https://www.howtogeek.com/780233/best-password-manager/
  2. Make sure you're backing up your files https://forums.malwarebytes.com/topic/136226-backup-software/
  3. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download     https://patchmypc.com/about-us
  4. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
  5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 
  6. Please consider installing the following Content Blockers for your Web browsers if you haven't done so already. This will help improve overall security

Malwarebytes Browser Guard

uBlock Origin

 

Cybersecurity basics & protection
Everything you need to know about cybercrime
https://www.malwarebytes.com/cybersecurity

 

Further reading if you'd like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes. Please tell your friends and family if they too need assistance with malware removal

 

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