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exile360

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Everything posted by exile360

  1. Greetings, I'm sorry that you are also experiencing this issue. Please try creating an account at My.Malwarebytes.com if you haven't already done so (instructions on doing so can be found in this support article) and if possible, use the same email address to sign up that you used when you originally purchased your license (assuming you still have access to that original email address) and if successful, try resetting your license/number of devices using the Deactivate all function described in this support article and then try reactivating Malwarebytes with your license key again to see if that resolves the issue. If you don't have access to that original email address you can try creating an account anyway using your current email address and adding your license to your account manually by following the instructions in this support article. If that still doesn't resolve the issue then please create a ticket with Malwarebytes Support by filling out the form on the bottom of this page and they will assist you. I hope this helps and please let us know if there is anything else we might assist you with. Thanks
  2. Greetings, Please try opening Malwarebytes directly by navigating to C:\Program Files\Malwarebytes\Anti-Malware and double-clicking on mbam.exe to see if that works. If the same problem still occurs then please try to run the Malwarebytes Support Tool as described below and provide the resulting ZIP file so that we may take a closer look at what is going on with your installation: 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 provide the requested ZIP file from the Support Tool if you are able. Thanks
  3. Malwarebytes 3 is adequate on its own, and generally the firewall provided in modern versions of Windows (basically any version starting with Vista) is generally sufficient and there are plenty of free WFP based firewalls that use the same Windows Filtering Platform APIs built into those newer Windows versions to provide even greater control including outbound blocking so that you can control which programs are allowed to communicate with the internet. Here is a list of several, including Binisoft's Windows Firewall Control which was recently acquired by Malwarebytes: Malwarebytes Binisoft Windows Firewall Control Windows 10 Firewall Control (they have a free version there which is completely adequate in my opinion and it's what I myself use and have used for years, ever since the days of Windows Vista) Windows Firewall Notifier TinyWall Simplewall Free Firewall If you wish to stop paying for antivirus but still want that additional layer of protection as a second opinion then you may either enable the built in Windows Defender included with Windows 8/8.1 and Windows 10 or install Microsoft Security Essentials if running Windows 7 or you can install one of several other free options from the likes of Avira, Avast, AVG, Kaspersky, COMODO or Sophos (there may be others, those are just the ones I recall off the top of my head).
  4. Unfortunately I don't know of a way to make it work. I've looked into the issue and the only way I've found around it is for a process to spoof the credentials/user token of a user/account that has full access to the network device, and I suspect that's probably how Kaspersky accomplishes it unless they are using read-only access and can't actually remove anything they might detect on the network drive which is also a possibility.
  5. OK, thanks, just making sure. To start, go ahead and open Malwarebytes and navigate to Settings>Protection and under Startup Options toggle the option for Malwarebytes to start with Windows to Off then reboot the system. Once that's done, try installing the latest version of Malwarebytes from here and test it out to see if it is able to complete a scan. If you still have trouble then try booting into Safe Mode and see if you can run the Support Tool from there to gather logs. Instructions on booting into Safe Mode can be found Safe Mode. Please let us know how it goes and if necessary please provide the ZIP file created by the Support Tool if you're able to get it to run. Instructions on how to run the tool can be found below: 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
  6. Greetings, It sounds like there may be some kind of permissions problem with the system. Is this a personal computer or is it managed by your work IT department?
  7. Greetings, I suspect the issue may be related to having McAfee on your system, though I also noticed your logs showing that UAC is disabled. I'd strongly recommend enabling UAC as Malwarebytes, like the vast majority of modern software, has been designed to be fully UAC compatible and compliant and UAC is an important security measure. Instructions on resetting UAC can be found on this page. As for the performance issues, I'd suggest creating exclusions between McAfee and Malwarebytes to see if that improves the situation. The list of items to exclude from McAfee's protection modules can be found in this support article and you should exclude McAfee's program folder(s), usually found under C:\Program Files and/or C:\Program Files (x86) along with any McAfee data folders likely located under C:\ProgramData from Malwarebytes using the method described under the Exclude a File or Folder section of this support article. Please let us know if the issue is now resolved or not. Thanks
  8. Support will resolve the issue again, and this time I'd recommend creating an account at My.Malwarebytes.com if you haven't done so already and have Support link all of your licenses to that My.Malwarebytes.com account so that in the future you may manage and reset your licenses on your own without having to wait on them to do it which will make reinstalling and migrating licenses much easier in the future.
  9. OK, using Task Manager please create a memory dump of the crashing process; you'll find instructions on how to do so here. Be sure to select the option at the bottom of Task Manager to Show processes from all users and get a memory dump for the crashing process (most likely either MBAMService.exe or mbam.exe) and then locate the dump which will be created in a temp folder and copy it to a convenient location such as your desktop and then right-click on it and hover your mouse over Send to and select Compressed (zipped) folder and attach the resulting ZIP file to your next reply. I'll ping a member of the Malwarebytes Support team to take a look. @LiquidTension would you mind taking a look please? Thanks
  10. Great, thanks. It looks like there's still one folder that requires cleaning up. Please try deleting the folder C:\Program Files\Malwarebytes then try installing the latest version of Malwarebytes from here and let us know how it goes. Thanks
  11. OK, no problem. If you want to check with Support to verify the key you can. If it turns out that your key is legitimate and that it's just showing up as registered due to your previous activation then they can correct that for you and get it synced to your account. Several users have reported success in doing this so I'd definitely recommend giving it a shot just in case your license does turn out to be legit. No reason to lose the money you paid for your license if you don't have to.
  12. You can try to using the method described in this support article. It has been successful for many, though it is also possible that you may end up needing to contact Support to have them sync your license to your account.
  13. Malwarebytes cannot scan network attached storage which is why it cannot see your mapped drives and that's also why the option to scan them is grayed out. The scan engine cannot access network attached storage devices due to the way that Windows handles access permissions where the built in admin/system accounts for a system do not automatically have full read/write access to network attached storage devices.
  14. Greetings, The current licenses only have a single string so you already have the entire license ID. It was only the older licenses from years ago that had both an ID and Key. If you follow the instructions in this support article then it should reactivate your Premium product. If that fails then please try signing up for an account at My.Malwarebytes.com using the same email address you used when you originally purchased your license and you should be able to reset your license there so that you may activate the product on your system again. You'll find instructions on how to deactivate the previous installation in this support article. If you still have trouble then please contact Malwarebytes Support by filling out the form on the bottom of this page and they will assist you.
  15. If it was an actual web block then there should be an entry in your protection logs showing that a connection attempt to a malicious website was blocked, however I suspect it may be due to an issue they recently fixed on the consumer side where some connections were being blocked due to a driver issue and if the latter is the case then there will be no logged detection/block entry.
  16. If any of you have not done so already, please create a support ticket with Malwarebytes Support by filling out the form on the bottom of this page and they will assist you directly via email as soon as they are able. They respond to tickets in the order in which they are received, so the sooner you get your ticket created, the sooner they will respond. Based on recent reports from users who have successfully done the same to get their licenses sorted out, the wait times seem to be anywhere from 1~3 days depending on how busy they are. I do not know how they will be staffed for the 4th of July holiday coming up, so that might also delay things a bit, however they will assist you as soon as they can to get your licenses sorted and connected to your own accounts on My.Malwarebytes.com so that you will be able to manage your own licenses without their assistance going forward (they had to do the same for me a while back which is the only reason I didn't have this same issue when I installed 3.8 as I'd already experienced it with 3.7.1 and they got everything sorted out then when I contacted them).
  17. Yes, you must wait on Support. They are the only ones with direct access to the backend of the licensing system. They will need to reset your licenses and connect them with your My.Malwarebytes.com account so that you'll be able to manage your licenses yourself going forward. Until that process is complete, none of the other steps will help. Unfortunately as Support has been pretty busy lately, it likely will be at least a day or two before they will be able to respond depending on their ticket queue, however they do respond to tickets on a first come, first served basis so they will reply to you as soon as they can.
  18. There appear to be a lot of leftovers from an older 2.x version of Malwarebytes. Those likely need to be removed in order for the new version to work properly. Please do the following and it will hopefully clear out what remains of that older Malwarebytes installation: 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 when prompted, do NOT allow it to reinstall Malwarebytes yet. We need to make certain that old version is gone first. Next, please do the following: 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; again, please don't try reinstalling Malwarebytes yet, we need to see the logs first to make sure that all those older entries and files are gone. Thanks
  19. I too had issues getting my licenses migrated to My.Malwarebytes.com at first as well and so I did contact Malwarebytes Support and they took care of it, and ever since then I'm now able to see all of my lifetime keys, where they are installed, deactivate/reset them and migrate them as needed. Many users are currently in the same boat having to get Support to get everything synced up with the new system for their accounts, but that hardship is just a one time thing based on my experience, and once they get it done the user has full access and control to manage their keys/activations without having to contact Support for help with them from that point on.
  20. Thanks for the feedback. Like you, I had no trouble with the upgrade, though I too also already dealt with getting my lifetime licenses migrated into the new license management system at My.Malwarebytes.com so that's likely why. Once everyone gets their licenses/keys migrated into the new system they shouldn't have any more issues like we've been seeing lately; it's just a side-effect of the new licensing/management system being put into place to keep track of everything, but once your licenses are in there, it's easy for you to reset and migrate them on your own so reactivating them after a fresh Windows install or moving them to a new system is a lot easier and can be accomplished without having to contact Support to get them to do it. That's a huge part of the new licensing system that doesn't get a lot of attention, but it's a really great feature for longtime customers, especially those with lifetime licenses because we'd always have to contact Support to get our keys/activations reset in the past whenever we hit the threshold for the max number of devices/installations for our licenses but now we have the control to manage and reset them on our own via the new My Account web portal and I think it's great.
  21. Excellent, I'm glad to hear it If there is anything else we might assist you with please don't hesitate to let us know. Thanks
  22. Greetings, Please do the following and let us know if it corrects the issue or not (be sure to download the Support Tool from the link provided below as it is the latest version): 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 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 Once that's done, please check to see if the issue is now resolved or not and let us know how it goes. Thanks
  23. Detected as PUP.Optional.Montiera: Archive can be found at the following links (they are identical): https://www.majorgeeks.com/files/details/free_mp3_cutter_and_editor_portable.html http://www.musetips.com/downloads/MP3Cutter_Portable.zip VT Scan (Malwarebytes is the only one detecting it for now at least) And here is the scan log showing the detection: Malwarebytes www.malwarebytes.com -Log Details- Scan Date: 7/2/19 Scan Time: 7:44 AM Log File: 2a350787-9cc7-11e9-b999-000000000000.json -Software Information- Version: 3.8.3.2965 Components Version: 1.0.613 Update Package Version: 1.0.11364 License: Premium -System Information- OS: Windows 7 Service Pack 1 CPU: x64 File System: NTFS User: Exile-PC2\Exile -Scan Summary- Scan Type: Threat Scan Scan Initiated By: Manual Result: Completed Objects Scanned: 223155 Threats Detected: 1 Threats Quarantined: 0 Time Elapsed: 0 min, 52 sec -Scan Options- Memory: Enabled Startup: Enabled Filesystem: Enabled Archives: Enabled Rootkits: Enabled Heuristics: Enabled PUP: Detect PUM: Detect -Scan Details- Process: 0 (No malicious items detected) Module: 0 (No malicious items detected) Registry Key: 0 (No malicious items detected) Registry Value: 0 (No malicious items detected) Registry Data: 0 (No malicious items detected) Data Stream: 0 (No malicious items detected) Folder: 0 (No malicious items detected) File: 1 PUP.Optional.Montiera, C:\USERS\EXILE\DESKTOP\DOWNLOADS\MP3CUTTER_PORTABLE.ZIP, No Action By User, [1430], [299417],1.0.11364 Physical Sector: 0 (No malicious items detected) WMI: 0 (No malicious items detected) (end) Just in case this is a case of mistaken identity (though unlikely I'm sure given typical detection methods), there is another 'MP3 Cutter' application found here, though it isn't detected by anyone currently and I don't actually know if it's legit or not, it might just have the same name by coincidence: https://mp3cutter.org/down/mp3cutter.exe
  24. Excellent, just for reference this is a behavior we've seen occasionally in the past on some systems, but to my knowledge no specific bug or culprit/cause was ever identified so my personal suspicion is that it is most likely either related to permissions or simply a corrupt installation of Malwarebytes and hopefully a fresh install of Malwarebytes will fix it. Hopefully the solution will be as simple in your case. Thanks
  25. By the way, just for future reference, the Threat scan actually checks all processes and threads/modules loaded into memory along with all known loading points in the registry and file-system, so if an active threat is present on the system on a secondary drive (or any other unusual location not normally known to contain malware) it will still be scanned/detected. The only type of threat that might escape the Threat scan would be a dormant threat that is not active/has not been executed (such as a piece of malware manually downloaded from the web that hasn't actually infected the system but is simply residing dormant/inactive in a location not checked by the Threat scan, however such objects would be harmless until executed anyway, and it's a good idea if using the free version to scan any new files you download from the web prior to executing them anyway).
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