Root Admin AdvancedSetup Posted November 25, 2020 Root Admin ID:1423414 Share Posted November 25, 2020 Hello @uncle_adolph Support replied to you about an hour ago. They're looking for additional logs. Please follow their directions and they should be able to help you get this issue resolved. Thank you Link to post Share on other sites More sharing options...
uncle_adolph Posted November 26, 2020 Author ID:1423527 Share Posted November 26, 2020 Sorry, but the only contact I've had from support is the original email acknowledgement from 8 days ago. Link to post Share on other sites More sharing options...
Porthos Posted November 26, 2020 ID:1423606 Share Posted November 26, 2020 7 hours ago, uncle_adolph said: Sorry, but the only contact I've had from support is the original email acknowledgement from 8 days ago. Have you checked your junk/spam folder? Link to post Share on other sites More sharing options...
uncle_adolph Posted November 26, 2020 Author ID:1423670 Share Posted November 26, 2020 3 hours ago, Porthos said: Have you checked your junk/spam folder? Absolutely. Nothing! Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted November 27, 2020 Root Admin ID:1423700 Share Posted November 27, 2020 The email was sent @uncle_adolph I will send you a private message with the full contents of the message. Below is a redacted portion of the reply. Link to post Share on other sites More sharing options...
uncle_adolph Posted December 2, 2020 Author ID:1424648 Share Posted December 2, 2020 Did reply direct on Friday but as yet no response. Wondering if we were any further? Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 2, 2020 Root Admin ID:1424754 Share Posted December 2, 2020 I've escalated your ticket to one of our QA Analysts. I'm working with them now and looking at your logs to see what we can find. Will reply back a bit later today @uncle_adolph Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 2, 2020 Root Admin ID:1424760 Share Posted December 2, 2020 (edited) Hello @uncle_adolph The driver shows to have trouble being found, then when it tries to install a fresh copy the install fails. Let's assume that Bitdefender is not intercepting or causing an issue. Please temporarily disable Bitdefender and do the following. Right click over the Malwarebytes tray icon and exit out of Malwarebytes Right click over the Privacy tray icon and exit out of the program Download the Malwarebytes Support Tool and save it to your computer Locate and run the MBST tool and agree to the EULA On the left side click on the Advanced tab In the middle select the Clean panel and click the Clean button It will remove all installations of Malwarebytes software and offer to reinstall Malwarebytes on restart - please do not allow it to reinstall, cancel the reinstall After the computer restart ensure that Bitdefender is again temporarily disabled Run the MBST tool again and in the left navigation pane of the Malwarebytes Support Tool, click Advanced. In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine In the Gather Logs confirmation pop-up window, click OK. A zip file appears on your desktop named mbst-grab-results.zip please attach that log on your next reply Check and make sure you now re-enable Bitdefender Thank you Edited December 2, 2020 by AdvancedSetup updated information Link to post Share on other sites More sharing options...
uncle_adolph Posted December 3, 2020 Author ID:1424859 Share Posted December 3, 2020 Many thanks; log attached. I did, in fact, uninstall BitDefender a few days back and have not reinstalled it as the licence has expired. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted December 3, 2020 Root Admin ID:1424921 Share Posted December 3, 2020 Hi there @uncle_adolph I've been contacted by the Helpdesk and they say they are working with you on this issue. Please review their reply and follow up with them and they will get you fixed up. Thank you Link to post Share on other sites More sharing options...
uncle_adolph Posted December 8, 2020 Author ID:1425840 Share Posted December 8, 2020 Just checking that Jason got the reply to my ticket as I haven't heard back. Link to post Share on other sites More sharing options...
uncle_adolph Posted December 17, 2020 Author ID:1427586 Share Posted December 17, 2020 Still waiting a reply from Jason to my email on Sunday. This query was first raised almost a month ago and I'm no further forward with it; having paid for an application which I cannot use. Really would appreciate this being sorted. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 14, 2021 Root Admin ID:1432451 Share Posted January 14, 2021 As you have another ongoing forum post as well as a helpdesk ticket I will go ahead and close this topic now. Please stick with the other topic and email. Thanks Link to post Share on other sites More sharing options...
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