Need help had a support ticket since 9/6/14 9 months now

[Tony08]

sorry just wondering if anyone can help me i think ive be throw in the back burner for my support ticket. i was transfer to a specialist after a 3 months into the ticket and the specialist had to remake the whole ticket like 5 months ago but with the same tech because the ticket been open for so long. 9 months total ive been message the support ticket. @.@  the specialist said he has to wait for a developer to help us with this issue, but that was 3 months since he said that. i just wanted this issue known and fix. didn't think it would take my whole premium year and still not fix.

 

Summary to the issue

My MSI MotherBoard has a program called "Qualcomm Atheros Killer Network Manager" its Part of my Direct Ethernet Connection Driver ("not a side program"). when Malwarebytes 1.75 was out had no issue till the newer update came after its and my computer started to blue screen with the error code "Dead Pool Header". usually that bad ram so i change the ram and still had the same issue. so i reformat the computer and still got the same issue. i Called my friend because he has the same computer spec and model parts as me and he got the same issue too. i found out after the first 2 months into the malwarebytes support ticket that the instant protection was different to the 1.75 verison. so ok np just wanted to tell you guys to fix the issue in the future patches. the tech said thank you and will be fix in future patches. ever time there was a full newer version i message him and he would ask me did it fix the issue, i said nope still blue screening. then there was a beta for 2.1 i think :if i can remmber: lol. we talk again and it still had the same issue. "Also why this the issue bothers me so much is that it crashes all my drivers and i have to reinstall all my computer driver ever time it blue screen. for example i have 124mbps for download speed and 35mbps upload speed. when i get a blue screen i test my speed on speed test.net and it cut my speed in half. not only that but trying to open a application took alot longer then before, i mean alot longer like 4 mins to open google chrome were before it took like 2 sec." so it got to be annoying after 9 months and the issue wasn't resolved. my premium expire witch is good because now every time i turn my computer on i don't have to race to malwarebytes program to turn off the protection before it blue screen again . but the sad part is i love malwarebytes. There program really good and i would like to buy another premium but i cant with that issue still there. i try support ticket for 9 months and nothings change. with 2 full different version out. hope you can help me .

 

also forgot to mention i reformat recently so dont think i will still have the error codes to show for it. b

 

Computer Spec

 

Brand: Custom Made "Cooler Master Case Half x

Windows OS : Windows 7 Home premium

MotherBoard: MSI Z87 Mpower

Processor: Intel I7-4770k

Graphic Card: 780 ti

Ram: G.Skill Ripjaws x series 16GB

Hard Drive: 1) for the OS 126GB Solid State Drive     2) Western Digital 1tb Black Edition

Power Supply: 850w Cooler Master

 

[KenW]

I Googled   and came up with this post which may help until regular support checks in

 

https://forums.malwarebytes.org/index.php?/topic/146279-mbam-conflicts-with-killer-network-card/

 

 

[Tony08]

i try that and it didnt help ty tho

[KenW]

A new version is about to appear. Maybe that will help. Look at other post on how to do a clean install.

The version was anounced yesterday so it may take time to be available.

[Firefox]

Have you tried this:

Try disabling the setting for "Enable Bandwidth Control" in Killer Network Manager.

Please let us know if that resolves the issue with internet blocking.

Another way of doing it....

This is a simple fix and has worked for folks with the Killer e2200:

For Windows 7:

• Navigate to Start --> Control Panel
• Click Network and Internet then Network and Sharing Center
• Click Change Adaptor Settings
• Right-click the Killer wireless connection and select Properties
• Under the Networking Tab, uncheck Qualcomm Atheros Bandwidth Control
• Click OK
• Reboot

This resolved the conflict for most.

Thanks

[Tony08]

Kenw thaanks so much for the heads up will look @ it.
 

 

Firefox thanks also for trying but i try that as well still didnt help. this ticket been open for 9 months so we try alot of ideas, look over forums and google it. but the specialist said that the instant protection was different to the 1.75 how it protection and it has a conflict issue with  "Qualcomm Atheros Killer Network Manager". i try looking for a way to install my  Direct Ethernet Connection Driver without having killer network on the computer, but all the file out there have the killer network program build in with it  the only thing he said he could do now was wait for the developer. because he try helping me for months waiting for full version to come out and it didn't fix the issue. but thanks for the feed back and trying to help me out i do appreciate it.

[Tony08]

but when he said he was waiting for the developer that was almost 4 months ago . so just wondering if i was forgotten. i try respond but he respond 4 to 1 month later saying he still waiting for a developer.

[Tony08]

4 week to 1 months*

[Tony08]

During the time into the ticket, when try out those suggestions and ideas i also try them on my friend computer as well just to make sure it wasn't just my computer having the issue. my friend computer has the same spec and model part on his computer as me. 

[bdubrow]

Hi Tony08--

 

Apologies that you're running into this issue.  

 

It definitely is a known problem and we've got it in our backlog, but up to now reports have been that the work-around that Firefox posted earlier has worked for most other cases.  Because the work-around existed this problem was considered a lower-priority for the development team.  

 

It definitely has not been fixed yet, nor will it be in the next patch update (once that's available from our main website).  Just so your expectations are clear and you don't have to re-test only to have it not be fixed yet again.  

 

But we'll take another look and see if we're able to determine what the root cause is here, which will be the first step in fixing this.

[Tony08]

bdubrow i total understand and thank you for looking into again. i also understand its lower-priority for the development team, that's what the specialist said too. but i figure after a year and 2 full new version of malwarebytes it would be fix by now lol. that my only concern that the topic has be drop and forgotten. I can't buy a new premium till the issue fix witch 9/12 month of my premium i couldn't even use dude to that fact with the blue screen crashing my drivers.

 

again i try ever suggestions and ideas but none of them work for me.

[Tony08]

here my Whole Ticket on my email it took me awhile to get them and also put them in order because the newest was on top and older on the bottom had to switch it around witch too my awhile O.O lol

[Tony08]

i put as a file because if i post it on forums OMG it would fill this page O.O lol

Edited June 19, 2015 by bdubrow
Removed file and saved offline to protect OP's personal info...

[Tony08]

if you read the file link file of my support tickets you can see i was alitt man becuase this issue started to happen in june 2014. and it still going on. and also they tell me its in the house and going to be fix in future patch then the new verison comes out and im like YES!!! its fix. nope nvm lol 

 

"first i was like ok im glad This issue has been duplicated in house and should be repaired in a future build of the program. i was like sweat it will be repair soon :D'

 

 Jake C., Sep 24 05:15 PM:

Hello Anthony,

I apologize for the delay in getting to your escalation. There is a known issue with the IRQ used on the killer network devices and the protection services with the program. The issue should go away if you are able to disable to live protection of MBAM. This issue has been duplicated in house and should be repaired in a future build of the program.

Please let me know if you have any questions.

Thank you.

 

Then now its March 2015 im like is it fix yet?? O.o i thought i gave all the info and test you need back in 2014 O.o???

 

MAR 02, 2015  |  07:10AM PST

David Pier replied:

Hi Anthony,

Thanks for the info – this is very helpful. Our developer is actually looking into this case, as the blue screens with Bad Pool Header is something we’re trying to get more information. I’m currently waiting on him to provide me a tool that we can use to get some more information about what’s happening, but in the meantime we can continue with the Qualcomm service disabled. I’ll update you as soon as I have additional information from our developer about what we’d like to do next.

 

" new full version coming out finally . hopefully this works cross fingers"

 

MAR 04, 2015  |  02:08PM PST 
David Pier replied:

Hi Anthony,

Thanks for the info – I wanted to let you know we’re doing a Public Beta test of our new version 2.1 of the software. I’d like to have you try downloading this to see if the problem also happens there. You can get the beta from this page:

https://forums.malwarebytes.org/index.php?/topic/165570-malwarebytes-anti-malware-210-beta/

Please try this and let me know if you still see the blue screens while using 2.1.

 

 

"............ Pull my hair ........  wait i thought you said in sept 24,2014 you have (This issue has been duplicated in house and should be repaired in a future build of the program. ) O.o"

 

MAR 23, 2015  |  10:30AM PDT

David Pier replied:

Hi Anthony,

We are still working with the developer to try and find a fix for customers who are having the blue screens such as you. Unfortunately, we may not have something soon, since we have so few cases with this issue at this time and we’re still trying to determine the root cause. Once we have figured out what the main problem is, we’ll move forward from there. Depending on what information the developer needs, we may need to have you do some additional steps to help us get the info we’re looking for, but for now please hang tight and I will update you as soon as I have additional information. Thank you so much for your patience so far.

[Tony08]

mad* correction on the first sentence 

[bdubrow]

Thanks for the additional background - it helps!  

[Tony08]

np but you can see why its getting annoying. i total understand that its a lower-priority for the development team because from the forums post that help most of the people with the issue. i'm just the unlucky one that the idea doesn't work for my computer . but i'm willing to give any information, test if need. i just want it issue fix lol. you can tell just by me taking my time posting all this to you guys. i love this company program work well even the free version. you don't give false alerts just because its a free version of the program. also it finds malware and virus really well. you guys work really hard on making improvement to the program for example the scanning speed witch i have noticed, witch really impressed me  . that's why i'm taking my time to post all this so i can use my Malwarebytes Premium again and as well helping the other people that have "Qualcomm Atheros Killer Network Manager" that are having the same issue too fix.   

[AdvancedSetup]

Okay, well first off - please stop posting in other users posts. I had a hard time monitoring where to reply to you. Please stick with your own topic further posts of your issue into other users topics will be removed.

 

Please go try update as posted here.

https://forums.malwarebytes.org/index.php?/topic/172272-after-installation-malwarebytes-premium-blocks-proper-websites/#entry990506

 

 

 

Hi marsha1979--

 

Just wanted to give you (and any others who may be experiencing this issue) another update.  We've tested the latest drivers released by Rivet Networks (makers of the Killer networking products) and are happy to confirm that they've implemented a fix so that you can now use both Malwarebytes Web Protection and Killer Network Manager's Bandwidth Control alongside each other with no issues.

 

You can download the latest Killer drivers from this site.

 

We appreciated your patience as we worked toward a solution here!

Thanks

[Tony08]

first i was just trying ton help and save him the time with the support ticket because since sept 6,2014 till now im still dealing with this issue. i can show you the whole thing if need to help this issue out. from the very beggining i just want this issue fix. im not trying to start anything but after almost 2 years of this issue getting corrupted my driver and blue screen and saying its fix then new version comes out and it still blue screening. then we wait couple months later here try this beta. then few weeks later another full version comes out still blue screen. it gets to you  . i try the bandwidth control, that new killer network driver witch didn't work @ all for me like as in i cant get on the internet.

[Tony08]

the never got a respond back so I made this forum post then another specialist respond and did a private chat currently right now. that start July 2, 2015 till now

REMIX FORUMS 2.docx

[Tony08]

I never got*

[Porthos]

Here is a solution..... Buy a non Atheros network card and disable the Atheros one.

[Tony08]

its not a card its part of the board lol

[Tony08]

mawlarebytes 1.75 was fine with killer network till they change to 2.0. how about malwarebytes fix it pls 

 

you also know all MSI gaming laptops all have the killer network program as well?

 

inb4 my post get lock up due to ranting lol 

[daledoc1]

Hi, @Tony08:

 

This sort of unique technical problem is not going to be resolved here in the forum.

(And it appears to be different from the BSOD reported by other users and from the internet access problems with KNM (all of which have been solved by disabling KNM bandwidth control and/or updating the KNM drivers.))

 

We respectfully suggest that you please continue to work with the Help Desk, as they have access to resources (e.g. the developers, the QA team, etc.) that we here in the forum do not.

 

If you already have an open, working Help Desk ticket, please stay with that.

If you do not, then we suggest that you may wish to open a new one HERE.

It may help the Support Team members if you could please include the link to this forum thread when you create the new ticket:

https://forums.malwarebytes.org/index.php?/topic/169403-need-help-had-a-support-ticket-since-9614-9-months-now/

Thank you for your patience and understanding,