Malwarebytes Support Tool: A Complete FAQ for Home Users

How to Use Malwarebytes Support Tool: Step-by-Step Guide for Windows and macOS

Overview

The Malwarebytes Support Tool (MBST) helps troubleshoot, repair, collect diagnostic logs, and perform clean uninstalls of Malwarebytes products on Windows and macOS.

Windows — Step‑by‑step

1. Requirements
   • Microsoft .NET Framework 4.8 installed.
2. Download & run
   • Download the Support Tool (mb-support-.exe) from Malwarebytes.
   • Open the downloaded file; allow User Account Control when prompted.
   • Accept the Malwarebytes Software License Agreement and click Next.
3. Main dashboard
   • The tool opens to a dashboard with common actions (Repair, Clean, Gather Logs, Upload to ticket).
4. Common tasks
   • Gather logs: Advanced → Gather Logs → OK. A file (Mbst-grab-results.zip) will be saved to Desktop.
   • Upload logs to a ticket: Click “I have an open Support ticket,” enter email and ticket number, Search, double‑click the ticket to upload logs.
   • Clean (full uninstall): Advanced → Clean (or use “Clean” from main actions). Tool searches and removes Malwarebytes installs and prompts to reboot when finished.
   • Repair: Select Repair to attempt fixes without uninstalling.
5. Command-line (silent/automated use)
   • Use mbstcmd.exe with switches:
     • /y — accept EULA
     • /cleanup — uninstall all Malwarebytes products found
     • /noreboot — prevent forced reboot
   • Example: mbstcmd.exe /y /cleanup /noreboot
6. After completion
   • Reboot if prompted. If logs were gathered, attach the zip to your support ticket or confirm automatic upload succeeded.

macOS — Step‑by‑step (overview)

1. Download & run
   • Download the macOS version of the Support Tool from Malwarebytes’ site.
   • Open the .pkg or executable and allow the installer to run (enter admin password if requested).
2. Use the tool
   • Choose actions similar to Windows: Gather Logs, Repair, or Clean/Uninstall.
   • Gathered logs are saved as a zip on the Desktop.
3. Uninstalling
   • Use the Clean/Uninstall option in the tool to remove the app and related files; follow prompts and reboot if requested.

Troubleshooting & tips

• If you see “.NET 4.8 Framework not found” on Windows, click OK in the prompt to get Microsoft’s installer and install .NET 4.8, then re-run the Support Tool.
• If automatic upload fails, use Advanced → Gather Logs, then manually attach the Mbst-grab-results.zip to your support ticket email.
• Run the tool as Administrator (Windows) or with admin credentials (macOS) for full functionality.

Useful commands & filenames

• GUI log file: Mbst-grab-results.zip (saved to Desktop)
• CLI output (Windows): mbst-clean-results.txt
• CLI example: mbstcmd.exe /y /cleanup /noreboot

Sources: Malwarebytes Support documentation (Collecting logs with the Windows Support Tool), BleepingComputer download notes, CERN support docs on mbstcmd.