Gather diagnostic logs for Malwarebytes for Windows

The Malwarebytes Support Tool troubleshoots, repairs, and resolves issues with Malwarebytes for Windows. If the Support Tool is unable to resolve the issue, you can use the Tool to gather diagnostic logs. Logs can be uploaded to an open support ticket manually, or automatically, using the Support tool.

Microsoft .NET 4.0 Framework is required to run the Support Tool on your computer. If you get a .NET 4.0 Framework not found pop-up window when trying to open or run the Support Tool, click OK to download the latest .NET Framework components from Microsoft's download page. Click here to learn more.

Download and run the Support Tool

1. Download the Malwarebytes Support Tool.
2. In the Downloads folder, open the mb-support-x.x.x.xxx.exe file.
3. In the User Account Control pop-up window, click Yes to continue the installation.
4. In the Malwarebytes Software License Agreement pop-up window, check the box () next to Accept License Agreement after consenting to the agreement terms.
5. Click Next to complete the installation. The Malwarebytes Support Tool automatically opens.

Gather logs and upload to a ticket manually

1. On the left navigation pane of the Malwarebytes Support Tool, click Advanced.
2. In the Advanced Options section, click Gather Logs. A status diagram displays the tool is Getting logs from your machine.
3. In the Gather Logs confirmation pop-up window, click OK. A zip file will be saved to your desktop, Mbst-grab-results.zip. 
4. Close the Malwarebytes Support Tool.
5. Reply to the email from the Malwarebytes support team with the zip file attached to your email.

Gather logs and upload to a ticket using the Support Tool

1. On the Support Tool Dashboard, click I have an open Support ticket.
2. Enter the following information in the entry box:
   • Email Address: The email address you used to contact Malwarebytes Support.
   • Ticket Number: The ticket number found in your email with the Support agent.
3. Click Search. If a valid ticket is found, the table populates with details of your ticket.
4. Double-click the ticket. The Tool updates you about the log generation process:
   • A status diagram displays the tool is Getting logs from your machine.
   • When the confirmation message Your ticket has been updated successfully displays, wait for your Malwarebytes Support agent to email you with further details.
   • If you encounter the message There was a problem uploading your logs, gather and upload diagnostic logs manually, as described above.
5. Close the Malwarebytes Support Tool.

Watch this video to see how to gather and upload logs using the Support Tool: