Solved Malware scan turns into a bad situation

[AdvancedSetup]

Sorry - not here to play Troll games or Flame Wars - there should be a Moderator here to deal with that stuff.

If you actually need help with MBAM please open a topic on our forum or contact the help desk and we'll be more than happy to assist you.

Thank you again

 

[Jacee]

I'm so sorry to hear this .... I know, and have worked with many of the developers and members who work on Malwarebyte's

 

[Layback Bear]

I have used and promoted Malwarebytes like many members for years. I will still do so no matter the attitude of AdvancedSetup.

We have a quarter of a million members and millions non members that read our post and use our recommendation and suggestions of methods to repair their computer systems and keep it safe.
It is not trolling by these members. Trolling is not allowed on this Forum. The people who own and operate this site and many other members watch for such things very closely.

Many of our members are not geek. Our members come in all levels of computer knowledge and we will be happy to work with all of them. I'm as sure as one can be that Malwarebytes wants to sell their product to geeks and non-geeks.

To many of our members doing a Clean Install or Robocopy is strange and new.
We will guide them through such things if they desire.

Because of the great reputation of Malwarebytes and the many recommendations members here give to use Malwarebytes many of the owners of these damaged computer system are up set. They are wondering how such a thing can happen and how to fix the problem. Yes they are angry also.

They should be angry. They want to use the best products to protect their computer systems and come to this forum and other places to find out what is the best.
They also expect it to preform like the best.

I feel safe to post: This forum will not give up on members that need help and follow the rules of this forum. We will settle them down and give guidance. We will not call them names that are not polite.

We also don't want wars we want help.
Any help you post on this forum will be read by many thousands if not more.
Feel free to give advice on this forum.
To me it would be a proper gesture from Malwarebytes to our members who have recommended Malwarebytes and all those non members that visit our site and use Malwarebytes because of the recommendations received here .

They need to know that Malwarebytes had a problem and repaired the problem but also are their to help those with problems using Malwarebytes.

AdvancedSetup we need to know in our hour of need using Malwarebytes you will be here to help.

These are my thoughts and mine alone. They may or may not reflect the thoughts of the other members or owners of this Forum.

Layback Bear

 

[Scorcht]

This is why I don't like installing antivirus programs... Ugh. If you can still access your control panel, try uninstalling malwarebytes and reinstalling. Get ccleaner from piriform and scan and fix all your registry issues. Checkdisk and system scan doesn't really work anymore at all. Try closing malwarebyte services through your task manager, unless that is to tedious for you. If you can, system restore, unless you've done something significant in the past before the restore point or you don't have one. I am not a geek to be honest, I just want to be hepful xD. Get all your windows updates and get updates for your drivers if possibles. Try to wipe out the tainted programs of your current malwarebytes. After that is done, reinstall malwarebytes like I have said.

 

[Urthboundmisfit]

Well said, Jack, +rep.

 

[gregrocker]

I think it would be a good time for the developer or other owner of MBAM to visit and start to set things right with those who have helped promote this product since Day One. The approach needs to be much more professional and thorough in explaining what has happened, how it can be relieved and why it won't happen again.

This is not some small forums where the moderators need to be nudged to wake up. There are thousands of people here at all times. Some of us answer support posts every few minutes for hours per day. No other tech forums on the web has come close to Seven Forums' success, which has brought along many others including Malwarebytes.

 

[Urthboundmisfit]

Yeah, I really do think...

Sorry - not here to play Troll games or Flame Wars - there should be a Moderator here to deal with that stuff....

Unfortunately your posts are not helpful posts and providing actual one-on-one support is what most users like from us.....

Ironical, no?

 

[Yard Dog]

I agree with Layback Bear and Gregrocker.. well said.. I am a paid mbam user and love the product . But. like others am not happy with the latest issue .

 

[Porthos]

Am I missing something? Didnt Advanced setup offer anyone who needs help with this issue to post on the
MBAM forums? How is that not helping?

 

[Seffrid]

I'm astonished that no proper acknowledgement has been made of this latest faulty update by any senior person at MBAM by way of an official announcement in the News section of their forum. I think I read one of the support people saying over the weekend that doubtless when the managers were back in the office on Monday something would be forthcoming, but seemingly they're relying on the fact that it wasn't as widespread a disaster as the last one, and are keeping their heads down.

Wrong tactics in my view. Fewer users may have been affected than last time, but for those whose machines did go totally belly-up it was without doubt a nightmare. By and large these things affect the paying customers as they're the ones with automatic updating and scanning, and they're often also the ones with multiple machines thereby magnifying the problem.

As a virtual layman in these things, I always welcome support from wherever it comes, and this forum is a wonderful place to come for help as is the MBAM forum, so to have some cross-pollination as it were between the forums can only be for everyone's benefit, but I hope it stays technical and professional and doesn't descend into petty arguments. Meanwhile, proper acknowledgement of MBAM's recent disaster is still awaited!

 

[Urthboundmisfit]

Am I missing something? Didnt Advanced setup offer anyone who needs help with this issue to post on the MBAM forums? How is that not helping?

Yes I do believe you are. It's true he/she did offer help @ MBAM forums however also took the opportunity to deliver several unneeded/uncalled for cheap shots at (among others):
1)user ThrashZone: "useless trashing posts that give no real help"
2)user thelastrider (OP whose comp was bricked): "not here to play Troll games or Flame Wars"..."If you actually need help with MBAM please open a topic on our forum
3) sevenforums Mods: "there should be a Moderator here to deal with that stuff"


YMMV.

 

[Porthos]

so to have some cross-pollination as it were between the forums can only be for everyone's benefit,

Having users getting help at more than forum using reply's from both will cause more damage every time.
"left hand not knowing what the right hand is doing"
Not forgetting wasting the valuable time of the helpers.

 

[Seffrid]

so to have some cross-pollination as it were between the forums can only be for everyone's benefit,

Having users getting help at more than forum using reply's from both will cause more damage every time.
"left hand not knowing what the right hand is doing"
Not forgetting wasting the valuable time of the helpers.

I'm not advocating people getting help on the same issue from both forums, I appreciate the problems that can create. I'm supporting the principle of MBAM staff/volunteers putting in appearances here, and this forum's experts on MBAM putting in appearances on that forum. Both sides exchanging views and experiences rather than acting as a duplicate support service on individual cases.

We've already seen, for example, how beneficial that has been on the MBAM ver2 beta discussions on both forums.

 

[thelastrider]

Sorry - not here to play Troll games or Flame Wars - there should be a Moderator here to deal with that stuff.

If you actually need help with MBAM please open a topic on our forum or contact the help desk and we'll be more than happy to assist you.

Thank you again

Look, I don't mean to be rude or insult anyone, but if you're not looking at the bigger picture than you should start now.

I'm not just the only person who uses Malwarebytes, but more than enough people. As I stated before, Malwarebytes isn't a popular protection and if you guys want your products to be well known then you should listen to what the people who use your product has to say and not get offended by it.

The thing that bugs me is that you guys expect your users to come straight to your forums if something happens with their device. But it's the opposite of what you are thinking. What normally happens is when someone's device breaks down. They either get help from a near by friend or a person that's in their town that knows a little about IT. Users normally don't want to waste time using forums because they've already used forums before and it normally takes a while for someone to reply to them. Even some people don't like calling a support by phone because they put their customers on hold which most people hate.

I mean, what I suggest to you guys is that for every update or patch you guys do, you should put a big red flashing headline up above and say something like "WARNING!!! This patch has not been tested on a customer machine yet so use at your own risk"

This way, users won't have to deal with untested patches that might lead to this kind of incident. I mean look. I'm not just the one who got affected by it. Someone said in the earlier pages of this topic that they have dealt with this kind of issue too by you guys. Here's the thing. It was a patch that was way before this recent failed one. How are you guys going to blame and scream at your customers for telling you guys that you guys are doing something wrong?

In conclusion, that will just drive your customers away because you seem to be unprofessional about handling the situation. Please note, I will be closing this topic because my issue has been solved by myself and I have already gotten the proper help.

Thanks everyone for trying to help.

 

[JDobbsy1987]

I didn't get affected by this update but did by the one last year:

Statement - Malwarebytes Database Update Issue | Malwarebytes Unpacked

 

[A Guy]

thelastrider, Malwarebytes IS a popular program. Many of us here are users. We still are, even though the new version has it's issues. I'm disappointed that an apparent Malwarebytes representative came here not with info, or help, but name calling. This is a well respected forum, and we have recommended MBAM for years. Since people have issues, they should be addressed. I have seen many a locked thread at their forum when the posts don't please them. I consider myself a Malwarebytes fan, and a long time PAID user. It is disappointing. A Guy

 

[DavidE]

Well said Bill and I agree with you.
Can't rep you right now
I don't know what to make of the way MBAM is handling this latest incident.
I have MBAM real-time on all my home systems and will keep it that way for now.
I won't install or recommend MBAM paid for folks I help now.
Not only because of this incident, but the licensing cost change ...

 

[AdvancedSetup]

I'm sorry but the issue is that I can only respond to so many posts in a day. I visit multiple sites plus try to monitor hundreds of posts daily and when users posts stuff simply to complain and not ask for help what would you like me to answer with? We're trying to help users with actual problems or issues either with our program or with infections. How would you like it if you were the one having actual problems and you could not get help because the support staff spent half of their day replying to topics where users are complaining but not asking for help and when asked they refuse to provide logs or allow support to help them. We do hold beta testing often which is where those sort of complaints are discussed in detail.

The overall picture is there were less than 10 confirmed users affected by this false positive out of over 60 million users. We did not disregard or ignore those affected by it and have tried our best to assist anyone that was affected by it. We've also started working on further measures to prevent something like this from happening again. If we didn't care we would not come over here to this forum and try to help or provide information. I'm sorry if that is not good enough for you but again we are certainly trying our best to assist and please as many users as possible but it simply is not possible to please everyone.

For those of you that have been around a while you know for a fact that the Malwarebytes company has always tried to help everyone they can including those that have never paid for the program and many that probably never will purchase and we continue to offer a free program with no toolbars or other junk even though our behind the scenes costs for such is very high.

Just for the record once again - if you are having an issue either with our program or an infection and want help simply open a topic on our forum or help desk and we will do our best to assist you.

Thank you again.

 

[Layback Bear]

Thank you AdvancedSetup for you last post and explanation.

10 confirmed cases out of 60 million users is a excellent record.
I would also like to thank Malwarebytes for getting the problem fixed so quickly.
Like I have posted before; I will keep using Malwarebytes and recommending it to others.

I was one that decided to do beta testing and fully understood that anything beta is somewhat risky. When done 2 computers needed Repair and Install. They both still worked but didn't work correctly. I was not angry then or now because it was beta testing I volunteered to do knowing what might happen.

It's a shame this problem didn't raise it's ugly head during beta testing.

Happy computing.

Just a little note of information. A lot of people depend on this forum.

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[skyred5]

Unfortunately your posts are not helpful posts and providing actual one-on-one support is what most users like from us. I know if my computer was having issues I certainly wouldn't want to read through all the useless trashing posts that give no real help.

Thank you again...

You're using very strong words against those who help out on this forum on a daily basis.
"not helpful posts.. useless trashing posts...give no real help"

If you wouldn't want to read through forums, you should be expecting to pay for a service that provide one-to-one help. I felt that this forum is a platform for anyone who wants to perform self-help, before seeking(and paying) actual one-on-one support.

I don't see how this post of yours is of help to anyone too.