Jump to content

Constantly going offline but other laptops in home are working.

MissyAnne
 Share

Recommended Posts

MissyAnne

MissyAnne

Posted
Posted

Husband too Windows 11 laptop to a tech who said he fixed it but was in same condition when returned (at least no charge). Off-line, nothing else. Added no new programs, did not click on any curious links. Tried : Device manager---Network adaptor---unnstall IntelRwifi because it has the "red triangle" in it. Computer searches for a new one. Sometimes no red triange appears, sometimes one does, sometimes it flickers and one appears, disappears and appears again. For the last week I have been able to restart and get online for a short time, or shut down then stay on to watch a movie or check email at night. BUT the technician said that I have had a virus since January 7 and NOBODY CAUGHT IT? It seems as if I have a pile of problems here, nobody to talk to because I usually have no internet most of the time. By the time you get this I will probably be offline. There is a number that I am supposed to send you but I do not know how to find it and I am not going to type my private phone number here. I NEED CUSTOMER SUPPORT PLEASE AS I AM PAYING FOR Premium 4.6.7 and have had almost no computer use for 2 weeks.

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
9 minutes ago, MissyAnne said:

BUT the technician said that I have had a virus since January 7 and NOBODY CAUGHT IT? It seems as if I have a pile of problems here

Please do the following so that we may take a closer look at your system for any possible infections.

Do these 2 steps FIRST so that files and folders are set to SHOW, plus also, Turn OFF Windows Fast Start.
Show-Hidden-Folders-Files-Extensions
https://forums.malwarebytes.com/topic/299345-show-hidden-folders-files-extensions/

Disable-Fast-Startup
https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

Then please restart the computer and do the following.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

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. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run.
  • 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 Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply

    Then be patient for the next expert to take your case.

Thank you

Link to post
Share on other sites
MissyAnne

MissyAnne

Posted
  • Author
Posted

I could not complete the entire help list because it required a case number and you never sent me one via email or your support representative. I am back where I started. PLEASE, PORTHOS, OR SOMEONE SEND ME A CASE NUMBER. I HAVE ALREADY TRIED THE SOLUTION RECOMMENDED! When I clicked in "Advanced" I saw a completely different picture but when I clicked on Dashboard I saw your screenshot and the green check was in the same place as in yours. There was no case no. in that screen so I clicked on the square and nothing happened. There was nothing left on the screen to click on. I cannot find a case number anywhere and there is nowhere where I can simply request what it is, not here nor in my email. I have been without my computer for over a week and am very frustrated. 

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
1 minute ago, MissyAnne said:

I could not complete the entire help list because it required a case number and you never sent me one via email or your support representative.

You do not need a case number to gather the logs to provide here on the forum. See my screenshots.

Link to post
Share on other sites
MissyAnne

MissyAnne

Posted
  • Author
Posted

...and you cannot just message me this case number? I went exactly to where you directed me and a window came up requiring a case number else I could not contnue on... and it was not in "Advanced, " it was in "Dashboard" so the s

creen shot I have showing to go to Advanced was different. I have spent 1/2 day trying to find my case number. Is this really necessary?

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
3 minutes ago, MissyAnne said:

.and you cannot just message me this case number?

No case numbers for forum assistance.

3 minutes ago, MissyAnne said:

and it was not in "Advanced,

Click the square that says advanced on the left and it takes you to the advanced screen

image.png.f83df9069ed85a749856adecc2c18842.png

Link to post
Share on other sites
MissyAnne

MissyAnne

Posted
  • Author
Posted
5 minutes ago, Porthos said:

No case numbers for forum assistance.

Click the square that says advanced on the left and it takes you to the advanced screen  THIS IS EXACTLY WHAT I DID IN EXACTLY THIS PLACE (sorry for yelling I just wanted you to see it)... I had to click on Dashboard to arrive at the screen that shows that I have a case number.

image.png.f83df9069ed85a749856adecc2c18842.png 

 

Link to post
Share on other sites
MissyAnne

MissyAnne

Posted
  • Author
Posted

I think that my computer responds differently than my support technicians does. I have been without a computer on and off for almost 2 weeks and a technician (not yours) told me that I have had a virus since 7 January. I am following directions exactly and not getting the results I am told that I should see, clicking on places, shown screen shots of what should come up and it does not, I am refused my case number so that I can continue on with trying to solve my problem but in my emails and support calls there was none opened because this is a forum but I thought that I was reaching out to the company that I am PAYING to support me but who is sending me messages that my computer is completely clean... but it is not... when I try to get support I must have a case number but your rule is not to give me one so whom do I contact to get one since I am paying the company to keep me able to use my computer?

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
1 minute ago, MissyAnne said:

I am refused my case number so that I can continue on with trying to solve my problem but in my emails and support calls there was none opened because this is a forum

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

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

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

2 minutes ago, MissyAnne said:

but I thought that I was reaching out to the company that I am PAYING to support me but who is sending me messages that my computer is completely clean... but it is not...

This forum is also the official support for Malwarebytes and we can assist you in checking the computer for infection but the logs that were requested are needed to see what is going on with your system.

Link to post
Share on other sites
MissyAnne

MissyAnne

Posted
  • Author
Posted

I repeat, I had to click on Dashboard, not Advanced, to see the screen that shows the screen shot "How can I help you today?" and on the right, "I have a support ticket." However, what do I do then? There is nothing to click on to tell them how they can help me. This is where I am stuck and I have no technician to help me before next Friday. I am ready to cancel you because I cannot even talk to you to get me to the point where you can try to help me. I need my computer

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
2 minutes ago, MissyAnne said:

I repeat, I had to click on Dashboard, not Advanced, to see the screen that shows the screen shot "How can I help you today?"

Ignore that screen and click Advanced on the left. That takes you to the following screen to gather the logs to attach here on the forum.

image.png.4f2f44a9109923628906a06b9bb25fd4.png

Link to post
Share on other sites
MissyAnne

MissyAnne

Posted
  • Author
Posted

That would be good except you are making a wrong assumption but I am OK with that, you do not understand what I am saying... we should be talking and one but clue of that is that whether it is typing this way or in an email it is all internet and internet is the problem. I could go offline any second now again. 

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
5 minutes ago, MissyAnne said:

we should be talking and one but clue of that is that whether it is typing this way or in an email it is all internet and internet is the problem.

All I am trying to do is get you to get us the info needed to assist you one-on-one in this forum.

Sounds like you need someone from support to call you. For that to happen you need to do the following and explain to them in the request what is going on and you would like phone support.

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

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

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

 

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
9 minutes ago, MissyAnne said:

I received an email from Support a few minutes ago and we are working together now. I received my case number by email a few hours ago, yay! because I am still online. Thank-you for the help you gave so far. 

Keep working with the support desk, I will close this topic now so others do not post on it.

Good luck and best wishes.

 

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted

We're glad that we were able to assist you.

The following information will help you to keep your computer and data safer as well as improve your overall privacy

  1. Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.
    https://www.howtogeek.com/780233/best-password-manager/
  2. Make sure you're backing up your files https://forums.malwarebytes.com/topic/136226-backup-software/
  3. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download     https://patchmypc.com/about-us
  4. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
  5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 
  6. Please consider installing the following Content Blockers for your Web browsers if you haven't done so already. This will help improve overall security

Malwarebytes Browser Guard

uBlock Origin

 

Cybersecurity basics & protection
Everything you need to know about cybercrime
https://www.malwarebytes.com/cybersecurity

 

Further reading if you'd like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes. Please tell your friends and family if they too need assistance with malware removal

 

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.
 Share
Go to topic listing

  • 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.