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Posts posted by LiquidTension

  1. Hi Rich,

    This won't have any impact on your Malwarebytes subscription.

    You ran into an issue with upgrading from Malwarebytes version 3 to Malwarebytes version 4 (beta). We have a defect filed for the issue and hope to have it fixed in the next release. You will need to carry out the instructions above to perform a clean uninstallation with the Malwarebytes Support Tool (refer to the steps labelled as "B"). Afterwards, you should have no issues reinstalling Malwarebytes version 4 using the download link provided.

  2. Hello,

    Thanks for the update.

    • If you quit Malwarebytes (right-click the Malwarebytes icon in the system tray/notification area and click Quit Malwarebytes), does your McAfee product still require a reboot?
    • What types of files are you shredding and where are these files located?


    Please do the following:

    • Open Malwarebytes.
    • Click Settings.
    • Enable the Event log data setting.
    • Download Handle to your Downloads folder: https://docs.microsoft.com/en-us/sysinternals/downloads/handle
    • Extract the contents of the Zip file to your Downloads folder. You should have a file named Handle64.exe in your Downloads folder.
    • Reproduce the issue where you're prompted to reboot, but do not perform the reboot.
    • Click the Windows start button, type CMD, right-click Command Prompt and click Run as administrator.
    • Enter the following command:
      "%userprofile%\downloads\handle64.exe" >> "%userprofile%\desktop\handle_output.txt"
    • Gather logs with the Malwarebytes Support Tool and attach the generated mbst-grab-results.zip: https://support.malwarebytes.com/docs/DOC-2396
    • Attach the generated handle_output.txt (found on your Desktop).

  3. Hello,

    Thanks for the report. Could you carry out the steps below and provide the generated file so we can take a closer look at the issue please:

    Could you provide more information on exactly what you're seeing. What steps are you taking to replicate/experience this issue? Could you provide screenshots as well.
    Are ads no longer being blocked within browsers? Does this occur with all browsers you use or just one in particular?

  4. Thanks for the file. We've seen this issue before and have a defect filed for it.

    Since providing the logs, has the machine been shut down? If it hasn't, do you see a "Malwarebytes Service Installer" listed as a background process in Task Manager? When you open Task Manager, be sure to click the arrow next to More details and look under the Background processes section. You can also find it listed as MBAMInstallerService.exe in the Details tab.

    Please generate a memory dump using the previously provided instructions if the machine hasn't been shut down.

  5. Hi @wheeler47,

    Thanks for reporting this.

    Before doing anything else, please carry out the steps below:

    • Open Task Manager.
    • In the list of processes, look for "MBAMInstallerService".
    • If you find it, right-click the process and click Create dump file.
    • A file named mbaminstallerservice.exe.dmp will be created in your %temp% folder.
    • Press the Windows Key + R on your keyboard, enter %temp% and click OK.
    • Right-click mbaminstallerservice.exe.dmp and click Send to -> Compressed (zipped) folder.
    • Upload the newly created zip file to a file hosting service of your choice and provide a download link.

    Afterwards, please carry out the "technical issue" instructions in the post above.

  6. Hi @boombastik,

    Thanks for reporting this. We'll be looking into this further with internal IPv6 tests.

    To help troubleshoot:

  7. Hello,

    With the latest beta version and DNSCrypt, we haven't experienced any connectivity issues with Web Protection enabled on Windows 7 or Windows 10.

    Are you able to provide some additional data on the issue? Enabling enhanced event log data in the latest beta version, reproducing the issue and then gathering logs with the Malwarebytes Support Tool would be useful.

    Could you also try the following:
    1. Disable DNSCrypt completely (detach the network card by unchecking it and remove service using the option above)
    2. Set your DNS setting in Windows to "Obtain automatically".
    3. Enable DNSCrypt and attach to the network card by checking it.
    4. Enable Web Protection in Malwarebytes version 4.

  8. Thanks for carrying out the instructions, @scooterwoot.

    On 10/4/2019 at 5:28 PM, scooterwoot said:

    should I turn the above setting back to the recommended OFF

    Yes, feel free to. The reason we don't recommend leaving the setting enabled is that it will result in additional disk space being consumed by the more verbose logging. The maximum size of the logging for a public Malwarebytes version is ~110MB.


    It looks like SetupAPI is taking too long to respond and thus the driver is not being installed. This is not unexpected on slow/old systems, which may apply to your computer (especially based on the logging below).

    Processor: Intel(R) Pentium(R) CPU 2020M @ 2.40GHz
    Percentage of memory in use: 95%
    Total physical RAM: 3934.36 MB
    Available physical RAM: 174.91 MB

    You have a corrupt/partial installation of AVG, which I would suggest removing.
    AVG's removal tool can be used: https://www.avg.com/en-gb/avg-remover

    I would also suggest uninstalling other programs you no longer use or have need for (e.g. Wise Care 365 is not a program I would suggest keeping installed. See here).


    Afterwards, do the following:

    • Press the Windows Key + R on your keyboard.
    • Type services.msc and click OK.
    • Look for Malwarebytes Service. Right-click the service and click Properties.
    • Set the Startup Type to "Automatic (Delayed Start)".
    • Click OK.

    Once done, restart the computer and let me know if Malware Protection is enabled or not.

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