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jackiec

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  1. 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
  2. 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.
  3. 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
  4. 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!
  5. 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/77rsrg47t1
  6. @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 re
  7. @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
  8. Thanks @ridevries Try using Internet Explorer and visiting malwarebytes.com again if possible, and give it a minute to load; sometimes using Chrome or Firefox doesn't pick up the cert. Then, temporarily disable your antivirus applications: Zemana and Bitdefender and anything else that may be having a conflict or interfering with the licensing process; perform the mbarw beta9 install again. I will need some more information if performing the above steps still does not work, do: 1. run command prompt: ctrl-R -> type cmd -> enter (note: command prompt window shoul
  9. @ridevries: I just took a look at your service log and noticed that it is stating an issue related SSL certification. Can you please try visiting https://www.malwarebytes.com and then try reinstalling mbarw beta9 after? Attach the service log again once you've completed these two steps if the licensing issue still occurs. Thanks.
  10. Hi @trlkly, appreciate the feedback and your thoughts. The team knows there is room for improvement as this is our first beta9 release. We will do our best to tackle efficiency throughout further releases so your experience with us can be a pleasant one. Thanks for understanding.
  11. Hi @Jabwabe Our standalone beta products are normally not compatible to run alongside Malwarebytes 3.x due to its nature of being a beta product; therefore, if you have tried to run mbarw beta9 while having your Malwarebytes 3.1.2 installed, it will fail to work. Best practice for running our standalone beta products would be to have only standalone products installed without Malwarebytes 3.x installed. In addition, while testing beta products in general, it's best to test on a computer that would not affect your daily livelihood. Thanks for understanding, and feel free to provi
  12. Hello @1PW and @ridevries: Indeed these steps are correct. Please take a moment of your time to gather this log information so our team can analyze your predicament. Appreciate the help @1PW and thank you.
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