GillyB Posted August 19, 2017 ID:1155209 Share Posted August 19, 2017 I am not able to understand all tech discussions. This is my first time on here and I have had Malwarebytes for years and have lifelong licence. Non-geek 70+ Grandma who has not installed any programs to have cause this sudden start of notices, in bottom right hand corner, telling my Malw is not updated. Life on my laptop has been uneventful!! I have been onto support all last week and they have been making suggestions and have run FRST. Yesterday I was told to temporarily to turn off Webroot SecureAnywhere. I do not want to do this as this is monitored by a computer company who had to work on my laptop. I will not go into how I was 'scammed' but it was investigated by the Fraud Office and I received all the help I needed. It included Webroot being installed and at their office they will be warned if any threats come in. Now - Webroot was installed in March of this Year 2017. I have had NO problems and I have explained I can only think this issue coincided with a Windows update - nothing else has happened. So...... they have had my report by FRST and that is what they are offering - disable Webroot. Now by googling I have come across this forum. What I have read makes me think this Support Tech - is 'grasping hold of straws' there is an issue isn't there? Interesting when the message comes up and I go into the Malware Screen it can say everything uptodate. Just thought I would say what is happening my end - hello - to you all. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 20, 2017 Root Admin ID:1155335 Share Posted August 20, 2017 Hello @GillyB and If you have the FRST and Additions.txt logs and think you need help, please post them so that we can take a look and see if something is going on or not. If you have the MB-Check log that would be good to post as well. Thank you Ron Link to post Share on other sites More sharing options...
GillyB Posted August 22, 2017 Author ID:1155823 Share Posted August 22, 2017 Yes - I can forward but I would be interested to know why I am being advised to turn off Webroot SecureAnywhere. As I said above this is monitored externally and the issue has only just started. Your thoughts on that please? Link to post Share on other sites More sharing options...
Telos Posted August 22, 2017 ID:1155888 Share Posted August 22, 2017 You shouldn't need to disable Webroot, however, you might need to exclude the MBAM executables/folder from Webroot. MB staff will advise in this thread. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 22, 2017 Root Admin ID:1155979 Share Posted August 22, 2017 Hi @GillyB I'm sorry, but I have no idea what your issue is or what you spoke about with someone else. If you can please provide the logs I will take a look and provide further advice. Thank you Ron Link to post Share on other sites More sharing options...
GillyB Posted August 24, 2017 Author ID:1156681 Share Posted August 24, 2017 Thank you - I have been via email in conversation with the support team and they have created this Support Ticket Number below.. This is the ticket number. If you wish to give me an email address I could forward the 'conversation'. Thank you Malwarebytes Support Ticket #2043620 Link to post Share on other sites More sharing options...
GillyB Posted August 28, 2017 Author ID:1157883 Share Posted August 28, 2017 Are you able to access this Support Ticket? Thank you Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 28, 2017 Root Admin ID:1158010 Share Posted August 28, 2017 Hello Gilly I can access it, but we cannot provide resources of 2 different techs helping you. That causes issues as well as takes time away from other users that want help. If you want help on the forum, we'll help you and close the one on the Helpdesk, or if you want to continue on the Helpdesk that's okay too and we'll close this one. Thank you again Ron Link to post Share on other sites More sharing options...
GillyB Posted August 28, 2017 Author ID:1158031 Share Posted August 28, 2017 I understand. So I am quite happy for you to close the Helpdesk and continue here on the forum. Thank you. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 28, 2017 Root Admin ID:1158051 Share Posted August 28, 2017 Okay, I have requested that your help desk ticket be closed. Please go ahead and run the following for me so that I can see what's going on. Read the following topic and run these scans again and post back the requested log and I'll review and help you. https://forums.malwarebytes.com/topic/190532-having-problems-using-malwarebytes-please-follow-these-steps/ Thank you Ron Link to post Share on other sites More sharing options...
GillyB Posted September 17, 2017 Author ID:1164395 Share Posted September 17, 2017 So sorry delay - my mother has had to go into hospital - back out again - but just trying to get back to some form of normality. I still would appreciate your help but and this has to take a step backwards for moment. Thank you. Link to post Share on other sites More sharing options...
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