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dcollins

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Everything posted by dcollins

  1. Thanks for reaching out @stulky. We're actually running a test in the UK right now where you can in fact get 10 devices covered for just £39.99! Sorry for the confusion.
  2. The Issue As we improve our licensing management and enforcement, some users may experience some license errors. To help with this issue, we are encouraging users to link their license to their Malwarebytes account so they can stay protected from misuse and control which devices your license may be activated on. To clarify, there is no change to your actual license, any valid license is still valid for the amount of the computers it was purchased for and for the length of the time it was purchased for (including lifetime licenses). However, due to rampant over usage of legacy licenses, some users may see a message stating "The usage level has exceeded the max volume allowed" as shown in the screenshot below. This message occurs when more than one computer is trying to use the same license key. This could happen because you reformatted your computer without first deactivating Malwarebytes, or as we're commonly seeing, an unauthorized third-party reseller sold the key improperly and this led to the key being used on more devices than it was allowed for. Another common reason is that many users believe their lifetime license was valid for more than one computer. However lifetime licenses from Malwarebytes were never sold for more than one computer. We did offer multi-PC licenses, but these were subscription based licenses that required renewals and users who purchased a proper multi-PC license should not see the issue outlined above. The Solution If you experience this issue, there are a few things you can do to try and solve this issue quickly on your own. The recommended path is to use https://my.malwarebytes.com to Manage subscriptions in My Account and make sure that your license is correctly attached to your account. If you can't find the license in your account, make sure to check under the email you originally purchased your subscription with. If you see extra computers in your account that don't belong there, you can Transfer or Deactivate Malwarebytes Premium license key to allow your machine to properly activate using your license. This provides you, as the rightful owner of the license key, protection against further unauthorized use of your license. If the above solution does not work for you, you can reach out to our support teams directly where they can work on getting this issue resolved for you. When you open a ticket with support, be sure to include the following information if you can: A copy of the original proof of purchase The email address you used when you purchased the license Providing that information will help our support staff be able to provide quicker responses to your inquiries so you can continue using Malwarebytes without issue.
  3. Moved this to the browser extension forum as that's where this block is happening
  4. If you would like to downgrade the previous version of Malwarebytes, you can download it here: https://malwarebytes.box.com/s/xq78v2de2k893g1h41upzbtqmsc6t375 You will want to go to Settings -> Application and make sure to disable the top option, "Automatically download and install application component updates"
  5. If you are experiencing this issue, can you please try the following: Remove Malwarebytes 3 Install the Malwarebytes Anti-Exploit Beta Use your computer as normal for awhile and see if the freeze happens again Please respond to let us know if the freeze does/doesn't happen so we can rule out these changes. While we've gotten reports that disabling Web Protection solves the issue, current logs are pointing to Anti-Exploit potentially being part of the problem as well.
  6. If you are experiencing this issue, can you please try the following: Remove Malwarebytes 3 Install the Malwarebytes Anti-Exploit Beta Use your computer as normal for awhile and see if the freeze happens again Please respond to let us know if the freeze does/doesn't happen so we can rule out these changes. While we've gotten reports that disabling Web Protection solves the issue, current logs are pointing to Anti-Exploit potentially being part of the problem as well.
  7. If you are experiencing this issue, can you please try the following: Remove Malwarebytes 3 Install the Malwarebytes Anti-Exploit Beta Use your computer as normal for awhile and see if the freeze happens again Please respond to let us know if the freeze does/doesn't happen so we can rule out these changes. While we've gotten reports that disabling Web Protection solves the issue, current logs are pointing to Anti-Exploit potentially being part of the problem as well.
  8. Thanks for the added info, we are still looking for a solution at this time so any added info is helpful
  9. Yes, there is a difference, but only in terms of how the application looks. The underlying engine and detection capabilities are still the same.
  10. Thanks @Tdrake, can you also answer the question above about your configuration inside of Windows Live Mail?
  11. We will need logs while Ransomware Protection is enabled if possible, as this will let us see what's happening when it's active. Before that though, have you tried adding mutual exclusions for Norton Internet Security? Here's the list of files you'll want to add to the Norton exclusion list: https://support.malwarebytes.com/docs/DOC-1123. You'll need to look on Norton's website for a list of files to exclude from Malwarebytes.
  12. It's not reverse chronological order, but it's not in chronological order either. The order is actually based on the filename of the report that the information is saved in. We agree this isn't right either though, and we have created a task to look at this.
  13. Thanks for this feedback. It sounds like what happened here is that when you woke up the computer but didn't log in, you had a scheduled scan that started. That scheduled scan then paused when the computer went back to sleep. When you woke the computer back up, the scan looked back at when it originally started to determine it's running time. We are aware of this time discrepancy and have it in our list of things to look at.
  14. Thanks @johnhouriedavidson. Any chance you can also provide the logs mentioned below as well, which should help us be able to more closely replicate your setup: Download and run the Malwarebytes Support Tool Do not click on Start Repair Click Advanced on the left side and then click Gather Logs Once the process finishes, attach mbst-grab-results.zip from your desktop in your reply
  15. The first thing I would try is adding exclusions for ESET into Malwarebytes and adding exclusions for Malwarebytes into ESET. Here's the files you'll want to exclude from ESET: https://support.malwarebytes.com/docs/DOC-1123. You'll need to look at ESET's website for a list of files they recommend excluding.
  16. Thanks for this feedback, we'll see if we can replicate this issue using Windows Live Mail. If you don't mind can you share your configuration? How many email addresses do you have configured in Windows Live Mail? Are they using POP or IMAP? What providers are they using (gmail, yahoo, etc)
  17. Thanks for the feedback, we weren't 100% sure this would cause a BSOD or a memory dump. Hopefully a few more people can chime in and provide feedback before we rule this method out entirely, but we'll keep researching for alternatives as well.
  18. Thanks for the feedback @loco. In some of our first posts around this issue, we did identify the issue is with Web Protection and disabling it will serve as a workaround for users, but unfortunately that doesn't get us any closer to a solution. But for those who are unable to provide logs and don't have the time to help diagnose the issue, disabling Web Protection is a good workaround. I would recommend installing our Malwarebytes Extension for Chrome or Firefox if you disable Web Protection as this will help keep you protected while navigating websites at least: https://blog.malwarebytes.com/malwarebytes-news/betas/2018/07/introducing-malwarebytes-browser-extension/
  19. The script I provided should cause a blue screen instead of a system freeze. You will need Web Protection to be enabled inside of Malwarebytes for mwac.sys to be there This is one of the things we've been trying to research (specific drivers, NIC cards, etc) and haven't been able to reproduce so far
  20. Thanks. I understand that second set of logs will require some work and not everyone will be comfortable with purposefully causing their computer to lock up again. Any information we can gather at this point will help a lot.
  21. Sorry for the lack of response so far. Our engineering teams have been working hard to try and replicate this issue so we can understand what's going on and get a solution in place. This issue looks to affect a very small subset of users (less than 1%), couple that with the nature of the issue (the entire machine locking up), and this is a very difficult issue for us to reproduce and understand exactly what's causing. That being said, even though it's only happening to a small number of users, we obviously still want to find a solution for those users who are impacted. As such, can you please follow the instructions below to gather some logs for us so we can try to understand what is happening: Download and run the Malwarebytes Support Tool Do not click on Start Repair Click on Advanced on the left side and then click Gather Logs This process will take a few minutes and once completed, it will put a zip file on your desktop named mbst-grab-results.zip Please upload that zip file in your response There's a second set of logs that will help as well: Download and extract the attached RUNME.zip Right click on RUNME.bat inside the extracted folder and choose Run as Administrator Choose Option 1 and press Enter This will enable driver verifier for our web protection module and turn on a complete memory dump instead of just a kernel memory dump Reboot Turn on Web Protection, and use your computer as normal until it freezes again. Once the computer freezes, it should cause a blue screen. After rebooting, copy C:\Windows\memory.dmp to your desktop. Right click on memory.dmp on your desktop and choose Send to -> Compressed (Zipped) folder. This should create a file named memory.zip Upload the zip file to wetransfer.com and provide the link in your response Once completed, you can then redo steps 2, 3 and 4, but this time choose Option 2 to change things back to default While we have logs from our users so far, getting logs from multiple users helps us see what similarities there are between these computers to understand what's going on. Thanks in advanced, and we will do our best to make sure we're staying more responsive. RUNME.zip
  22. Sorry for the lack of response so far. Our engineering teams have been working hard to try and replicate this issue so we can understand what's going on and get a solution in place. This issue looks to affect a very small subset of users (less than 1%), couple that with the nature of the issue (the entire machine locking up), and this is a very difficult issue for us to reproduce and understand exactly what's causing. That being said, even though it's only happening to a small number of users, we obviously still want to find a solution for those users who are impacted. As such, can you please follow the instructions below to gather some logs for us so we can try to understand what is happening: Download and run the Malwarebytes Support Tool Do not click on Start Repair Click on Advanced on the left side and then click Gather Logs This process will take a few minutes and once completed, it will put a zip file on your desktop named mbst-grab-results.zip Please upload that zip file in your response There's a second set of logs that will help as well: Download and extract the attached RUNME.zip Right click on RUNME.bat inside the extracted folder and choose Run as Administrator Choose Option 1 and press Enter This will enable driver verifier for our web protection module and turn on a complete memory dump instead of just a kernel memory dump Reboot Turn on Web Protection, and use your computer as normal until it freezes again. Once the computer freezes, it should cause a blue screen. After rebooting, copy C:\Windows\memory.dmp to your desktop. Right click on memory.dmp on your desktop and choose Send to -> Compressed (Zipped) folder. This should create a file named memory.zip Upload the zip file to wetransfer.com and provide the link in your response Once completed, you can then redo steps 2, 3 and 4, but this time choose Option 2 to change things back to default While we have logs from our users so far, getting logs from multiple users helps us see what similarities there are between these computers to understand what's going on. Thanks in advanced, and we will do our best to make sure we're staying more responsive. RUNME.zip
  23. Thank you for the logs. There is another set of logs that would help as well if possible, but it's a bit more involved. Download and extract the attached RUNME.zip Right click on RUNME.bat inside the extracted folder and choose Run as Administrator Choose Option 1 and press Enter This will enable driver verifier for our web protection module and turn on a complete memory dump instead of just a kernel memory dump Reboot Turn on Web Protection, and use your computer as normal until it freezes again. Once the computer freezes, it should cause a blue screen. After rebooting, copy C:\Windows\memory.dmp to your desktop. Right click on memory.dmp on your desktop and choose Send to -> Compressed (Zipped) folder. This should create a file named memory.zip Upload the zip file to wetransfer.com and provide the link in your response Once completed, you can then redo steps 2, 3 and 4, but this time choose Option 2 to change things back to default RUNME.zip
  24. We're basing this on number of reported cases versus the number of users on the latest version of Malwarebytes
  25. Sorry for the lack of response so far. Our engineering teams have been working hard to try and replicate this issue so we can understand what's going on and get a solution in place. This issue looks to affect a very small subset of users (less than 1%), couple that with the nature of the issue (the entire machine locking up), and this is a very difficult issue for us to reproduce and understand exactly what's causing. That being said, even though it's only happening to a small number of users, we obviously still want to find a solution for those users who are impacted. As such, if you have not already provided logs, can you please follow the instructions below to gather some logs for us so we can try to understand what is happening: Download and run the Malwarebytes Support Tool Do not click on Start Repair Click on Advanced on the left side and then click Gather Logs This process will take a few minutes and once completed, it will put a zip file on your desktop named mbst-grab-results.zip Please upload that zip file in your response While we have logs from our users so far, getting logs from multiple users helps us see what similarities there are between these computers to understand what's going on. Thanks in advanced, and we will do our best to make sure we're staying more responsive.
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