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Everything posted by exile360

  1. If you attempted to use the chat function on this page then it should be a Malwarebytes Support employee that you're speaking with, at least during office hours (9AM-6PM PST I believe); I do not know if they have any service for after hours, however there's also a form on that same page you can fill out to get support via email that is handled exclusively by Malwarebytes employees. As for auto-renewal, while you can't opt out of it during the initial purchase process, you can opt out at any time after your purchase (including immediately afterwards if you wish that way you don't have to wait) by contacting the appropriate vendor (depending on who handled the transaction for your purchase which will be shown in your verification email and on the initial charge for your purchase) and their contact info can be found in this support article. As for having to give payment information, there are ways around being automatically charged. First off, at least to my knowledge, no one can automatically authorize a payment through PayPal without your permission so you should be able to login to PayPal's website at any time to cancel that, and there are also temporary credit cards you can use that you put a limited amount of funds onto to make one time purchases in order to protect yourself from online scams and data breaches that could be used to prevent any future automatic payments/transactions. But again, as I mentioned above, you can cancel auto-renewal at any time so you don't have to worry about being charged when your license comes up for renewal as long as you've done that already. Of course purchasing a retail boxed copy as you mentioned is another option, so if you would prefer to go that route then of course you may, however you wouldn't be able to get any of the multi-license discounts that you have access to when purchasing online, at least as far as I know at this time (unless of course it goes on sale).
  2. Of course, I'm glad to be of service I can't promise anything will change, but at least your voice will be heard.
  3. We can probably help you fix that. My guess is that it's a compatibility setting misconfigured by the built in Windows compatibility monitor that caused it to tell Windows to revert to the basic theme for compatibility (even though it obviously doesn't actually require it). We should be able to locate the key and help you to delete it to correct the problem. In fact, it should show up in the logs from the Malwarebytes Support Tool if you wish to post them, but for the sake of not hijacking the purpose of this thread, please create a topic in the general PC help area by clicking here and post the logs along with a brief description of the issue and we'll help you out. Instructions on creating the logs can be found below: 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
  4. Yes, the two of them work together just fine. I use them together myself (along with Easy WebRTC Block, Ghostery, Disconnect, and Windows Defender Browser Protection (basically MS Smartscreen filter for Chrome) and haven't had a single issue so far with the only exception being the occasional error being logged by Disconnect because Malwarebytes blocked/redirected a site it was trying to block first, thus preventing Disconnect from blocking/redirecting it, but that's a non-issue since the net result is the same (the undesirable site gets blocked). I also use a large HOSTS file currently containing over 800,000 entries for blocking various malicious sites, ads, trackers, social media, telemetry servers and other unwanted content and I have Malwarebytes Premium with its Web Protection component active which also blocks its share of malicious sites. I've been running this configuration since before the browser extension as available to the public for testing (I was actually a member of the Malwarebytes Product team during its creation and had a hand in coming up with the concept for it; it started out as a tool to heuristically/behaviorally block tech support scam sites since new ones pop up so frequently making static domain/URL/IP address blocking futile, but since most of them look very similar/behave very similar/contain similar content, blocking them based on these factors should be possible with a low number of FPs and it was later expanded to include blocking for even more malicious/undesirable content).
  5. Yes, we've had many requests to provide the option to opt-out of auto-renewal during the purchase process rather than having to cancel by contacting the vendor later, however for whatever reason they have not added that option yet. I will report your comments to the team to let them know that another user has requested this change. If there is anything else we might assist you with please don't hesitate to ask. Thanks
  6. Just to add to the info LiquidTension provided above, I do recall that in the past, as with several other AV products, the web filter/web protection components in the two products do sometimes conflict on some systems (similar issues have been observed occasionally with Avast, AVG, Avira, ESET, Bitdefender and Kaspersky to name a few, though it does not always occur) and if exclusions don't resolve the issue you might try disabling the web protection/web filter/bad website blocking component in VIPRE (I'm not sure of the exact name of the feature but it should be easy to locate based on its name and/or description in the product interface). If that works, you can try re-enabling it then testing to see if disabling the Web Protection component in Malwarebytes also eliminates the issue. If so, this will at least point us in the right direction as to the exact cause. Alternatively you might try disabling the Ransomware Protection component as it too has been known to cause performance issues from time to time under certain conditions/on certain systems. I mention these things because this info could be useful for the Developers in optimizing the performance and finding and fixing any potential issues in these particular components and with compatibility for these third party AVs.
  7. Hehe, well the setup log isn't a config file and isn't encrypted, so unless they really borked something when they wrote the thing, I think it's just a bad design decision I'll be reporting to the team at the end of the week so hopefully they'll do something to correct/improve it.
  8. No worries, as long as you aren't signed up for the Insider Preview program then they shouldn't try to install build 18323.
  9. Greetings, Unfortunately no, there is not a spam filter in Malwarebytes, however if you use the flag function in your email client to flag the emails as spam to your mail provider they should be able to add them to their filter and eventually put a stop to them. It just may take a while as they have to collect enough of them to establish a pattern to block them heuristically.
  10. If it isn't being retained then there could be something reverting the setting, like if you use any kind of rollback/restore software on your system. Otherwise it could be an issue with permissions, so please make sure you're logged in as an administrator when you change the setting in Malwarebytes and that User Account Control is enabled.
  11. OK, but did you verify that specifically? I know those features are related, but I recall at least one user who said the same exact thing only to find that fast startup was in fact checked/enabled and his issue was fixed once he turned it off. It's not a guarantee obviously, but I think it's at least worth checking. Aside from that, it could also be a conflict with Ransomware Protection and one of the applications that runs on startup on your system. I had a similar issue with the latest build of MB3 which I resolved by excluding the affected application. The issue was hit and miss because it only occurred when both MB3 and this app were trying to start at the same time. If either got ahead of the other during startup the issue would not occur. If your issue is the same as mine was then it may return in the future.
  12. Yeah, I remember that it used to save the key on the desktop. I thought they'd changed it in the most recent builds to leave the license key behind in some config file so you could just reinstall/reactivate it again without losing the license but I may be wrong on that. I'm not sure anyone would think to check their setup logs to locate their license key so I question the value of storing it there.
  13. Yep, I just saw that. It's still worth a try if you want to continue troubleshooting the issue though as fast startup frequently causes issues with Malwarebytes as well as many other applications and drivers.
  14. If that fails to resolve the issue then you should contact Malwarebytes Support directly via the form found on this page and they will assist you further.
  15. It's not even in beta any more. Build 527 of Malwarebytes which includes the fix for this issue has now been released. By the way, you should also be aware now that you're running Windows 10, that there is an issue with the Insider Preview build 18323 of Windows 10 where it prevents Malwarebytes (and apparently many other programs) from installing drivers which breaks protection as well as rootkit scanning. Microsoft has been made aware of the issue so hopefully they'll have it fixed before build 18323 goes RTM.
  16. Greetings, You should be able to log into My.Malwarebytes.com or sign up there if you don't already have an account; using the same email address you used for your original purchase and you should be able to retrieve your license there. You may refer to this support article for more details. If that doesn't resolve the problem then please refer to the contact information in this support article for Malwarebytes' e-commerce partners who handle purchases/licensing or you may contact Malwarebytes Support directly via the form found on this page and they will assist you in looking up your license and account information. Please let us know how it goes and if there is anything else we might assist you with. Thanks
  17. Greetings and welcome, Yes, you should be able to run Malwarebytes Premium alongside Avast without any issues. We have many users here on the forums who do so and the vast majority have no problems at all between the two. The only recommendation I'd make would be to go ahead and configure exclusions between the two programs as this will reduce the chances of any conflicts/issues and may also improve overall system performance and responsiveness when both apps are running. In Avast, you should exclude the items listed in this support article and in Malwarebytes you should exclude Avast's main program folder which should be located either under C:\Program Files or C:\Program Files (x86) as well as any data folder belonging to Avast which may be stored under C:\ProgramData and/or C:\Users\<user name>\Application Data using the method under the Exclude a File or Folder section of this support article. Please let us know if you have any further questions or issues we might assist you with. Thanks
  18. Greetings, If you haven't already, please try disabling fast startup if it is enabled as this may be the cause of the issue. You can find more info, including instructions on how to check and disable fast startup here as well as here. If that fails to resolve the issue then please do the following so that we may take a closer look at your system configuration: 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 Please let us know how it goes, and if necessary, please post the requested logs. Thanks
  19. Thanks for the logs/data. I'll ping a member of the team to take a look/pass them on to the Developers. @tetonbob or @LiquidTension could one of you guys please grab the logs provided to help QA/Dev investigate this issue with Avast? It appears to be a corner case that is likely specific to certain hardware and/or software configurations.
  20. Yeah, that's probably a good idea, at least for the time being as this could cause a lot of potentially major problems if a lot of drivers/software are affected.
  21. Malwarebytes Anti-Rootkit doesn't detect PUMs and it also uses an older engine version than the latest build of Malwarebytes 3 as it hasn't been updated in quite a while (because there haven't been any new rootkits found in the wild in a long time). It could also be coming from the startup scan, which, while it does say "files", actually also includes some registry locations such as the RUN keys and other known loading points so this also could be where the detections are coming from. I also noticed that in the image it isn't showing any detections even though it's past the memory scan stage; did you already exclude them from the scan? You should also post one of your scan logs showing the detections as I could probably tell you where the detections are coming from based on that as well.
  22. Greetings, This is a known issue with the latest Insider Preview build of Windows 10. Unfortunately the only known workaround at this time is to revert to the previous build of Windows 10. Malwarebytes does not officially support any beta or pre-release operating systems so I don't expect the issue to be resolved until build 18232 is released/goes RTM, assuming Microsoft does not correct the problem before then (this issue has also been reported directly to Microsoft by many Malwarebytes users). The root cause of the issue is unknown at this time, but my own personal hypothesis is that Microsoft made some kind of change or added some kind of new restriction to how drivers may be loaded and this is preventing Malwarebytes from installing and loading its various drivers as it normally would (it normally installs and activates/loads its protection drivers upon installation/each time Malwarebytes starts, and it loads the rootkit scanning driver when a scan is initiated just before the scan starts).
  23. Greetings, It most likely is actually detecting them during some of the checks at the beginning such as the registry scan stage (which typically goes by so fast you hardly see it). It's also possible that one or more of the items is loaded into memory in another process like perhaps a driver or a DLL loaded into explorer.exe. If that's the case then it is certainly possible for it to detect them during the memory scan stage. I also believe they recently reordered some of the scan phase components, particularly some of the static heuristics checks to move them from the end of the scan to the beginning in order to eliminate some inefficiencies in the scan engine where it was previously scanning some items multiple times to perform different checks so that could also be the reason for this. Either way, if you wish to exclude the program in question then just perform a scan and once it completes, click the checkbox at the very top left of the list to uncheck all items detected then click Next and when prompted, select the option to always ignore the remaining detections and they will be added to your exclusions list so that they will not be detected by future scans.
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