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Everything posted by exile360

  1. 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.
  2. 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.
  3. 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 sc
  4. 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
  5. 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 t
  6. It's possible that they do this deliberately so that you may easily retrieve your license key in case you plan to reinstall, but I personally don't think it's very secure or a good idea. Either way, if it is being picked up by the Support Tool then that's a big problem because those logs are meant to be safe to post publicly.
  7. Yep, it's likely that this issue is system/hardware/configuration specific. The OP even mentioned they had another system where this issue was not occurring so it may well be something of a corner case, like it only happens when using certain drivers/network cards or something like that. In fact, for the affected system it would be good to get some additional info as that will help the QA/test team validate the issue which will aid them in helping the Developers to track down the cause and eventually find a solution so for the affected system please do the following: Download and
  8. The tool is supposed to grab the setup logs, the problem is that the key was stored in the setup logs unencrypted and that should not be the case (the license key is supposed to be stored only in the encrypted config files used by Malwarebytes 3 as I understand it). To put it another way; even if the user hadn't run the Support Tool, their license key should not have been stored in raw/unencrypted form in a text file accessible to anyone with physical access to the PC.
  9. Malwarebytes has always worked this way, and I'll explain how it works to provide details on what's going on. First, any time Malwarebytes is going to remove something, regardless of whether it is in real-time via real-time protection or after a scan, it always creates an encrypted backup copy of the item in quarantine, then it proceeds to delete the item or schedule it for deletion on reboot, but no matter what you end up with a backup copy in quarantine so that after the deletion has taken place, you still have the item backed up and may later restore it if you need to for any reason.
  10. Excellent, I'm glad to hear it. If there's anything else we might assist you with please don't hesitate to let us know. Thanks
  11. You may also find the information in this support article to be of help. It provides links/contact info for both billing companies (including Cleverbridge) who you may contact to seek a refund for the additional charge.
  12. Thanks for reporting this. Yes, it definitely sounds like there could be some remaining conflict there, and well done on fleshing it out If you haven't already, it might also help to add exclusions to each program for the other. The items to exclude for Malwarebytes in Avast can be found in this support article and as for Avast, excluding its folder under Program Files/Program Files (x86) and any of its data folders (likely under C:\ProgramData and/or C:\Users\<user name>\Application Data) along with any individual Avast drivers located under C:\Windows\System32\drivers should b
  13. Yes, that's correct. If you wish to remove Malwarebytes completely you may uninstall it through Programs and Features/Add Remove Programs, or if you would prefer you may use the Malwarebytes Support Tool to perform a clean uninstall of it which will remove more traces of the program from your system: Download and 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 opt out of having the tool download and reinstall Malwarebytes (unless you want it installed on your sy
  14. Excellent, I'm glad to hear it If there's anything else we might assist you with please don't hesitate to let us know. Thanks
  15. Yep, you did it right Now just wait and they should be responding to you soon (probably on Monday since they have fewer staff members working on the weekends) and they should have you fixed up in no time.
  16. Greetings, Yes, the custom scan still performs the heuristics checks, however the way the scan engine has been optimized to improve performance it is most likely scanning the vast majority of heuristics locations/items during the normal file system object scan since you likely have it configured to scan the entire system drive where Windows is installed (usually C:\) meaning the only areas left for it to check by the time it reaches the end/heuristics phase of the scan are the registry locations which don't take long to scan at all. In the past Malwarebytes would end up checking a lo
  17. Yes, that's definitely a possibility as it is very common for threats these days to disable Defender (including many PUPs, not just actual malware). That said, I do believe there is a known issue which was mentioned earlier which may occur if Malwarebytes is running in free trial mode and configured to register itself with the Windows Action Center and once the free trial expires, it stays registered with the Windows Action Center and you cannot change the option because it is only configurable when running in Premium/trial mode (not free mode), however even in those cases that should not
  18. Actually, Malwarebytes doesn't touch Windows Defender at all. This behavior is actually due to the way that Microsoft designed Defender so that whenever another security program registers as AV protection under Action Center/Security Center, Windows Defender automatically turns itself off to prevent any potential conflicts. That said, by default whenever Malwarebytes is being installed, if Windows Defender (or Microsoft Security Essentials on Windows 7/Vista/XP for that matter) is detected as being enabled, Malwarebytes will default to not registering with the Windows Action Center/Security
  19. Unfortunately Malwarebytes doesn't officially support any beta/preview operating systems, and since build 18323 is an Insider Preview build, they haven't coded or tested for compatibility with it. That said, if the issue is on Malwarebytes' end then it should be corrected by the time build 18323 is released to the general public as a non-test build/update.
  20. OK, it would probably be best to contact Malwarebytes Support directly since they have direct access to the licensing system and should be able to reset it for you. It sounds like the licensing system thinks that the license is still active/in use on your 'old' system (the original Windows installation where it was first installed). You can get in touch with them by filling out the form on this page and they will respond via email to assist you directly.
  21. You're very welcome, I'm glad to be of service
  22. You're very welcome, I'm just sorry that your protection has been compromised by this issue, but hopefully a resolution will be forthcoming.
  23. Greetings, I'm sorry that the program isn't working properly, but hopefully we will be able to get the issue corrected for you. First, please try downloading a fresh copy of the latest version of Malwarebytes from here and install it over the top of your existing installation, then restart your system once that's done to see if that corrects the issue. If it does not, then please try performing a clean installation to see if that fixes the problem by following the instructions below: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the
  24. Greetings, No, you should not need to pay again. It is likely that the license was simply activated too many times and needs to be reset. You should be able to accomplish this via the information in the following Support articles: First, it would be a good idea to sign up at My.Malwarebytes.com where you may manage your licenses and device activations. The following Support article provides details on how to do so: My.Malwarebytes.com sign up Next, the following Support article shows you how to manage your licenses, including how to deactivate them from previous installations to
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