435 replies to this topic

[jadinolf]

My two cents:

I have 5 Pro licenses and only have a problem with one computer.

When 1800 installs, I get the hour glass, control/alt/delete doesn't work nor does the mouse, so I am helpless. Forced reboot doesn't work so I have to go to safe mode to uninstall MBAM to get my computer working.

Reading some comments here leads me to report that I am using MSE for an antivirus and yes, the free version of Zone Alarm. Operating system is Windows XP SP3.

My computers which are not giving me problems all have avast! Internet Security.

I'll try later to disable ZA and see what happens.

UPDATE--

Uninstalled Zone Alarm FREE and was able to activate MBAM Pro and now the hour glass was gone.

Installed Online Armor FREE which did cause some hour glass stuff but now seems to be OK. Control Alt Delete now works.

My other computers continue to be fine and the beta was run on my main computer with absolutely no problems.

Seldom visit this forum because I rarely have a problem with MBAM but I'm glad I did this time.

Happy New Year

[silverbird]

I just wanted to chime in here and officially add another person to the list that is having issues with the latest update.

I also have win xp sp3, Avast 6 and Zone alarm. I use the paid version of malwarebytes. I am having the problem with my system completely locking up after I updated to 1.6.0.1800. I did submit a service ticket a few minutes ago.

I have used the mbam-clean utility and rebooted, but that did not fix the issue for me.

I have narrowed it down to the "enable protection module". If is it not checked, then mbam runs fine with Zone Alarm. As soon as it is checked, my system locks up.

Hope the problem with ZA will be fixed soon or that you revert back to the older version of the protection module that did not have problems.

[AdvancedSetup]

silverbird, on 29 December 2011 - 02:25 PM, said:

Hope the problem with ZA will be fixed soon or that you revert back to the older version of the protection module that did not have problems.

Thank you for your comments silverbird but if you review the post above you will see that we have over 2 million users so far that have updated and that are not having an issue and approximately 2 dozen users with Zone Alarm that are having an issue.

We will not be reverting back, but we do hope that either we or Zone Alarm will come up with a solution for those users that are using Zone Alarm.

Thank you again.

[sept2749]

Uninstalled Zone alarm - ran MBAM-clean and installed the latest version. Put in my registration info and everything is working pretty good now although I did have a crash after a scan. On another machine I did the same and it works fine. Windows XP PRO SP3 with avast 6 free, now windows firewall which I don't love and Malwarebytes. Please fix these bugs. I never had any problems with other versions.

[Maurice Naggar]

@silverbird
Would you note just which version number of ZA is involved, and whether it is the free, Pro, or Suite.
and if up-to-date. I note that ZA put out an update today (though for me, I cannot decipher if it is only for antivirus component)

Does your version have a "Program Trust" control?

Beyond all that, did you use the MBAM-Clean sequence followed by a new install and restart?
Also, doing the clean & install process in Safe Mode with Networking has worked magic in other cases.

[repitall]

AdvancedSetup, on 29 December 2011 - 01:58 PM, said:

We have over 100 million downloads and now have almost 2 million users that have updated and approximately 55 users that have posted having an issue. Of those 55 users at least 40 of them have replied that the MBAM-CLEAN utility has corrected the issue.

Most unresolved users are those with Zone Alarm and we are still looking into the issue. So even though the reported numbers are actually very low compared to 2 million users we are still working to assist those users as well.

Thank you for your patience.

These stats in no way reflect how many people are affected. I am sure there are people out here right now that think their computer is broken. I have friends that are not computer savvy and thought they had a serious problem. They had no idea what caused the problem with hangs or crashes. Yes, the only thing in common is ZA, but how would they know that? I have strongly suggested they all use MB for protection and have called at least 4 people that I had to help go thru the process.

[AdvancedSetup]

repitall, on 29 December 2011 - 03:09 PM, said:

These stats in no way reflect how many people are affected. I am sure there are people out here right now that think their computer is broken. I have friends that are not computer savvy and thought they had a serious problem. They had no idea what caused the problem with hangs or crashes. Yes, the only thing in common is ZA, but how would they know that? I have strongly suggested they all use MB for protection and have called at least 4 people that I had to help go thru the process.

We don't disagree that it's not disconcerting and even if the number were 10 times that amount it is still extremely low compared to millions. We are not ignoring you as some other companies might but it's not a pandemic issue either.

Once we we're able to find a solution to this Zone Alarm issue we will post about it.

Thank you again

[ellentk]

New version broken on my XP(3) system too. No time to troubleshoot for malwarebytes. Please post a link to prior version. Thanks.

[AdvancedSetup]

Hello ellentk,

There is no trouble shooting required.

If you're using Zone Alarm then you currently will need to disable our protection module until there is an update for Zone Alarm or a work around located. If you're not using Zone Alarm then the following has fixed the issue for almost every user that has posted an issue.

Please do the following:

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    
  • Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.
    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.

[lazy8888]

Same problem with MWB locking up during startup. Have winXP pro SP3 with all updates; ZA free 92.106.000; AVAST 6.0.1367. No problem until loading 1.60.0.1800 update.... Lockup is so bad that Safe Mode will not start. Had to get out old XP install disc, start new installation, then cancell after windows starts just before reloading all of windows,,,[reloading all programs is a BIG pain] then XP will start in safe mode and I can uninstall MWB. Computer runs fine without MWB, now afraid to reinstall 1.50.00 and I had paid for MWB.

[repitall]

AdvancedSetup, on 29 December 2011 - 03:14 PM, said:

We don't disagree that it's not disconcerting and even if the number were 10 times that amount it is still extremely low compared to millions. We are not ignoring you as some other companies might but it's not a pandemic issue either.

Once we we're able to find a solution to this Zone Alarm issue we will post about it.

Thank you again

No its not pandemic and yes your support is superb. My only point is that there are people out there right now that do not know what is wrong with their computers and have no idea how to fix it. The update should acknowledge that there could be an issue when installing it, if possible.

Thanks

[LarkBea]

I'm have to agree with repitall. As much as we encourage our members to seek help from the source, many still post on every other forum but the forum for the program with an issue. I see posts from those with Norton, AVG and other programs besides Zone Alarm with unresolved problems with this new version. I had issues with Avira until Maurice Naggar and LDTate kindly helped me out.

Some people either don't know how to ask for help, think it's a problem with their computers or for whatever reason, refuse to post on an unfamiliar forum.

Malwarebytes is a wonderful program, but I think underplaying/underestimating the scope of the very real problems that are occurring with this new version is a mistake.

To all who are having problems, good luck.

[Peakeen]

My experience was that I could log in (XP Pro SP3) but then, as others have said, everything froze. Using Linux Mint to browse for similar problems in the past few days confirmed my suspicions that MBAM was probably to blame.

My solution was to boot into the recovery console from the installation CD, use LISTSVC to find what services were started, and then to use DISABLE to prevent MBAMService from automatically starting. I could then boot and login successfully. The first thing I did was to uninstall MBAM and I'm not planning to reinstall any time soon.

I run Microsoft's anti-virus and Zonealarm firewall, but I only ever use MBAM for on-demand scans so MBAMService should not have started.

I suspect there are lots of folk out there staring at a frozen screen, totally unable to use their machine thanks to this "upgrade".

[nauf]

@ellentk - a couple of links to prior version have been posted through this thread

I agree that the support folks are doing the best they can but it is also truth that someone is neglecting the scope of the issue and sticking to the FAQ book.

I gave it a try one final time at version 1.60, using the uninstall tool in safe mode and then setting Avast to exclude the MBAM processes and service to no avail. XP hangs just as soon as the desktop shows up. Went again back to 1.51.2.1300; sorry but I won't keep trying. As I said before, I will stay with this version until it ceases to work or a solution has been found.

Viel Glück!

[btolle]

Same issues with crash on update as other XP users. I have SP3 and am NOT running any other firewall software.

Tried uninstall and re-install later version (mbam-setup-1.60.0.1800.exe).

Attached is file Copy of 5140_appcompat.txt with technical details.

I just bought this program on 12/26/12 and it has already crapped out. Fix it or refund my money.

Edited by TeMerc, 29 December 2011 - 04:52 PM.
Post edited to delete attachment.

[nauf]

AdvancedSetup, on 29 December 2011 - 01:58 PM, said:

We have over 100 million downloads and now have almost 2 million users that have updated and approximately 55 users that have posted having an issue. Of those 55 users at least 40 of them have replied that the MBAM-CLEAN utility has corrected the issue.

Most unresolved users are those with Zone Alarm and we are still looking into the issue. So even though the reported numbers are actually very low compared to 2 million users we are still working to assist those users as well.

Thank you for your patience.

There are 55 users that have taken the time to find this forum, subscribe to it and waste their time posting about the issue and trying the sometimes non-working "solutions". I bet there at least 55 more that won't do this either because they have no time or no clue on what to do.
And do not forget that those having the issue are the 55 users that are using the paid version because when real time protection is not activated the issue is not present. So do not forget where the money comes from, with all respect.

Oh, and remember that some of the 55 users reporting the issue do not use Zone Alarm.

Have a nice day.

[btolle]

On top of a non working program you also have a non-working contact page. I fill out the contact form and when I hit "Submit" I get a message saying the page I am looking for does not exist.

Not surprisingly, at this point I have lost confidence in anything Malewarebytes does. I don't have the time or inclination to be a beta tester for your software and website.

[HiSpeed]

AdvancedSetup, on 29 December 2011 - 01:58 PM, said:

We have over 100 million downloads and now have almost 2 million users that have updated and approximately 55 users that have posted having an issue. Of those 55 users at least 40 of them have replied that the MBAM-CLEAN utility has corrected the issue.

Most unresolved users are those with Zone Alarm and we are still looking into the issue. So even though the reported numbers are actually very low compared to 2 million users we are still working to assist those users as well.

Thank you for your patience.

Yes, I'm obliged to be patient because my reinstalled old version ask me every time to install the new one...

I understand also it's not easy to develop this kind of software (the best I know), but seriously, you don't have to minimize the situation...

As ZoneAlarm is not a little product, I'm sure the beta testing was very light...

Regards,

[nauf]

HiSpeed, on 29 December 2011 - 04:21 PM, said:

Yes, I'm obliged to be patient because my reinstalled old version ask me every time to install the new one...

Regards,

Go to Settings > Updater Settings > and disable "download and install prog..." and "Notify me when a pro...."

There is a box you might want to consider unticking when you register the program, something like "Keep the program updated" or something. You see this option before you register the program but it does not seem to be available once the program is registered.

[twexler]

btolle, on 29 December 2011 - 04:13 PM, said:

On top of a non working program you also have a non-working contact page. I fill out the contact form and when I hit "Submit" I get a message saying the page I am looking for does not exist.

Not surprisingly, at this point I have lost confidence in anything Malewarebytes does. I don't have the time or inclination to be a beta tester for your software and website.

btolle,

I am really sorry to hear that you're having issues with both our product and website. Could you please provide me a link to the the page you had an issue with? I was able to submit a support request through this form with no issues. If there are any other issues with the site, please feel free to let us know in a new thread and we will investigate further.

Thank you again, for your patience.