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Everything posted by gringo_pr

  1. I am working this case on the Help-desk and it looks to be fixed at this time
  2. Hello TJL I have replied to your support ticket with all the relevant information I am going to close the forum ticket and if you could reply to the support ticket with any other question you may have
  3. I have replied to your support ticket - please continue with me there
  4. Hello LGM4U I am very happy we were able to come to an agreement on the helpdesk - I am going to close this ticket and have a wonderful Christmass
  5. Hello LGM4U I have reviewed your case on the help desk and I have reached out to you in a new ticket - please follow-up with me in the email I sent to you
  6. Hello Guys I have a client at the help desk that has this suggestion I find I difficult to access data on dashboard as the white is too bright and the printed instruction on your new malwarebytes cannot be seen clearly,.and seem to get lost within the white background. Not just by myself but others have commented also. Can you make the Dashboard and the rest more user friendly, otherwise it will only be used by individuals with extremely good eyesight. The previous malwarebytes was much easier to read Good look.x Gringo
  7. Hello First thing I would like you to try is to start in safe mode and let me know if it starts in the normal account Reboot your computer in Safe Mode. For Windows 8 or Windows 10 follow the instructions here – http://www.howtogeek.com/107511/how-to-boot-into-safe-mode-on-windows-8-the-easy-way/ For all other Windows operating systems follow the instructions here – http://support.eset.com/kb2268/?locale=en_US Gringo
  8. Hello Zer0day You can find them in this folder C:\ProgramData\Malwarebytes\MBAMService Gringo
  9. Hello Chamm go into Settings > Protection > Exploit Protection > Manage Protection Applications and then turn off protection on your specific browsers. Gringo
  10. Hello Sophie707 I would like you to open Malwarebytes and click on settings Go to the protection tab at the top you will find 4 on and off switches - I would like you to turn them off and try to run a scan - then turn them on one at a time till you find the one that is giving trouble when you find the one that is giving trouble can you come back here and let us know gringo
  11. Hello I will need to get a couple of reports to start with First open Malwarebytes> click Settings>Application and enable the Event Data log. Wait a few minutes and then I would like you to zip up the report and send it to me please c:\program data\Malwarebytes\Mbamservice\logs\MBAMSERVICE.log After you've done that, turn off the Event Data log option. . This next scanner will not make any changes to your machine on its own, nor will it divulge any personal information that may compromise your security. Please download Farbar Recovery Scan Tool from here http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/ and save it to your desktop. Note: You need to run the version compatible with your system. **After you click the Download Now 64-bit, another page will open — DO NOT CLICK ANY ADDITIONAL 'download now' buttons, just wait and look toward the bottom of your browser for the option to Run or Save. Click Save. •Double-click to run it. Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway. •Click the Scan button. •When the scan has finished, it 2 logs will be saved in the same directory the tool is run. Please attach the following logs in your reply. Addition.txt FRST.txt Gringo
  12. Hello Chamm I would like to know what Anti-virus you have installed? Gringo
  13. Hello @Xauma95 . The protection is actually on but what happens is the pop-up pops up to fast - it is something that the developers know about and they are working on it. What I would like you to do for now is to delay the protection on start-up by 15 seconds open Malwarebytes click on settings go to the protection tab scroll down till you see "Startup Options" Set the "Delay Real-Time Protection When Malwarebytes Starts" to the "ON" Position Next to "Delay Protection For" set it to 15 seconds . Restart the computer and let me know if you still get the popup .
  14. Hello CraigS I have replied to your private message - let me know here if that is fine with you gringo
  15. Taking care of in other topic Closing this one
  16. Hello CraigS A manual renewal will involve a new license and to be able to remove the old license you will need to do a clean uninstall of the original You can download the cleanup tool from here - http://downloads.malwarebytes.org/file/mbae_clean Once you get the new one installed I would like you to private message me the old and the new ID and Key - if there is any time left over I will add it to the new one Gringo
  17. Since this issue is resolved I will close the thread to prevent others from posting here. If you need assistance please start your own topic and someone will be happy to assist you.
  18. Hello . The first program that I would like you to run is “Junkware Removal Tool”: . Download “Junkware Removal Tool” and save it to your desktop. >> JRT.exe << Shutdown your antivirus to avoid any conflicts. Right-mouse click “JRT.exe” and select “Run as administrator” If prompted by the UAC select “Yes” The tool will open, press “Any Key” to start the scanning Please be patient as this can take a while to complete. On completion, a log (“JRT.txt”) is saved to your desktop and will automatically open. Please attach “JRT.txt” to your next reply . The next program that I would like you to run is “AdwCleaner”: . Download “AdwCleaner” and save it to your desktop.>> AdwCleaner << Shutdown your antivirus to avoid any conflicts. Right-mouse click “AdwCleaner” and select “Run as administrator” Click on “I Agree” at the Terms Of Use When “AdwCleaner” opens I want you to click on “Scan” After the scan has completed I want you to click on “Cleaning” At the information screen click on “OK” Once done it will ask you to reboot, allow the reboot – it is very important After the computer restarts a report will be open, Save this report to your desktop and attach it to your next reply . Once both programs are complete then reply back to me with the two reports and remember to let me know how things are doing. . The Reports that I will be wanting are named. JRT.txt AdwCleaner[S0].txt . . If you cannot download it from the links above then please use these links Junkware Removal Tool – http://downloads.malwarebytes.org/file/jrt AdwCleaner – https://toolslib.net/downloads/finish/1/get/MtP2wJKYTkhmJX1N1UVA8hGn09bIvEa7/
  19. I had you do it to the router before - I want you to do it to the computer
  20. Due to the lack of feedback this topic is closed to prevent others from posting here. If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this thread with your request. This applies only to the originator of this thread.Other members who need assistance please start your own topic in a new thread. Thanks!
  21. Since this issue is resolved I will close the thread to prevent others from posting here. If you need assistance please start your own topic and someone will be happy to assist you.
  22. : Why we need to remove some of our tools: Some of the tools we have used to clean your computer were made by volunteer malware fighters and are very powerful and if used incorrectly or at the wrong time can make the computer an expensive paper weight. They are updated all the time and some of them more than once per day so by the time you are ready to use them again they will already be outdated. . The following procedures will implement some cleanup procedures to remove these tools. It will also reset your System Restore by flushing out previous restore points and create a new restore point. It will also remove all the backups our tools may have made. Download DelFix and save it to your desktop: >> Delfix.exe << Double-click “DelFix.exe”. select all options avalible Click the “Run” button. The tool will delete itself once it finishes, if not delete it by yourself. If asked to restart the computer, please do so . : Security awareness: . It is good security practice to change your passwords to all your online accounts on a fairly regular basis, this is especially true after an infection. Refer to this Microsoft article >> Strong passwords: How to create and use them << Then consider a password keeper to keep all your passwords safe. . Always have an Anti-virus installed – >> whats-the-best-antivirus-and-how-do-i-choose-one << Also use an Antimalware program – Malwarebytes Antimalware is a good choice I also use an Anti-exploit program – >> Malwarebytes Anti-Exploit << (I would at least use the free version) . The other question I am asked all the time is “How can I prevent this from happening again.” and the short answer to that is to be aware of what is out there and how to start spotting dangers. . Here are some articles that are must reads and should be read by everybody in your household that uses the internet Internetsafety (Please read) Internetsafetyforkids (please Read)
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