Can't find tech support repsonses

[Sudsy]

I have paid for Malwarebytes Anti-malware and I posted several questions for tech support.  I thought I would get answer via email, but I have got nothing.

 

Soon afterwards, I logged in and saw that the questions were "Solved".  However, I don't know how to read the answers.  When I click on the item, all I see are my original questions, no answers.

 

I have tried there different browsers, but that doesn't help.  I have tested the email address, and it works.

Because I have received no email, I posted a tech support request asking someone to email me as to how to read the answers from tech support.  In a short time, this request was also marked "Solved", but, again, there was no email and no answer online, and I still have no clue as to what to do.

 

Can someone please help me?  How do I read the answers to "solved" tech support questions?

 

Thanks.

 

[AdvancedSetup]

Hello and

It looks like you may have posted a "Report" which is not topic or post for support and regular users cannot read replies as it's meant for site management not support for members.

Here where you have posted is a good start though now. Please let me know what issues you're having and I'll see if we can assist you.

Thanks

Ron

[Sudsy]

Thank for reading and responding to my posting.  I will post two replies.  First about my problem in not receiving tech support answers.  Second, I will post the actual questions that I wanted tech support for in the first place.

 

You wrote:

 

> It looks like you may have posted a "Report" which

> is not topic or post for support and regular users

> cannot read replies as it's meant for site management

> not support for members.

 

Actually, I believe I did post to the proper tech support system.  Please take a look at the screen shot I have attached.  (Notice the URL.)

 

 

Is this an actual tech support  Web page?  If not, can you please point me to the correct page.  If so, can you please tell me how to access the replies.

In other words, how does Malwarebytes give tech support to registered users?  And how to registered users get the replies.

 

Thanks,

 

[Sudsy]

Here is the first of the two questions for which I asked for tech support.

 

I have Malwarebytes Anti-Malware start automatically when Windows starts. I do this because I want the Malicious Website Protection.

 

However, when the program starts in this way, it automatically begins a Threat Scan every time I reboot or start Windows. This slows down everything and is annoying.

 

I would rather do the scan at a time I choose when the computer is not in use.

 

How to I make this happen?

 

Thank you.

[Sudsy]

Here is the second question for which I requested tech support:

 

When do I use a Threat Scan and when do I use a Hyper Scan?

 

Thanks for your help.

[Sudsy]

I have one more question, if you don't mind answering.

My license enables me to use Anti-malware on three computers.

 

How do I -- at any time -- find out how many of the licenses are still available?

[AdvancedSetup]

Yes your request was in the correct location but was on the Help Desk. I thought you meant here on the forum.

I'm not sure of the current status of your Help Desk ticket as it's possible that either our email system or your email system may have possibly blocked it.

If it's doing a scan on reboot then it probably has it set in your settings. If you open MBAM and go to Settings, Automated Schedule you can look at each and edit them to see how they're set. You can remove all of them and then set what you want. My own personal preference would be to set update checks to every 4 hours. Then a Threat Scan about once a week. If you're visiting sites often that might potentially pose more of a threat than normal you may want to set a Threat Scan to every day. (The choice is obviously for you to decide).

As far as a Hyper Scan I find it of no value. We had many users ask for it and wanted something very quick but personally I just don't see the real need for it. If it does find something it cannot remove it and you'll need to do a normal Threat Scan to find and remove it so why not just schedule and run a Threat Scan in the first place. The Hyper should run much faster as it does not check as many things so up to you if you want to use or not, again my preference is to not use it and simply use the Threat Scan.

At this time there is no means for a user to determine how many licenses are currently in operation.

If there is anything else I can assist you with please let me know.

Thank you again

Ron

[Sudsy]

Ron,

 

Thank you for all your answers.  I really appreciate your help.  What you have suggested make sense.  Do you work for Malwarebytes?

 

Wrt...

> Yes your request was in the correct location but was on the Help Desk.

> I thought you meant here on the forum.  I'm not sure of the current

> status of your Help Desk ticket as it's possible that either our email

> system or your email system may have possibly blocked it.

 

The email address shouldn't be a problem, because I have got other email from Malwarebytes at the same address, and I have tested it myself.  And, I don't have a spam filter that might have blocked any replies.

 

How do I find out how the system is supposed to work?  Even when I asked for email specifically, I don't get any, I just see the problem warked "Solved".

 

And, if I call the corporate office, it is literally impossible to get anyone to answer the phone.

I'd like to know because, (1) I may have problems in the future that require tech support, and (2) I paid to register, so I'd like to get the help I paid for.

 

Is there anyone who can look at the attachment I sent you and tell you how it works, so you can tell me?

 

Is it possible that tech support is outsourced to India or something like that?

 

Thank you.

[gonzo]

Next to the ticket number is a description of the ticket.  You should be able to click on that to get more information.

 

Tech Support is not outsourced to India, though it may smell like it on occasion (depending on what they had for lunch).  Send me a private message with your contact information and I'll get you some attention.

 

Ron left out one thing on his answer about a scan on startup.  If you go to AUTOMATED SCHEDULING, select THREAT SCAN (if that's the one that runs) and click EDIT.  The EDIT SCHEDULE will open.  Look for RECOVERY OPTIONS.  If RECOVER MISSED TASKS is checked AND RECOVER IS MISSED BY a small number, the program will try to make up for a missed scan and run one whether you like it or not.  I do a daily scan and leave that setting at 23 hours.  It runs only at the time I want it to UNLESS I have had the computer turned off for more than 23 hours,

 

On the screenshot you posted here, look at text on the right side of it that says HOW TO USE YOUR MALWAREBYTES.  Clicking there gives you access to the User Guide.  It would have answered most of your questions.

[AdvancedSetup]

Yes I am an employee as is Michael (gonzo)

 

All employees here on the forum should be using the same "Malwarebytes Staff" signature.

 

Whether you use the help desk or the forum all help is free. There is no cost for support even if you don't buy the program.

 

Thank you again and please let us know if we've not answered all of your questions

 

Ron

[Sudsy]

Ron,

 

Thank you for your help.  You have answered all my questions except my original question as to how to get replies when I send it a tech support request.  I have written Michael about that, and I hope to get the solution soon.

 

Supposedly, if you just click on your request, it should show you your question plus the reply.  However, it doesn't work.

[AdvancedSetup]

Okay I'll let you work with Michael on that then.

 

Take care

 

Ron