- Compatible with:
- macOS
If you have a ticket with Support, you can upload troubleshooting logs to your ticket using the Support Tool on your macOS device. This tool gathers data that helps us isolate and resolve issues with our app.
To run this tool, your device must be running macOS 12 (Monterey) or higher. If you are on macOS 11 (Big Sur) follow the steps in this article instead: Support Tool for macOS 11 BigSur
- Download the Malwarebytes Support Tool.
- Ignore flags or blocks on your browser as the tool is safe for your device.
- Locate the downloaded zip file FrontendSupportTool.zip in your Downloads. Double-click the file to unpack the Support Tool.
- Double-click the FrontendSupportTool.app file to run the Support Tool.
- You may be asked to confirm you wish to open the tool. Click Open to consent.
- The Support Tool screen appears and lists the steps to troubleshoot and collect logs. Click Enable Troubleshooting Mode to start the troubleshooting process.
- Enter your Mac User Name and Password, then click Install Helper.
- Open the Malwarebytes for Mac app and recreate the issue you are experiencing.
- Once you are done recreating the issue, return to the Support Tool screen and click Collect debug information. Be sure to keep the app open while logs are collected.
- If asked to grant permissions, click Allow.
- Once log collection is finished, save the MWB-Info.zip file to your Desktop.
- After saving the file, return to the Support Tool screen and click Disable Troubleshooting Mode.
- You can now quit the Support Tool by clicking Malwarebytes Support Tool in the top left of your screen, and then clicking Quit Malwarebytes Support Tool.
- Find the newly created MWB_Info.zip file on your desktop and attach it to your reply email to Malwarebytes Support. If the file size is too large to attach, please contact your support agent for an alternative.
Your Support agent will review the logs to further assist you in troubleshooting your issues.