The first phase is a cleanup and does require a Windows Restart.Īfter the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up. Please have lots of patience with the tool. Uninstall and reinstall using the Malwarebytes Support Tool Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool.

You do not need to re-download it.īefore we do anything else, I need for you to do one Shutdown > Restart so that you have a good Restart. The Malwarebytes Support tool is mb-support-1.5.3.749.exe on the Desktop. Check with me first before making changes or doing some thing. While we work this case, please do not run other tools on your own. I noticed you had used HitmaPro at some point. Please attach the ZIP file in your next reply. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. You will be presented with a page stating, 'Get Started!'Ĭlick the Advanced tab on the left columnĪ progress bar will appear and the program will proceed with getting logs from your computer Place a checkmark next to Accept License Agreement and click Next You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Once the file is downloaded, open your Downloads folder/location of the downloaded fileĭouble-click mb-support-1.5.3.749.exe to run the report 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. I would appreciate getting some key details from this machine in order to help you forward.

Please only just attach all report files, etc that I ask for as we go along.

If you will be away for more than 3 consecutive days, do try to let me know ahead of time, as much as possible. Please do not do any changes on your own without first checking with me. Please follow my directions as we go along. Please be sure you run the report below, AND also provide other detail, likeĪ) Does this pc run either Kaspersky Internet Security or Kaspersky Total Security ?ī) Does this pc run some antivirus program supplied by Spectrun ? You made no mention of what version of Windows is on this pc. Let me know what first name you prefer to go by. I will be helping and guiding you, going forward on this case.

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