Jump to content

Malwarebytes Browser Guard not detecting my premium subscription on PC.


Go to solution Solved by AdvancedSetup,

Recommended Posts

  • Root Admin

Hello @Artimind

Can  you please click on the small gear icon to go into Settings, then on the General tab enable the Event log data

Then restart the computer.

Wait about 30 minutes and then use our MBST tool to gather logs

 

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • 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
  • A zip file named mbst-grab-results.zip will be saved to the Public desktop, please upload that file on your next reply

Thank you

 

Link to post
Share on other sites

  • Root Admin

Hello @Artimind

Support has requested the Browser Guard logs as well.

Please click on the Malwarebytes Browser Guard extension icon

Click the Kebab Menu -> then Support

Then click the Download Debug Logs

It should save to your Downloads folder with a name of  BG-logs_v2.6.8 and the date

Please attach that log as well.

 

Thanks

 

image.png

image.png

 

 

Link to post
Share on other sites

  • Root Admin
  • Solution

Hello @Artimind

Let's do some clean up of your system. You have some policies set on Windows Defender that should not be set.

Please copy the Farbar program to your DESKTOP so that it's easier to find in Safe Mode

Farbar (FRST) program is located here currently:  C:\Users\Vincent\Downloads\FRSTEnglish.exe 

 

Then run the following

Start in Safe mode:

  • Press the Windows icon on the keyboard together with the letter I, to get into the Settings.
  • Choose Update and Security.
  • From the menu at the left, choose Recovery.
  • Under the title Advanced startup at the right, choose Restart now.
  • From the window that will appear choose Troubleshoot and then Advanced options.
  • Choose Startup Settings and then Restart.
  • Press number 5, for choosing Safe mode with networking.
  • You will know that you are in Safe mode, if the background is black and Safe mode is written at the four corners of the screen.


After that:

Please do the following to run a FRST fix.

NOTICE: This script was written specifically for this user. Running it on another machine may cause damage to your operating system

  • Select the entire contents of the code box below, from the "Start::" line to "End::", including both lines. Right-click and select "Copy ". No need to paste anything to anywhere.

 

Start::
HKLM\SOFTWARE\Microsoft\Windows Defender: [DisableAntiSpyware] Restriction
HKLM\SOFTWARE\Microsoft\Windows Defender: [DisableAntiVirus] Restriction
HKLM\SOFTWARE\Policies\Microsoft\Windows Defender: Restriction
HKLM\SOFTWARE\Policies\Microsoft\Windows\WindowsUpdate: Restriction
End::

 

  • Right-click on FRSTEnglish.exe on your Desktop, to run it as administrator. When the tool opens, click "yes" to the disclaimer.
  • Press the Fix button once and wait.
  • FRST will process fixlist.txt
  • When finished, it will produce a log fixlog.txt on your Desktop.
  • Post the log in your next reply.
 
 
Link to post
Share on other sites

  • 4 weeks later...
  • Root Admin

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following to help you better protect your computer and privacy Tips to help protect from infection

Thank you

 

 

Link to post
Share on other sites

Guest
This topic is now closed to further replies.
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.