MBAM 4 doesn't work on a Surface Pro 4

[Porthos]

26 minutes ago, Jimmaki said:

..

I would go ahead and cancel that scan and wait for @AdvancedSetup or @LiquidTension gets back to you. Remember this is a Holiday week here in the US and it make some time for a response.

[AdvancedSetup]

Hello @Jimmaki

Unfortunately, at this time I don't have a resolution for you. We are still investigating with our QC department but it is the Holiday and many people have gone on vacation.

If you'd like to remove version 4 for now and go back to version 3 until this gets resolved please let me know.

Thank you

 

[Jimmaki]

Yes, please! I would like you to provide me with downgrade instructions.

Thanx

[Firefox]

 

@Jimmaki, not saying this will fix your issue, however you show to have 1.0.750 Component package, the latest is 1.0.764

Check for updates to get the latest version, may take a couple of try's for it to pick up the latest (as I notice on one of my computers)
 

 

Edited November 27, 2019 by Firefox

[AdvancedSetup]

Hi @Jimmaki

Okay, let's try this one more time please.

Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool. 

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 

If that does not help please let us know and we'll look at doing your memory dump file a different way.

Please note that it is currently a Holiday in the US and many workers will not be back to work until Monday. As such there will be an increased delay due to amount of new requests for support.

Thanks

 

[Jimmaki]

22 hours ago, Firefox said:

 

@Jimmaki, not saying this will fix your issue, however you show to have 1.0.750 Component package, the latest is 1.0.764

Check for updates to get the latest version, may take a couple of try's for it to pick up the latest (as I notice on one of my computers)
 

 

Hi @Firefox

Thank you for taking the time to assist with this matter however, I consider your point of a trivial importance. I think there's something more serious here.

[AdvancedSetup]

Hello @Jimmaki

Just following up to see if you were able to try the above reinstall yet. Please let us know how that goes

 

[Jimmaki]

 

1 hour ago, AdvancedSetup said:

Hello @Jimmaki

Just following up to see if you were able to try the above reinstall yet. Please let us know how that goes

 

Hey @AdvancedSetup

I have already reinstall the app thrice.

[AdvancedSetup]

But unless I'm missing it you did not do it using our tool which does things a bit differently.

 

[Jimmaki]

13 hours ago, AdvancedSetup said:

But unless I'm missing it you did not do it using our tool which does things a bit differently.

 

Hey @AdvancedSetup

Today I performed a reinstallation (for a second time) by using the Support Tool.
As you can see in the screenShot, nothing has changed.

There's also a log file attached.

mbst-clean-results.txt

[AdvancedSetup]

I finished building a new Windows 10 test box and ran the test on my system. I'm working with our internal team to update a newer process method that will run debugging for us in an automated fashion.

Hopefully I'll be able to get that ready by tomorrow or Friday

 

[Jimmaki]

Hey @AdvancedSetup

Thanx mate! I appreciate your efforts.

[AdvancedSetup]

I've sent you 2 private messages. Please follow those directions or let me know in the PM if there are any issues.

Thanks

 

[Jimmaki]

1 hour ago, AdvancedSetup said:

I've sent you 2 private messages. Please follow those directions or let me know in the PM if there are any issues.

Thanks

 

G'day @AdvancedSetup

A .dmp has been uploaded.

Let me know if it's the proper one.

Thanx

[AdvancedSetup]

I'm not seeing anything in the folder. Quite late for me. I'll check back again tomorrow and see.  Please verify the upload completed and was not stopped by any security software

 

[Jimmaki]

Hey @AdvancedSetup

There must be something in your end causing this.

Uploading doesn't work even though winDef has been disabled.

Is there any alternative (eg. email)? Please, feel free to PM me.

[AdvancedSetup]

Is this the full x86 Windows 10 or is this the ARM processor?

There were two other users that were able to upload their logs without an issue. Perhaps a different browser?

We could use wetrnasfer if the file is under 2 GB in size

 

[Porthos]

15 minutes ago, AdvancedSetup said:

Is this the full x86 Windows 10 or is this the ARM processor?

Quote

BIOS: Microsoft Corporation 108.2706.768 04/18/2019
Motherboard: Microsoft Corporation Surface Pro 4
Processor: Intel(R) Core(TM) i5-6300U CPU @ 2.40GHz
Percentage of memory in use: 73%
Total physical RAM: 4021.29 MB

Has a 128 gig ssd

 

Edited December 6, 2019 by Porthos

[Jimmaki]

@Porthos @AdvancedSetup

The zipped file of a 361.4 MB and there's no browser to upload it...

I mean, WTF!!!

[Porthos]

17 minutes ago, Jimmaki said:

The zipped file of a 361.4 MB

We transfer should work but you have patient because consumer upload speed from your ISP can take a good bit of time

[AdvancedSetup]

We have released a new CU2 beta update that does address several issues. Can you please temporarily disable all other security software. If you have Malwarebytes 3.x installed please uninstall it and reboot.

Then download and install Malwarebytes 4 and set it to download beta versions. Then check for updates, it should update, then reboot the computer and try a scan and let me know if that corrects the issue or not.

 

After the update you should have the following or newer updates.

 

 

[Jimmaki]

@AdvancedSetup

It has been "Installing update..." for more than 30 mins.

[AdvancedSetup]

Unfortunately it has been reported by some others that this CU2 beta does not correct this issue. Reverting back to the 3.x version is probably your best option at the moment

 

[Jimmaki]

Hey @Porthos @AdvancedSetup 

Any updates?

[Porthos]

8 minutes ago, Jimmaki said:

Hey @Porthos @AdvancedSetup 

Any updates?

Did you already revert back to Version 3?