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Old 05-04-2017, 10:44 AM   #1
I bet.
stranger
 
Join Date: Apr 2017
Posts: 10
malwarebytes customer service email reply

I sent them a email regarding malwarebytes troubleshooting and they replied with this email below. Is it a bit weird to ask to download all this stuff in the email or go ahead and download and email send them what they need to do? It is their legit email address btw that i sent the email to.


Quote:
Hi xxxx. Welcome to Malwarebytes support, my name is xxxx. and I’ll be assisting you today.
I would like to gather additional information to help troubleshoot the problem. Please follow the steps below to collect this information.
Step A – Malwarebytes Check Log
Please download our diagnostic tool, MB-Check to your Desktop from this link: https://downloads.malwarebytes.com/file/mb3_check
Double-click it to run it. A black command prompt window will appear momentarily and will close after a few seconds.
A log file named mb-checkResult.txt will be saved to your Desktop.
Please attach this log to your next reply.
The log will help us determine if the all the necessary Malwarebytes files are installed and confirm that all of our services are running..
Step B – FRST Log
In addition to the check logs, I would like to have you run a tool known as FRST. FRST will help provide me with a list of installed programs and other information about your computer that will help me see if there are any other problems that are not being detected. Please follow the steps below to run FRST.
1: Please download FRST from one of the links below and save it to your desktop:
FRST 32-bit version: https://downloads.malwarebytes.com/file/FRST
FRST 64-bit version: https://downloads.malwarebytes.com/file/FRST64
Note: You need to download the version compatible with your system. If you are not sure which version applies to your system, download both of them and try to run them. Only one of them will run on your computer; that will be the right version.
ATTENTION: After you click the Download Now 64-bit or Download Now 32-bit button, another page will open – DO NOT CLICK any additional ‘download now’ buttons. Please wait and look toward the top or bottom of your browser for the option to Run or Save. Click Save to save the file.
2: Double-click the purple FRST icon to run the program. Click Yes when the disclaimer appears.
3: Click the Scan button
4: When the scan has finished, it will make 2 log files in the same directory the tool is run, FRST.txt and Addition.txt. Please attach both files in your reply. Do not copy and paste the text into your reply – it must be attached for us to proceed.
Once we have received all of this information, we will provide additional steps that are specific to your case.
xxxx.
Customer Success
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Old 05-04-2017, 01:15 PM   #2
headtrauma
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Join Date: Jan 2007
Location: Redmond, WA
Posts: 200
Re: malwarebytes customer service email reply

This doesn't seem out of line and since you initiated contact is likely to be legit. FRST sounds a bit more invasive than MB3 check, but depending on what you are troubleshooting not really a problem. You should review the test files you will be sending prior to mailing them out. Scanning to see that the software is installed, services running, and reg keys are set as expected seems like reasonable data for their support staff to request.
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Old 05-10-2017, 01:42 PM   #3
Gabethebabe
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Location: In front of my monitor
Posts: 21,235
Re: malwarebytes customer service email reply

These are standard malware fighting tools. Just do as they say if you want to be helped
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Old 05-12-2017, 09:59 AM   #4
I bet.
stranger
 
Join Date: Apr 2017
Posts: 10
Re: malwarebytes customer service email reply

thanks guys
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