Jiddo Posted July 7, 2020 ID:1392682 Share Posted July 7, 2020 I have been trying to get help for a problem since Jun 27. Nobody will respond to my emails. Has anyone else had this experience? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 7, 2020 Staff ID:1392683 Share Posted July 7, 2020 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes for Windows Help forum. If you are having technical issues with our Windows product, please do the following: Malwarebytes Support Tool - Advanced Options This feature is designed for the following reasons: For use when you are on the forums and need to provide logs for assistance For use when you don't need or want to create a ticket with Malwarebytes For use when you want to perform local troubleshooting on your own How to use the Advanced Options: Spoiler Download Malwarebytes Support Tool 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 Navigate to the Advanced tab The Advanced menu page contains four categories: Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand. Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot. Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent. Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program. To provide logs for review click the Gather Logs button 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. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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/hc/en-us/requests/new to get help If you need help looking up your license details, please head here: Find my premium license key Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
Jiddo Posted July 7, 2020 Author ID:1392685 Share Posted July 7, 2020 I had downloaded the support tool. I have not received any further communiucation from customer service. Link to post Share on other sites More sharing options...
Porthos Posted July 7, 2020 ID:1392689 Share Posted July 7, 2020 27 minutes ago, Jiddo said: have been trying to get help for a problem since Jun 27. What is your issue? We respond faster here. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 7, 2020 ID:1392698 Share Posted July 7, 2020 Same as what Porthos said above ^^^^ You mention "emails". Do you mean you made a few separate emails to Support ? More than one ? or did you create a help ticket directly on the Support site ? Keep in mind that the automated system makes a initial automated reply. That the Support is quite likely busy with earlier cases. You say you have the support tool. Did you already do the Gather logs step? if so, attach the ZIP file in your reply, and give a brief but to the point description of the main issue. But if it is on licensing, please stick with support. https://support.malwarebytes.com/hc/en-us/articles/360039023453-Upload-Malwarebytes-Support-Tool-logs-offline Link to post Share on other sites More sharing options...
Jiddo Posted July 7, 2020 Author ID:1392753 Share Posted July 7, 2020 (edited) My computer crashed in June. The hard drive had to be erased and the software had to be re-installed. The re-installation of malwarebytes did not work so I asked customer support for help. Here are my emails with customer support: Thanks WHEN IS SOMEONE GOING TO HELP ME? From: Malwarebytes Support Sent: July 2, 2020 7:45 PM Subject: Malwarebytes Support Ticket 3084931 Add your reply above this line. Your support ticket 3084931 has been updated. Please reply to this email to update the ticket with any questions or additional information. Malwarebytes (Support) Jul 2, 2020, 4:45 PM PDT Hello, Thank you for submitting your troubleshooting logs. This is an automated email just to let you know we are in the process of reviewing your information. A support agent will get back to you with an update. In the meantime, you may find an answer to your issue in our Malwarebytes Support site. Thanks! Russ (Support) Jul 2, 2020, 3:44 PM PDT I am transferring your case to our Technical Product Specialists. You will hear from them as soon as possible. I appreciate your patience. To help us troubleshoot your issue, I need you to run our Malwarebytes Support Tool to gather some additional information from your computer. The Malwarebytes Support Tool automates the collection of troubleshooting information that helps us determine the cause of the issue you're experiencing. Click here for instructions on how to upload logs to your ticket using the Malwarebytes Support Tool. When prompted enter your email address: and ticket number: 3084931. Please reply to this email, if you encounter any issues running the Malwarebytes Support Tool. Regards, Sglight Jul 2, 2020, 12:52 PM PDT WHY CAN'T I RECEIVE A REPLY?? Sent: July 2, 2020 11:52 AM Subject: URGENT Fw: Malwarebytes Support Ticket 3084931 URGENT PLEASE REPLY ASAP Sent: June 30, 2020 3:48 PM Subject: Fwd: Malwarebytes Support Ticket 3084931 Sent: Tuesday, June 30, 2020 10:19:25 AM Subject: Re: Malwarebytes Support Ticket 3084931 Where do I find "uninstall executable"? Sent: June 30, 2020 9:12 AM Subject: Malwarebytes Support Ticket 3084931 Add your reply above this line. Your support ticket 3084931 has been updated. Please reply to this email to update the ticket with any questions or additional information. Michael (Support) Jun 30, 2020, 6:12 AM PDT Have you tried Locate uninstall executable, right-click it and choose Run as administratorfrom the menu? If you have any additional questions, please do not hesitate to reply to this email. Thank you for choosing Malwarebytesand have a great day! Sincerely, Jun 27, 2020, 5:25 AM PDT I thought that everything was OK but it is not working. I tried to delete it from Programs in the Control Panel but I get the message " You do not have sufficient access to remove Malwarebytes version 4.1.0.56 from the Programs and Features List". How is this possible since I am theAdministrator? What do I do? Edited July 7, 2020 by AdvancedSetup removed email addresses and names Link to post Share on other sites More sharing options...
Porthos Posted July 7, 2020 ID:1392757 Share Posted July 7, 2020 9 minutes ago, Jiddo said: The re-installation of malwarebytes did not work So where are we now with the computer and Malwarebytes. Also We need to get information from this machine in order to have the proper detail to help you forward. 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 xxx.xx.exe to run the report 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, "Get Started!" Do NOT use the button “Start repair” ! Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK Please attach the ZIP file in your next reply. Link to post Share on other sites More sharing options...
Maurice Naggar Posted July 7, 2020 ID:1392758 Share Posted July 7, 2020 <observation> There were replies by Support. It's not like there were never any replies. Then the last exchanges look to be dated July 2, which then would have run into the ( likely) reduced staffing due to July 4 holiday. You already have the Support tool on your machine. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 7, 2020 Root Admin ID:1392761 Share Posted July 7, 2020 I have edited the reply to remove email addresses and personal names. Please do not post email addresses as those can be used to target spam or phishing directly so you @Jiddo Please go ahead and post the requested logs here and we'll be more than happy to try and assist you Thank you Link to post Share on other sites More sharing options...
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