mumenAlmadaineh Posted January 16, 2020 ID:1356280 Share Posted January 16, 2020 hello I installed Browser Guard extensions and MalwareByte I have a premium version but the extension still tells me that Get Full Protection Link to post
Staff gatortail Posted January 16, 2020 Staff ID:1356291 Share Posted January 16, 2020 Unfortunately the way Browser Extensions are sand boxed doesn't provide an easy way to see that Premium for Mac is active on a machine. We hope to develop a solution long term. Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356302 Share Posted January 16, 2020 1 hour ago, gatortail said: Unfortunately the way Browser Extensions are sand boxed doesn't provide an easy way to see that Premium for Mac is active on a machine. We hope to develop a solution long term. Please note that I am using Windows OS, not Mac thanks Link to post
Staff gatortail Posted January 16, 2020 Staff ID:1356303 Share Posted January 16, 2020 @mumenAlmadaineh Do you have Premiums Web Protection enabled? Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356323 Share Posted January 16, 2020 32 minutes ago, gatortail said: @mumenAlmadaineh Do you have Premiums Web Protection enabled? do you mean this Link to post
Staff gatortail Posted January 16, 2020 Staff ID:1356354 Share Posted January 16, 2020 Yes, that's correct. What browser & version are you using? Which version of Browser Guard? Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356365 Share Posted January 16, 2020 26 minutes ago, gatortail said: Yes, that's correct. What browser & version are you using? Which version of Browser Guard? Link to post
Staff gatortail Posted January 16, 2020 Staff ID:1356380 Share Posted January 16, 2020 Hmm, I'm not able to replicate this with the same setup. Perhaps check for updates on Premium and then try rebooting. Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356383 Share Posted January 16, 2020 3 minutes ago, gatortail said: Hmm, I'm not able to replicate this with the same setup. Perhaps check for updates on Premium and then try rebooting. Please provide me with more clarification, I did not understand you very well Thanks for your interest and time with me Link to post
Staff gatortail Posted January 16, 2020 Staff ID:1356386 Share Posted January 16, 2020 Under settings, click the check for updates. Once that's done please reboot your system and see if that clears up the issue. Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356404 Share Posted January 16, 2020 47 minutes ago, gatortail said: Under settings, click the check for updates. Once that's done please reboot your system and see if that clears up the issue. I did these steps but the same problem Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356414 Share Posted January 16, 2020 Hello @mumenAlmadaineh Is this a new or updated installation of Malwarebytes 4 ? How long has it been installed? Thanks Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356419 Share Posted January 16, 2020 2 minutes ago, AdvancedSetup said: Hello @mumenAlmadaineh Is this a new or updated installation of Malwarebytes 4 ? How long has it been installed? Thanks hello @AdvancedSetup thanks for your reply The date the program was installed 4/Jan/2020 The program is updated to the latest version Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356420 Share Posted January 16, 2020 No my concern is if this was an update over the top of 3.x or if you have some other antivirus program or extension in Chrome installed that might be blocking the detection of Malwarebytes. We may need you to run our support tool to gather logs but if you have another security product installed we might be able to temporarily disable that for testing. Do you have a lot of add-on extensions for Chrome? Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356424 Share Posted January 16, 2020 24 minutes ago, AdvancedSetup said: No my concern is if this was an update over the top of 3.x or if you have some other antivirus program or extension in Chrome installed that might be blocking the detection of Malwarebytes. We may need you to run our support tool to gather logs but if you have another security product installed we might be able to temporarily disable that for testing. Do you have a lot of add-on extensions for Chrome? I installed version 4 directly and I don’t have other antivirus software before I had some of them but now there is none Yes, I have lot of add-on extensions for Chrome Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356426 Share Posted January 16, 2020 33 minutes ago, AdvancedSetup said: No my concern is if this was an update over the top of 3.x or if you have some other antivirus program or extension in Chrome installed that might be blocking the detection of Malwarebytes. We may need you to run our support tool to gather logs but if you have another security product installed we might be able to temporarily disable that for testing. Do you have a lot of add-on extensions for Chrome? Where can I get Ticket Number? Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356427 Share Posted January 16, 2020 (edited) Please try the following Upload Malwarebytes Support Tool logs manually Edited February 21, 2020 by AdvancedSetup updated links Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356428 Share Posted January 16, 2020 (edited) On 1/16/2020 at 1:18 PM, AdvancedSetup said: Please try the following Upload Malwarebytes Support Tool logs manually mbst-grab-results.zip Edited February 21, 2020 by AdvancedSetup updated links Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356431 Share Posted January 16, 2020 Interesting. There are some other logs missing from that. Can you please run the following as well for me. Please download Farbar Recovery Scan Tool and save it to your desktop. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit Double-click to run it. When the tool opens click Yes to disclaimer. Press the Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply. The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well. Thank you Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356434 Share Posted January 16, 2020 5 minutes ago, AdvancedSetup said: Interesting. There are some other logs missing from that. Can you please run the following as well for me. Please download Farbar Recovery Scan Tool and save it to your desktop. Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit Double-click to run it. When the tool opens click Yes to disclaimer. Press the Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply. The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well. Thank you Before I take the steps that you told me to, I would like to draw your attention to something that this notification appeared to me upon completion of collecting the log Thank you Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356435 Share Posted January 16, 2020 Yes, it tried to run it and save it but our server rejected it for some reason. I'm checking with our team as to why. If you can manually run it that would be appreciated Link to post
mumenAlmadaineh Posted January 16, 2020 Author ID:1356436 Share Posted January 16, 2020 1 minute ago, AdvancedSetup said: Yes, it tried to run it and save it but our server rejected it for some reason. I'm checking with our team as to why. If you can manually run it that would be appreciated how i can manually run Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356437 Share Posted January 16, 2020 In my post #20 it shows how Link to post
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356438 Share Posted January 16, 2020 If Malwarebytes blocks it again please temporarily disable the Ransomware protection module.. Link to post
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