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Zedcos

Malware Protection Prob with Free Trial

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Hi there!

 

I've had an older Malwarebytes Free version for 2 years that has run fine, and recently did a scan and found a PUP, which is fairly weird since my computer is usually so clean. So I decided to finally upgrade to the new "updated" version is was always prompting me to do over time, & while I had my reservations, I ultimately did it anyway. Now four days into the Free trial, (vers. 3.5.1), it's all wonky. :( My nightmare. I restarted my computer recently, and there was a pop-up at the bottom notifying me that my real-time protection is off... So I go to dashboard and my Malware Protection is off, & no matter how I try to reach it to turn it back on, it won't turn on. Isn't that the most important feature in Malwarebytes first & foremost, & it isn't on? It's like the slider is dead, so I wanted to know if this is just a thing in the Trial Free Version? My computer also informed me MB didn't shut down properly so it enabled a Program Compatibility Assistance thing to it, which, again, I had never needed before nor have I ever seen this feature before from my computer. :/ And, even though I didn't press it, a scan started on it's own, and is still running no matter if I close MB or not, as soon as I pull it back up one is running. In dashboard to the right under "System" it says, "Updates: Current." I don't know what's going on, but can someone please help me in turning on my Malware Protection please? I can't be without it. And I don't want to waste my free trial while it's not even fully protecting me to see what it's about. Also, when the Free Trial runs out, will I still be protected with Malware Protection? (And, on a side note, does anyone know how to go back to an old Free version of MB just in case?) My anxiety is through the roof here, and I'm not too much of a computer-tech-savvy person. :( I'm also running Windows 7.

 

Thank you very much for the time & help. Really appreciate it.

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***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

    welcome mbst.png
     
  • Click the Gather Logs button

    gatherlogs.png
     
  • 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. Before submitting your reply, be sure to enable "Notify me of replies" like so:

     notify me.jpeg  


    Click "Reveal Hidden Contents" below for details on how to attach a file:
     
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    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.

    mb_attach.jpg.220985d559e943927cbe3c078b
     

One of our experts will be able to assist you shortly.

 

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Thanks in advance for your patience.

-The Malwarebytes Forum Team

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Hello @Zedcos and :welcome:

Let's get some logs first to see what might be going on.

 

Please provide the following logs and we'll verify what is actually going on with your system or Malwarebytes program.

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 - do not click Get Started

    mbst-welcome.jpg.2300dd6068ae92db1bdc8f0
     
  • Click the Gather Logs button

    mbst-gather-logs.jpg.1f7715f40c0a46d4b4d
     
  • 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.

 

Thank you

Ron

 

 

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