Can someone contact malwarebytes for me please?

pintree3 · 24 Aug 2015

Hi I know this is an extremely odd request. I came here because I trust you guys and you are reliable. I will explain my odd request.
I recently moved to China. My record here will show I have been mainly in Canada. Anyhow, though I am using a VPN. I seem to be unable to contact malwarebytes. I went to their 'email us' page. I have used the 3 major browsers (Firefox, Chrome and IE, I then downloaded two others. I have disabled all add-ons, accepted all cookies etc. etc and yet I get the following message when I click on send, "The system thinks this is spam. Fill out the captcha below and try again."Well, here's the thing, I can not see any captcha.
so if they can contact me somehow, or if you could get an actual email address (I could not find one) I will write to them this way.

Should you be interested (or they) my question/problem was this:
I have been given a PC by my employer overseas which actually still runs on Windows XP--which to me means having to learn it all over again. Anyhow, I installed and ran ur software. Did not change it's defaults so I am hoping that deleted items are actually not deleted but quarantined and therefore can be restored. After accepting the found malware items I agreed to delete/quarantine them and was asked to reboot. But now Windows won't start. I am stopped by windows and even its solution--possibly needing to go online--won't work hence I need to go back to how things were (how can this question not be in your FAQs?). I am hoping I can do so in safe mode or something. (I prefer not to use the windows restore point if possible for other reasons--installed software, updates etc.).
thank you

derekimo · 24 Aug 2015

Their forum manager is a member here,

https://www.sevenforums.com/members/advancedsetup.html

This member is also active over there,

https://www.sevenforums.com/members/moxiemomma.html

pintree3 · 24 Aug 2015

Thanks will try the 1st link and then the 2nd if needed. love ya bro I really appreciate this.

MoxieMomma · 24 Aug 2015

Hello:

I don't know if @AdvancedSetup has had a chance to reply to you???

You wrote:

After accepting the found malware items I agreed to delete/quarantine them and was asked to reboot. But now Windows won't start.

Sorry to hear that you are having trouble booting the XP system after malware removal.
The malware has likely damaged the system.

I understand that you have been unable to log a help desk ticket HERE, perhaps because of the VPN.

As you are able to access THIS forum, I suggest that, for starters, you might want to:

Follow the advice here as best you can (I understand that you won't be able to post the requested logs if the system will not boot): Available Assistance for Possibly Infected Computers
THEN, please open a new post here for free, expert help: Malware Removal Help

When you do, it might help to include a link back to this thread:

Code:

https://www.sevenforums.com/system-security/379458-can-someone-contact-malwarebytes-me-please.html

For the record, according to the EULA, use of MBAM on a business/work/government/non-profit computer requires business licensing. However, the malware experts will do their best to assist you with cleanup; you can sort the licensing issues after that.

Please let us know how it goes.

Thanks,

pintree3 · 25 Aug 2015

Thank you so much MoxieMomma. You are a godsend.
Let me see if i understood your words instructions correctly.
you 1st wrote: "I understand that you have been unable to log a help desk ticket HERE, perhaps because of the VPN."
Yes, correct. but i did not know it was because of the VPN, i also tried it without the vpn, as i said i never saw a captcha regardless of what browser i used.
you then wrote: "Follow the advice here ...... Assistance for Possibly Infected Computers"
In Option 1 —— Free Expert advice....Forum.'' I can only do this "Please read and follow the directions here, " and then I think you are offering me ''Option 2 —Contact Support via email" Can NOT be done as you know.

You then wrote: ''For the record, according to the EULA, use of MBAM on a business/work/government/non-profit computer requires business licensing. ....."

To this I will say, the problematic PC where this happened is not on a "business/work etc. environment." It is on a home computer; given (lent) to me at my home while I live here.
I am a teacher. i work in a classroom and not in an office. Should you require evidence of this I will gladly provide it. Most of the paperwork includes English so you will be able to read it.

pintree3 · 25 Aug 2015

OK we begin with an unfortunate dead end. since all info, what I need to do comes from here: ''Follow the advice here ...... Assistance for Possibly Infected Computers" whereby the only instruction given is: "Please download Farbar Recovery Scan Tool and save it to your desktop." As you can see this is not doable. there is no desktop since I can not go that far. I am stopped before even getting to the desktop and the option given at this point of my boot (as described) is to click somewhere, which I assume is to have the pc connect to Microsoft, and this does not work/does not connect me or anything else.
If I could get to the desktop I would simply open malwarebytes and reverse everything (assuming the deleted items were quarantined and not deleted).
BTW there is one option, I think, if i can get to windows restore point, would this take me back to the pc before I did the deleting? If I have no other choice and this is doable, then I would do it.

MoxieMomma · 25 Aug 2015

Hi:

Sorry you are having troubles.

As I mentioned in my earlier reply, I understand that you probably won't be able to post the customary preliminary diagnostic logs because the computer is not bootable. However, that pinned topic provides important information about the free malware removal process and how it works.

So, let's simplify the instructions a bit.

1) If you do not already have one, please create a user account at the Malwarebytes forum HERE
2)Then, please start a new, separate post (explaining the situation as best you can) in the Malware Removal section HERE
3) If you are unable to boot the computer or to run the preliminary tools, such as FRST, that's OK -- just explain the situation in that new post; it might help to include in that post a link back to THIS sevenforums.com topic:

Code:

https://www.sevenforums.com/system-security/379458-can-someone-contact-malwarebytes-me-please.html

4) Then, please wait for one of the trained malware experts to assist you. They will guide you through the scanning, cleanup and repair process. Please do not "bump" that post for at least 48 hours, as doing so could lead to a delay in response. And it's JMHO, but I wouldn't attempt to "self-medicate" or repair the computer on my own, as doing so without expert help could cause further damage.

Having said all of that, the system damage is most likely the result of the malware, not MBAM, per se.
So, if you have trouble with the previous advice, there are other, excellent places to get malware removal help. These include right here, with assistance from @jacee or @cottonball, as well as bleepingcomputer.com.

I hope this helps,

pintree3 · 25 Aug 2015

A miracle has happened in that I was able to finally see the cpatcha and therefore get in the help area of MBAM. I assume that they will probably ask me to do the same as u suggested so I will look into it 1st thing tomorrow.
I do not think MBAM has anything to do with the problem occurring but quite likely that there is an illegal copy of XP. My intention is to get it back the way it was, remove my files from it and then return the PC since I want nothing to do with such things.
I am due to move in a new building which will include a new PC. If my employer provides me with yet another illegal copy I will simply buy my own. I am sure Windows 7 can be gotten quite cheap at this point, seeing that 8 and now 10 have come since then. There is no way I would trust my banking or anything else for that matter with an illegal copy of anything. There are only 3 types of software on my PC, legal, open source and some free reliable stuff like CCleaner.

[Addendum: regarding purchase if needed. I found a ''trusted'' US vendor on eBay here: Windows 7 Professional 2pc Key Code No Media 32 and 64 Bit | eBay
selling: "Windows 7 Professional 2pc - key code (no media) - 32 and 64 bit"
Can it be trusted?

Layback Bear · 25 Aug 2015

As far as I know Microsoft has never offered a two pack of Windows 7.
At one time they offered a Family Pack for 3 PC's but no longer do.

Most of the Windows 7 that comes off of eBay are corrupted in some fashion or another to my understanding.

For a legal copy of Windows 7 I have found no sales. Because of W-10 Windows 7 seem to becoming even more popular. I'm thinking you will be hard pressed to buy a legal copy of Windows 7 in Ch---.

Could you have someone in Canada mail you a legal store bought copy of Windows 7/64?

pintree3 · 26 Aug 2015

Layback Bear you've made a good point but as I was reading this a thought occurred to me. Both eBay and Amazon in my experience are very good at taking care of their customers as well as PayPal. Vendors, if they disagree with you they will think twice before doing so with them. Vendors take a while to get a full positive rating, and they wouldn't want to fool around with that either. Most people will only buy from top-rated vendors.
All this to say, that should the software not be legit in any way, PayPal, Amazon and eBay would take care of it.