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Everything posted by Ried

  1. Hello Haywire, I do see you just opened the ticket yesterday. The agents work as quickly as they can and should get to your ticket tomorrow. Thank you for your patience.
  2. Hello JayJay80, As I am working with you in your Help Desk ticket, this topic will be locked to avoid confusion.
  3. Hello Beckerino, Engineering would like to get a look at the full Memory dump. Can you please go to C:\Windows\Memory.dmp Right click and select Send To > compressed (zipped) file and upload that for us? You can use a service such as wetransfer.com and provide us with the download link.
  4. Hello Skynotempty We'll continue in your HelpDesk ticket, I'll close this topic to avoid confusion while we work in your ticket.
  5. It was stuck while checking for updates. It is our hope that the logs you sent, will provide Engineering with some insight as to what caused that to happen. It doesn't happen to everyone, and it rarely happens on the same machine more than once, which is what makes this issue so difficult to pin down.
  6. Logs received, thank you so much! We really appreciate your efforts here. Locate the malwarebytes icon in the system tray (lower right of task bar near the clock) Right click the Malwarebytes icon and select 'Quit Malwarebytes' Give it a minute or so to allow everything to close out, then re-launch Malwarebytes via the Desktop icon. Is everything up and running now?
  7. Hello FLIMASTER, I can see from the mbst grab you uploaded, that the software update is in a hung state. Engineering would like to try to gather certain information, I'll be sending you a PM shortly Thanks
  8. Hello Box19. An Agent is already working with you. He replied on Friday, and we received your next reply yesterday, late in the day for our time zone. I'm sure he'll continue with you today.
  9. Your ticket has been replied to, if you don't see the email please check your Junk or Spam folder.
  10. Hello StacRio. Your ticket is being looked into by our Licensing team, you should hear back in the next couple of hours.
  11. Thank you very much, one of the Support tool devs will be taking a look as soon as they can
  12. This portion of LiquidTension's post may be helpful to the Support Tools team if you have the time. Replicate the issue, then: Please download collect_mbst_logs.bat using the link below. → https://malwarebytes.box.com/s/xpz34itvz4kqekayhoplqalehqh9eqnd Open your Downloads folder. Double-click collect_mbst_logs.bat to run the file. Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway. A blue window will appear. Upon completion, a file named mbst-logs.zip will be saved to your Desktop. Please attach the file in your next reply.
  13. Hello BillyBarue, An Agent has replied to your ticket, please continue with him. I'll close this topic to avoid any confusion. Thanks! 🙂
  14. Hello AmyLammie - as you are currently being assisted in your HelpDesk ticket, I'll close this topic to avoid any further confusion. Please continue in your ticket. Thanks! 🙂
  15. I did find your Support Ticket and advised the Agent to close it as you can work directly with the Engineering dept here in this topic. Please upload logs to this topic as soon as you can so @nikhils can take a look and advise further. Please refer to this post for instructions on uploading logs to this topic. Thank you 🙂
  16. Hello Jynx75, Russell replied to your ticket approximately 4 hours ago. If you do not see it in your email, please check your spam or Junk folders.
  17. The reply was sent to you at 8:38am (EST), please check your spam or junk folder.
  18. Hello MartinM We do apologize for the delay in getting to you, they are working as fast as they can. Porthos is correct, submitting multiple tickets is actually more of a hindrance than a help as the Agents take the tickets in order received. The more tickets submitted, the larger the ticket queue, and the longer the delay I did check and can see that they did reply to your ticket 3309098
  19. Hi stevieb333. An Agent on the HelpDesk will get to your ticket today to help resolve the issue with our MB Privacy. Please continue in this topic for assistance in removing the Supremo software that the tech scammers used.
  20. Thanks so much Bill, appreciate it! I've sent it over to them, with the addition of yours, they now feel they have enough. I'll post in here when there is an update
  21. 😄 But they are great pics! That is the way it should be, so I'm glad it's still fine for you. For the others - Engineering is looking into this, thanks so much for providing the logs
  22. Thanks everyone - Bill, you mentioned yours is still on main Settings page, can you please send me mbst-grab logs?
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