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exile360

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Everything posted by exile360

  1. I'm sorry, there may be an issue on our end with the account or the My Account system causing the trouble. At this point I would recommend contacting Malwarebytes Support directly for further assistance so that they may investigate and find out what the issue might be, and hopefully get it corrected. If you have not done so already, please create a support ticket via the contact form on this page and they will work with you directly via email to find the issue and get it resolved. I'm sorry that you've had so much trouble getting this to work, I know this must be incredibly frustrat
  2. I'm sorry it's still not working. First off, just to make sure I understand the problem correctly, you said you already have an account. If you have already signed up for an account at My.Malwarebytes.com as described in this support article then you do, however if you have not signed up for an account there yet then you will first need to do so. If you already have an account but your subscription is not showing up, then that is a different issue and you might need to either await the email from your purchase or contact Malwarebytes Support directly via the web form on this page so tha
  3. You will be charged the remaining 53 days for your existing devices, plus the total price for 3 devices for a year that way you'll be all paid up for your existing devices and up your total from 2 devices to 3. I hope that helps to clarify how it works, but please let us know if you have any further questions or issues. Thanks
  4. OK, if you still have not received your license email, please try signing up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you purchased your subscription. Instructions on doing so may be found in this support article. Once that is done, you should be able to sign in and retrieve your license info and activate Malwarebytes on your device. Detailed instructions on the various ways to activate Malwarebytes can be found in this support article. Please give that a try and let us know how it goes. Thanks
  5. Greetings, The setting mentioned controls application updates/program updates, not database/signature protection updates. The setting that controls automatic threat signature updates is located under the Security tab in settings in Malwarebytes under the Update Threat Intelligence section at the top. The first setting listed, Automatically check for threat intelligence updates controls whether or not Malwarebytes Premium will automatically check for database updates and the two drop-down menus that follow it control how frequently it checks for updates when Malwarebytes Premium is r
  6. Greetings, It appears Malwarebytes is not the only application having issues updating according to the logs you provided: Windows Defender: ================ Date: 2021-05-27 23:10:17 Description: Microsoft Defender Antivirus scan has been stopped before completion. Scan Type: Antimalware Scan Parameters: Quick Scan Date: 2021-05-24 09:23:19 Description: Microsoft Defender Antivirus scan has been stopped before completion. Scan Type: Antimalware Scan Parameters: Quick Scan Date: 2021-05-23 09:46:50 Description: Microsoft Defender Antivirus scan has been stopped before completion.
  7. Greetings, Please follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats. Hopefully the system isn't infected, but if it is they will be able to help you find the threats and remove them from your system.
  8. Greetings, I'm sorry you're having trouble upgrading to the latest release but we'll do our best to help. What does the error say that you are seeing? To begin, please do the following so that we may try to find the cause of the issue and hopefully provide a solution: 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
  9. Greetings, While it is always possible for an unseen threat or a threat that was present on the system prior to Malwarebytes being active or installed to potentially subvert detection, such cases are rare and the countermeasures against such tactics are a regular aspect of the product's development and the efforts of Malwarebytes' Research team to thwart the methods of malicious actors. That said, with regards to the speed with which some items during a Malwarebytes scan are processed, it is quite normal to see portions where many items are checked very rapidly. This is especially t
  10. Greetings, The information in this support article explains how it works and how to purchase additional devices for your subscription. You pay for the additional device in addition to a prorated amount for the remainder of the time on your current subscription so you won't have to pay for anything twice. I've included the instructions on how to do so below (this information is copied directly from the support article linked to above): To purchase additional devices in My Account: Log in to My Account. Click the Subscriptions tab. For the subscription you want
  11. Unfortunately, because of the way this particular behavioral protection component works, I do not believe there is any way to create an exception to avoid this detection so you will likely need to disable the option under the Advanced Settings for Exploit Protection called Internet Explorer VBScripting protection under Application Behavior Protection. If you are using Nebula, the cloud managed version, you will find a description of each section and setting for Exploit Protection in this support article. The setting I mentioned above is called Protection for Internet Explorer VB Scriptin
  12. Please follow the directions in my post above; you need to sign up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you purchased your subscription. Once that is done you should be able to access your license information and activate the product with your license key. If that does not resolve the issue, please contact Malwarebytes Support directly by filling out the web form on this page and they will assist you in looking up your original purchase and license information.
  13. Greetings, It may be that the site is blocking access from VPNs which may be why you are receiving that message. Unfortunately if this is the case then there likely isn't anything you can do about it. If there is anything else we might assist you with please let us know. Thanks
  14. Greetings, Please download and install the latest version of Malwarebytes from here, then activate the software using the method described under the Sign in with Malwarebytes My Account section of this support article. To do so, you will first need to sign up for an account at My.Malwarebytes.com if you haven't already done so. Instructions on doing so may be found in this support article. You should also be able to retrieve your license information from your account by signing in at My.Malwarebytes.com as well as deactivate your old device if it is still shown as active since it i
  15. You would have to find the setting to disable Exploit Protection which should be located under Policies>policy applied to the endpoint with the detection>Windows tab>Settings tab>Real-Time Protection and you should see a toggle there to the right of where it says Exploit Protection to turn it off, then apply the policy update to the endpoint; just remember to re-enable it and to apply the policy to do so once the update completes, assuming you do decide to go that route. Details on the settings in question can be found in this support article. That said, if you're not confide
  16. Greetings, It sounds like Malwarebytes is blocking a Grammarly update installer based on the detection details you posted. Until a member of Research can respond, I'd recommend having the user temporarily disable Exploit Protection, then launching Word to allow the Grammarly update installer to launch and complete, then re-enabling Exploit Protection and hopefully that will correct the issue. To do so, have the user right-click the Malwarebytes tray icon in the notification area near the system clock, then have them click where it says Exploit Protection: On Have them click Y
  17. You can also report any scammy URLs here for our Research team (just be sure that you do NOT click on any of the links in any suspicious emails because you don't want to get your system infected): https://forums.malwarebytes.com/forum/155-newest-ip-or-url-threats/
  18. Greetings, It is possible that this was a phishing attempt as we've been seeing many such scams lately targeting users. You can always check to see your renewal info by logging into your account at My.Malwarebytes.com and if the info in the email you received doesn't match or seems suspicious, I would recommend marking it as junk and you can also report it in our scam phone numbers area located here: https://forums.malwarebytes.com/forum/238-report-scam-phone-numbers/ I hope this helps and if there is anything else we might assist you with please let us know. Thanks
  19. Hello again, In addition to the above, I just want to make sure that you are aware that you should not run any further scans or tools unless advised by the specialist who will be assisting you in your Malware Removal topic once you post there. It is possible that the issues with the system starting slower than normal and loss of connectivity may have been caused by one of the tools you ran, but the specialist will advise on what steps should be taken. Good luck, and if there is anything else we might be of assistance with please let us know. Thanks
  20. Greetings, I'm sorry you're having trouble, but we'll do our best to get things fixed up. To begin, please follow the instructions in this topic, skipping any steps you are unable to complete, then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats. Thanks
  21. I had the same issue after updating Windows to 21H2 (I already had the beta of Malwarebytes installed), however restarting my system and modem/router seems to have resolved the issue. I don't know if the same will be true for anyone else but it's worth a try.
  22. Greetings, For assistance with auto-renewals, payment, and licensing issues please contact Malwarebytes Support directly via the web form on this page and they will respond via email. If there is anything else we might assist you with please let us know. Thanks
  23. Greetings, Thank you for reporting this issue. Normally, Malwarebytes should register itself with Security Center when activated by default which causes Defender to disable itself. Once Malwarebytes is removed or deactivated Defender should re-enable itself automatically. Unfortunately it sounds as though that it not happening on the systems you've dealt with. The next time you install Malwarebytes, please enable the trial and before deactivating it see what happens if you launch Malwarebytes and go to settings by clicking the small gear icon in the upper right. Next, select
  24. Greetings, I'm sorry you're having trouble purchasing the software but we'll do our best to help. To seek assistance with licensing and purchasing issues, if you haven't done so already, please create a support ticket with Malwarebytes Support directly by filling out the web form on this page and they should be able to aid you in finding out what the trouble might be and hopefully getting it corrected. If there is anything else we might be of assistance with please let us know. Thanks
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