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Everything posted by exile360

  1. Excellent, I'm glad we could help you. If there's anything else you need please post again. Thanks
  2. Well that's disappointing, but thank you for letting us know. I will be certain to document this for the team so that they may begin trying to replicate this issue, and hopefully the Developers will be able to work out a fix for it.
  3. Excellent, I'm glad I could help. If you need anything else please let us know. Thanks
  4. You're very welcome, it's no trouble at all If there is anything else we might assist you with please don't hesitate to ask. Thanks
  5. Greetings, It sounds like it was most likely a connection being blocked by the Web Protection component which blocked access to a server/website known for Trojan activity. This does not necessarily mean that you are infected, only that a website you were visiting or an application on your system tried to connect to or included content from a server which is known for malicious activity. It could have been an ad in a webpage that was blocked, a pop-up or redirect or some other content embedded in an otherwise safe webpage. You can verify this by opening Malwarebytes and clicking on the bell shaped icon in the upper right corner to the right of the My Account button and then clicking on the most recent entry listed at the top of the menu that shows up and it should take you to a detailed report showing what was blocked and what files/websites/processes were involved. Once you do, you may click the Export button at the bottom left of the report and select Copy to Clipboard and then paste the contents into your next reply or export it as a text file and then attach it to your next response for analysis if you wish and we can take a look and advise you from there if it appears to be anything to be concerned about or not, however I suspect it was probably just the Web Protection component doing its job to protect your system from some malicious content on the web. I hope this helps set your mind at ease and if there is anything else we might do to assist you please don't hesitate to ask. Thanks
  6. Greetings, Please follow the same instructions I posted above to use the My.Malwarebytes.com account to deactivate all previous activations for your license and then you should be able to reactivate it on your system. If that doesn't resolve the issue then please fill out the form on the bottom of this page to contact Malwarebytes Support directly and they will assist you as they have direct access to the licensing system.
  7. It's not so much, just the one step now that you're on 8.1: For Windows 8.1 users, you can make this change right from the PC Settings. From the Other Accounts section, click an account name and then click Edit. From the Account Type drop-down list select Administrator and then click OK. After that you can migrate your documents over to the new user account. You should be able to accomplish that by going to the other account's folders under C:\Users\Victor and right-clicking on the My Documents folder and selecting Copy then opening another window and going to C:\Users\Teste mbam and right-clicking in a blank area of the folder and selecting Paste or by simply bringing that window into focus by clicking on it and pressing CTRL+V on your keyboard. Do the same thing for your original account's My Music, My Pictures, My Videos, Favorites, Downloads and Desktop folders, and for each one when asked if you want to merge them click Yes and if prompted about replacing files click the checkbox next to Do this for all conflicts and click Copy and Replace and you should be pretty much set.
  8. This is why it wouldn't save in the new user account I believe: The account needs to be an admin account, not a limited user account. You can change that by going back into your original user account and then following the instructions on this page beneath where it says Granting Administrative Privileges to change your new user account into an administrative user account. Once that's done, restart your system and log into your new user account and verify that Malwarebytes is still working properly and that you can run the Support Tool from the new user account and save its files in the new user account. Once all of that is completed, assuming everything works OK now, you should go ahead and start migrating your files/documents over from your original user account to your new account as you'll need to use the new user account from now on because something has unfortunately damaged your old user account and that's why Malwarebytes and the Support Tool aren't working there normally as they should so continuing to use it could prove problematic in the future. Once you've got everything moved over you may either leave your old account as it is or delete it; the choice is up to you, however I would strongly advise against trying to use it in the future just because we have no way of knowing at this point the full extent of the issue and what other problems it may lead to down the road.
  9. Greetings, The Anti-Ransomware component was added back in December of 2016 as shown in the release history published on this page with the release of Malwarebytes 3.0. Prior to that it only had the standard Malware Protection and Web Protection components for real-time protection (Anti-Exploit was still a separate product at that time and had not yet been integrated into Malwarebytes either). Please let us know if there is anything else we might assist you with or if you have any further questions. Thanks
  10. OK, once you've tried those options if the problem still continues then please post a fresh set of logs by running the Support Tool again so I can see how things look after doing all of that: 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
  11. Oh, you don't need to login there, you just need to scroll down the page and fill in the form pictured below and a member of the Support team will contact you via email (the email address you fill in on the form, not the email used to purchase the license): Beyond that, I really don't know of any other options if you can't get ahold of the original purchase info, but if there are any other options Support would be the ones who would know as they may have other means of retrieving the information for the license/account etc.
  12. OK, I was able to fix my exclusion by selecting it from the list, clicking the Edit button then clicking Ok. Just to be safe, I went ahead and did the same for all the other exclusions in my list that way it's forced to re-read/confirm all of them.
  13. By the way, I just found another issue. If the user has any exclusions, they might not be honored by the scanner after resetting those files. I just experienced that myself so I'm going to wipe and restore my exclusions just to be safe. Honestly, all this hacking is probably more trouble than it's worth. A clean install may not be an ideal solution, but the alternative would be ending up with a potentially borked install of Malwarebytes.
  14. Nobody asked about that in this thread as both users referenced the free version/scan detections so I didn't try resetting the real-time detections counter. I'm sure that can be accomplished in a similar manner, they just have to locate the appropriate config file. That said, since resetting that one would be very likely to reset a lot of other settings in Malwarebytes, at that point a user might find it just as inconvenient as performing a clean install as there are a lot more settings tied to protection than there are to scans and there are a lot of different protection components, and it's likely that each of them has their own numbers stored in their own config files and it's possible that all of them would need to be deleted to reset the counter to 0.
  15. Greetings, Basically, Malwarebytes only looks in the locations that threats actually install themselves when active. The default Threat scan in the Windows version works the same way. Basically, the Developers and Researchers know how threats function and install themselves from analyzing them and so they have optimized the scan to look at all the locations where threats actually install their components so that scans are faster and more accurate. If a new threat is found to be using a new location not already covered by the scan then it will be added as soon as detection for the new threat is added to the database/signatures used by Malwarebytes. With regards to web browsing protection, there is actually a new Malwarebytes browser extension beta which is in development that is currently available for Chrome (and other Chromium based browsers such as SRWare Iron and Vivaldi) as well as Mozilla Firefox. I've been told that a version is under development for Safari, however that version isn't available at this time. I hope this helps, and if there's anything else we might assist you with please don't hesitate to ask. Thanks
  16. Greetings, If you are receiving an error message that the program is unable to reach the license server then please verify that no Malwarebytes servers are being blocked by your HOSTS file as we've seen several users experiencing this issue where that was the case. These are the sites you should check for and remove if found: keystone.mwbsys.com sirius.mwbsys.com You can find instructions on how to reset your HOSTS file here. Also, if you haven't already, please sign up at My.Malwarebytes.com and from there you should be able to manage your license(s) and devices, which should allow you to reset your license key so that you may successfully reactivate it on your system. You'll find instructions and additional information on how to sign up and use My.Malwarebytes.com in this support article as well as this support article and if necessary, if for example you're receiving a message that your license has been activated on too many devices, you may find out how to deactivate devices and reset your activation(s) in this support article; in particular the Deactivate all link at My.Malwarebytes.com should prove helpful here. If that does not resolve the issue then please make certain that you check your spam/junk folder(s) for your email to ensure that the response from Support didn't get diverted there by your email provider by mistake as sometimes happens. If you are still unsuccessful and Support still hasn't sent a response then please let us know and we'll ping a member of Support to take a look at your issue directly; just provide the ticket number for the support ticket you submitted last week so that they can look it up and get in touch with you. I hope this helps and if there is anything else we might assist you with please don't hesitate to let us know. Thanks
  17. Greetings, Unfortunately some systems do seem to experience frequent issues when upgrading Malwarebytes though we don't know why at this point (though it is continually being researched by the Product team and Developers). So far I've had exactly 0 issues doing in-place upgrades going all the way back to the first 3.0 beta builds, yet at the same time some users, such as yourself, report problems with nearly every release after upgrading. I can't speculate as to why this happens except to say that each environment is different and it could be a driver issue, permissions issue, some odd conflict with another piece of software on the system somehow interfering with or otherwise disrupting the installer, or it could just be some odd quirk with some other unknown cause but it does seem pretty consistent unfortunately. That said, you might be able to increase your chances of success if you do a few simple things to prepare for the upgrade before proceeding: First, disable self-protection in Malwarebytes. This is by far one of the most common causes of past issues with upgrades, and while we do believe they have been fixed, it's always a possibility that the self-protection driver may be a cause of at least some of these issues. To do this, open Malwarebytes and navigate to Settings>Protection and under Startup Options toggle the Enable self-protection module setting to Off Next, if you are running any other AV/AM software, temporarily disable it before initiating the upgrade install as we have confirmed instances where an AV interrupted a Malwarebytes install, silently blocking/preventing one or more of its files from being written to disk/replaced correctly causing corruption in the Malwarebytes installation, especially for AVs with HIPS capabilities. Many internet security suites and some standalone AVs include such components these days, and if too aggressive, they can wreak havoc on installers for any software, not just Malwarebytes, though in particular they tend to be sensitive to programs like Malwarebytes which install their own drivers as drivers are also used by the bad guys for things like rootkits in addition to normal hardware drivers and the drivers used by security software like Malwarebytes as well as AVs. Additionally, make certain you're logged into the system as an administrative user. Since Windows generally prevents limited/standard users from installing or removing software, especially software that contains drivers as Malwarebytes and other AVs do it is important to make sure that permissions don't get in the way of a successful install. And finally, exit Malwarebytes and rather than running the installer when it prompts you to, just download a fresh copy of the latest build from here and go ahead and install it over the top of your existing installation. While not quite as neat or convenient as installing it through the normal update prompt, it doesn't take much longer and is more likely not to have issues While none of these measures are required, performing one or all of them prior to upgrading to a new version may help prevent issues with the upgrade process. I hope this helps, and if there is anything else we might assist you with please don't hesitate to ask. Thanks
  18. Greetings, Please try excluding the application from Web Protection as illustrated in the Exclude an Application that Connects to the Internet section of this support article and hopefully that will resolve the issue, but please let us know if it does not. Thanks
  19. Excellent, we're glad to hear it. If there is anything else we might assist you with please don't hesitate to let us know. Thanks
  20. I found a way that works, but be aware that it resets some other items also, including the number of scans, resetting it to 0 so you'll need to run a scan to get rid of the exclamation on the MB3 tray icon since it will think you've never run a scan, and it will also recreate the default scheduled scan in the Scan Scheduler tab and will reset any modified scan options to their default values (such as disabling rootkit scanning under Settings>Protection). I tried editing the relevant files, setting the detections to 0 (originally it was 5, which was the number Malwarebytes showed in the Dashboard for scan detections), however all it ended up doing was replacing the entire file with the default/unaltered copy that it keeps as a backup in case the config file gets corrupted (it likely stores the file hashes somewhere to validate whether they've been manipulated or not to prevent tampering and just falls back to the defaults if there is a mismatch). I then tested the same procedure by simply deleting the files then launching Malwarebytes and the result was exactly the same as when I modified the values so you might as well delete them as it's quicker and simpler and accomplishes the same results. To do this, you must first exit Malwarebytes then navigate to C:\ProgramData\Malwarebytes\MBAMService\config and delete the following files: ScanConfig.json ScanConfig.json.bak TelemCtrlConfig.json TelemCtrlConfig.json.bak You'll need to get through a UAC prompt to do this as the ProgramData folder is protected via admin permissions (I recommend not modifying the default permissions for that folder as it may adversely affect Malwarebytes and other programs on your system that store their data there and would also render your system that much less secure against attack). Once that's done, launch Malwarebytes again and go ahead and run a scan and edit your scan schedule and scan options as you see fit as you normally would on a fresh install.
  21. Yes, the same programs will still be installed but the new account would have its own HKCU registry hive and I was hoping that would fix it, but you can also try uninstalling and reinstalling Malwarebytes from the new user account to see if it helps. Did you already run Windows Update?
  22. Greetings, We will assist you in eliminating this nasty adware. To begin, please download Malwarebytes from here and install it then once it opens, navigate to Settings>Protection and under Scan Options toggle the Scan for rootkits option to On then return to the Dashboard tab and click on the Scan Now button. Malwarebytes will proceed to update and scan your system for threats. Once the scan completes, have Malwarebytes remove any threats that it found and allow it to restart your system if prompted to do so to complete the removal process. If Malwarebytes didn't detect anything or if the issue isn't fully resolved, then please read and follow the instructions in this topic and create a new thread in the malware removal area including the requested logs and information by clicking here. One of our malware removal specialists will assist you in checking and cleaning your system as soon as one becomes available. Additionally, once the threats are cleared up you might consider installing the Malwarebytes browser extension beta. It is available for Chrome (and other Chromium based browsers like SRWare Iron and Vivaldi) as well as Mozilla Firefox. It is a great tool for blocking ads, infections, scams, phishing sites, tech support scams/fakealert scams, tracking servers (to protect your privacy) and many other online threats and it is currently available completely free of charge. If you're interested you can find out more and download it at the following links: Chrome Firefox If there is anything else we might assist you with please don't hesitate to ask. Thanks
  23. Very good. Be sure to allow it to restart your system if it prompts you to once the updates are installed, then check for updates again after restarting your system and repeat the process of updating/rebooting until it says no more updates are available because some updates cannot be installed until other updates are installed first so they don't always give you all of them at once and you want to make sure that you get the OS fully patched.
  24. Apologies for the confusion, please try updating Windows first as that's the simplest solution (and a good idea anyway for the sake of stability and security, as it's generally a good idea to keep Windows up to date). If it doesn't resolve it, then we can look into other options but just start with updating Windows for now and let us know how it goes.
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