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#1128669 - 10/18/17 10:36 AM Malwarebytes update
monbron Offline
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I have the paid version of Malwarebytes and was asked to update which I clicked on, and was told I need service pack 3, I checked and I only have service pack 1. I looked in their help area which lead me to Windows and a lot of drop down answers, however I could not fathom out which one to use and was afraid to click on the wrong one. I use Windows 7 and wondered if this was the reason, I do not want to upgrade yet. Would some kind and intelligent person !! please point me in the right direction so that I may update Malwarebytes. I have e mailed them and received an automated response but as yet no real person to talk to.

Thank you - Monica thanks

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#1128672 - 10/18/17 11:03 AM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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There is only a Service Pack 1 for Windows 7. There never was a 2 or 3. Can you give us the exact wording of the notice you needed a service pack? Something is not adding up here...
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#1128690 - 10/18/17 01:58 PM Re: Malwarebytes update [Re: monbron]
monbron Offline
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I have had a reply from Malwarebytes who gave me a link which told me yet again that I needed service pack 3, so I have replied asking if they no longer support win 7. I will let you know what they say as I don't believe this to be the case but I don't know what the answer is.

Regards
Monica

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#1128694 - 10/18/17 02:37 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Since there IS no SP3 for Windows 7, I'm not sure what it is they need! I just booted up my completely updated Windows 7 drive and it only has a SP1 also. I'm mystified.
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#1128697 - 10/18/17 02:53 PM Re: Malwarebytes update [Re: monbron]
oldbroad Offline
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I have Windows 7 and the paid version of Malwarebytes which I believe updated the other day with no problem at all. My version is 3.2.2.2018.

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#1128729 - 10/18/17 08:55 PM Re: Malwarebytes update [Re: oldbroad]
Mad Offline
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I only have the "Free" version but, coincidentally, I received a message today to update the data base - which I did.

After the update, I was told I am now on a two week free trial of the "Premium" version - which will revert to the lesser "Free" version if I don't choose to update to the "Premium" one at the end of the free trial.

I will be sticking with the "Free" version but thought it worth mentioning on this thread smile

[I too have Win7.]
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#1128740 - 10/18/17 09:45 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Yes, that's what Malwarebytes has been doing for some time now. At the end of the Premium trial, if you don't decide to pay for it, you will revert back to the Free Version.
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#1128753 - 10/19/17 01:30 AM Re: Malwarebytes update [Re: Draclvr]
Mad Offline
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And that's the way it should be done - the "friendly way" !! bravo
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#1128763 - 10/19/17 08:47 AM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Indeed! I do love the paid version though as it stops bad stuff in real time. I live 600 miles away from my mom who was 94 yesterday. She called me to tell me she had gotten this notice from Malwarebytes Pro that it quarantined something that tried to get on her computer. When I got up there a few months later, I found it was one of the ransomeware viruses. Without Malwarebytes Pro, her computer would have been ruined and me too far away to help her.
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#1128807 - 10/19/17 06:15 PM Re: Malwarebytes update [Re: Draclvr]
Jenny100 Offline
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Originally Posted By: Draclvr
Since there IS no SP3 for Windows 7, I'm not sure what it is they need! I just booted up my completely updated Windows 7 drive and it only has a SP1 also. I'm mystified.

It sounds like it might be erroneously detecting the system as XP.
I don't think XP SP2 is supported by MalwareBytes any more.

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#1128810 - 10/19/17 06:47 PM Re: Malwarebytes update [Re: Jenny100]
deleterman Offline
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the best is -webroot secure anywhere.just my 2 cents. headscratch

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#1128832 - 10/19/17 10:30 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Kind of what I thought too, Jenny, Webroot Secure is great software, but Malwarebytes works a bit differently, deleterman!
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#1128962 - 10/21/17 05:51 AM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Still no reply from Malwarebytes, I will nag them again but I don't think this is very good service, they didn't used to be this bad. duh

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#1129100 - 10/22/17 03:44 PM Re: Malwarebytes update [Re: monbron]
Ewil02 Offline
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I use Windows 7 with my Malwarebytes Premium. A few days ago something very weird happened. I tried to shut down my computer but it restarted instead of shutting down. When it restarted Malwarebytes did not work. I restarted the computer again and tried to have Malwarebytes check for updates, but it would not connect to the server. I ended up uninstalling and then reinstalling Malwarebytes Premium and it has been working fine since. I never received any notice from Malwarebytes to update. I thought maybe there was some sort of attack/virus causing Malwarebytes to malfunction. Anyway, you might want to uninstall and reinstall Malwarebytes. I reinstalled using the link I was given when they emailed my confirmation of purchase.

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#1130061 - 10/29/17 03:15 PM Re: Malwarebytes update [Re: monbron]
monbron Offline
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I have heard back from Malwarebytes but it was no use, I managed to do a search and found a download which I tried and got the latest version, however it seems to be sticking when I try to turn my computer off it won't and if I do cntr/alt/delete I find I have 'malwarebytes tray application' running in the background somewhere, which will not stop and I have to use the button at the back of the hard drive to turn off?? so I'm left wondering whether I should uninstall and reinstall, I don't really want to be without Malwarebytes and there are some not very nice viruses out there. any advice insane

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#1130067 - 10/29/17 04:20 PM Re: Malwarebytes update [Re: monbron]
Jenny100 Offline
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Originally Posted By: monbron
I have heard back from Malwarebytes but it was no use, I managed to do a search and found a download which I tried and got the latest version,

Where did you download it from?
If it's from some place like cnet, you probably installed a bunch of spyware along with the program.

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#1130070 - 10/29/17 05:09 PM Re: Malwarebytes update [Re: monbron]
oldbroad Offline
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Malwarebytes tray application is always running when I shut down my computer but it shuts down. Your computer won't shut down because of this?

Also, can't you go in task manager and "end task"?

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#1130071 - 10/29/17 05:32 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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It almost sounds to me like you might have other issues going on with your computer. I would definitely uninstall it for the time being. What anti-virus program do you use? I'd suggest a full scan with than and then run CCleaner to clean up any junk.
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#1130125 - 10/30/17 07:26 AM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Registered: 11/17/08
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Jenny100 I downloaded it from a message from Malwarebytes, so I know that bit is OK, Oldbroad, I was in task manager and it would not close it down. Draclvr I am using Norton, I deleted CCleaner recently because of all the trouble but I will reinstall it, I was also able to run a scan with Malwarebytes and I have also done an indepth scan with Norton, neither showing anything terrible, just normal pups. I have had an unsolicited e mail from Malwarebytes asking if everything is OK so I will ask them. thanks

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#1130142 - 10/30/17 10:18 AM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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When you say you downloaded it from a "message," what do you mean? Was it a popup or was it something from within the Malwarebytes program? Something about this whole saga has just not seemed right from the beginning. You have Windows 7, but it seemed like something was telling you that you have XP. I'm puzzled...
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#1130151 - 10/30/17 11:01 AM Re: Malwarebytes update [Re: monbron]
Jenny100 Offline
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Originally Posted By: monbron
Jenny100 I downloaded it from a message from Malwarebytes, so I know that bit is OK,

Previously you said you used a search to find the download:

Originally Posted By: monbron
I managed to do a search and found a download which I tried and got the latest version,

Even if you downloaded using a link in an email message, that link has to point to the URL for a website. The link should have pointed to a MalwareBytes download link --

malwarebytes.com
or
data-cdn.mbamupdates.com

If you still have that email, check the link it sent you to.

You have to be very careful of what you download and what emails you trust. Even if you're expecting a response from a company like MalwareBytes, don't automatically assume it's not a spoofed email. It's easy to spoof emails and include spoofed links that point to fake antimalware programs. Check all links before downloading and make sure they point to a trusted location. If they point to a site you've never heard of, or if you can't tell what site they point to, go to the website of the software itself (e.g.- to malwarebytes.com) to download the software and don't use the email link.

It is especially important to verify links for antivirus and antimalware software because they are allowed access that other programs don't have. Antivirus have the power to decrypt your Internet traffic so they can scan -- and that includes logging into any banking websites or making purchases over Internet.

There are plenty of fake websites with malware that pretends to be a legitimate program.

MalwareBytes has articles about this.

https://blog.malwarebytes.com/threat-ana...-fake-warnings/

https://blog.malwarebytes.com/cybercrime/2017/03/drafta-multi-purpose-fake-online-scanner/

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#1130219 - 10/31/17 06:35 AM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Registered: 11/17/08
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Sorry to confuse everyone. I downloaded it from Malwarebytes themselves in response to my e mailing them about the update
'Malwarebytes Support <support@mwb.zendesk.com>'
above is the e mail address, please tell me if you think it is not right??

think

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#1130239 - 10/31/17 10:16 AM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Oh, my. NO! That's not Malwarebytes... see the zendesk.com domain? That is a cloud-based customer service company. I don't know if this makes much more sense either... I checked and can't find anything that says Malwarebytes uses zendesk.

Quote:
Zendesk is a customer ticketing system that allows companies a method of tracking and responding to customer service requests. This is a very simple answer as it does much more than this theoretically, but at its core it’s a Ticketing tool.


Uninstall whatever you downloaded from them immediately. Please run CCleaner on both your files and on the registry to make sure you've gotten rid of all of it.

Then download ONLY from the official Malwarebytes website here...

https://www.malwarebytes.com/premium/

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#1130251 - 10/31/17 11:25 AM Re: Malwarebytes update [Re: monbron]
Jenny100 Offline
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You might want to forward that zendesk email to the real MalwareBytes. They might be able to figure out what you downloaded and how best to get rid of it. Uninstalling the normal way isn't necessarily going to get rid of all bits of a scam program.

You could try forwarding the zendesk email to abuse@malwarebytes.com
but I'm not absolutely sure if that's the right email address.

You might have to contact MalwareBytes through their website in order to initiate a discussion and get support. Since you have the paid version, I'd expect them to help you.

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#1130253 - 10/31/17 11:31 AM Re: Malwarebytes update [Re: monbron]
monbron Offline
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OK........... I deleted Malwarebytes and reinstalled c cleaner - do you recommend the paid for or free version, I went for a free trial. I have run the cleaner and there doesn't seem to be any problems. The next problem is Malwarebytes , I can't see an e mail address for them and I have already paid for the programme so I am not willing to pay again and I don't know where to download the paid for programme. I am a little confused by the zen programme, but I e mailed Malwarebytes when I had the original programme and that was the reply service that came back to me, so how I ended up with a totally different service I don't know, however I have located an e mail from them from 2015 when they confirmed my details which is indeed different, so I will use this reply service and see what happens. duh

Right I have replied to the old (2015) e mail in the hope that they will reply, fingers crossed.

Ok I see another reply came in whilst I was typing this one, I will indeed report this to Malwarebytes as and when I get a reply from them and I know I have the right people.


Edited by monbron (10/31/17 11:39 AM)
Edit Reason: more info

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#1130259 - 10/31/17 11:49 AM Re: Malwarebytes update [Re: monbron]
Jenny100 Offline
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It's possible that the email you received from zendesk had nothing to do with your request for support.

A lot of companies do use zendesk for support, but so do scammers and a company like MalwareBytes that sells security software needs to be held to a higher standard than one selling cat food. Right on their website they say not to trust anything that identifies as something other than MalwareBytes
https://blog.malwarebytes.com/101/2017/04/do-i-have-malwarebytes-or-a-tech-support-scam/

"mwb.zendesk.com" is not "malwarebytes.com"

If MalwareBytes has started using zendesk, they're undermining their own advice.

I would try contacting them using support@malwarebytes.com
but it's possible that they won't reply to email conversations that aren't initiated through their web interface.

You could also try asking about the zendesk email address in their forum
https://forums.malwarebytes.com/
or specifically for the home version
https://forums.malwarebytes.com/forum/41-malwarebytes-3/

It doesn't look like you'll get personalized help at their forum, but maybe someone could tell you if MalwareBytes has started using zendesk or give you an idea what you may have downloaded.

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#1130260 - 10/31/17 11:59 AM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Why don't you just download Malwarebytes from the official link I gave you? I think that would solve most of your problems.

Here is the link to the contact form to submit a ticket at Malwarebytes.

https://support.malwarebytes.com/community/consumer/pages/contact-us
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#1130261 - 10/31/17 12:05 PM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Draclvr I could only download the free version or the paid for version and as I have already paid for it I was unsure where to go, I did think about the free version and when they asked me for payment explaining that I have already, but it seemed a bit complicated. thanks

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#1130263 - 10/31/17 12:09 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Just download Malwarebytes... do you have your activation codes? If you have already paid for it, just click on the activation option and it will automatically do it for you if you don't have them. I've done it numerous times. This video tells you how...

https://support.malwarebytes.com/docs/DOC-1142

I would still use that contact form I linked you to to ask them about that zendesk thing. It would disturb me if they were using something like this.
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#1130278 - 10/31/17 02:48 PM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Hi Draclvr, I have received a reply from the old e mail - which was the one which gave me my ID and key - that I used to contact Malwarebytes in 2015 and guess what it came from zendesk so now I am very confused, I will happily send you a copy of this email but I didn't want to use this site for it. I will go to the contact site as you asked and we can see what happens. crazy

Ok went to the site but as I wasn't a member I had to create an account still waiting for the e mail to do this will get back to you.


Edited by monbron (10/31/17 03:02 PM)

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#1130279 - 10/31/17 02:55 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Well, it's certainly not impossible that Malwarebytes is using zendesk, but as Jenny said, if so, they are undermining their own advice.

If you have the ID and key, you should just be able to download Malwarebytes from the link I gave you and then put in the ID and key and be good to go. It still wouldn't hurt to make a contact for a ticket and ask them about zendesk.
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#1130280 - 10/31/17 03:05 PM Re: Malwarebytes update [Re: monbron]
Jenny100 Offline
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Was the email from the exact same support@mwb.zendesk.com address as before?

I'm really not impressed with them if it is.

I don't blame you for being confused, monbron.
At this point I'm confused too.

I've been trying to search Google to find out if the zendesk email could be legit, and finding nothing definitive.

When I go to
https://www.malwarebytes.com/privacy/
they list zendesk as one of several "Analytics and marketing services" they use.
But it doesn't indicate they're using zendesk.com as a support email.

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#1130281 - 10/31/17 03:21 PM Re: Malwarebytes update [Re: monbron]
monbron Offline
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The old e mail address which I used was to 'Malwarebytes Support <support@malwarebytes.org>' and the reply I got back was from
'Malwarebytes Support <support@mwb.zendesk.com>' so I would say they are using zen unless they have a weird way of hacking into my computer, however I will ask on the forum.

thanks for all your support on this.

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#1130290 - 10/31/17 04:17 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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This was all confusing enough to begin with without the Zendesk clinker being thrown in to confuse all of us. I hope between the fresh download from the Malwarebytes website and you being able to enter you ID and code numbers, at least you should have Malwarebytes up and running.

I find it very upsetting that Malwarebytes is using something like this Zendesk without making it clear to their customers what it is.
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#1130366 - 11/01/17 10:32 AM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Registered: 11/17/08
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Loc: Kent UK
Ok have posted on the Malwarebytes forum, so we will wait for replies. redchicken

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#1130370 - 11/01/17 11:12 AM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Can't wait to hear what you find out... I find this whole thing somewhat disturbing. Did you finally get Malwarebytes downloaded and up and running with your ID and code??
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#1130380 - 11/01/17 12:42 PM Re: Malwarebytes update [Re: monbron]
monbron Offline
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Draclvr - Yes thanks it seems to be running fine. Have had a reply on the forum :

Ried
Staff
1,041 posts
Report post #2
Posted 2 hours ago
Hello Monbron,

It's good of you to check whenever you're unsure of something - yes, we use ZenDesk as the platform for our HelpDesk emailing system.
Quote

Lisa Riedthaler
Technical Support Engineer
staff.png
Follow us: Twitter, Become a fan: Facebook

So it seems to be the case!!

zombie

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#1130388 - 11/01/17 01:34 PM Re: Malwarebytes update [Re: monbron]
Draclvr Offline
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Well, now we know. I am REALLY disappointed in Malwarebytes for not making customers aware of this. It goes against everything we know about being wary of these kinds of things.

I'm just glad things are back up and running for you, no thanks to them.
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