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jackiec

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About jackiec

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  1. jackiec

    Insider Preview BSOD

    Hi @lmod and @magnet0, Our developers are doing their best to provide a solution for the known BSOD/GSODs. Currently, the suggested action is to stay with MB 3.4.5 until MB 3.5 is released. Thanks for the help with our Beta build!
  2. jackiec

    GSOD with Netio.SYS

    No worries, thanks @Soozy! I have reported your finding to the team.
  3. jackiec

    Insider Preview BSOD

    Thanks again lmod.
  4. jackiec

    GSOD with Netio.SYS

    Thanks for reporting this issue @Soozy. If you have a core dump in this location c:\windows\memory.dmp, can you please compress this file with 7zip and provide the download link with wetransfer.com? Would be greatly appreciated and helpful for our development team.
  5. jackiec

    Insider Preview BSOD

    I am currently transferring your dump files to the development team. Thanks!
  6. jackiec

    Insider Preview BSOD

    Hi, please check your message inbox, I sent my email address to you about 50 minutes ago. Let me know if you did not receive it, I can send it again. Thanks @lmod.
  7. jackiec

    Insider Preview BSOD

    @lmod Sounds good. Appreciate your time and effort.
  8. jackiec

    Insider Preview BSOD

    Hi @lmod, Thanks for reporting your issue. Based off your mbst-grab-results logs, I saw a memory.dmp being logged in the FRST logs. Can you please check again to see if there are any core dumps in your C:\Windows\ and for minidumps in your C:\Windows\Minidump\? They will be crucial in assisting our developers for creating a fix. If found, please compress the dump file using 7zip and upload it to www.wetransfer.com send me a direct message with the URL. Thanks.
  9. Hi @Daleos: I will need some additional information to be able to assess your situation. Please answer and perform these steps below: Provide a brief description of the issue How did you encountered the issue and any steps to reproduce it Do you get the same result more than once if you follow the same steps? Y/N Any screenshot(s) of error messages(s) or other incorrect behavior Create and obtain Farbar Recovery Scan Tool (FRST) logs Download FRST and save it to your desktop Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit Double-click to run FRST and when the tool opens click "Yes" to the disclaimer Press the "Scan" button This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions In addition, please provide the log file created by our arwlogs tool. arwlogs.exe is an information gathering tool that neither installs nor does it make system/registry hive changes. Download the trusted, Malwarebytes authored arwlogs.exe utility/tool and save only to a system Administrator's desktop of the system in question. Single right-click the arwlogs.exe icon and select Run as administrator from the Windows context menu. If a Windows User Account Control (UAC) alert/prompt for arwlogs.exe appears, select the "Yes" button to continue. If a Windows SmartScreen warning alert/prompt for arwlogs.exe appears, select "More info" then select the "Run anyway" button to continue. A Command window will appear and its contents may be mostly ignored. When "Press any key to continue . . . " appears at the bottom of the Command window, type any Enter key to close the window. A zipped archive (yyyy-mm-dd-{COMPUTERNAME}.zip) should have been generated to the system Administrator's desktop. Attach the above-zipped archive to your next reply in this topic. Delete arwlogs.exe from the Administrator desktop.
  10. jackiec

    Update via RDP

    Hi @mwb_bobsca, Unfortunately, I am required to hand-off any corporate customers to our Business Support team. I would encourage that you engage them through this: https://www.malwarebytes.com/support/business/#techhelp However, if you can provide me with the logs and the other information I requested above, I can at least start some analysis based on the logs and other information, and will make sure to pass along the analysis to my colleagues at Business Support. Thanks.
  11. jackiec

    Update via RDP

    Morning @mwb_bobsca, let's first assess how your environment is configured. I had a few questions: 1. What is your current installed version and component update version of mbarw? Is it beta8 or beta9? I assume you have beta8 installed, but will ask anyway if your process performed had a different approach. You can find this in the About section of the dashboard. e.g. consumer 0.9.17.661 Component Update Package 1.1.66 or consumer 0.9.18.797 Component Update Package 1.1.86. 2. What operating systems are these workstations running? Windows 7, 8, 8.1, 10? 32-bit or 64-bit? You can find this information by performing a right-click on My computer/This PC and Select System properties under Windows edition and System type. e.g. Win 10 Pro x86 or Win 10 Pro x64. 3. What other Malwarebytes products do you have installed besides mbarw? I will need this data from you in ZIP/RAR/7z format: 1. Gathering setup logs Navigate to C:\Users\<hostname>\AppData\Local\Temp or enter %temp% in an Explorer window (Ctrl-E) and collect any logs that you can find. Please, copy them to your Desktop. Zip these logs and please attach. e.g. mb_setup.log, Setup Log 2017-08-10 #001.txt 2. Gathering arw related logs Download the trusted, Malwarebytes authored arwlogs.exe utility/tool and save only to a system Administrator's desktop of the system in question. arwlogs.exe is an information gathering tool that neither installs nor does it make system/registry hive changes. Single right-click the arwlogs.exe icon and select Run as administrator from the Windows context menu. If a Windows User Account Control (UAC) alert/prompt for arwlogs.exe appears, select the "Yes" button to continue. If a Windows SmartScreen warning alert/prompt for arwlogs.exe appears, select "More info" then select the "Run anyway" button to continue. A Command window will appear and its contents may be mostly ignored. When "Press any key to continue . . . " appears at the bottom of the Command window, type an Enter key to close the window. A zipped archive (yyyy-mm-dd-{COMPUTERNAME}.zip) should have been generated to the system Administrator's desktop. Delete arwlogs.exe from the Administrator desktop. Attach the above-zipped archive to your next reply in this topic. Thanks for your patience.
  12. jackiec

    Beta 9 License failed to activate

    There has been specific changes to our software after beta8, which we did not encounter during our internal testing before releasing beta9. The next installer covers this scenario so people will not have to manually visit the keystone website. I am working with @AdvancedSetup to have it moved back to the mbarw beta forum. Thanks again!
  13. jackiec

    Beta 9 License failed to activate

    Awesome! We assumed that the cert would already be present with mbarw beta9, but unfortunately it was not. Also, the issue did not seem to be related to your system ridevries. However, the team has already resolved this so users like you will not run into this issue again for the next installer. Thanks again for all of your efforts. You are very welcome. NOTE for any user experiencing this issue Problem: mbamservice.log "SSL3_GET_SERVER_CERTIFICATE:certificate verify failed" Fix: Manual cert installation Download cert (https://www.dropbox.com/s/77rsrg47t18w50t/DigiCertHighAssuranceEVRootCA.crt?dl=0) then double click the file and click on "install certificate" and for the cert store, use "trusted root certificates or Root CA store" Update: Next installer will handle SSL cert installation for clients Keywords: certificate, SSL validation error, digital certificate, license key, register
  14. jackiec

    Beta 9 License failed to activate

    @ridevries, that's unfortunate. I noticed your logs still say the same error message, which means there's still a problem with retrieving the SSL certification which is odd to me since you were able to visit malwarebytes.com. Let's perform this first instead of attempting to repeat in safe mode: Make sure you are logged into an local account with admin privileges/admin user. 1. Please visit https://keystone.mwbsys.com/ using Internet Explorer; you should receive a response on the screen that says "OK" which means you've completed the SSL handshake successfully. Then repeat an installation of mbarw beta9 or run your desktop mbarw icon as administrator (right click desktop icon -> run as administrator) 2. If above step still fails to activate your license, then download this cert file and double click the file and click on "install certificate" and for the cert store, use "trusted root certificates or Root CA store" https://www.dropbox.com/s/77rsrg47t18w50t/DigiCertHighAssuranceEVRootCA.crt?dl=0 once installed, perform a reboot/restart on your computer so we can ensure everything is taken into effect and then like previously, repeat the installation or run the mbarw desktop icon as administrator. Thanks for your patience and I appreciate your time and effort. Keywords: certificate, SSL validation error, digital certificate, license key, register
  15. jackiec

    Beta 9 License failed to activate

    @ridevries, that's good news. I was also able to reproduce the same error message ( -8 response code ssl get certification ) with my own system under test, so follow these steps when you have time, and you should be able to start protection. First, ensure that your other anti-malware applications are temporarily disabled. 1. Open Internet Explorer and visit www.malwarebytes.com and wait for a few seconds for the site to completely load. 2. Run your mbarw beta9 executable file and complete the install. (you do not need to uninstall the existing, beta9 should be able to be installed on top of beta8 or beta9 itself) 3. Check the UI and ensure protection has started and everything is green. Then enable all of your anti-malware related applications again. Hope this helps. Keywords: certificate, SSL validation error, digital certificate, license key, register
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