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I can’t use the internet on my computer.

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I need to talk to somebody because apparently while I had Malwarebytes premium, i got a Trojan. I cannot get to the internet on my computer.  I need to talk to someone about this but I keep getting canned responses and no person picks up the phone. Can someone please call me?  I was waiting to renew my subscription until I got paid, which is today, but when I went to go into the site, I found I have no internet.

Edited by AdvancedSetup
Removed PII
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1 minute ago, ElenaH said:

Then how can someone call me to help?

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

Please submit only one ticket/request. Additional tickets will increase the delay.

Be advised it can take 3-5 weekdays for a response after the automated reply with your ticket number.

Edited by Porthos
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Just now, ElenaH said:

I can’t because they want logs and I can’t use the computer to get them

Reply that you can't use the internet.

1 minute ago, ElenaH said:

And I don’t know how to edit my post to remove the phone number

You can't. A staff member will remove it soon.

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1 minute ago, boogeyman said:

There are 3 dots  ...  in upper right of your postings. Click on them and you'll see EDIT. A moderator will probably assist shortly.

They only have Report and Share.  There is no edit button. I looked there first. 

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49 minutes ago, Malwarebytes said:

***This is an automated reply***


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:

  Reveal hidden contents
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. 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.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.


  Reveal hidden contents











If you are having licensing issues, please do the following: 

  Reveal hidden contents

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

I can’t access he internet to get logs for you. 

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You are here, on an Internet Forum that is accessed through the Internet. 
Thus the utilities can be gathered on one device. 
Then use said utilities on the affected PC.  
Then gather the requested logs from the affected PC. 
Then post the results using the device that can access the Internet.


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  • Root Admin

If you have a second computer there in the home you can use a USB thumb drive to copy the Farbar scanner to and gather logs.

Then once gathered put the USB drive into the working computer to upload the logs as an attachment.



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

  • Please rename FRST.EXE or FRST64.EXE to FRSTEnglish.exe
  • After renaming the file right-click over FRSTEnglish.exe and select "Run as administrator"
  • When the tool opens click Yes to the disclaimer
  • Make sure there is a check mark in the Addition.txt check box
  • Press the Scan button.
  • It will make a log FRST.txt and Addition.txt in the same directory the tool is run from. Please attach both logs to your next reply.


Thank you


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I had to order a USB drive which should be here tomorrow. I’m disabled so it’s hard for me to get out, so I order almost everything I need online. I’ll post when I have the information you need. Thank you. 

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