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Porthos

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Everything posted by Porthos

  1. I am going to ask @AdvancedSetup to assist with getting rid of those leftovers and do some cleanup of your system.
  2. 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. 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 are able to tell the difference between a FP and a legit detection. And if you keep it on, I suggest also turn off auto
  3. Please contact our Business support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help
  4. Please provide the scan log showing the detection. To get the log from Malwarebytes do the following: Single click on the target sight above scanner window. In the new window select Report Double click on the Scan log which shows the Date and time of the scan just performed. Click Export > From export you have two options: Copy to Clipboard - if seleted right click to your reply and select "Paste" log will be pasted to your reply Export toTxt - if selected you will have to name the file and save to a place of choice, recommend "Desktop" then attach to reply
  5. Happy to be of assistance. If you do not have any more issues I will close the post soon.
  6. I see leftovers from Avast. Run the Avast clear tool. https://www.avast.com/en-us/uninstall-utility After the Avast tool restart even if it does not ask. Then, Please do the following Uninstall and reinstall using the Malwarebytes Support Tool See if you can activate.
  7. If you have further issues /questions about Android, I need to let @AdvancedSetup assist further. I do not personally know squat about them. I got to get back to my actual client's computer in the workshop.
  8. Now try the Androids. Activate Malwarebytes Premium on Android device Video: Activate Malwarebytes for Android Be sure you have Android 6.0 or later.
  9. Restart the computer then do the following. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline 2. Run the installer Try to activate your lifetime key. Can you please let me know if that worked ?
  10. Run the above GATHER LOGS instructions.
  11. We need the entire zip file please. If it is on the desktop attach it if not redo the following. After the restart please do the following 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
  12. While we wait for a malware removal expert Please download Farbar Recovery Scan Tool and save it to your desktop. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit Double-click to run it. When the tool opens click Yes to disclaimer. Press the Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply. The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.
  13. Could you get an actual log showing the detection. To get the log from Malwarebytes do the following: Single click on the target sight above scanner window. In the new window select Report Double click on the Scan log which shows the Date and time of the scan just performed. Click Export > From export you have two options: Copy to Clipboard - if seleted right click to your reply and select "Paste" log will be pasted to your reply Export toTxt - if selected you will have to name the file and save to a place of choice, recommend "Desktop" then attach to reply
  14. Please try using an alternate DNS server such as Google DNS as instructed in this article or OpenDNS as detailed in this article.
  15. Just checking. Clean does not take long unless you have a slow computer or internet connection OR both.
  16. I will move your post to the malware removal section. Someone will assist ASAP.
  17. We can assist faster here. But we need logs to assist. 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
  18. Normal Malwarebytes support is available here on the forums. Licensing support can only be done by email with the help desk. Help desk tickets have been taking 3-7 week days not including US holidays. If you make new tickets it makes things longer. Do you have more than ONE ticket number?
  19. Are you seeing this in your my.malwarebytes.com account? is this what you are referring to?
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