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mumenAlmadaineh

Get Full Protection

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hello

I installed Browser Guard extensions and MalwareByte I have a premium version but the extension still tells me that Get Full Protection

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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.

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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

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Yes, that's correct.  What browser & version are you using?  Which version of Browser Guard?

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26 minutes ago, gatortail said:

Yes, that's correct.  What browser & version are you using?  Which version of Browser Guard?

 

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Hmm, I'm not able to replicate this with the same setup.  Perhaps check for updates on Premium and then try rebooting.

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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

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Under settings, click the check for updates.  Once that's done please reboot your system and see if that clears up the issue.

image.png.94f264cb5ad9e686239e0989312011e5.png

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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.

image.png.94f264cb5ad9e686239e0989312011e5.png

I did these steps but the same problem

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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

 

 

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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?

 

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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

 

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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?

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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

 

 

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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

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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

 

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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

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