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mkaz

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Posts posted by mkaz

  1. 2 minutes ago, exile360 said:

    I think an in--product notification from the tray would be best, especially if there's a way to only trigger it on Windows 7 systems since those appear to be the only ones affected by this issue so far.

    Just let everyone know regardless of OS, but state what OS's are known to be impacted.  Don't limit the communication - it is information of value.  We are all just desperate to get communication out in the first place in a timely manner.  This has been a case study of what NOT to do.

  2. 41 minutes ago, bdubrow said:

    We are not able to replicate on demand. With our internal systems there is still an aspect of timing with this, i.e. we need to let a system run for some time before we see the freeze.

    Has Blizzard.net reported by @tend2it been tested on your test system?  It is one of the few I read where the work "repeatedly" was used.  His posting cites https://us.battle.net/forums/en/bnet/topic/20770537321#post-11 where turning off web protection resolved the freeze issue.

     

  3. 1 hour ago, LiquidTension said:

    Furthermore, our telemetry shows that only a small amount of the user base are actively being impacted by this freeze issue.

    I have no doubt that you and the rest of the staff are working this issue hard.  But I do have to ask how your telemetry will pick up users with freezes in this scenario:

    1. User A has freeze issues and uses Malwarebytes
    2. User A does not know how to troubleshoot this
    3. User A does not know the impact from Malwarebytes (or other interaction)
    4. User A has not input a ticket with Malwarebytes for the issue because he has not troubleshot this down to Malwarebytes yet nor found or visited the forum
    5. User A has performed force shutdowns numerous times
    6. User B is part of a company whose IT staff adjusted or removed Malwarebytes and did not communicate this to your company.  Freezes and force shutdowns led up to this decision.
    7. There are plenty more scenarios of this kind that one can think of

    You telemetry picks up all the force shutdowns around the world???

  4. 24 minutes ago, LAVA said:

    I have been methodically reinstalling the OS, software, and updates while observing the behavior with MBAM 3.6.1.2711 CP 1.0.508  and saving restore points as I go.  Same hardware & drivers as before, except Windows 7.1 Ultimate instead of Enterprise.   I'm down to the last main software package: Adobe CC 2018 (tedious install) and then a few utilities like 7zip, etc.

    So far, no freezes or hangs. 😉

    @Lava, curious whether your OS updates include the new Jan. updates now coming out.....  Today, @JasonGillman posted:

    Today's Microsoft update seems to have fixed the problem and I have been up for several hours without lock up and web protection ON.

  5. 3 minutes ago, torus_ot said:

    Known Workarounds:
    It has been reported that either of the following workarounds have a high success rate in mitigating the issue entirely.

     

    @torus_ot, thx.  I've been following this forum and commenting on it since Dec. 19th and know very well of the reporting you cited.  My comments were simply in support of Malwarebyte users that have no clue of this forum, do not know how to troubleshoot it, have been battling the freeze issue, may have spent countless hours of time and frustration and perhaps even reloading the Windows OS only to have the issue come back if they re-install Malwarebytes.  It seems to me that regardless what  the culprit is, an automated downgrade of Malwarebytes would have resolved a lot of frustration and may still resolve a lot of frustration given this is going on for a month or so now.  This does not stop Malwarebytes for moving forward with identification of a solution.

  6. Is there a technical reason why Malwarebytes never considered pushing clients back to the previous version that did not experience the freeze issue until troubleshooting and a solution is identified?  I can't imagine the troubleshooting and frustration that effected users are going through, especially those without the technical skills to know where to begin, what to test, and where to look for help.  Until a toggle or turning off Malwarebytes completely is performed, Malwarebytes may be one of the last things that your clients are looking at.    I appreciate the consistent communication from Malwarebytes now in the forum.  Thank you.

  7. Great question @loco!  I can't tell you how many forums I review where this is a pact response, "only less than 1%"....

    @dcollins, I do appreciate your involvement now and hope you will keep us updated on a frequent basis.  There are too many threads open, so perhaps you can create one pinned location and direct us all there.  I'll see what I logs I can get to you, but the fact you are requesting logs at this time, as weeks have gone by now with complaints,  is disappointing.  Is the team struggling trying to find a solution?  

  8. @loco, thanks for your perspective.  Is this case, my clients are running anything from MSE, Norton, ESET, Avast, and others so I do not believe it was an AV conflict, this time around.  Regardless who has developed what, isn't it the responsibility of Malwarebytes to FULLY test the integration of the modules thoroughly before release?  No excuse not to have a ton of various VM platforms with the appropriate test methods implemented over days, weeks, etc.  Would you agree?

  9. I am very disappointed that Malwarebytes is not owning this from a communication standpoint and that it takes forum members to keep each other updated.  Thank goodness for forum member support!  I expected at a minimum that Malwarebytes would would be pinned something acknowledging that there is an issue, they are working on a solution, etc..  There is nothing here: https://forums.malwarebytes.com/forum/41-malwarebytes-3-support-forum/

    It is as if there is an internal policy that they can never let the public know they messed up.  I for one appreciate honesty and can be accepting of some rare issues as long as I see the ownership and the communication is out quickly.  I can't imagine how many individuals without knowledge of this forum have spent countless hours trying to identify the source of the issue, lost documents they were working on, re-installed the OS only to see the issue re-occur, etc.

    There are Norton haters out there and I am not promoting Norton, but at least they will own an issue.  They will pin the issue here, in the case of Norton Security: https://community.norton.com/en/forums/norton-security

    And an example of a thread with clear involvement from Staff supporting identification of issues leading towards resolution: https://community.norton.com/en/forums/hot-issues-and-fixes

    This may be the 2nd or 3rd major issue I've witnessed with Malwarebytes and I can't think of a time where they owned the communication letting users know of the issue, that they are working on a fix, and finally that the fix was out.  If I am incorrect, feel free to point out an example I may have missed where they communicated quickly from beginning to end.

  10. I am very disappointed that Malwarebytes is not owning this from a communication standpoint and that it takes forum members to keep each other updated.  Thank goodness for forum member support!  I expected at a minimum that Malwarebytes would would be pinned something acknowledging that there is an issue, they are working on a solution, etc..  There is nothing here: https://forums.malwarebytes.com/forum/41-malwarebytes-3-support-forum/

    It is as if there is an internal policy that they can never let the public know they messed up.  I for one appreciate honesty and can be accepting of some rare issues as long as I see the ownership and the communication is out quickly.  I can't imagine how many individuals without knowledge of this forum have spent countless hours trying to identify the source of the issue, lost documents they were working on, re-installed the OS only to see the issue re-occur, etc.

    There are Norton haters out there and I am not promoting Norton, but at least they will own an issue.  They will pin the issue here, in the case of Norton Security: https://community.norton.com/en/forums/norton-security

    And an example of a thread with clear involvement from Staff supporting identification of issues leading towards resolution: https://community.norton.com/en/forums/hot-issues-and-fixes

    This may be the 2nd or 3rd major issue I've witnessed with Malwarebytes and I can't think of a time where they owned the communication letting users know of the issue, that they are working on a fix, and finally that the fix was out.  If I am incorrect, feel free to point out an example I may have missed where they communicated quickly from beginning to end.

  11. I am very disappointed that Malwarebytes is not owning this from a communication standpoint and that it takes forum members to keep each other updated.  Thank goodness for forum member support!  I expected at a minimum that Malwarebytes would would be pinned something acknowledging that there is an issue, they are working on a solution, etc..  There is nothing here: https://forums.malwarebytes.com/forum/41-malwarebytes-3-support-forum/

    It is as if there is an internal policy that they can never let the public know they messed up.  I for one appreciate honesty and can be accepting of some rare issues as long as I see the ownership and the communication is out quickly.  I can't imagine how many individuals without knowledge of this forum have spent countless hours trying to identify the source of the issue, lost documents they were working on, re-installed the OS only to see the issue re-occur, etc.

    There are Norton haters out there and I am not promoting Norton, but at least they will own an issue.  They will pin the issue here, in the case of Norton Security: https://community.norton.com/en/forums/norton-security

    And an example of a thread with clear involvement from Staff supporting identification of issues leading towards resolution: https://community.norton.com/en/forums/hot-issues-and-fixes

    This may be the 2nd or 3rd major issue I've witnessed with Malwarebytes and I can't think of a time where they owned the communication letting users know of the issue, that they are working on a fix, and finally that the fix was out.  If I am incorrect, feel free to point out an example I may have missed where they communicated quickly from beginning to end.

  12. @Robert, good news.  Looked back at your posts and missed reading if you are on Win 7 or not.  Please confirm.

    I am still very disappointed that Malwarebytes is not owning this from a communication standpoint and that it takes forum members to keep each other updated.  Thank goodness for forum member support!  I expected at a minimum that Malwarebytes would would be pinned something acknowledging that there is an issue, they are working on a solution, etc..  There is nothing here: https://forums.malwarebytes.com/forum/41-malwarebytes-3-support-forum/

    It is as if there is an internal policy that they can never let the public know they messed up.  I for one appreciate honesty and can be accepting of some rare issues as long as I see the ownership and the communication is out quickly.  I can't imagine how many individuals without knowledge of this forum have spent countless hours trying to identify the source of the issue, lost documents they were working on, re-installed the OS only to see the issue re-occur, etc.

    There are Norton haters out there and I am not promoting Norton, but at least they will own an issue.  They will pin the issue here, in the case of Norton Security: https://community.norton.com/en/forums/norton-security

    And an example of a thread with clear involvement from Staff supporting identification of issues leading towards resolution: https://community.norton.com/en/forums/hot-issues-and-fixes

    This may be the 2nd or 3rd major issue I've witnessed with Malwarebytes and I can't think of a time where they owned the communication letting users know of the issue, that they are working on a fix, and finally that the fix was out.  If I am incorrect, feel free to point out an example I may have missed where they communicated quickly from beginning to end.

     

     

     

     

     

  13. @exile360, thanks for the insight.  I have so many Win 7 clients that have called me with the freeze issue and have had to remotely connect to each one to either remove the software because they no longer want it on their computer or had to disable Web and Ransomware protection to keep them going.  I have Win 10 on my work PC's so I did not witness the issue before my clients did.  Nothing in common between them all except that all had Win 7, the latest Malwarebytes updates, and the Dec. Microsoft updates.  I can't be that patient because (a) I have some pissed off clients, (b) Malwarebytes is not owning this communication-wise unless there is something on their website I missed, (c) this tells me there was something missed in the QC of the updates before release.  Call it what you wish, lack of proper testing, can't test every possible computer config in the world, etc.  Why can't Malwarebytes just push out the previous release that was working until they figure out the issues and properly test before releasing any changes again?  Easier said than done? 

  14. @loco, I did not.  Is this the protection layer with the known issue?  I read in another thread that some have turned off Ransomware protection as well.  For now, it was just easier for me to remove Malwarebytes and wait for a solution.  I've performed this on 2 computers and the other person is out of town so his computer will need to wait.  I don't have feedback yet from my first 2 clients.  From my detective work, I believe something was either introduced from the Dec. MS updates that created a conflict or there was a bad update from Malwarebytes around the same timeframe.

  15. @Jaxman, I have experienced the non-predictable freezing with 3 clients that contacted me in the last few days.  They have had issues for up to 2 weeks now.   What is common:

    • All did not experience ANY computer issues before they recently contacted me
    • At times, either leaving the computer or working in programs, the computer will freeze - no mouse or keyboard control
    • All are on Win 7 Home, 64 and 32-bit
    • All have latest Malwarebytes Premium 3.6.1.2711
    • All received Microsoft Dec. 2018 updates on either 12/12 or 12/13 and none experienced any issues before these updates

    Not common:

    • 2 have Microsoft Security Essentials and 1 has Avast Free
    • 1 does not freeze if using IE or FF only; once when he opens Windows Live Mail will freezes eventually occur
    • 1 primarily uses FF and has to use Dragon program for dictation and freezing is random
    • 1 uses Outlook, Office, and other programs

    I had issues using System Restore as it would not work so I manually uninstalled all Dec. 2018 updates and rebooted.  This provided some relief, but only by extending the time-frame for freezes from once every 10-60 min. to 1-2 times per day.

    I was unsuccessful in researching this issue in Microsoft Forums.

    Today is the 1st time I am reading something that is common to all my clients, Malwarebytes Premium installed on all computers.

    I will be attempting to uninstall Malwarebytes Premium from each of the computers, test for freezing over time, and will report back.

    I hope this reaches the Malwarebytes staff for visibility.

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