Complaint

[Sallyco]

Thanks to malwarebytes😖 I have lost access to one of the best computer financial farm programs and 20  years of data. Your program 😬corrupted my license files when they were quarantined by malwarebytes. Unfortunately Agdata doesn't have any fix for the .plf files  The only fix would be to replace them and unfortunately this cannot be done due to this version being unsupported and the activation software has been decommissioned.

This from Agdata -  "Norton and MalwareBytes have created these issues for quite a number of clients. Unfortunately as they are other programs which AGDATA and Phoenix have no control over we cannot stop them from creating these types of issues. The directors here have emailed these products to try and stop this from happening in the future, however we have had no response from them to date."

This is NOT GOOD ENOUGH

[Malwarebytes]

***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.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. 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.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab on the left column
   
7. Click the Gather Logs button
   
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

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.

 

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

 

[LiquidTension]

Hi @Sallyco,

I'm sorry to hear of the trouble you're having. We can certainly look into the events that took place and check if it's possible to restore your data.

Please start by carrying out the instructions in the post above and provide the generated mbst-grab-results.zip file.

[Sallyco]

mbst-grab-results.zip Details Phoenix V 6 won't load.docx

[LiquidTension]

Hello,

Thanks for providing the file.

We're very sorry for the inconvenience that's been caused. The detections were indeed a false-positive that we've since removed from the database.

Unfortunately, there are no items currently in the Malwarebytes Quarantine. This is due to the machine being restored to a previous point using System Restore. When dealing with a false-positive, the best way of proceeding is to access the Malwarebytes Quarantine and restore the quarantined items directly using Malwarebytes.

Just to confirm there are no other factors involved, you may want to try booting the machine into Safe Mode with Networking and checking if you still encounter the same issue. Aside from that, I'm afraid there's not much else we can do to assist with this issue.

Edited May 16, 2019 by LiquidTension