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exile360

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Posts posted by exile360

  1. The most recent scan logs are showing some detections in Firefox which are just PUPs (Potentially Unwanted Programs) which definitely shouldn't be causing all these issues.

    I'll take a look at the previous logs as well, but go ahead and head over to the malware removal area so that they can get the system cleaned up and hopefully that will resolve it, but if it doesn't, once they're done you can return here and we can continue troubleshooting the issue.

  2. There's something wrong here and it may be due to infection.  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 which will hopefully also resolve the other issues, including the problems with Malwarebytes crashing.

  3. Well that's strange as it should certainly be there.

    Please try opening C:\Windows and locate regedit.exe and double-click on it; if that isn't there then something very strange is going on with the system.

    Please also provide a fresh set of logs so I can make sure that the Norton Removal Tool removed all traces:

    1. Run the Malwarebytes Support Tool
    2. Accept the EULA and click Advanced tab on the left (not Start Repair)
    3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

    Thanks

  4. Greetings,

    It depends on which corporate version you're referring to.  If it is the current product then it's fine, however if it is one of the much older 1.x builds then it actually isn't comparable to the latest versions as several additional protection modules and detection capabilities have been added to the product since then which are not backwards compatible with older releases/versions.

  5. Greetings,

    I'm not familiar with this specific threat, however I'd recommend installing Malwarebytes Browser Guard if you haven't done so already as it is likely to block it since it not only blocks known bad websites (in addition to many ads and trackers to protect your privacy and eliminate many online annoyances), but also includes behavior based blocking for tech support scams and scam sites using similar tactics, meaning it would likely block the threat you've discovered based on its behavior alone, assuming the specific site hosting it isn't already in Malwarebytes' block database.

    Additionally, if the site isn't blocked and you have the URL for the site, please follow the instructions in this topic and post it for our Researchers by clicking here and they will investigate and add the site to Malwarebytes' block database for the Web Protection in Malwarebytes Premium as well as Malwarebytes Browser Guard.

  6. By the way, if removing Norton doesn't resolve the issue, I also just noticed another possible issue in your logs:

    Location: HKLM\SOFTWARE\Microsoft\Windows NT\CurrentVersion\appCompatFlags\Layers
    C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe          [FaultTolerantHeap]

    Removing that entry from the registry may resolve the issue, assuming it wasn't just added by Windows itself due to the program crashing repeatedly.  Please create a system restore point as indicated in this Microsoft support article, then proceed with the following:

    • Open regedit.exe by typing Registry Editor in the search bar in the START menu and clicking on it to open it, clicking Yes when prompted by User Account Control
      In Registry Editor, click the > next to each folder to navigate to HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\appCompatFlags\Layers and click on the Layers folder to select it
    • Right-clicking on the entry for C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe and selecting Delete and confirming when prompted.

    Once that is done, restart your system and test to see if the issue still occurs or not and let us know how it goes.

    Thanks

  7. Greetings,

    As indicated in the previous thread, the most likely cause is a conflict with Norton.  Please run the official Norton Removal Tool located here and restart your system once it has finished removing Norton, then do the following and see if Malwarebytes works properly or not:

    1. Run the Malwarebytes Support Tool
    2. Accept the EULA and click Advanced tab on the left (not Start Repair)
    3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

    Please let us know how it goes and whether or not Malwarebytes still crashes or not.

    Thanks

  8. Greetings,

    There are signs of PUPs and possible malware showing in your logs.  Please follow the instructions in this topic 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.  In getting the system cleaned up, it's likely the issue with Malwarebytes Privacy will be resolved as well, but if it isn't you may post back here once cleanup is complete and we can proceed with further troubleshooting, but getting the system cleaned up should be done first.

  9. By the way, even if you do end up having to renew your subscription manually (which you will be able to do once the reminder email is sent to your account's associated email address), you can use the same credit card you accidentally removed to do so and it should automatically be added to your account to be used as your preferred payment method for automatically renewing your account going forward according to the information found in this support article.

  10. Greetings,

    I'm sorry you've experienced trouble with the site.  Unfortunately you probably will need to await a response from Support to your ticket which may take a while given the holidays and current situation with the pandemic resulting in lower than normal staffing in Support and a much higher than normal volume of support tickets, however while you've likely tried this already, I can only point you to the information in this support article as well as this support article for updating your payment into, though again, I'm sure you've tried that already based on your description of the steps you've already taken.

    You can post your ticket number here and we can put in a request with the staff to see about escalating your ticket in the hopes of getting a response back to you sooner, and in the meantime if there is anything else we might assist you with please let us know.

    Thanks

  11. What Hardhead says is accurate; you didn't need to buy a new license.  It's likely just an issue with the lifetime license needing to be reset on the backend.  Please try following the steps I outlined above to sign up for an account at My.Malwarebytes.com and adding your lifetime license ID and Key there if it doesn't show up automatically, then try using the Deactivate all function described in this support article, and if your lifetime license still doesn't work to activate the product, please contact Malwarebytes Support directly by filling out the form found here and a member of Malwarebytes Support will assist you with getting your lifetime license key working as soon as they can.  They will also be able to refund your purchase for the new license you just bought since you already have a lifetime license, assuming you don't need the additional license to protect another device.

    • Thanks 2
  12. Greetings,

    It appears you're using a VPN (PIA), please try disabling it and see if that corrects the issue.  I would also recommend signing up for an account at My.Malwarebytes.com if you haven't done so already, using if possible the same email you used when you originally purchased your license.  Details on how to do so can be found in this support article.  If your license doesn't show up there, or if you had to use a different email address, please refer to the information in this support article to add your license manually to your account.

    Once that is done, assuming you can now see your license key in your account, try using the Deactivate all function which should be listed under the installed devices for your license in your account and then restart your system and see if it now activates and works properly, assuming you didn't already try deactivating it that way.

    If it still doesn't, please try a clean install if you haven't done so already to see if that corrects the issue:

    1. Download and run the Malwarebytes Support Tool
    2. Accept the EULA and click Advanced tab on the left (not Start Repair)
    3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

    If it still isn't working, please contact Malwarebytes Support directly by filling out the form on this page and they will assist you directly via email, however keep in mind that it may take several days to receive assistance as the pandemic and holidays have resulted in limited Support resources and a large ticket queue.

    I hope this helps and if there is anything else we might assist you with please let us know.

    Thanks

  13. Correct, as long as the game works and you don't have any issues playing the game or connecting to servers for online play, you don't have to do anything and can just ignore the blocks.  If the blocks do cause any problems then you may exclude the game using the method described by Porthos above to allow an application that connects to the internet which will allow all connections for your game without having to allow any potentially unsafe sites for other web facing applications such as your web browser so that you don't compromise your system's security.  The peer-to-peer nature of most online games frequently leads to them sometimes being blocked by the Web Protection in Malwarebytes as explained above.  This is because many domains/websites can be hosted on the same server/IP address, so even though a connection to a server/IP through your game may be perfectly safe and may not contain anything malicious, other websites/domains hosted on the same IP address may be used for malicious purposes, meaning visiting those sites using a web browser could be risky.

    Either way, as long as the game is functioning normally and you aren't having any issues playing the game, you can simply leave the blocks in place and just enjoy your game, though you may want to activate Play Mode for your game in Malwarebytes as described in this support article so that you aren't interrupted by any notifications from Malwarebytes while playing your game.

    If we can help with anything else please let us know.

    Thanks

  14. Greetings,

    I don't believe you should need to exclude your database, however please keep in mind that if you are running any Server version of Windows that there are specific products for servers as stated in the EULA for Malwarebytes and that the standard consumer version may also have problems and compatibility issues on a server OS.

    If you are using a server OS and need a compatible product, please refer to the following pages for more info on the versions which are designed for and licensed for use on servers:

    https://www.malwarebytes.com/business/endpoint-protection/server-security/
    https://www.malwarebytes.com/business/edr/server-security/

    I hope this helps, and if there is anything else we might be of assistance with please let us know.

    Thanks

  15. Greetings,

    It might be a conflict with F-Secure.  Please try uninstalling F-Secure from your system, then restarting and testing to see if the issue still occurs or not.  If it doesn't you may either keep Malwarebytes running alone, re-enable the built in Windows Defender AV to run alongside Malwarebytes, or try creating exclusions between F-Secure and Malwarebytes to see if that fixes the issue.

    To re-enable Windows Defender AV, open Malwarebytes and go to settings by clicking the small gear icon in the upper right, then select the Security tab and disable the option listed under the Windows Security Center section and restart your computer.  Once the system restarts, Windows Defender should be enabled automatically and should run without issues alongside Malwarebytes Premium.

    If you wish to instead try creating exclusions to see if the two can run alongside each other, refer to the information in this support article for items to exclude/allow/trust in F-Secure for its real-time protection and scanning components, and add F-Secure's main program folder, likely located under C:\Program Files and/or C:\Program Files (x86) to Malwarebytes allow list by using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to have Windows show hidden files and folders to see that location).

    Additionally, it may be helpful to the Quality Assurance and Development teams to get the memory dumps from the crashes.  Please copy the following files to a convenient location where you have full write access permissions such as your desktop then compress them into a single ZIP archive by selecting all of them and right-clicking on one of them and hovering your mouse over Send to and selecting Compressed (zipped) folder and uploading it to a site such as WeTransfer.com:

    C:\WINDOWS\Minidump\122220-56687-01.dmp
    C:\WINDOWS\Minidump\122620-40546-01.dmp
    C:\WINDOWS\Minidump\122920-30312-01.dmp
    C:\WINDOWS\MEMORY.DMP

    To send the file as a link, click on the circle button containing the three periods (...) and selecting the option Get transfer link, then scrolling back up and clicking the round blue + button to browse to the location of the ZIP file and selecting it.  Once it finishes uploading it will provide you with a link to download the file; please post it back here.

    Please let us know how it goes and if you still experience the BSOD or not.

    Thanks

  16. Greetings,

    Yes, you're fine.  The site was blocked by the Web Protection component.  It is possible that the block was a false positive and a member of the Malwarebytes Research team can check and unblock the site if it is if you refer to the information and instructions posted in this topic as well as this topic and then post the information in the Website Blocking FP area by clicking here.

    Once that is done a member of the Research team will review the site and get it whitelisted if it turns out to be a false positive and will confirm that the block is not a false positive if they determine the site to contain malicious content.

    I hope this helps and if there is anything else we might assist you with please let us know.

    Thanks

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