jammer #1 Posted May 18, 2018 The last two versions have acted a bit strange.. One. human-initiated scan works up to a point then my Lenovo T61 [Win7 Pro, Firefox, pretty vanilla] gazinta Sleep mode. Consistently. Can wake it up for a second and a half, insufficient time to pause/cancel the scan so bruteforce shutdown is required*.. BUT I just looked and, gee, the (automagic) scan report sez nothing found. Ehh??!! Have performed CLEAN & install of 3.5. Same deal. Hmm can't seem to enable. Web Protection in the premium trial? Two, related issue with my LG K20. Additionally, some of you may? have Android smartphones and perhaps your default email is AOL. Well... long emails from Support have formatted sections, when they get to be a certain length REPLYing to them results in a SEND FAILURE and they wind up in the Outbox. Never knew I had one until now.... attempts to RESEND also go nowhere but seem to have actually been Sent. Thanks. * ...DFIGABH... don't force it, get a bigger hammer. Share this post Link to post Share on other sites
Malwarebytes #2 Posted May 18, 2018 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes 3 Help forum. If you are having technical issues with our Windows product, please do the following: Spoiler If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply: 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 Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file Double-click mb-support-X.X.X.XXXX.exe to run the program You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!" Click the Advanced Options link Click the Gather Logs button A progress bar will appear and the program will proceed to gather troubleshooting information from your computer Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button. After posting your new post, make sure you click the Follow button near the top right of this page, and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post. One of our experts will be able to assist you shortly. If you are having licensing issues, please do the following: Spoiler 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/community/consumer/pages/contact-us to get help If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 Thanks in advance for your patience. -The Malwarebytes Forum Team Share this post Link to post Share on other sites
jammer #3 Posted May 18, 2018 OK here's the (old) logs...am leery of attempting to initiate a scan. Inneresting? point.. keep getting "No internet connection" / "Connection restored"...am sure something's lurking here.. mbst-grab-results.zip Share this post Link to post Share on other sites
dcollins #4 Posted May 18, 2018 @jammer are you using your computer when it goes to sleep, or does it go to sleep from inactivity? Our scans don't currently keep the computer awake so that could be what you're seeing Share this post Link to post Share on other sites
jammer #5 Posted May 19, 2018 Devin, thanks for responding but alas, no, s'not an issue with the sleep/power parms, they're all NEVER. . And why can't Web Protection be enabled in the premium trial? I coulda sworn it was on prior to the latest install... (things that make you go "hmmmmmmm"). S'more here than meets the old eyeball. Check my emails to you guys for more info. Oops just looked, Web Protection's on...now.....weird.... thanks...terry Misc/errata/typos ...popup when you mouseover the MB icon needs hyphens, should read Updates: up-to-date. otherwise it means something else. hyphens matter!! Share this post Link to post Share on other sites
dcollins #6 Posted May 19, 2018 I just read up on the differences between "Up to date" and "Up-to-date", I'll be sure to pass that info along to our UX team, thanks! As for the Web Protection issue, you say things are working now? The logs you posted look to have been posted after you removed Malwarebytes, so the clean install probably helped clean up that process. After re-installing, are you still seeing the issue with your computer going to sleep while scanning? Share this post Link to post Share on other sites
jammer #7 Posted May 20, 2018 (edited) Yer welcome re hyphens...it's a umm thing with me. I recommend "Eats, Shoots, and Leaves", is very entertaining. Things changed slightly... now the laptop (also) freezes entirely while checking files ==> reboot. Still gazinta SLEEP sometimes. Ditto. Not seeing anything obvious in EVENTS log. Gotta be some kind of memory / access exception happening??. -Scheduled- scans appear to work OK but I can't confirm that. The various logs (services etc) aren't informative, MBST takes forEVER to obtain / upload whatever it goes after, with internet access (dis-)connect popups occurring while it's running. Disconcerting. Don't want to run MB on my g/f's machines... Considered running the special version of Anti-Rootkit (mentioned in a related post) but not comfortable with Recovery stuff there... is there an alternative? There are multiple forum entries re sleep-mode issues with prior versions. 'Tis a puzzlement. Oh, premium trial ended I believe. Perhaps the issue / problem has to do with that version? Did I mention I also use AVAST! ? No issues / conflicts prior to now... Thanks. Edited May 20, 2018 by jammer Share this post Link to post Share on other sites
dcollins #8 Posted May 21, 2018 Can you provide a new set of logs with Malwarebytes installed? If the process takes too long, it will automatically stop after 10 minutes and provide a zip file. Share this post Link to post Share on other sites
jammer #9 Posted May 21, 2018 Uhh hmmm well if scan freezes or gazinta sleep mode the logs are pretty well toast, yes? so that sounds like a non-starter.. ps how do I suppress the "enter your text/ hold CTL & right click..." popup? thanks. having a confab later today, will create a game plan & advise. do you have / is there an actual person / department for curating forum topics & fixes? so they're aggregated, classified, annotated, published? just curious. Share this post Link to post Share on other sites
jammer #10 Posted May 21, 2018 Devin, check support ticket 2308704 Share this post Link to post Share on other sites
dcollins #11 Posted May 21, 2018 Thanks, I'll follow up there Share this post Link to post Share on other sites
jammer #12 Posted May 25, 2018 (edited) okay, running a safemode rootkit scan, taking forever. should it scan files also? no hits after 3 hours but it froze initially, picked up where it left off when I restarts the laptop...normal? kill or complete? I'll just let it run until it finishes. Edited May 25, 2018 by jammer add a t/y Share this post Link to post Share on other sites
dcollins #14 Posted May 26, 2018 Since you're working with the helpdesk, let's lock this so it's easier to manage the discussion. Share this post Link to post Share on other sites
