cgtracydms

Sample and appropriate logs attached Delphi10Seattle-SampleProject.zip

I'm going to preface this by stating that it isn't a rant, but rather genuine concerns and an attempt to get contacted by someone at Malwarebytes who can actually discuss them Since the outage in April, which was clearly a nightmare for everyone involved, we have continued to experience problems with our Malwarebytes Enterprise Edition installation. Specifically, just weeks after the incident, on May 6th, 2013, our database size grew rapidly to the point where it exceeded the 10GB limit imposed by SQLExpress. This brought our entire installation to a screeching halt. I immediately reached out to support using the ticket system. Ticket #336701. It took 3 days to reach a solution, and to add insult to injury, *I* devised the solution before support did. We even submitted detailed steps to support on exactly what we did to resolve it. Now, today, we have again exceeded the database size limit and our installation again is down. As I stated, I'm very concerned with not only the quality and design of the product, but by the inadequate support resources dedicated to it. And before I get pounced on by the fanboys who say that the team is working hard, have more patience, etc. Malwarebytes produces a very solid and well-respected consumer product. This is one of the reasons that our CTO insisted that we implement MEE for our company. However, we paid a fair amount of money for this product with the expectation that it would be well supported and work adequately. It is not and has not. If Malwarebytes was not prepared to support this product then they should not have released it until it, and they, were ready. Now, I am stuck with a non-functional product, not once, not twice, but three times now in a 45 day period of time. That is unacceptable in my opinion and my company is expecting that Malwarebytes make it right.

Has anyone else running the Enterprise Edition experienced the size of the SQL Express database exceeding the 10GB limit within a couple months of installation? Our entire MEE deployment tanked over the weekend because of this. I've already contacted support. The response so far is that it's related to the false positive issue last month and it filled our database. Unfortunately support hasn't yet come up with a viable solution other than uninstall/reinstall which is not acceptable. Our MEE (very pricey paid solution) has been non-functional now for 4 days, 2 of which have been spent waiting for responses from MB's technical support e-mail contacts. I have already attempted direct manipulation of the SQL Express database which has failed because I don't have the login credentials for the DB instance. Any other thoughts or suggestions from the community?

Marcin, How about a status update as to how the new changes are working and progress toward phone support? Thanks!

The Enterprise "fix" you listed is not working. First, MEE has apparently disabled the "infected" clients and none of them will accept remote commands. Second, for the few clients we still have talking to the Management Console, the client will not re-install over itself. Error messages include: "Installation failed. Client software has been installed and registered to this server." and "Installation failed. The client remote operation service might be blocked by anti-virus software such as Windows Defender." We already have an open support request (#330121) but so far haven't gotten any useful information.

Thank you for taking the time to post personally. Unfortunately, none of the fixes your support folks have suggested thus far have worked. At least not for us. Where is your official single point of communication that we can follow to get the fastest updates possible for this issue?

80+

Just received from Malwarebytes support: I've got your information, we are working on a fix for this issue. Please do not reboot your systems. We'll have instructions shortly. Thank you for your patience.