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spurkza

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Posts posted by spurkza

  1. Thanks for that additional detail. For exclusions, I meant adding SpyShelter files into Malwarebytes exclusions from the Settings > Exclusions tab as detailed here:
    https://support.malwarebytes.com/docs/DOC-1130

    Something else we might try if you don't mind, when you get time, would be to delay the protection start of Malwarebytes to see if letting it load later will help. That can be done from the Settings > Protection tab > Delay Real-Time Protection when Malwarebytes starts.

    I understand BSOD can be disruptive, but so far I've been unable to reproduce this issue, so any additional steps you'd be willing to try with 3.6.1 installed would be greatly appreciated.

      On 10/17/2018 at 10:34 AM, spurkza said:

    Tetonbob - I added folder C:\Program Files\SpyShelter Premium to the Malwarebytes exclusions list.  I tried toggling from Off to On the setting for Delay Real-Time Protection when Malwarebytes starts, but every time leave the Protection settings screen, that setting unsets.  Nonetheless, first reboot after reinstalling 3.6.1, no BSOD.  But other troubleshooting, it took several reboots for the BSOD appears.  I will be more comfortable if no BSOD appears after 48 hours, but no so far not yet in all the troubleshooting.

    As far as SpyShelter tech support, they are in Poland, several hours difference than USA time, so it may be tomorrow before hear back from them.

    OK, the exclusions added cover the SpyShelter.sys file being implicated in the crashes, which is the main file I was wanting to exclude.

    Interesting about the delay start setting. That should not happen. I wonder if you Quit Malwarebytes via the tray icon, relaunch and try again, if it remains in the On position.

    Another possible step to try to isolate if there is something in the new version of Malwarebytes causing the bad interaction between the 2 programs would be to disable Malware Protection for a time. Of course, that leaves the machine not as well protected, so I leave that decision in your hands.

    With regards the protection delay start setting, my colleagues noted there is a known issue where if you slide the toggle rather than click on it, the setting is not retained.

    Hi Tetonbob - SpyShelter tech support provided me a unofficial test updated version of their software.  So far so good after two reboots, but will continue to monitor the next day or so.  p.s. While using their test version, I undid the MBAM exclusion and other setting change you mentioned above.

    Hi spurkza. Thanks for the continued updates. Please do keep me apprised of your status over the next few days.

    Hi spurkza. I wanted to check in with you about the stability of your system, with the test version of SpyShelter alongside Malwarebytes 3.6.1

    Our developers have not seen any indications implicating our drivers in the crash dumps.

    Thanks,

    Bob

    Hi Bob / tentonbob - As of today, I am testing a new test build from SpyShelter with MBAM 3.6.1.  Three reboots so far, no BSODs, but giving this 24-36 hours until later tomorrow Thursday and let you know then.  Thanks, Scott

    Great, thanks Scott. You might also be interested to know, we have a new Component Update which is currently in Beta, and should be shipped later today. Version is 1.0.482 and it will be delivered in a metered fashion, or the metering can be bypassed by using the Settings > Application > 'Install Application Updates' button

    Kind regards,

    Bob

    Hi Bob - After two days of testing a new test build from SpyShelter with MBAM 3.6.1, no BSODs.

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  2. Hi spurkza. Thanks, I'll get this to the developers. Again, SpyShelter is the driver involved in the crash and our drivers are not in the stack. Have you reported this to their team as well?

    If you add exclusions for SpyShelter into Malwarebytes, does that resolve the issue?

    Does this crash happen during a scan, or when Windows loads, or at some other time?

    Thanks,

    Bob

    Hi Tetonbob - The crash happens when Windows is nearly finished loading, that is the screen where you have the system and personal icons on the screen and in the system tray.  In loading, SpyShelter loads early on, and Malwarebytes is the one of the last to load.  MBAM 3.6.1 does not crash while scanning, at least not in the initial scan after installing before any reboots.

    When I install MBAM, rules are Automatically added to SpyShelter so it is a program it recognizes.  I do not see anywhere for exclusions.  I will open a support ticket with SpyShelter and refer them to the Malwarebytes forum thread on this issue and providing them also the Memory dump file.

  3. Hi Tetonbob - again the dreaded blue screen of death.  I have reverted back to MBAM 3.5.1 which is at least stable on my system.  With all done above, I am at a loss how to remedy to upgrade to 3.6.1.  Removing SpyShelter anti-logging software permanently which encrypts keystrokes and data transmissions is not an option as this is protection as perceive the greater security threat - key loggers and screen capture which can readily steal your identity.  Until now, MBAM and SpyShelter acted nicely together.  I am sending to you in the next minutes a private message with the wetransfer link to the latest zipped version of MEMORY.DMP for your and your team's further analysis.  Thanks.

  4. Hi spurkza - thanks for uploading the files. I've forwarded the crash dump to our Dev team for detailed analysis. At first glance in my own cursory analysis of the dump, it looks to me like SpyShelter.sys is implicated in the crash.

    If you temporarily uninstall or disable SpyShelter, does the crash still happen? I understand that what changed most recently on your system was Malwarebytes but our drivers are not in the stack trace, from what I can see.

    Thanks,

    Bob

    Something I noticed while reviewing the FRST logs is that there are some Trend Micro drivers installed; two are running but not all are. Have you recently uninstalled Trend Micro Titanium? If so, you may want to run their uninstall tool:

    https://esupport.trendmicro.com/en-us/home/pages/technical-support/maximum-security/1115650.aspx?referral=1104855

    I'm not saying this is related to the BSOD you reported, but it could help clear the decks of unnecessary drivers.

     

    Thanks Tetonbob - I did have Trend Micro on the machine years ago, though uninstalled then, your link cleanly uninstalled it.  With that gone after a reboot, I was able to install MBAM 3.6.1.  On next reboot, blue screen of death, but on following reboot I quickly disabled and exited SpyShelter prior to MBAM loading which then loaded normally.  The prior one-time disabling and exiting of SpyShelter I surmise must have allowed something to set properly in MBAM.  A few reboots later, no blue screens of death and MBAM loading normally, so keeping my fingers crossed and monitoring for next few days.

  5. MBAM 3.5.1 Premium for Windows 7 on a 32-bit Dell laptop worked fine.  Tried to install MBAM 3.6.1 days ago first without clean install and BSOD upon reboot.  Did a clean install today using the MBAM Support Tool and after rebooting and almost at the end of the reinstalling, a blue screen of death again.  I have attached logs.  I also have the MEMORY.DMP file zipped, but its 139 MB, so if you need, please let know how to send.  I also ran a full drive security scan with MBAM v3.5.1 just prior to the 3.6.1 clean install and no malware found.

    Other security software on this machine Zone Alarm Firewall and Anti-Virus Pro v15.3.060.17669 and SpyShelter Premium v11.2, both latest versions.  

    I have reverted back to MBAM v3.5.1 until this issue is resolved.

    mbst-grab-results.zip

    mbst-clean-results.txt

  6. Thanks celee for your insights.  The overheating while charging issue started when only had Malwarebytes Mobile on the phone.  I only added CoolMaster later for monitoring, and I do not leave it constantly running closing the app when on occasion check the temperature.  Should emphasize from my original post - the phone is charging with the Developer Mode Off setting, a bright multicolored screen appears using more battery juice when charging (similar concept as when trying to talk on the phone while it is charging which rarely do, but this also causes a phone to heat up).  If there is some way MB Mobile can run withe Developer Mode Off with my home screen icons dimmed instead of having the bright multicolored screen while charged, I believe my issue will be solved.

  7. Have Malwarebytes Mobile v2.1.1.16 on my Samsung Galaxy Core Prime (about 18 months old) with Android v5.1.1.  (I am a paid subscriber of your PC MB products).  Before installing the MB Mobile app, on my phone I had Settings icons, Developer Options turned on, and Stay Awake checked so when the phone is charging the home screen with icons is dimmed.  Malwarebytes Mobile as part of its security settings considers Development mode On as an insecure setting.   So I turned Development Options Off to make Malwarebytes Mobile happy.  So when the phone is charging with this setting, a bright multicolored screen appears using more battery juice when charging and causes the phone to overheat to 95 degrees plus, with phone message on screen when unplugged it from charger (happened more than once) says it is cooling down and is hot and shutting down some background apps and the bottom of phone in a case felt quite warm.  Another higher end model of Samsung phones was recalled in the fall, but not this phone.  Over weeks of troubleshooting since Thanksgiving and have not had the problem since before Christmas when turned Developer Options back On with Stay Awake checked, I have not had the overheating problem.  I have an app Cooler Master monitoring the phone's temperature.  In my troubleshooting considering myself moderate to high tech minded, I replaced the battery with a new one (fortunately phone had removable battery), shut down the phone and removed the battery for a couple minutes and put it back in and started phone back up, and dimmed the display to about 60% (not big deal right now outside with low winter sunlight), but nothing really worked until changed the Developer Options Stay Awake setting back On which Malwarebytes Mobile does not like.  I am looking to replace this phone within the next month not with Samsung (for safety cautious, not charging it overnight while sleeping), but posting here in case anyone else having this problem Malwarebytes Mobile with a Samsung as a possible, maybe not only the one, cause of phone overheating.

  8. Have Malwarebytes Mobile v2.1.1.16 on my Samsung Galaxy Core Prime (about 18 months old) with Android v5.1.1.  (I am a paid subscriber of your PC MB products).  Before installing the MB Mobile app, on my phone I had Settings icons, Developer Options turned on, and Stay Awake checked so when the phone is charging the home screen with icons is dimmed.  Malwarebytes Mobile as part of its security settings considers Development mode On as an insecure setting.   So I turned Development Options Off to make Malwarebytes Mobile happy.  So when the phone is charging with this setting, a bright multicolored screen appears using more battery juice when charging and causes the phone to overheat to 95 degrees plus, with phone message on screen when unplugged it from charger (happened more than once) says it is cooling down and is hot and shutting down some background apps and the bottom of phone in a case felt quite warm.  Another higher end model of Samsung phones was recalled in the fall, but not this phone.  Over weeks of troubleshooting since Thanksgiving and have not had the problem since before Christmas when turned Developer Options back On with Stay Awake checked, I have not had the overheating problem.  I have an app Cooler Master monitoring the phone's temperature.  In my troubleshooting considering myself moderate to high tech minded, I replaced the battery with a new one (fortunately phone had removable battery), shut down the phone and removed the battery for a couple minutes and put it back in and started phone back up, and dimmed the display to about 60% (not big deal right now outside with low winter sunlight), but nothing really worked until changed the Developer Options Stay Awake setting back On which Malwarebytes Mobile does not like.  I am looking to replace this phone within the next month not with Samsung (for safety cautious, not charging it overnight while sleeping), but posting here in case anyone else having this problem Malwarebytes Mobile with a Samsung as a possible, maybe not only the one, cause of phone overheating.

  9. Here's the email I received (with personal information removed).  Of course, any future unathorized charges, especially a year from now (usually monitor credit card online multiple times a month before end of statement billing cycle), will in good faith try to make an attempt to resolve, or else failing that as a last resort, do a chargeback with my credit card issuer.

     

    From: cleverbridge / Malwarebytes Corporation <cs@cleverbridge.com>  
    Subject: Reference # ########: Subscription for Malwarebytes Anti-Exploit Premium canceled
    Date: Fri, 27 Jun 2014 23:51:08 +0000
    To: <emailaddress>

    Dear (name),
    Subscription canceled
    Your subscription of "Malwarebytes Anti-Exploit Premium" has been canceled.

    Your subscription for "Malwarebytes Anti-Exploit Premium" started on 6/27/2014. Please follow this link and open the PDF receipt to view your order details.

    Support options
    Technical and product-related support
    If you have any technical or product-related inquiries, you may contact Malwarebytes Corporation using the following information:
    Corporate Support web site: http://www.malwarebytes.org/support

    For subscription help with billing, renewals, adding seats or to cancel:

    Corporate Sales email: corporate-sales@malwarebytes.org

    Payment and order-related support
    If you have any payment or order-related inquiries, feel free to contact cleverbridge Customer Support.
    Sincerely,
    cleverbridge Customer Support

  10. Appears to be good news.  I emailed <cs@cleverbridge.com> From address above, making it clear want to keep the subscription for the next year I just purchased, but canceling the auto renew.  Less than an hour later, they responded with an automated email that they processed my request.  I will check my credit card statement online in a few days to confirm all is well, that I am charged the $24.95 for the upcoming year.  Not as convenient as the orange button, but am happy this is taken care of timely.

  11. Just purchased MBAE premium, no orange button as you describe to cancel auto-renewal.  Below is the email I received (with personal details removed).  Please advise.

     

    From: cleverbridge / Malwarebytes Corporation <cs@cleverbridge.com>  
    Subject: Reference # ########: Your Malwarebytes Anti-Exploit Premium order
    Date: Fri, 27 Jun 2014 22:05:52 +0000
    To: <emailaddress>

    Dear (name),
    Thank you for your order.
    Below you will find your cleverbridge reference number. To ensure the most prompt and efficient service, please always refer to your reference number when contacting us.

    Your cleverbridge reference number: ########
    Payment information
    Your credit card (xxxxxxxxxxxxx####) has been successfully authorized. Please note that the charge on your credit card will appear as "CBI*MALWAREBYTES CORP."
    Your products
    Qty.
    Product name
    Delivery
    1
    Malwarebytes Anti-Exploit Premium

    1 Year Subscription, 1 License per 3 PCs

    Download


    Download

    File size: 2 MB.

    Your download link is valid until 6/27/2015.

    Your Malwarebytes Anti-Exploit license key(s) is below.
    ID: ****-****
    Key: ****-****-****-****
    Please ensure you keep this license information in a safe place for future reference.

    To activate your product please do the following:

    If you do not yet have Malwarebytes Anti-Exploit installed, you can download it above.
    Open Anti-Exploit (double-click on the orange shield icon on the traybar next to the clock)
    Go to the “About” tab and click the “Activate” button to enter your ID and Key.
    Important: Please make sure you are COPYING and PASTING the ID and Key directly from the confirmation email into the proper fields. The code is case sensitive and contains letters and numbers that can be easily confused, so make sure you distinguish between the letter "O" and the number "0" if you enter the code manually. Also, be careful when pasting that there is no empty space at the end of either the ID or KEY

    You are subscribed to a multiple payment product.
    The next payment of $24.95 is due on 6/27/2015.

    Your purchase documents
    Adobe Acrobat Reader is needed to open this PDF file. If this software is not yet installed on your computer, please download a free version here.
    6/27/2014
    Invoice
    Download PDF
    Support options
    Technical and product-related support
    If you have any technical or product-related inquiries, you may contact Malwarebytes Corporation using the following information:
    Corporate Support web site: http://www.malwarebytes.org/support

    For subscription help with billing, renewals, adding seats or to cancel:

    Corporate Sales email: corporate-sales@malwarebytes.org

    Payment and order-related support
    If you have any payment or order-related inquiries, feel free to contact cleverbridge Customer Support.
    Sincerely,
    cleverbridge Customer Support

  12. Doing some Googling since my OP, found below URL post this for MBAM product, which assume also applies for MBAE, but hoping for an update to below posted in April.  I also like the manual renewal as found on renewals on other software, maganzines, etc., taking advantage of any sales, etc. just before expiration.  Like MBAM Premium, hopefully Malwarebytes will have soon have some authorized online etailers selling MBAE Premium (since it just released this week, have not found others selling it, which is somewhat to be expected).

     

    https://helpdesk.malwarebytes.org/entries/52787733-How-do-I-cancel-automatic-renewal-for-Malwarebytes-Anti-Malware-Premium-

     

    Support
    posted this on Apr 16 04:41 PM

    To cancel automatic renewal for Malwarebytes Anti-Malware Premium, please either:

    If you have additional questions or need assistance with this particular scenario, please contact customer support at http://www.malwarebytes.org/support/consumer/contact/

  13. Is MBAE Premium yearly subscription manual or automatic using a credit card?  I encountered the message below before making a purchase.  I prefer manual, letting myself decide before the expiration date when to renew, depending on current monthly cash flow.  Though I currently use MBAE latest beta and happy with it, my decision whether or when to upgrade is dependent on this.  If automatic, have to wait until I have a credit card that expires less than a year from now.  Too many problems with automatic billing (not MB) with other prodcuts and services in the past.

     

         'I confirm that I am signing up for a subscription product that will be billed in regular intervals. Continued use of the purchased product is contingent upon my payment of the subscription. Details about the price and frequency of the billing were shown to me in the shopping cart above.'

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