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AlexSmith

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Posts posted by AlexSmith

    Your listing has been removed: Copyright Violation - Unauthorized Item

    in Malwarebytes for Windows Support Forum

    Posted · Edited by AlexSmith

    Since this is a legal and EULA related question, you will want to contact our legal department as called out in the EULA.

    Quote

    15. Contact Us.

    If you have any questions regarding this Agreement, you may contact Malwarebytes at support@malwarebytes.com. If you wish to send us a legal notice, please start the subject line of your email with “Attention: Legal Department”.

    Locking thread since this needs to be handled directly with our legal team.

    Can not turn on web protection

    in Malwarebytes for Windows Support Forum

    Posted

    ***This is an automated reply***

    Hi,

    Thanks for posting in the Malwarebytes 3 Help forum.

     

    If you are having technical issues with our Windows product, please do the following: 

    Spoiler

    If you haven't done so already, please run these two tools and then attach the logs in your next reply:

    NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    • Farbar Recovery Scan Tool (FRST)
      1. Download FRST and save it to your desktop
        Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
      2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
      3. Press the "Scan" button
      4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
        • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
    • MB-Check
      1. Download MB-Check and save to your desktop
      2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
      3. This will produce one log file on your desktop: mb-check-results.zip
        • This file will include the FRST logs generated from the previous set of instructions
        • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

    One of our experts will be able to assist you shortly.

     

    If you are having licensing issues, please do the following: 

    Spoiler

    For any of these issues:

    • Renewals
    • Refunds (including double billing)
    • Cancellations
    • Update Billing Info
    • Multiple Transactions
    • Consumer Purchases
    • Transaction Receipt

    Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

    If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

     

    Thanks in advance for your patience.

    -The Malwarebytes Forum Team

    Can not turn on exploit protection

    in Malwarebytes for Windows Support Forum

    Posted

    ***This is an automated reply***

    Hi,

    Thanks for posting in the Malwarebytes 3 Help forum.

     

    If you are having technical issues with our Windows product, please do the following: 

    Spoiler

    If you haven't done so already, please run these two tools and then attach the logs in your next reply:

    NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    • Farbar Recovery Scan Tool (FRST)
      1. Download FRST and save it to your desktop
        Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
      2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
      3. Press the "Scan" button
      4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
        • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
    • MB-Check
      1. Download MB-Check and save to your desktop
      2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
      3. This will produce one log file on your desktop: mb-check-results.zip
        • This file will include the FRST logs generated from the previous set of instructions
        • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

    One of our experts will be able to assist you shortly.

     

    If you are having licensing issues, please do the following: 

    Spoiler

    For any of these issues:

    • Renewals
    • Refunds (including double billing)
    • Cancellations
    • Update Billing Info
    • Multiple Transactions
    • Consumer Purchases
    • Transaction Receipt

    Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

    If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

     

    Thanks in advance for your patience.

    -The Malwarebytes Forum Team

    How to block removal of Malwarebytes w/ passcode?

    in Malwarebytes for Windows Support Forum

    Posted

    Hi @Lisaweb!! Welcome to the Malwarebytes Forums.

    To add on to what @Firefox posted, the User Access feature of Malwarebytes Premium allows you to restrict access to certain of the product with a password. It does not restrict the ability to uninstall the product from within Windows. You can find out more about this feature in the Malwarebytes for Windows user guide which @Firefox linked to above.

    With that being said, restricting a Windows user from being able to uninstall programs or modify system-wide settings can be handled using Standard User Accounts or Group Policies depending on the edition of Windows you are using (e.g. Home, Pro, Enterprise, etc.) and the computing environment you are in (e.g. personal, business, enterprise, ect.). If you want to look in to doing that, I would recommend researching it on Microsoft's website or contacting a local IT professional (e.g. IT consultant, computer repair shop, Geek Squad, etc.) for assistance.

    How to Dissapoint a new customer

    in Malwarebytes for Windows Support Forum

    Posted

    @corvetteguy I am sorry to hear you having issues with Malwarebytes. The article @exile360 linked should allow you to put Malwarebytes in to Free mode.

    Also, I have a feeling that the anti-exploit module might be misconfigured and causing a conflict with Firefox. If you decide to keep the trial of Premium running, can you check that the Anti-exploit settings are set to their proper defaults? Here is a screenshot of that with focus on two settings that if changed will cause recent versions of Firefox to crash due to changes Firefox has made to their web browser.

    Malwarebytes Exploit Settings.png

    erased from my pc

    in Malwarebytes for Windows Support Forum

    Posted

    @jwarndt it sounds like you interrupted an in-place upgrade install of the latest version of Malwarebytes. It's okay, we all make mistakes. It's part of being human after all.

    Anyways, we can help get you back up and running in no time. I requested a fresh email of your original purchase with your key code to your email. Check your email for it.

    If you need to download the latest version of Malwarebytes, you can get it from here: https://downloads.malwarebytes.com/file/mb3

    If you need further assistance, just let us know.

    Web protection and exploit protection won't stay on

    in Malwarebytes for Windows Support Forum

    Posted

    Hi @mp5 and welcome to the Malwarebytes Forums!! I am sorry to hear you are having issues with our product. That's not fun.

    I split your post in to it's own thread so you can get dedicated support and we want to treat each issue individually.

    With that being said let's start off with a clean slate and a fresh installation of Malwarebytes by using our Malwarebytes Cleanup Utility (aka MB-Clean) :

    1. Close any running applications on your computer
    2. Download the latest version of MB-Clean: https://downloads.malwarebytes.com/file/mb_clean
    3. Double click the mb-clean-x.x.x.xxxx.exe file you downloaded then click Yes to accept the EULA and start the cleanup process.
    4. Once the cleanup process is completed, click Yes when prompted to reboot your computer
    5. Upon reboot, click Yes when prompted to automatically download and install the latest version of Malwarebytes
    6. Once installation of Malwarebytes completes, click Ok to finish.

    If you continue to encounter issues after that, then we will need a fresh set of those technical logs you posted so our teams can dig in to this issue a little deeper. 

    Real Time Protection Won't turn on

    in Malwarebytes for Windows Support Forum

    Posted · Edited by AlexSmith

    Hi @Nancy_J, I have moved your reply to its own topic so it can get individual attention. Thanks for posting in the Malwarebytes 3 Help forum.

    If you are having technical issues with our Windows product, please do the following: 

    If you haven't done so already, please run these two tools and then attach the logs in your next reply:

    NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

    • Farbar Recovery Scan Tool (FRST)
      1. Download FRST and save it to your desktop
        Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
      2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
      3. Press the "Scan" button
      4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
        • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
    • MB-Check
      1. Download MB-Check and save to your desktop
      2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
      3. This will produce one log file on your desktop: mb-check-results.zip
        • This file will include the FRST logs generated from the previous set of instructions
        • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

    One of our experts will be able to assist you shortly. Thanks in advance for your patience.

    Can't Activate Malwarebytes

    in Malwarebytes for Windows Support Forum

    Posted

    Hi @PJPS!! Welcome to the Malwarebytes Forums. I am sorry to hear you are having issues with our product.

    The first thing that comes to mind is double checking you are putting the ID and KEY in to the proper fields. In the current version of Malwarebytes, the key value goes in the first field and the ID value goes in the second field.

    If that's not causing the issue, please send me a private message with your license key and ID along with a screenshot of the issue.

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