Craig234

I can't contact malewarebytes support

14 posts in this topic

When I enter the info on the contact page, when I click to send it, it just comes up with 'page cannot be loaded'.

FYI, when I left clicked the message I'd entered to try to cut and paste it, the lift click removed the message from the field with no 'undo'. Very annoying web design.

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It's very annoying - type in a long message, and if you left-click the message, like to highlight it to copy, it clears the message. Can't remember a web form doing that.

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Hi and welcome, Craig234:

I'm unable to reproduce that on my computer and the web form seems to work fine for me, although I did not actually try to submit a ticket. :(

Perhaps it's something in your browser settings?

Have you tried another browser, perhaps?

(If you're using Firefox, there's a great extension for this general issue: https://addons.mozil...ecovery/?src=ss)

We'll need to wait for an MBAM staffer to provide more help, I'm afraid,

Thanks for your patience and understanding,

daledoc1

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Hi, Craig234:

Sorry you are having trouble with the support web contact form.

It looks as if you have a duplicate topic >>HERE<<?

I've replied to you in that topic, and I'm sure the other members and the MBAM staff will have some additional advice.

(Only the MBAM staff will be able to specifically address website issues, of course.)

Thanks for your patience and understanding,

daledoc1

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We normally have in excess of a hundred tickets a day being submitted and this is the first that I've heard of this complaint. If you're computer is infected or behaving peculiar perhaps that is the issue and possibly your system needs scanning?

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Hi, the issue I wanted to contact support about: I bought Malwarebytes retail, from Newegg; when I went to install it I think I misplaced a key, all I had in the opened box was the disc, and the install wanted a key. How can I get it installed? I have the e-mal receipt.

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While I'm posting I'll mention a few issues that look like spyware that have cropped, which the free verson of malwarebytes is not catching.

- occassionally a session will get an intermittent 'woosh' sound, like the paper clip 'helper' in a previous version of windows

- randomly when I click on a web page link, a spam page opens up with ads (tried and it happens in both IE and Chrome)

- Just this morning, I'm getting a new random sound that is a sort of 'pop' sound like a champagne bottle being opened, every several seconds

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Yep, you're infected. Better let the guys at the Malware Removal part of the forums fix 'ya up. Good luck!

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Yep, you're infected. Better let the guys at the Malware Removal part of the forums fix 'ya up. Good luck!

Hi, Craig234:

It does sound as if you might be infected -- the malware can prevent the install, updating or running of MBAM.

Since we cannot work on malware-related issues in this sub-section of the forum, please read below for how to start the cleaning process.

IMPORTANT: Please do NOT use any temporary file cleaners unless instructed to do so - they can cause data loss, making it hard to recover your system.

There are some excellent, self-help tutorials on getting MBAM to run on an infected system in the FAQ: HERE.

IF YOU PREFER EXPERT ASSISTANCE WITH MALWARE REMOVAL, PLEASE CHOOSE ONE OF THE FOLLOWING 3 OPTIONS:

OPTION 1: Free, one-on-one, expert assistance in the Malware Removal Forum.

OPTION 2: For licensed users of MBAM PRO, free, one-on-one, expert assistance from the MBAM support helpdesk.

OPTION 3: Fee-based, one-on-one, expert assistance from Premium Support.

OPTION 1:

  • Please print out, read and carefully follow the instructions in the "I'm Infected - What Do I Do Now?" article.
  • -->If the infection has so crippled the computer that you cannot complete some or all of the steps, then just do the best you can and start a new topic as described below.

  • Then please start a new post in the Malware Removal Forum.
  • When starting your new post, please note the following:
  • Please do NOT post in a topic started by someone else, even if their problem sounds similar.
  • Please COPY/PASTE the requested logs directly into your post, rather than attaching them.
  • Under options, please be sure to select "track this topic" and "immediate email notification", so you'll know when a helper responds.

  • Please be patient - it may be 48 hours or more before a helper can assist you, especially when the forum is very busy.
  • Please do NOT "bump" your topic or reply back to it for at least 48 hours.
  • Doing so may cause your topic to be overlooked, as it will appear that you are already being helped.

OPTION 2:

If you are a paid user of MBAM PRO and would like support via the helpdesk, please contact them here.

OPTION 3:

If you prefer the Malwarebytes Premium Services (comprehensive solutions to all your computer support needs – from installation and set-up to troubleshooting and tune-ups), please go to the Premium Support site here.

Please be patient – someone will assist you as soon as possible.

Thank you very much,

daledoc1

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For the Retail version which should be what you purchased from NewEgg.com you should contact Dsolution for support with the installation and registration.

Toll Free 1-866-279-0239

NOTE!! Do not contact them for support from any other online purchase or free use. This is ONLY for purchase of the boxed Retail version of the product.

Thank you

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Thanks for the replies. On the topic of the ticket - so we don't forget that - I tried again now with a different browser (chrome instead of IE) and it worked. However, the inconvenient issue of when you enter a problem description, and then left click in the text for whatever reason such as to highlight it, the text is cleared. That's easy to test.

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Thanks for the replies. On the topic of the ticket - so we don't forget that - I tried again now with a different browser (chrome instead of IE) and it worked. However, the inconvenient issue of when you enter a problem description, and then left click in the text for whatever reason such as to highlight it, the text is cleared. That's easy to test.

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Hi, again, Craig234:

I'm sorry, but as I posted earlier, I'm unable to reproduce that particular problem with the web form, at least on my computers. :(

In addition, AdvancedSetup replied earlier that this doesn't seem to be a common problem, given the 100s of help desk tickets submitted daily: http://forums.malwar...ndpost&p=574853

He also suggested, given the abnormal computer behavior you're experiencing, that you might want to have a qualified expert take a look at your system for malware. Since he is the forum administrator and VERY expert computer person, I would respectfully suggest following his advice.

The help desk is only 1 of 3 ways to do that, and I posted some suggested guidelines for how to proceed in this reply: http://forums.malwar...ndpost&p=577432

If you have already submitted a support ticket to the help desk (using a different browser), that's great! :)

The experts will take care of you there. :)

Thanks for your patience and understanding,

daledoc1

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