Original message (Jan 27, 2018):
Earlier this morning, we published a protection update that caused connection issues for many of our customers. As a side effect of the web protection blocks, the product also spiked memory usage and possibly caused a crash. We have triaged this issue and pushed a protection update that resolves it.
If the update does not resolve the issue automatically for you, please shut down web protection, check for protection updates, and restart your computer.
The root cause of the issue was a malformed protection update that the client couldn't process correctly. We have pushed upwards of 20,000 of these protection updates routinely. We test every single one before it goes out. We pride ourselves on the safety and accuracy of our detection engines. To say I am heartbroken is an understatement.
We are working hard to not only triage your issues and get your computer or business back up and running but to also rebuild your trust. We are going to overhaul how we publish these protection updates so that this never happens again.
I am personally available to discuss both on this forum via personal message or at firstname.lastname@example.org
Updated message (Feb 2, 2018):
I have split my time over the last five days helping many of you resolve remaining issues due to this weekend’s incident and listening to your feedback. A key takeaway was the need for fuller documentation on how we intend to prevent incidents like this in the future. You can find a response from Malwarebytes Research and Engineering outlining that here. For a complete description and root cause analysis please click here.
Next week we will also be introducing a status page that indicates if Malwarebytes is having issues with any updates or with accessibility to any of our systems. The status page will be used to supplement customer communication, not replace it.
If you're in need of steps to remedy the issue, please go here:
For assistance on how to recover for home users, please click here
For assistance on how to recover for corporate users, please click here
Note: edits made by msherwood to adjust formatting and layout of Marcin's post.