EVOLUTION-NINJA

Edit File: 1744716710.M6456P20859.myaccount8.wpcpanel.com,S=14161,W=14436:2,S

Envelope-to: dom@e24.com.au
Delivery-date: Tue, 15 Apr 2025 21:31:50 +1000
Date: Tue, 15 Apr 2025 11:31:02 +0000
From: Malwarebytes Support <support@mail1.malwarebytes.com>
Reply-To: Malwarebytes Support <support@mail1.malwarebytes.com>
To: Dom <dom@e24.com.au>
Message-ID: <24K79X5PZ9R_67fe43765a44c_463534939059_sprut@zendesk.com>
In-Reply-To: <24K79X5PZ9R@zendesk.com>
Subject: Malwarebytes Support ticket 4897200
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Add your reply above this line.=0D
=0D
Your support ticket 4897200 has been updated.  Please reply to this email=
 to update the ticket with any questions or additional information.=0D
=0D
----------------------------------------------=0D
=0D
System, Apr 15, 2025, 04:30 PDT=0D
=0D
(04:19:33) *** Hello? joined the chat ***=0D
(04:19:33) Hello?: BOT: Greetings! I'm the Malwarebytes assistant, ready =
to help! =0D
BOT: =E2=84=B9=EF=B8=8F By proceeding, you agree to our Terms of Service =
and Privacy Policy, as well as the recording of our chat. =0D
BOT: https://www.malwarebytes.com/tos/ =0D
BOT: https://www.malwarebytes.com/legal/privacy-policy =0D
BOT: So I can best help you, select a topic below. =F0=9F=91=87 =0D
=0D
USER: Selected: Manage account and billing =0D
=0D
BOT: =F0=9F=91=89=F0=9F=8F=BC In order to receive more accurate answers, =
please ask your question in a concise and complete sentence. =0D
=0D
USER: I would like to chat to someone live regarding some ransomeware det=
ection in my Android System and System UI =0D
=0D
BOT: I'm here to help you connect with a support agent. =0D
BOT: What would you like to do?  =0D
=0D
USER: Selected: I=E2=80=99d like to chat with an agent =0D
=0D
BOT: Enter your name. =0D
=0D
USER: Hello? =0D
=0D
BOT: Enter your email address. =0D
=0D
USER: Dom@e24.com.au =0D
=0D
=0D
SUMMARY: Customer requested a live chat with an agent regarding ransomwar=
e detection on their Android system and System UI.=0D
(04:19:46) Renmar: Hi Dom, this is Renmar from Malwarebytes Support. Plea=
se wait while I review your chat with our AI bot.=0D
(04:20:26) Renmar: We are sorry to hear about this, Dom. When did you rec=
eive the ransomware detection?=0D
(04:21:44) Hello?: Today... I have noticed that this is happening to a lo=
t of users using the Malware security app.. is this an issue  with the Ap=
p or my device?=0D
(04:23:00) Renmar: Our team has identified the cause, and it appears to b=
ea =C2=A0false positive on our end. But we will double-check.=0D
(04:23:19) Renmar: Please open the Malwarebytes app> tap Help > tap Expor=
t Diagnostic Report=0D
(04:23:29) Renmar: Once it reaches 100%, send it to support-android@malwa=
rebytes.com.=0D
(04:23:40) Renmar: May I also know what is the make of your device?=0D
(04:24:26) Hello?: moto g51 5G=0D
(04:25:33) Renmar: Thank you! Kindly follow the steps above so we can rev=
iew the report. If everything's all set, one of our specialists will send=
 you an email with instructions on how you can go about this.=0D
(04:28:15) Hello?: Since it's a false positive can I add the detected fil=
es in the allow list=0D
(04:29:28) Renmar: Yes, until a permanent fix is implemented in the upcom=
ing release.=0D
(04:29:56) Hello?: Ok thanks for your help..=0D
(04:30:04) Renmar: Only do that on the System UI that has been detected.=0D=

(04:30:16) Renmar: You are welcome! Anything elsea side from this?=0D
(04:30:38) Hello?: All good..=0D
(04:30:46) Renmar: Have a nice day ahead!=0D
(04:30:59) *** Hello? left the chat ***=0D
=0D
=0D
=0D
=0D
=0D
=0D
=0D
=0D
=0D
[24K79X-5PZ9R]=

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    <div style=3D"color: #ffffff;">Add your reply above this line.</div>=0D=

<p dir=3D"ltr">Your support ticket 4897200 has been updated.  Please =
reply to this email to update the ticket with any questions or additional=
 information.</p><p dir=3D"ltr"></p><div style=3D"margin-top: 25px" data-=
version=3D"2"><table class=3D"zd-liquid-comment" width=3D"100%" cellpaddi=
ng=3D"0" cellspacing=3D"0" border=3D"0" role=3D"presentation">  <tbody><t=
r>    <td width=3D"100%" style=3D"padding: 15px 0; border-top: 1px dotted=
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" border=3D"0" style=3D"table-layout:fixed;" role=3D"presentation">      =
  <tbody><tr>                    <td width=3D"100%" style=3D"padding: 0; =
margin: 0;" valign=3D"top">            <p style=3D"font-family:'Lucida Gr=
ande','Lucida Sans Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; font=
-size: 15px; line-height: 18px; margin-bottom: 0; margin-top: 0; padding:=
 0; color:#1b1d1e;" dir=3D"ltr">                                         =
       <strong>System</strong> (Support)                                 =
         </p>            <p style=3D"font-family:'Lucida Grande','Lucida =
Sans Unicode','Lucida Sans',Verdana,Tahoma,sans-serif; font-size: 13px; l=
ine-height: 25px; margin-bottom: 15px; margin-top: 0; padding: 0; color:#=
bbbbbb;" dir=3D"ltr">              Apr 15, 2025, 04:30 PDT            </p=
>                                    <div class=3D"zd-comment" dir=3D"aut=
o" style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;"><p dir=3D=
"ltr" style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">(04:19=
:33) *** Hello? joined the chat ***<br>(04:19:33) Hello?: BOT: Greetings!=
 I'm the Malwarebytes assistant, ready to help! <br>BOT: =E2=84=B9=EF=B8=8F=
 By proceeding, you agree to our Terms of Service and Privacy Policy, as =
well as the recording of our chat. <br>BOT: <a href=3D"https://www.malwar=
ebytes.com/tos/" target=3D"_blank" rel=3D"nofollow noreferrer">https://ww=
w.malwarebytes.com/tos/</a> <br>BOT: <a href=3D"https://www.malwarebytes.=
com/legal/privacy-policy" target=3D"_blank" rel=3D"nofollow noreferrer">h=
ttps://www.malwarebytes.com/legal/privacy-policy</a> <br>BOT: So I can be=
st help you, select a topic below. =F0=9F=91=87 </p><p dir=3D"ltr" style=3D=
"color: #2b2e2f; line-height: 22px; margin: 15px 0;">USER: Selected: Mana=
ge account and billing </p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-h=
eight: 22px; margin: 15px 0;">BOT: =F0=9F=91=89=F0=9F=8F=BC In order to r=
eceive more accurate answers, please ask your question in a concise and c=
omplete sentence. </p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height=
: 22px; margin: 15px 0;">USER: I would like to chat to someone live regar=
ding some ransomeware detection in my Android System and System UI </p><p=
 dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;"=
>BOT: I'm here to help you connect with a support agent. <br>BOT: What wo=
uld you like to do?  </p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-hei=
ght: 22px; margin: 15px 0;">USER: Selected: I=E2=80=99d like to chat with=
 an agent </p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-height: 22px; =
margin: 15px 0;">BOT: Enter your name. </p><p dir=3D"ltr" style=3D"color:=
 #2b2e2f; line-height: 22px; margin: 15px 0;">USER: Hello? </p><p dir=3D"=
ltr" style=3D"color: #2b2e2f; line-height: 22px; margin: 15px 0;">BOT: En=
ter your email address. </p><p dir=3D"ltr" style=3D"color: #2b2e2f; line-=
height: 22px; margin: 15px 0;">USER: <a href=3D"mailto:Dom@e24.com.au" re=
l=3D"noreferrer">Dom@e24.com.au</a> </p><p dir=3D"ltr" style=3D"color: #2=
b2e2f; line-height: 22px; margin: 15px 0;">SUMMARY: Customer requested a =
live chat with an agent regarding ransomware detection on their Android s=
ystem and System UI.<br>(04:19:46) Renmar: Hi Dom, this is Renmar from Ma=
lwarebytes Support. Please wait while I review your chat with our AI bot.=
<br>(04:20:26) Renmar: We are sorry to hear about this, Dom. When did you=
 receive the ransomware detection?<br>(04:21:44) Hello?: Today... I have =
noticed that this is happening to a lot of users using the Malware securi=
ty app.. is this an issue  with the App or my device?<br>(04:23:00) Renma=
r: Our team has identified the cause, and it appears to bea &nbsp;false p=
ositive on our end. But we will double-check.<br>(04:23:19) Renmar: Pleas=
e open the Malwarebytes app&gt; tap Help &gt; tap Export Diagnostic Repor=
t<br>(04:23:29) Renmar: Once it reaches 100%, send it to <a href=3D"mailt=
o:support-android@malwarebytes.com" rel=3D"noreferrer">support-android@ma=
lwarebytes.com</a>.<br>(04:23:40) Renmar: May I also know what is the mak=
e of your device?<br>(04:24:26) Hello?: moto g51 5G<br>(04:25:33) Renmar:=
 Thank you! Kindly follow the steps above so we can review the report. If=
 everything's all set, one of our specialists will send you an email with=
 instructions on how you can go about this.<br>(04:28:15) Hello?: Since i=
t's a false positive can I add the detected files in the allow list<br>(0=
4:29:28) Renmar: Yes, until a permanent fix is implemented in the upcomin=
g release.<br>(04:29:56) Hello?: Ok thanks for your help..<br>(04:30:04) =
Renmar: Only do that on the System UI that has been detected.<br>(04:30:1=
6) Renmar: You are welcome! Anything elsea side from this?<br>(04:30:38) =
Hello?: All good..<br>(04:30:46) Renmar: Have a nice day ahead!<br>(04:30=
:59) *** Hello? left the chat ***</p></div>                      </td>   =
     </tr>      </tbody></table>    </td>  </tr></tbody></table></div>=0D=

</div>=0D
<span style=3D"color:#FFFFFF" aria-hidden=3D"true" class=3D"zd_encoded_id=
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