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Firefox

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Everything posted by Firefox

  1. Looks like the install did not take completely. Fast Startup has been know to cause issues with Malwarebytes. Please turn off fast startup in Windows. Then restart. https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html After a restart either use the support tool and do a clean install, or try using the Offline Installer Please try installing the latest update using the full offline installer located here to see if that is successful. Please let us know how it goes. Also I would disable Always register Malwarebytes in the Windows Security Center (this will allow you Windows Defender to be active, together they will protect your computer)
  2. Thanks for the logs.... they will be reviewed. In the meantime you can try a clean re-install to see if it corrects your issue by using the same support tool you just downloaded. Can you please do the following? Download the Malwarebytes Support Tool In your Downloads folder, open the mb-support-x.x.x.xxx.exe file In the User Account Control pop-up window, click Yes to continue the installation Run the MBST Support Tool In the left navigation pane of the Malwarebytes Support Tool, click Advanced In the Advanced Options, click the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete
  3. I'm sorry the software isn't working properly but we'll do our best to help. Is it not showing at all or is it hidden? To begin, please do the following so that we may take a closer look at your installation for troubleshooting: NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system. Download the Malwarebytes Support Tool In your Downloads folder, open the mb-support-x.x.x.xxx.exe file In the User Account Control pop-up window, click Yes to continue the installation Run the MBST Support Tool In the left navigation pane of the Malwarebytes Support Tool, click Advanced In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply Thank you
  4. Support is the only one that can help with License issues. You will have to wait till they contact you. What is your support ticket number? Please do not create more than one ticket as that will only prolong you getting help. Please see if the following helps to address your concerns or issues Create and manage your Malwarebytes Account Manage your payment information in My Account Manage auto-renewal of your Malwarebytes subscription Activate & Manage License Key Install & activate Malwarebytes personal products Change my email address in My Account If those options don't work, then support will have someone assist you.
  5. I uninstalled the MB5, rebooted and re-installed new version and now it works correctly. So something failed during the upgrade. Staff, let me know if you need the logs and I can send them to you, the logs were taken after the update and me not being able to turn on VPN.
  6. Yeah I quit Malwarebytes, even rebooted the PC and still I could not turn on the VPN.
  7. In another topic I noticed there was a newer version out there. I waited a couple days to see if mine would automatically update (I have beta option turned on) and it did not update. I went to the original message where we got invited to test out the beta and clicked on the link, it appears it downloaded v5.0.2.39. I did an in place upgrade sort of like what we do with MB 4. When I did that, it reverted my install to the FREE Version and I had to re-activate it to get the Premium Features. Also the upgrade did not keep my dark mode enabled. Makes me wonder if any other settings did not keep. It also did not turn my VPN feature back on, so it defaulted to OFF (however my selected city was still there) I was not able to turn it back ON either. Even after a restart. Is it because the License Key was for the Preview Build and not the BETA? I can provide logs if needed.
  8. I just downloaded the newer version from the private message they sent us originally and it downloaded a new version which brought up another issues I will post in a new topic
  9. @H4V0C can you confirm it the preview version is supposed to update automatically? I re-downloaded from the link you supplied and it does seem the download link is indeed downloading a newer version. Do we install manually the new version or wait till it updates?
  10. No creating a new ticket will only prolong the process as it would put you back in the end of the line... currently it can take anywhere from 7 to 10 working days to get a reply from support.
  11. Hello and Welcome @alexgimme Sorry your having issues... do you happen to have a support ticket number handy, when did you contact support? This is one issue only support can help with, but maybe someone on the team can check the status for you.
  12. I see why I could not find it.... my dashboard is a little different, maybe I need to update Mine is v5.0.1.24 need to find out how to get the version your on.
  13. I am trying to figure out how you got to that screen section, can you share how you got that screen please?
  14. As for the Process, you can try and right click on the process and tell it to open the file location, look in that folder to see if there is an uninstall.exe file in that folder. If it is a service, you can just disable the service. It is not recommended to delete any files or folders located in C:\Windows\WinSxS folder As for this folder C:\AMD that is just the install folders (in case you have to re-install the software without having to go and download it again), you can just rename the folder to AMD.OLD reboot the computer and if you don't encounter issues you can delete that folder. other than that, the the only other way to do it is a clean install of Windows like @AdvancedSetup recommended.
  15. YES that is correct... you do not need to have the GUI open for it to be active (similar to all other AV/security programs)
  16. If you are using the Premium Version or the 14 Day trial, and you have all modules enabled (turned ON) then yes its always active, even when its in the system tray. The FREE version has no active protection, its On Demand scans only.
  17. Also, can you give us the link to the detection over at VirusTotal as well please?
  18. Hello @milsabords thanks for the report... That being said, its a known issue now and a reply was posted in my topic right over HERE by a staff member
  19. Firefox

    Veterans Day

    Thanks for remembering
  20. Thanks for the info @CristianCP I am in the computer field myself and have many test systems. I always test on my test systems.
  21. Just checking to be sure, if I am running this early version of MB5, we are getting full protection with DB updates and such just like the latest version of MB4 right? Basically is it updating the db with the latest threats? Thanks
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