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exile360

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Everything posted by exile360

  1. Thanks, Please try a clean install to see if it helps, but I actually suspect the system might be infected and that may be what is causing these issues but please try this first to see if it works as I could be wrong: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here If that does not resolve the issue then please go ahead and follow the instructions in this topic and then create a new topic in our malware removal area by clicking here and one of our malware removal specialists will assist you as soon as one is available.
  2. Greetings, I'm sure you likely already have, but I just wanted to make certain you checked that port 445 is not blocked in the Windows Defender Firewall with Advanced Security and likewise that all of the rules for file and printer sharing are enabled and set to allow for incoming connections as well as outgoing on the desktop. Also be sure to verify that your network connection for your desktop is configured as a Home connection, not a Work or Public connection otherwise it won't be able to share anything or allow network discovery connections. Beyond those basics all I can recommend is perhaps contacting Microsoft Support here for assistance or posting on their forums here. I hope this helps, but if not, perhaps someone else on the forums here has some better ideas and is more versed in these types of issues (I tend to disable all sharing/remote capabilities for security since I use a standalone device).
  3. Just to add, if you haven't actually created an account at My.Malwarebytes.com yet (it has only existed for a year or two now), then you should still be able to set up your account by following the instructions in this support article. Since you no longer have access to your original purchase email then just use your current email address and then try adding your license key to your account as described in this support article. You can also change your email address by following the instructions in this support article. If that fails to resolve the issue then Support will be able to assist you in getting everything set up properly.
  4. Greetings, Please do the following so that we may take a closer look at your installation to try and determine what is going on and hopefully get it resolved: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Thanks
  5. Greetings, You should find the Malwarebytes 4 user guide here to be most useful. It gives the details about the new UI and features of the software. If you check under settings by clicking on the gear icon in the upper right and select the Security tab you will find the following options under Scan options: Scan for rootkits this is disabled by default, however I personally recommend enabling it though it will make scans take longer Scan within archives yes, Malwarebytes still scans RAR files and other archive file formats User artificial intelligence to detect threats (scans may take longer) this is the new heuristics engine which combines AI/Machine Learning, cloud capabilities and advanced heuristics detection techniques into a new/enhanced module for the detection engine; it is an enhanced version of the Shuriken engine from Malwarebytes 3 It's normal for most updates not to require a reboot. Malwarebytes tries to avoid requiring a reboot if possible following updates, however if in-use files need to be replaced then it will prompt you to reboot.
  6. In the situation being described in the video regarding the lifetime license, every single time I am aware of where this has occurred, the customer contacted Malwarebytes Support (which anyone can do via the form on the bottom of this page) and Support was able to look up their original license/purchase information and get their license back to them. The only cases I know of where anyone ended up having to buy the subscription version after having issues with their lifetime licenses were either incidents of piracy or where the user could absolutely not prove in any way that they had a lifetime license (i.e. they don't know the name on the credit card used to purchase the license, no Cleverbridge reference number from the purchase, no license key, they don't know the email address registered for the account, they have no receipt, no box/CD if the license came from a physical copy of the software etc.) however such incidents are very rare based on what I've seen. It sounds like the individual in the video saw that the license info was no longer present, never had the customer attempt to contact Malwarebytes Support and just assumed that the only recourse the customer had was to purchase a single year subscription license, however I am certain Support would have been able to sort the issue out and get the customer their lifetime license key back, and again, I say this because I have seen many occasions where this exact issue happened for various reasons like hard drive failures, the customer reinstalls Windows without writing down their key and they don't have it backed up anywhere, they sell their old computer that had their key on it etc. Malwarebytes has the history of every legitimate license key documented, so if a customer has an issue like this they really just need to contact Support and they should be able to get it sorted out.
  7. Excellent, I'm glad that it worked Please let us know if there is anything else we can help with. Thanks
  8. Thanks, I'll be sure to update my report. Please let us know if you find any new developments.
  9. Excellent, I'm glad to hear it If there is anything else we might help you with please let us know. Thanks
  10. Greetings, If you never created an account at My.Malwarebytes.com then you won't be able to log in yet. If you haven't created an account then it should be pretty easy to get it set up. Just follow the instructions in this support article to create your account using, if possible, the same email address you used when you originally purchased your license so that syncing it up with your account should be automatic. If you aren't able to use the same email then please refer to the instructions in this support article for details on adding your license to your account manually. If the issue still isn't resolved then please contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will be able to assist you in getting everything set up. I hope this helps and if there is anything else we might assist you with please let us know. Thanks
  11. I still see a few traces but nothing that appears to be active in memory so they shouldn't cause any conflicts with Malwarebytes. If it is still getting stuck during scans lets try a clean install to see if that corrects it. It may just be that one of Malwarebytes' configuration files or drivers is corrupted or didn't install correctly after an update causing it to fail to scan so hopefully this will fix it: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here Once that is done go ahead and update Malwarebytes and try to run a scan to see if it is now able to complete or not and let us know how it goes. Thanks
  12. Right, if you don't think you can get into Safe Mode without locking yourself out then skip trying to log into Safe Mode but do what you can to eliminate those remnants of Avast, reboot the system and see how things are running and create a fresh set of logs with the Support Tool and provide them in your response. Thanks
  13. Excellent, I am glad that it is working now. You are very welcome, and if there is anything else we might assist you with please don't hesitate to let us know. Thanks
  14. I don't think you need the key to enter Safe Mode, but please check the instructions here: Safe Mode and here: Safe Mode and if you don't think you can get it without locking yourself out of the system then just skip it. After you're done with trying that, go ahead and provide a fresh set of logs just so we can see what the current status of the system is and we will proceed from there: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Thanks
  15. Greetings, If you already have a My.Malwarebytes.com account then you can change your email address by following the instructions provided in this support article. If that does not resolve the issue then please contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you in changing your email and getting everything set up. I hope this helps and if there is anything else we might assist you with please let us know. Thanks
  16. OK, your logs show some remaining traces of it. Lets get those purged just to make sure they aren't what's causing the issue. To do so, please run the Avast Uninstall Utility and follow the instructions provided in that link to remove any remnants of Avast and restart your system when prompted then see if Malwarebytes works normally afterwards. Please let us know how it goes. Thanks
  17. Greetings, Please try temporarily disabling or removing Avast to see if that makes any difference. If it does, then please try creating exclusions between the two programs for one another by excluding the items listed in this support article from the real-time protection components in Avast and excluding Avast's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) using the Allow a file or folder function described in this support article and do the same for Avast's data folder, likely located under C:\ProgramData. Please let us know how it goes and if the issue is now resolved or not. Thanks
  18. Yes, when you see that '1.0.0' for the update package like that it usually means an update failed. I would like to try one more thing just to make absolutely certain that this issue is not somehow being caused by Avira though, if only to eliminate it as a variable. Please try removing Avira completely by uninstalling it, then reboot, then do the following: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here Once that is done, try updating Malwarebytes again and see if it now works. If it does then we'll have our answer; it is likely a conflict between the new version of Malwarebytes and Avira. If it doesn't then we'll know to look elsewhere.
  19. Thanks, you did great. Now please try performing a clean installation of Malwarebytes by following the instructions below and hopefully this will correct the issue you are experiencing: Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here Once that is done, open Malwarebytes and re-activate it using your license key. Please let us know how it goes and if the issue is resolved or not. Thanks
  20. Greetings, Please do the following so that we may check to see what is going on with your installation and assist you: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Thanks
  21. It isn't Avast, it's Avira, but that still could be the issue. Exclusions might be necessary for compatibility. The items listed in this support article should be excluded from Avira's real-time protection/added to its exclusions/allow list/trusted list (not sure exactly what it's called as I haven't used Avira in a long time). You should also exclude Avira's program folder (likely located under C:\Program Files and/or C:\Program Files (x86)) from Malwarebytes using the method described under the Allow a file or folder section of this support article and do the same for Avira's data folder, likely located under C:\ProgramData. Once exclusions are created restart the system and test to see if the issue is resolved. If Avira has any kind of web filtering component/malicious website blocking component that could also be the culprit and it may be necessary to exclude Malwarebytes from it as well if possible or to add the sites listed in this support article as well as this support article to its trusted/excluded sites list if it has one.
  22. Greetings, Thank you for reporting this incident. Hopefully it was just a one-off issue, however I will still report it to the Product team just in case. I believe they were recently performing maintenance on the cloud licensing servers and this might be what caused the issue however I will inform the team regardless should there be an undocumented bug. Please let us know if you encounter this or any other issues. Thanks
  23. Excellent, I'm glad that it worked. If there is anything else we might assist you with please let us know. Thanks
  24. That certainly makes things more difficult since, at least as far as I know, there is no standalone installer for the beta. That said, there is at least one more thing we can try. Please try running the update from Safe Mode with Networking. You won't be able to enable protection there, but you should be able to launch Malwarebytes manually and check for updates and hopefully it will update without getting hung up in Safe Mode.
  25. LOL, no worries, Zero is the Malware Terminator
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