Solved Roblox Not Opening

I recently wiped my device of malware recently, and because of the malware, my Roblox won't open. Pop-ups like "An unexpected error occurred and Roblox needs to quit. We're sorry!" appear, or it asks me to post the memory dump on the Roblox Support website. When I wiped the virus weeks ago, I was able to play normally again until I had to restart my device. After restarting, I tried to open the app and play but then the same Pop-ups from weeks ago started appearing. I hope this gets fixed once and for all, thank you. (I am currently performing a clean boot and following these steps [in the picture below], and I have issue B).)

@slaymequeen, first welcome to the forum ! Have you tried to delete "Roblox" then reinstall it from MS Store ?

@flashh4 , yes i have, but this shows up. (i also tried reinstalling from the website as well)

slaymequeen said:

I recently wiped my device of malware recently

Click to expand...

When you say wiped your device, exactly what do you mean? Did you just attempt to clean off malware or did you really wipe your drive? Some malware goes so deep the ONLY way to completely remove every trace of it is a reformat and clean install of windows.

@glasskuter , I didn't wipe my drive. I only used antivirus software and even contacted Microsoft support. After contacting support, signs of the malware disappeared, and I was even able to access Roblox again for two weeks until I restarted my device.

May I ask, do you per chance remember what the name of the malware was and what tools were used to remove it. I was unaware that Microsoft would clean a users machine, or even that their lower level support had the means and knowledge to do so.

Exactly where did you get the phone number that you called for Microsoft support? Why I ask, is that many of the phone numbers one gets when doing a web search for Microsoft support are NOT the real Microsoft. If you got a pop-up on your machine saying you had an infection and to call Microsoft at xxx-xxx-xxxxx, it definitely WAS NOT Microsoft but the hackers that you called.
Did you pay them and did you give them remote access to you computer?

Malware is some cagey stuff and a lot of it these days is tougher to get rid of than viruses. Some of it even has timers set to hit the machine that gets it at some point in the future. Some of it hits all at once, but some of it works in such a way that a system will degrade slowly. Some of it has triggers that will activate it.

@glasskuter , When I contacted support, I chatted with them directly from my Windows Security tab, they then told me to download this scanner called Microsoft Support Emergency Response Tool (MSERT), I scanned for malware then restarted my device, and that was when I got rid of said malware. Sorry for any misunderstanding in my reply (if ever), I'm not exactly familiar with this stuff and am just hoping to fix the problem.

@slaymequeen, if you would like i can have you run some scans to make sure the malware is all gone from your machine or do you think it's all gone ?

@flashh4 , if it's to make sure, then it would be fine. though i do think its all gone since i haven't seen any signs of malware recently.

@slaymequeen , as long as you are satisfied that it's all gone but if at some point you think it's there i will be around ! Best of Luck & Stay Safe !

It sounds like whatever you had damaged some underlying system files.

At the risk of sounding like MS Support, I would start off by doing a SFC scan then a DISM scan and see if your issue persists.. You may need to re-install, it depends whats going on.

In an admin CMD prompt run:

Reboot when done.

Then after you've rebooted, open an admin CMD prompt again and this time type:

Then again reboot, and try installing roblox from the MS Store... There is another powershell command that resets some Appx stuff, but if this doesnt work, and we end up trying the powershell fix and that doesnt work.. I would be ready to re-install in that situation (It is a can of worms at that point)

If any errors occur when attempting the above either take a screenshot or a pic (depending if u can screenshot) and post them here.

@BobOmb , hello, i have tried your suggestion. i just want to confirm some stuff to be sure that what i did was right.
-when you say reboot, it means to restart my device right?
-after doing the DISM CMD prompt, i saw this, and wanted to check if this was normal or not. (check screenshot)
-Roblox still will not work.
thank you!

Yes it means restart the device.

Something is wrong with your sxs folder. It should look like the attached photo when you run that command.

I suggest you run a second scan using something like Malwarebytes to make sure that MS's tool didnt miss anything. https://www.malwarebytes.com/api/downloads/mb-windows?filename=MBSetup.exe

But after that I would run an in place install/upgrade to fix the underlying issues.

Go here: https://www.microsoft.com/software-download/windows11

Use the third option down "Download Windows 11 Disk Image (ISO) for x64 devices"

Once you download the ISO, double-click it to mount it, then double-click setup.exe to do in an in place "repair install" making sure the default option to keep all your apps and data is selected as you proceed.

This message is telling you that you either have no recovery partition or it is corrupt. I suspect your recovery partition has been removed or is damaged.
You can run dism using installation media at boot. Your media has to be the same version of windows you are running. However, my suggestion would be to do a repair install instead which is more straight forward when dism does not work as it should.
Repair Install Windows 11 with an In-place Upgrade Tutorial

Once windows reinstalls and you verify everything is good, you can cleanup the windows.old file the repair install created.

If you persist in the direction of using dism, this article explains how to use dism using an alternate source (ie: installation media).

@BobOmb , I have done your suggestion, and Roblox is finally accessible. Thank you for your help. (Is there anything else I need to do on this thread? I am new and do not know how this forum totally works.)

All good, maybe mark it as solved unless you have anything else to add..

Glad to hear its working