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Ried

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Everything posted by Ried

  1. You're welcome and very glad to hear all is well now!
  2. Hello Joyas, You should have seen a message stating that you were missing an important Windows Update, did you see such a message? From the logs: See https://support.malwarebytes.com/hc/en-us/articles/1500004670861-Windows-2019-09-Security-Update-for-Windows-devices-running-Malwarebytes-home-products Below is the direct link to the 32-bit version of the Windows update that you need: 32-bit: http://download.windowsupdate.com/c/msdownload/update/software/secu/2019/09/windows6.1-kb4474419-v3-x86_0f687d50402790f340087c576886501b3223bec6.msu
  3. This issue was solved in HelpDesk ticket. Again, our thanks for working with us on this! 🙇‍♀️🙂
  4. Hello CustoLibros, I do see your ticket on the HelpDesk, we'll assist you there shortly.
  5. Hi RTL434 I did locate your ticket on the HelpDesk. we'll work via that ticket
  6. Hi Dave, thanks so much and that's exactly why. I would just recommend dismissing the item and just know that is why. It doesn't mean Browser Guard is not protecting you, it just means Security Advisor / Malwarebytes can't see that it's there.
  7. Hi Dave, Very simply put, Malwarebytes is looking for a .default user and the Firefox enumeration in your log output is very odd. Example: FF DefaultProfile: 1drp0t9z.default FF ProfilePath: C:\Users\lriedthaler\AppData\Roaming\Mozilla\Firefox\Profiles\1drp0t9z.default [2022-07-25] In yours, there is only the path to the Profile folder, with no .default user indicated FF DefaultProfile: Profile FF ProfilePath: C:\Program Files\Firefox\Profile [2022-12-11] FF DownloadDir: F: Also, this is very odd, it is typically shown as just Default browser: Firefox Yours is listing out a path? What is that? How are you installing Firefox?
  8. Thank you, I've passed the logs onto the Engineering Team for review.
  9. Hi - they'd like to try to catch more verbose logging when this happens: Open Malwarebytes > Settings (via the gear icon in the upper right corner) Under the General tab, scroll down to 'Event Log Data' and slide the toggle switch to 'ON" The next time you see the error with Malwarebytes Native Message service, quickly run the Support Tool > Gather logs.. I say 'quickly' because the logs grow very quickly with this setting On. We only retain a certain amount of logs, then they drop off. Please attach the new mbst-grab-results.zip in your next reply.
  10. Instructions sent. 🙂 If you don't see the email from Malwarebytes, be sure to check your Junk or Spam folder.
  11. Thanks! We're still being blocked in your hosts file. 0.0.0.0 keystone.mwbsys.com I'll re-open your Support Ticket and reply to you in the ticket - we'll continue there.
  12. Hi Emilio, I closed your Support Ticket since you're being assisted here. Can you please run the Support Tool again and attach a new set of logs so we can verify the hosts file was reset properly?
  13. Thank you, that is quite helpful. I've reported this to our Engineering department and will be in touch with you if there is any other type logging they may need to help isolate the cause.
  14. Hi dbartenstein, thank you for the logs. Just to clarify, is this is happening in Edge browser, or Mozilla Firefox browser? Also, does it happen sporadically, or does it seem to happen when you go to certain webpages?
  15. We'll take care of this via the HelpDesk ticket. Closing this topic
  16. Hi NJeffcoat. As you do have a ticket on the HelpDesk, we'll continue there. Closing this topic for the time being
  17. What would be most helpful in identifying the problem, is if someone is willing to run WireShark while the issue is occurring so we can see which server is having the trouble. If anyone is willing to do that, please PM me. Thanks!
  18. Hi, yes, we are aware that there is a timeout occurring for some folks - it's not our product, it's an issue with one of the servers that they've been working very hard to identify. The host of our servers were able to identify one, but we're not sure if that is the same one that is affecting you folks in the UK. Please keep an eye on it and let me know if the update check fails again. If it does, please see the PM I sent you about an hour ago.
  19. Hi rorym16 would you be willing to send us a set of logs from our Support Tool?
  20. There is an ongoing Support ticket, we'll continue working via the ticket on the HelpDesk
  21. Hello JoeyBob, I'll work with you on this via Private Messaging. Please check your private messages in about 10 minutes.
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