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exile360

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Everything posted by exile360

  1. Thanks for the feedback, it's much appreciated And yes, 3.5.1 fixed a LOT of issues/bugs, and the UI refresh was a welcome change, making the UI more efficient and more attractive in my opinion, eliminating several items that didn't make much sense (again, in my opinion) like "total number of items scanned" (never saw the purpose of that) and better condensing down the layout of the various sections on the Dashboard giving it a much cleaner look while still retaining all the same functionality/control. If you do encounter any problems at all please don't hesitate to let us know.
  2. OK good, so everything seems to be working normally now, correct? If not, please let us know and we'll continue to troubleshoot the issue. Thanks
  3. Yes, but I think the connection with Fast Start wasn't discovered until much later, which was the big clue and likely what will be the area the Devs must focus on to fix it (assuming it can be fixed as it's possible that due to the nature of how Fast Start works that it might not be fixable). The problem with Fast Start, at least as I understand it, is that it attempts to keep system drivers and services loaded into memory while terminating all user mode processes, similar to what happens when you log off but don't shut down the computer fully. The problem is that when you resume using Fast Start, it doesn't reinitialize the service, and since part of the service's loading process is to launch the tray (a user mode process), the tray is never loaded, thus the issue occurs. A possible workaround would be to change how the tray is launched and rather than having the service do it, use a more traditional startup entry for it like the Startup folder in the START menu or one of the RUN keys in the registry. The trouble with that approach is it's not as reliable as having it start through the service, since the service can control the timing and order of how things are loaded (such as the protection drivers and the scheduler), thus avoiding issues like the tray announcing that protection is disabled just because one of the drivers or the service hasn't loaded yet (I believe this was also one of the reasons it was implemented this way because that was an issue in the past where it would falsely alert that protection was off just because it hadn't started yet when the tray was already running). In the meantime I would suggest creating a shortcut to mbamtray.exe and placing it in the user's Startup folder in the START menu and that should resolve it, or at least it has so far for those who have done it and have kept Fast Start enabled. Maybe the Dev team can implement something in the installer to detect Fast Start and place a shortcut in one of the loading points to the tray, although as I said there could be consequences, plus it would remain even if the user later disabled Fast Start which itself might also be problematic since both the service and the startup entry would try to load an instance of the tray (though I don't know if 2 copies of the tray would actually load in such a scenario or if the second one would be ignored).
  4. Excellent, I'm glad that the Support Tool helped and that version 3.5.1 is working properly for you. If you encounter any future issues please don't hesitate to let us know. Thanks
  5. Greetings, There's definitely a problem with your installation. For some reason the anti-ransomware driver isn't installed and is instead being stored in a folder within Malwarebytes program folder that shouldn't be there. Please uninstall Malwarebytes, reboot the system, then create another set of logs and attach it to your next reply. I want to see what it looks like without Malwarebytes installed. Thanks
  6. Please do the following: Right-click on the Malwarebytes tray icon and select Quit Malwarebytes and click Yes to the User Account Control prompt Next, click on START and type cmd in the search box and once you see cmd.exe listed at the top, right-click on it and select Run as administrator. This should open up a command prompt. In the command prompt, enter the following text and press Enter: SC DELETE MBAMWebProtection Once that is done, open Malwarebytes again and Web Protection should work. Also check to make sure that all of the other protection components are turned on as they may have been disabled when you deleted that item, but you should be able to turn all of them back on and they should all be functioning normally after that. Please let us know if it does not resolve the issue or if there are any additional problems.
  7. Thanks for the suggestion, and I agree. Social media sites have become some of the most prolific tracking mechanisms across the web, ranking right up there with the likes of Google and Microsoft. I will be suggesting that this be implemented. If you have any other thoughts please don't hesitate to share as we're always looking for solid feedback and leads on potential improvements to the software. Thanks
  8. No, I don't believe this issue was corrected in version 3.5.1 because it wasn't discovered until version 3.5 was already completed/finalized/in beta. That said, there are a lot of fixes and improvements in version 3.5.1 so it's definitely worth the upgrade just for that. If you do install 3.5.1, which we obviously do recommend, go ahead and test it with Fast Start if you would and let us know how it goes. It is possible that one of the other changes in the build may have corrected this by happy coincidence. If you do test it out, please let us know how it goes. Thanks
  9. Excellent, I'm glad to hear it If the issue returns or if anything else comes up please don't hesitate to post and we'll do our best to help. Thanks
  10. Greetings, You are at least a couple of versions behind and it is possible this issue has been resolved in a later release of Malwarebytes. Please download the latest version, 3.5.1, from here or open Malwarebytes and navigate to Settings>Application and click on the Install Application Updates button to download and install the latest version. Once installed, please make certain that you restart your system even if you aren't prompted to do so to ensure that the new files/components are loaded into memory. Also, since you are running Windows 10, please make sure that you at least temporarily disable Fast Start (instructions may be found on this page) otherwise the old file versions/components may be held in memory rather than allowing the new versions to load (drivers, services etc.). Please let us know how it goes and if the new version resolves the issue or not. Thanks
  11. Greetings, I think you might have a few of the facts mixed up here which may be contributing to your idea that Malwarebytes is somehow singling out iObit when in fact ASC is classified as PUP for very legitimate reasons. First, Malwarebytes never lost any court case against iObit. In fact, the only outcome of any grievances between any of these vendors and Malwarebytes in court has been a victory for Malwarebytes with the court systems/legal systems siding with Malwarebytes, including with regards to classifying apps as PUP. Second, Malwarebytes isn't seeking ways around exclusions. They have ASC's files and entries in their PUP detection database and have for a very long time now. The entries in the above image show that the items being detected are in a temp location, which is where ASC has placed them during install which explains why they would be detected if that location is not excluded. A simple solution would be to temporarily disable Malwarebytes protection during installation/upgrades of ASC (and in fact, the image above is of a Malwarebytes scan which would have had to have been run either during an ASC installation/upgrade, or else it is detecting leftover temp files after the fact, but either way, as long as you proceed to complete the installation/upgrade of ASC, those detections will have no impact on ASC and the normal exclusion of ASC's program files will be sufficient to prevent ASC from being blocked or removed by Malwarebytes). You can also easily change how Malwarebytes handles PUPs in its settings which again makes it very easy to prevent ASC (or any other product detected as PUP by Malwarebytes) from being detected. Just set it to either "Warn User" or "Ignore Detections" and this too can be done on a temporary basis when installing/upgrading ASC to prevent these temp detections. And finally, with regards to Malwarebytes reasoning for detecting ASC and apps like it as PUP, it has absolutely nothing to do with the history between the two companies, otherwise Malwarebytes would be classifying all iObit apps as PUP, yet they do not. Below is a list of links explaining exactly why Malwarebytes detects ASC and similar programs from other vendors (not just iObit) as PUP: https://decentsecurity.com/#/registry-cleaners/ https://support.microsoft.com/en-us/help/2563254/microsoft-support-policy-for-the-use-of-registry-cleaning-utilities https://www.howtogeek.com/171633/why-using-a-registry-cleaner-wont-speed-up-your-pc-or-fix-crashes/ https://www.howtogeek.com/162683/pc-cleaning-apps-are-a-scam-heres-why-and-how-to-speed-up-your-pc/ And from Malwarebytes themselves (there are many more entries if you search for "registry cleaners" on Malwarebytes blog in addition to the items below but you get the idea): https://blog.malwarebytes.com/cybercrime/2015/06/digital-snake-oil/ https://blog.malwarebytes.com/threats/registry-cleaner/ https://blog.malwarebytes.com/cybercrime/2015/07/pup-makers-digital-snake-oil-part-3/ https://blog.malwarebytes.com/puppum/2016/12/why-malwarebytes-detects-pc-pitstop-as-potentially-unwanted/ https://blog.malwarebytes.com/puppum/2016/07/pup-friday-cleaning-up-with-5-star-awards/ https://blog.malwarebytes.com/puppum/2016/08/systweak-redux-our-response/ I hope that this information has helped to clear things up as to why the above detections were made as well as why Malwarebytes Research team is justified in classifying applications like Advanced SystemCare as PUP. If any vendor wishes to dispute a PUP detection they may do so by reviewing the information on this page
  12. I'll let the Support guys respond via the rest, but specifically via question (b) it could be anything from an issue preventing it from connecting to the server such as a software firewall, proxy configuration, DNS issue, HOSTS file block, problem with a corrupted/missing configuration file where the license server info is stored (it's dynamic in case it is ever changed so that they can roll out new settings with database updates rather than having it hardcoded), an ISP issue where they are routing it through a slow/broken server causing it to fail to reach/respond, or it could even be an issue where your provider/ISP is blocking it either deliberately or by mistake for some reason (if for example they have the server blacklisted or restrict access to certain parts of the web, something that happens in some countries). The logs help to at least give clues as to some of the possible issues that may occur locally on the system which could be causing it, including checking many of the network settings, HOSTS file entries, as well as Malwarebytes' own configuration files/settings.
  13. Greetings, Someone should be along to assist you shortly, but in the meantime, in addition to providing the logs requested in the above post, please also try the instructions in this pinned topic, making sure to follow them precisely as they are written as the order is very important, and see if that eliminates the recurring items in Chrome. Please post back with your results on how it goes and also provide the logs requested above as well as any other relevant details if the system continues to behave abnormally and/or you still see any recurring detections. Thanks
  14. Greetings, It would be very helpful to us if you could expand on your feedback if possible. For example, what changes bother you and why? Was there anything in particular that bothered you more than anything else? With regards to the trial, while it is active by default, you can still deactivate it as soon as the software is installed via a link on the Dashboard so that you can instantly revert it to the Free version if desired. If you are willing, we would very much appreciate it if you could provide more detailed info on how the software might be improved to better suit your needs and desires. Thanks
  15. OK, thanks. Since it is still freezing with 3.5.1, please try running Malwarebytes Anti-Rootkit which may be found here to see if it is able to complete a scan. If it is and if anything is detected by it, have it remove what it finds and reboot if prompted to complete the removal process and then try running Malwarebytes 3 again to see if it is now able to complete a scan without freezing. If it still does not work, then please try running ADWCleaner and likewise, have it remove anything it finds, restart if prompted to complete the removal process, then try scanning with Malwarebytes once more. If none of that helped, then please create and attach the logs as mentioned above by Firefox and also a memory dump of MBAMService.exe while the scan is frozen: Open Task Manager by pressing CTRL+SHIFT+ESC on your keyboard and click on the Processes tab Click Show processes from all users at the bottom Sort the list by name by clicking twice on the column header where it says Image Name Scroll down the list of running processes until you find MBAMService.exe and then right-click on it and select Create Dump File and wait for it to complete (you will be notified via a pop-up dialog once it is done) Navigate to the location where it says the dump file has been created and move it to your Desktop or another convenient location, then right-click on the dump file and hover your mouse over Send to and select Compressed (zipped) folder Attach the ZIP file you just created to your next reply, or if it is too large, upload it somewhere that it may be shared such as wetransfer.com and provide us with the link to the file
  16. Just to add to what Firefox mentioned above, once the new version is installed, please be sure to restart your system (even if you aren't prompted to do so) to ensure that the new components are loaded into memory (you may need to disable Fast Start as documented on this page temporarily and reboot otherwise the new components still may not load due to the way Fast Start works).
  17. Greetings, Please try installing the latest version, 3.5.1 which was recently released by downloading it from here or by opening Malwarebytes and navigating to Settings>Application and clicking the Install Application Updates button and approving the prompts to download and install the new version. Once the installation is complete, be sure to restart your computer (even if you aren't prompted to do so to ensure that the latest components are loaded) and then test to see if the scan is able to complete. If the new version does not resolve the problem, then please do the following so that we can take a look at your installation to hopefully determine what might be causing the issue: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced Options on the main page (not Get Started) 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. Thanks
  18. Good, it looks like that other detection was some kind of adware. Is Malwarebytes able to run a scan without crashing now? If not, have you had any success in getting a crash dump for the team to analyze?
  19. If you're seeing this only in Chrome and with every site you visit/every search you make then it's probably due to some kind of browser hijacker or malicious browser plugin. Have you scanned with Malwarebytes to see if anything is infecting the system? If it doesn't detect anything you might try running ADWCleaner and you also might take a look at this topic with regards to Chrome.
  20. That's excellent news, thanks for letting us know Version 3.5.1 included a lot of bugfixes for a wide variety of issues, including some which impacted XP, so it's good to hear that the Developers' and Product team's hard work is paying off. If you do encounter any issues, please don't hesitate to let us know and we'll do all we can to help. Thanks
  21. Yes, that's correct. The free version and the Premium version are the same and use the same installer, but the protection features aren't activated unless a license key is entered to convert it into Premium or unless you're using the free 14 day trial after installation. Since they are one and the same, it can't differentiate between conditions where the user intends to use the free version, especially with the free trial being a possibility after install, and a Premium user so it plays it safe and removes the standalone Anti-Exploit to prevent conflicts. As long as you ensure that Malwarebytes 3 is running in free mode, you can then reinstall the Malwarebytes Anti-Exploit beta and you shouldn't have any trouble. If there's anything else we might assist you with please don't hesitate to let us know. Thanks
  22. Excellent, thanks for letting us know. That information will be useful to the QA and Dev teams as they replicate this issue and (hopefully) seek a solution for a future release so that the UI is rendered properly on screens of that size/with those settings.
  23. Very good, at least MBAR was able to run so that's a good sign. You might also give ADWCleaner a try to check for any PUPs that might be present and to make sure that it also is able to complete a scan. Please let us know how it goes. Thanks
  24. That's excellent news, thanks for letting us know If there is anything else we might assist you with please don't hesitate to let us know. Thanks
  25. I'm glad that it worked, thanks for letting us know If you require any further assistance please don't hesitate to post. Thanks
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