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Porthos

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Everything posted by Porthos

  1. First restart the computer. Next, 1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline 2. Run the installer Can you please let me know if that worked ?
  2. I wanted the logs for diagnostics to find out why it happened. Doing the clean function now throws that out the window.
  3. 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 Thanks
  4. @FLIMASTER Are you having issues gathering and uploading the logs asked for? We can not assist until you do.
  5. Run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Thanks
  6. Personally, It could be lifetime (2050) is close enough to that, it would be gone. I have not used anything Norton since 2004. I am a Defender/ Malwarebytes Shop.
  7. Overkill but it is your computer. But, I would also recommend creating exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues. Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to show hidden files and folders to see it). I suggest turning off fast startup in Windows. Then restart. https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html I wold not ever use any "utility/optimizer" No matter who makes it, even if MB created one(which i doubt it will ever happen). I think I saw that you used Revo to do the uninstall of MB. Only use the MB Support Tool. Also off topic, Your computer is (at least as MS claims now) stuck on Win 10. No 11 for you.
  8. Sounds like you are getting generic "newsletters" that all get when Malwarebytes is purchased. Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to be sure and to get off the mailing list as well.
  9. For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt 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
  10. Do not know if it is actually fixed. Will know if you receive database updates without errors.
  11. Probably a feature not a bug. 22248290_1677578505616889_8317215142345441280_n.mp4
  12. Please wait on your open ticket. Only the support desk can deal with this. Do not create any more tickets as this will delay your case.
  13. First restart the computer. Next, Can you please try this: 1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline 2. Run the installer Can you please let me know if that worked ?
  14. Check you are using the correct email. If it still will not work, Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help
  15. A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply
  16. 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 Thanks
  17. Lets put a hold on things. I just noticed something in the logs. I will ask @AdvancedSetup to assist with cleanup.
  18. Please turnoff fast startup in Windows. Then restart. https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html Please also refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes Surfshark.
  19. Restart the computer then do the following. 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 Thanks
  20. @Chas4 Hi, Do you have "Use expert system algorithms to identify malicious files" enabled? It is located in Settings > Security> Scan option. This is normally disabled by default. In either way, Staff will investigate this and get this fixed. Could you restore the file from quarantine and zip and attach the file here please. Thanks for reporting! FYI. This setting is in the experimental stage. That setting is to detect malformed files, but sometimes legit files use protection that make them malformed. Malwarebytes is still tweaking the algorithms that is why it’s off by default. If you switch it on it is assumed, you can tell the difference between a FP and a legit detection. And if you keep it on, I suggest also turn off auto quarantine. Gives you the time to report FP's and not go thru the extra step to have to restore from quarantine. Please turn off "Use expert system algorithms to identify malicious files” It is located in Settings > Security> Scan option to avoid these detection's
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