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dcollins

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Everything posted by dcollins

  1. Do you have a file on your desktop named mbst-clean-results.txt? If so, can you attach that in your reply too please?
  2. That could take upwards of 10 minutes, it will skip eventually
  3. Ok, so this looks to be working as expected. Let's break this down into two issues Blocked category is different: If you look at the notification, you'll actually notice that the website being blocked is different. When the category is Malware, the URL being blocked is j.gs. But when the block is for Fraud, the URL being blocked is files.iqoption.com. This happens when the page you're visiting is trying to load different scripts or assets from multiple websites, so this is expected. Notification not showing up: This is due to browser caching. When you go to a site, and then that site doesn't load for some reason (IE: the site doesn't exist, or your antivirus blocked the site) your browser will remember this and cache that response. The next time you try to go to the site, your browser looks in the cache first, and if it has a recent copy of that site, it will try to load that. Since the last time you went to the site, it was blocked, Firefox loads the blocked version. When you click the refresh button, you're telling Firefox to skip it's cache and load the site new, which is why the block then shows up properly. This is a feature of browsers, and is unfortunately not something we can easily bypass without forcing your browser to empty it's cache occasionally. Let me know if you have any questions.
  4. Once you use the Avast removal tool, please try to use Malwarebytes again and make sure things work as intended. If not, please get a new set of logs using the support tool so we can make sure everything is cleaned up properly.
  5. Can you open the Support Tool again, and then click the Advanced tab on the left and choose Gather Logs. Once that completes, upload the zip file from your desktop? This should give us an idea of what happened.
  6. Yep, we'd like to try a few more tests if you don't mind. Please start by updating your Malwarebytes database. We had some recent duplicate entries that would cause the issue with the block notification showing the incorrect type of block (Malware vs Fraud vs Riskware, etc). This support article shows how to manually update your database. Now close all of your web browsers and wait 30 seconds (this clears the internal Malwarebytes cache for notifications). Open Firefox, and open a Private Window (Menu -> New Private Window) Now navigate to iptest.malwarebytes.com Please relay what happens when you navigate to the page
  7. Thanks @cbornes. You should be getting an email from our support team to that email address soon which will contain details on purchasing the license with the student discount.
  8. Can you private message me your school email address and I'll follow up with our marketing team?
  9. Can you try removing Avast to see if that makes a difference at all? WE've seen at least one other report similar to this where Avast was in play.
  10. You're using a very old version of Malwarebytes. I would recommend upgrading to Malwarebytes 3 and using that. If you don't want to upgrade to the Malwarebytes 3, then you should at least update to the last release of MBAM2.x. Once updated, please try running a scan again and see if the issue still persists. If it does, please our new Support Tool to gather logs as outlined in the reply above.
  11. Thanks. I'll still pass the memory dump along to our engineers so we can work on preventing this from happening in the future.
  12. I would've expected that to finish sooner, but this looks a little different. When you disabled Self-Protection, did you restart as well? If not, can you try that, and then try running the game again (you can skip running the batch file)
  13. It looks like you have a broken install of Avast that might be causing some issues. Let's start by using their removal tool and see if that helps the situation at all. https://www.avast.com/en-us/uninstall-utility
  14. Ok, let's try this please: Download and extract Procdump.zip Right click on 4 - mbamservice_crash.bat and choose Run as Administrator The black window should eventually go away on it's own Once it does, please zip up the new .dmp file Upload the zip file to wetransfer.com and generate a download link Reply with the download link
  15. If you disable Self-Protection under Settings -> Protection, does the issue go away?
  16. You won't be able to open the file on your machine, but if you create the zip file and send it to wetransfer.com, we will be able to open it and vie the contents.
  17. When our customers see the benefit of the trial, they are more likely to upgrade. Maybe originally someone just used Malwarebytes to clean up an infection and then let it sit without really paying attention, we want to make sure they're able to full reap the benefits of everything Malwarebytes has to offer. Offering a new trial is great way to do this that shows customers what extra features they can get, but still gives them a way to opt-out of it if they want.
  18. A few people have reported that the information on the map is working as intended, so the issue definitely seems to be with your setup. Without logs though, there's not much we can tell you in terms of why it's not working for your setup. You are welcome to send the logs to me directly if you wish and I can move our conversation to PM to make sure the information isn't released publicly, but at this point, that's our only option.
  19. Thanks, can you please zip up the following file: C:\Windows\MEMORY.DMP You should be able to right click the file and and choose Send to -> Compressed (Zipped) folder which should put it on your desktop. Then you can use wetransfer.com to upload the file and generate a download link. Please send us that link.
  20. Please try the following: In Safe Mode, open the Support Tool Go to the Advanced tab and click Gather Logs When this process completes, use the Clean button to remove Malwarebytes After rebooting, do not install Upload the log file that was created in step 2 in your reply
  21. It won't always happen, but we do reset trials for customers occasionally.
  22. It can handle the telemetry, but since I'm using my machines for lots of testing, it can throw off data and we like to not do that. As for your why nothing showed up, at this point we would need to get some logs from your system. You can either use the Gather Logs function in our Support Tool or just zip up C:\ProgramData\Malwarebytes\mbamservice\logs and attach that zip file.
  23. Hah, good call! I forgot I have our telemetry servers blocked at my house so I don't flood our servers with my test data, hence why my dot didn't show up. @lock, based on your previous posts, you also have our telemetry server blocked, so this makes perfect sense why you didn't see the dot
  24. It looks like Microsoft is having some issues. Try the link again, if that doesn't work, please go to https://live.sysinternals.com and then click on ProcExp.exe to download it.
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