Collecting logs with the Windows Support Tool

The Malwarebytes' Support Tool helps to troubleshoot, fix, and solve problems with our Desktop Security app. If the Support Tool can't fix the issue, you can use it to collect diagnostic logs. Then, you can upload the logs to a support ticket manually or automatically using the Support Tool.

Requirements

Microsoft .NET 4.8 Framework is required to run the Support Tool on your computer. If you get a .NET 4.8 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.

Step 1 - Download and run the Support Tool

1. Download the 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. If this is your first time using the Support Tool, you will see 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 Support Tool automatically opens.

Step 2 - Upload logs to a ticket

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 our Support team.
   • 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 log generation process begins and the message Getting logs from your machine shows.
5. After the logs are uploaded to your ticket, you are returned to the Main Dashboard of the Support Tool.
6. We will send you an email confirmation shortly after we receive the logs, then please wait for your Support agent to review the logs and email you with further details.
7. Close the Support Tool.