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Posts posted by nangeek

  1. Hello Ninjaguy2000FTW, 

    In order for us to help you with your refund request, you need to submit a support case with the specifics of your purchase.

    Cleverbridge Reference #
    email address used for the purchase
    license information
    If you did not purchase the product from our website, you need to provide proof of purchase that clearly shows the product name, where purchased, full license info.

    Do NOT include any credit card numbers.

    Send your email to: support@malwarebytes.com and our Malwarebytes Customer Success! staff will be happy to help you.


  2. Hello nick22 and welcome to the Malwarebytes Removal forum.  My name is Nan and I will be helping you today.


    For issues such as this that may require additional information about the computer in question, we prefer that you submit a Helpdesk ticket so we can provide you with individualized assistance. 


    You can do that by going to this link and provide the requested information and we will be happy to help you: http://mwb.to/consumerSP.


    Please be specific in your description of the problem, and if a Malwarebytes Anti-Malware scan has been run. 


    Thank you for contacting us and we look forward to working with you,

  3. Hello jamjar,


    Welcome to the Malwarebytes News forum.  My name is Nan and I will be helping you. 


    You can simply install Malwarebytes Premium right on top of your existing Malwarebytes Pro v1.75 installation.   I did that on my computer and it worked great! 


    Let us know if you have any comments or questions.


    Best regards,

  4. “Hello rgabbard,


    Welcome to The Malwarebytes Techbench forum.  Thank you for your request.


    Malwarebytes scan cannot do the scan you want to perform and this is why:


    The scan of an offline registry hive is very risky and will not give you the results you expect.  In fact, even if it does scan the loaded offline registry hive, the drive being scanned won’t map to %systemdrive% which means the loading point and values in the registry will be referencing C: when in fact the system that the registry hive comes from is mapped to D: or other location.  It is not recommended.  In fact it is a very bad idea. 


    You would be better off scanning with a raw file scanner such as an antivirus which is far better suited to such a task although they won't scan the registry either.

    So the best bet, if it won't boot, would be to do an offline scan with an antivirus, let it clean up what it can, then try to boot the system normally or in Safe Mode/Safe Mode With Networking and run MBAM, MBAR and/or Chameleon.


    Thank you for asking about this. 

  5. Hello Ryan,


    I have spoken to one of my colleagues and what we need to see are the entire contents of your Techbench device.  This is necessary in order to confirm our suspicion that permissions may possibly have been altered which could be why the application is not working as you expect. 


    Simply highlight all of the contents of the device, then zip them and it should successfully create the .zip file onto your Techbench device.  If it does, then let me know and I will ask you to provide your contact information in a private message so I can invite you to upload that folder to my box.com folder I created for this purpose.


    Let me know if the device allows or does not allow the .zip file to be written to the device.  


    Thank you,

  6. Ryan,


    I just noticed that I needed to more clearly define what I am asking you to do in this sentence:


    What happens if you have the MBTB device plugged into a computer, then you open the mbam folder and run mbam.exe?


    What I should have said is, "What happens if you have the MBTB device plugged into a computer, then you open the mbam folder ON THE MBTB DEVICE  and run mbam.exe?"


    I apologize for not being clear and I hope that helps you know that what I am asking you to do is run the mbam.exe from the mbam folder on the Techbench device.


    Thank you,

  7. Hello Ryan,


    Since Jake is not available, I am taking a look at the issue you reported to us.  Right now I am attempting to replicate the issue you reported with Malwarebytes Techbench (MBTB) device. 


    I did take a look at the YouTube video you provided, for which we thank you.  That helped me to see that you are not using "silent" settings and that answered my first question which was "did you set the action to occur silently?".  I expected the Malwarebytes Anti-Malware (Portable) GUI to display in your video and it did not which indicates to me that I need to look at this issue more closely to see why that may be happening.


    Is a log created for these scans on the Techbench (MBTB) device?  I know they the scan logs will be in the Logs folder on the device but I need to know specifically if any scan logs are created since this issue started happening?  If they are not, I need to know that.


    What happens if you have the MBTB device plugged into a computer, then you open the mbam folder and run mbam.exe?  Do you see the application GUI?  If so, can you run a quick scan using that GUI and does it display properly?  Does it provide you with the expected log?


    Your answers to these questions will help me understand better how your MBTB device is behaving.


    Thank you,

  8. Hello JamesThom,


    Welcome to the Helpdesk forum for Malwarebytes Enterprise Edition (MEE).  My name is Nan and I will be helping you today.  Thank you for your request.


    To remove any MEE Managed Client that remain listed in the Client Pane, simply right-click on that client and select Remove.  The first question I have is do you have full administrator permissions in MEE to be able to remove clients?  Or do you have limited permissions?  If you are the primary MEE Administrator, you would have full permissions, then I would ask you if you have performed an AD Sync to synchronize the AD groups in MEE with your active AD which should update the client and groups in the Client Pane's computer group list.



    If you have further questions or need further assistance with your MEE installation, please contact our support team at http://www.malwareby...tact_corporate/ and submit a ticket so we can better assist you.  We are happy to help.

  9. Hello dmpacheco,


    Thank you for your reply.  The license expiration dates are based on the purchase date rather than activation date.  If your 1 year license was purchased on 9/12/13, it will expire on 9/12/14.  So you will need to set a alert in your calendar for renewal sometime before the expiration date.


    Does that answer your question?


    Let us know if you have further questions,

  10. Hello dmpacheco,


    Welcome to the Malwarebytes Business Edition support forum.  My name is Nan and I will be helping you today. 


    Your license expiration information is provided in the Cleverbridge confirmation email you should have received after your subscription renewal.  That email is from cs@cleverbridge.com which is our e-commerce partner.   You should check your email spam folder in case that email landed there. 


    If you cannot locate or did not receive your Cleverbridge confirmation email, which contains your product license information, you should go to the following web page and submit a ticket to Corporate Support so we can ask you specific information so we can try to help you locate the information you seek:




    Thank you,



  11. Hello laaroussi,


    Welcome to the Malwarebytes Enterprise Edition (MEE) support forum. 


    Malwarebytes Corporate Product and MEE are two different applications.  In order to ensure the MEE Managed Client is installed you should scan to discover which of the computers in your enterprise environment have the standalone version of Malwarebytes Anti-Malware installed.   Then you should uninstall that product from those computer using the Management Console, then perform a Simulation.  When it passes you can then to a Client Push Install to install the MEE Managed Client onto those computers.


    If you have further questions or need technical help with your Malwarebytes Enterprise Edition please contact our support team at http://www.malwareby...tact_corporate/ and submit a ticket.  We willl get back to you as quickly as we can.

    To check the status of your ticket, go to http://helpdesk.malw...tes.org/access/ and create an account with the same e-mail used to send in the original ticket. Sign in with your e-mail and password if you already have an account.

    Thank you for choosing Malwarebytes!

  12. Hello pipetodevnull,

    Welcome to the Malwarebytes Anti-Malware Mobile support forum.

    Security Audit is meant to identify vulnerabilities on your device and makes suggestions for you.

    The use of GPS Tracking is required for successful use of "Find my phone" feature.  The instructions are meant to let you know you have a choice.  So, you could enable GPS Tracking, tap "Find my phone", then disable GPS Tracking when your use of "Find my phone" is completed.

    Malwarebytes Anti-Malware Mobile is designed to work on android-based devices which includes phones.

    If you have further questions or need technical help with Malwarebytes Anti-Malware Mobile please contact our support team at 

    http://mwb.to/consumerSP and submit a ticket.  We’ll get back to you as quickly as we can.

    To check the status of your ticket, go to http://helpdesk.malw...tes.org/access/ and create an account with the same e-mail used to send in the original ticket. Sign in with your e-mail and password if you already have an account.

    Thanks in advance for your patience and for your support.

  13. Hello ConradTDI,


    Welcome to Malwarebytes Public Forum for Malwarebytes' Anti-Malware Mobile.


    Malwarebytes' Anti-Malware Mobile is intended to work like Malwarebytes' Anti-Malware for your PC.  It is specifically for detecting malware and virus that behave as malware.   It is not intended to replace your existing antivirus application because you need that to detect virus.


    Let us know if you have further questions.

  14. Hi Quinny,

    Thank you so much for your post. I appreciate your efforts to work on this issue and it appears you have had some good results. That is very encouraging!

    You need to know that the TDSS Rootkit is a nasty little fellow that is persistent. Best results are achieved by using the TDSSKiller tool which is written for this rootkit and can detect and remove other rootkits as well.

    Please download TDSSKiller.exe to your desktop


    Execute TDSSKiller.exe by doubleclicking on it

    Press Start Scan

    If Malicious objects are found, ensure "Cure" is selected (it should be by default)

    Click Continue then click Reboot now.

    Once complete, a log will be produced at the root drive which is typically C:\

    For example, C:\TDSSKiller.

    I don't mean to toss a wet rag on your efforts, it's just that we know that rootkits are actually not removed by MBAM although they may be detected and appear to be removed. Rootkits are another creature altogether. I want you to be fully informed and have the tools at hand to take care of the TDSS rootkit.

    Thank you so much for keeping me informed. I am very pleased that these instructions are working for you. I look forward to hearing from you again.

    Best regards,

    Nan Coley

    Malwarebytes Corporation

  15. Quinny,

    Thank you for your quick reply. Revo may not catch the Trend Micro if Trend Micro installation is intact. Meaning, no file bits left over from an ungraceful uninstallation. Rather, an Uninstall utility from Trend Micro may be best. Other than that, installing TM and uninstalling should do the trick. I realize you are not aware of the installation so it may be an older installation. In that case, the Trend Micro removal toolkit would again be your best bet but I've no idea of cost, if any, associated with it. I'm not suggesting you spend your money, but maybe if that was installed, perhaps the uninstaller is nearby at the local site of the installation.

    Here is the entry from your logs for Trend Micro: 2012-06-28 20:00:16 -------- d-----w- C:\Program Files (x86)\trend micro

    Best regards,


    Malwarebytes Corporation

  16. Thank you for your patience while we pored over the information you provided. It is known that there are issues when more than one anti-virus application is installed on a computer. They do not co-exist as peacefully as you might think. I did notice that there was a recent installation of Trend Micro. I would ask you to uninstall it and see if the problem persists. Essentially, process of elimination, going back in time, uninstalling the most recent apps and utilities, will be your best course of action to see what is causing the system to lock up.

    This is not unheard with multiple installations of anti-virus. That is why we recommend that there should be one anti-malware application (MBAM) and one anti-virus application of your choice. I will tell you, and this is just an observation rather than a recommendation, that generally speaking, the free versions of anti-virus have less features, are are thus less robust, than the pay-for subscriptions. Just keep that in mind as you look for anti-virus utilities to use on your system.

    Please keep us advised of your findings as you troubleshoot your system as suggested. I would also suggest that you submit a ticket if this issue persists on www.malwarebytes.org.

    Best regards,

    Nan Coley

    Malwarebytes Corporation

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