- 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
- Download the Support Tool.
- In the 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.
- 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.
- Click Next to complete the installation. The Support Tool automatically opens.
Step 2 - Gather and upload logs
At this time, users are unable to upload logs to a ticket from the Support Tool. Instead, follow the steps below to collect and upload logs.
- On the left navigation menu of the Support Tool, click Advanced.
- In the Advanced Options section, click Gather Logs. The log generation process begins and the message Getting logs from your machine shows.
- In the Gather Logs confirmation pop-up window, click OK. The Mbst-grab-results.zip file downloads to your desktop.
- Close the Support Tool.
- Click the link to the Sharepoint folder provided by your support agent. This folder is private and can only be accessed by Malwarebytes Support.
- Click Select files.
- In your File Explorer under This PC, click Users > Public > Public Desktop to find the Mbst-grab-results.zip file. You may need to enable hidden folder visibility to see these folders. To show hidden folders:
- Windows 10: Open File Explorer, click the View tab at the top, and check the box for Hidden items.
- Windows 11: Open File Explorer, click the View menu at the top, select Show, and check the box for Hidden items.
- Upload the Mbst-grab-results.zip file to the Sharepoint folder provided by your support agent. Once you see the Finished uploading screen, close the browser window.
- Finally, reply to your ticket email from Malwarebytes Support to let us know you have uploaded logs to the private Sharepoint folder.