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Everything posted by LiquidTension

  1. Hi @laflaone, Is AdwCleaner the only executable file you're having issues running? Does a folder named AdwCleaner exist in your root system drive folder (e.g. C:\)? Please could you run the Malwarebytes Support Tool and provide the generated file so we can take a closer look at your system. Malwarebytes Support Tool (MBST) Please download MBST using the link below: → http://downloads.malwarebytes.com/file/mbst Once the file is downloaded, open your Downloads folder or the location of the downloaded file. Double-click mb-support-#.#.#.###.exe to run the program. If prompted, place a checkmark next to Accept License Agreement and click Next. Click the Advanced menu on the left. Please do not click Start Repair. Click Gather Logs. Upon completion, click OK. A file named mbst-grab-results.zip will be saved to your Desktop. Please attach the file in your next email reply.
  2. Thanks for the file. Just to confirm, is the button that triggers the Malwarebytes user interface to hang/freeze the one depicted below? Do you have high contrast mode enabled in Windows? Please do the following: Reproduce the issue and wait for the Malwarebytes user interface to hang/freeze. Open the Task Manager. Locate the "Malwarebytes" process. Right-click the process and click Create dump file. Upon completion, a file named mbam.dmp will be saved to your %temp% folder. To obtain the file, press the Windows Key + R on your keyboard at the same time. Type %temp% and click OK. Copy the mbam.dmp file to your Desktop. Right-click the mbam.dmp file and click Send to followed by Compressed (Zipped) folder. Please attach the generated Zip file in your next reply.
  3. Thanks very much. We'll see if we can reproduce the behaviour you experienced. In the meantime, please let us know if you encounter any further issues.
  4. Thanks for confirming. Would you mind carrying out the steps below so we can take a closer look at your current setup please? Malwarebytes Support Tool (MBST) Please rerun the Malwarebytes Support Tool. If necessary, it can be redownloaded using the following link: http://downloads.malwarebytes.com/file/mbst Click the Advanced menu on the left. Please do not click Start Repair. Click Gather Logs. Upon completion, click OK. A file named mbst-grab-results.zip will be saved to your Desktop. Please attach the file in your next reply. When you were experiencing the issue, did it only occur after a scan had been performed by Malwarebytes in that particular Windows session?
  5. That's quite alright. If there's anything else we can assist with, please let us know.
  6. Hi @CrosshavenComputers, The topic linked below has a detailed summary of the differences: https://forums.malwarebytes.com/topic/242329-371-update-personal-computer-vs-home-computer
  7. Hi @espilman, Please carry out the "technical issues" instructions above as the file you've provided is from a legacy troubleshooting tool. ----- Does the issue occur with every type of exclusion? If not, specifically which type of exclusion(s) do you encounter the issue with? Do you have high contrast mode enabled in Windows?
  8. Hi @stevegos, Do you know which Malwarebytes component package version was installed prior to you running the Malwarebytes Support Tool? The issue you've reported was first seen a few months ago and is something we addressed in the most recent component package update (1.0.586) released on April 25th.
  9. Hi @Khaydri, Thanks for the report. This is an issue with the Malwarebytes software that we're aware of. It's not caused by malware on your computer. This is only a visual issue that impacts the drive selection you see within the user interface. When the scheduled scan takes place at the specified date/time, the actual settings selected by you are used. The issue will be fixed in a future version of Malwarebytes.
  10. Thanks for reporting this as well, @chantal11. The Malwarebytes for Windows false-positive was corrected yesterday. You should find the file is no longer detected in a scan/by Malware Protection.
  11. Hi @PhiloMelos, Please carry out the "technical issues" instructions above and message me with the reference number or email address associated with your Malwarebytes Premium subscription. This will help us investigate the issue further. I can also reset your license usage count which will allow you to activate Malwarebytes Premium.
  12. Hi @Kruner, Thanks for the report. We're aware of this issue and are working on a fix.
  13. Thanks for confirming! Please let us know how you get on with the latest version. Regarding the fixlog - the intended result was successful. I'd now suggest running a Threat Scan with Malwarebytes and verify the results are OK.
  14. Hi @Sadasity, Activation is failing due to machine being rate limited by the Malwarebytes license server. This is typically caused by too many activation attempts in quick succession from the same machine. You may need to wait a few hours without performing any activation attempts and then try a single attempt to activate with the correct license key.
  15. First step would be to uninstall it - this will help confirm if it is indeed the cause of the issue. If the Malwarebytes user interface no longer hangs, try installing the latest version. If that doesn't help, try installing an older version.
  16. Hello, Thank you for providing the logs. Am I correct in saying it's the Malwarebytes user interface that isn't responding? The source of the issue is most likely the Huion Tablet software you've recently installed. This is known to cause issues with the Malwarebytes user interface hanging. Please try uninstalling this and rebooting the computer. Please carry out the steps below as well. There are no signs of active malware present on the computer. However, certificates belonging to various Anti-Virus vendors have been set as disallowed, which is often the result of Trojan.Wdfload. Farbar Recovery Scan Tool (FRST) Script Please download the attached Fixlist.txt file. Ensure the file is saved to your Downloads folder. Open your Downloads folder. Inside you should see a file named FRSTEnglish.exe along with Fixlist.txt. Right-click FRSTEnglish.exe and select Run as administrator to run the program. Click the Fix button (not the Scan button). Please be patient. If you are prompted to reboot upon completion, please consent. A log named Fixlog.txt will be saved in your Downloads folder. Please attach the log in your next reply. Fixlist.txt
  17. Hi @Skier, If you haven't uninstalled/reinstalled Malwarebytes since this occurred, please could you carry out the instructions in the topic below so we can take a closer look at the issue. https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/
  18. Hi @rubised8535, The Support team work tickets on a first come first serve basis and will get to your ticket as soon as possible.
  19. Hi @Abidan, The fix for this issue is scheduled for release in an upcoming installer upgrade. I'll provide an update in this topic once it's released.
  20. Hello, The Kaspersky events depicted in your screenshot most likely originates from the product's self-defense/protection functionality in response to Malwarebytes' (normal) attempt to read/access one or more of Kaspersky's processes/files. This is perfectly normal for any system running multiple security products and typically does not have any negative impact on functionality of either program. Unless you're experiencing issues with the computer (e.g. performance degradation), no action should be required.
  21. Great - please let me know if you encounter any further issues.
  22. Hi @casamazon, I'm sorry to hear of your troubles. Please carry out the instructions in the post above so we can take a closer look at the issue. Does the issue still occur when Malwarebytes isn't running? To check, right-click the blue Malwarebytes icon in your system tray/notification area (next to the clock) and click Quit Malwarebytes.
  23. The Malwarebytes My Account portal can be used to deactivate your license key. Refer to the following KB article: https://support.malwarebytes.com/docs/DOC-1037 Avoid the Activate/Download buttons and use the option to Deactivate All for your license key. If you're still having an issue, feel free to message me with the reference number associated with your Malwarebytes Premium purchase. Alternatively, you can contact Malwarebytes Support by email/chat using the following page: https://support.malwarebytes.com/community/contactsupport
  24. Okay. Unfortunately, the service logging containing details on why the license state was reverted will have been lost during the uninstallation. If you wish to now reinstall Malwarebytes and activate Premium, please refer to the following KB articles: Download and install: https://support.malwarebytes.com/docs/DOC-1141 Activate Premium: https://support.malwarebytes.com/docs/DOC-1142 If you encounter any issues with activating Premium, please let us know.
  25. Hello, Please carry out the "technical issues" steps above so we can see exactly why the license state was reverted to free. Thank you!
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