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Posts posted by Porthos

  1. 52 minutes ago, phdavis said:

     I hope there's a work around. 

    I suggest you contact support and get a refund for one license. Apple is the one to blame.  Their policy's do not allow outside purchases.

    Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

    If you need help looking up your license details, please head here: Find my premium license key

    53 minutes ago, phdavis said:

    This isn't right, at least this wasn't disclosed prior to purchase. 



  2. The Malware.Heuristic.1001 detection's can be corrected by turning off the non default setting

    "Use expert system algorithms to identify malicious files" enabled? It is located in Settings > Security> Scan option.

    This is normally disabled by default.

    Staff will deal with the AI detection's.

  3. This is a Browser Guard Block

    Browser Guard is a free browser extension that is also offered by Malwarebytes.  It is separate from the commercial products, in terms of its behavior and also in terms of the teams responsible for it.  The forum that you posted in was for the commercial products.  Many Browser Guard users post here.  Your post has been  moved to the proper place and all the posts (commercial or free) get taken care of as soon as possible.


    The attached file is not detected by the consumer or commercial versions of Malwarebytes.

    The engine format and configuration in VirusTotal is different than the consumer and corporate products’ default configuration. In VirusTotal Malwarebytes uses a command-line engine with different configuration and detection techniques/heuristics which might detect more than the commercial product. There are also false-positive suppression mechanisms in the commercial product which are not present in the command-line engine in VirusTotal.

    This will eventually fix itself in Virustotal as well, as Malwarebytes has no control over this. Virus Total is having trouble reaching Malwarebytes cloud.


  5. 2 minutes ago, JimHolley said:

    After several attempts, I gave up and decided to request help.


    I'm sorry the software isn't working properly but we'll do our best to help.

    To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

    NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.


    • Download the Malwarebytes Support Tool
    • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
    • In the User Account Control pop-up window, click Yes to continue the installation
    • Run the MBST Support Tool
    • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
    • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
    • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply


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