Collecting logs with the Windows Support Tool

Tech Writer
Updated
  • Compatible with:
  • Windows

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 your 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 prompted, accept the Malwarebytes Software License Agreement by checking the boxmceclip0.png.
  5. Click Next to complete the installation. 
  6. 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.

Manually gather and upload logs to a ticket

NOTICE - If you encounter the message There was a problem uploading your logs, or you need to upload logs larger than 50 MB, speak to your support agent and they'll provide you with a SharePoint folder where you can share your logs.

To manually gather logs:

  1. On the left navigation menu of the Support Tool, click Advanced.
    • Note: Do not add your ticket number or email. 
  2. In the Advanced Options section, click Gather Logs.
  3. Click OK in the Gather Logs confirmation pop-up window. 
  4. The Mbst-grab-results.zip file is generated and saved.
    • Note: If a pop-up states that Mbst-grab-results.zip is being saved to your Desktop, dismiss the message and continue. The file is not actually saved to your Desktop.
  5. Close the Support Tool.

Follow the steps below to upload logs to your Support ticket:

  1. Click the link to the SharePoint folder provided by your support agent. 
    • Note: This folder is private and can only be accessed by Malwarebytes Support.
  2. Click Select files.
  3. In your File Explorer under This PC, click Users > Public > Public Desktop to find the Mbst-grab-results.zip file. 
    • Note: You may need to enable hidden folder visibility to see these folders.
  4. Find and select the Mbst-grab-results.zip file, then click Open. 
  5. Enter your first and last name, then click Upload.
  6. Once you see the Finished uploading screen, close the browser window.
  7. Finally, reply to your ticket email from Malwarebytes Support to let us know you have uploaded logs to the private SharePoint folder.

To show hidden folders on a Windows 10 device:

  1. Open File Explorer.
  2. Click the View tab at the top.
  3. Check the box for Hidden items.

To show hidden folders on a Windows 11 device:

  1. Open File Explorer.
  2. Click the View menu at the top of the screen.
  3. Select Show.
  4. Check the box for Hidden items.
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