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Yesterday’s Database Update Issue

It saddens me to report that at around 3 PM PST yesterday, Malwarebytes released a definitions update that disabled thousands of computers worldwide. Within 8 minutes, the update was pulled from our servers. Immediately thereafter, users flocked to our support helpdesk and forums to ask us for a fix.

I want to offer my sincere apology to our millions of customers and free users. I started this company because I thought everyone was entitled to malware-free computing. We acted overzealously in that mission and realize far superior procedures around updating are needed. More was expected of us, and we failed.

So what’s my promise to you? Working day and night, we are commissioning several new resources to stop this from happening again. We are building more redundancy to check our researchers’ work and improving our peer review.

Here’s what we’ve done to address the issue. We immediately¬†wrote a tool to fix the issue and published instructions on our forums. If you are affected by the issue, please visit the page. If you need assistance or are uncomfortable performing the fix manually, please contact our¬†support team. We have our entire support staff answering tickets feverishly. Tickets are being answered within an hour, and we will reach out to you by phone if e-mail support is not enough.

Please, once again, accept an apology on behalf of our entire company. Let’s get you fixed up and back to a malware-free existence!

Marcin


4 thoughts on “Yesterday’s Database Update Issue

  1. skilz853 says on April 16, 2013 at 3:51 pm :

    Hey Marcin,

    I just want to say MBAM has saved me many more times than it’s ever harmed me and yesterday’s incident will not affect my use of MBAM whatsoever.

    I’m just an old man with time on my hands and know my computer and how to keep it running as it should, but I don’ have any technical training.
    However if there’s anything I can do as a “Test Pilot” or “Wing Man” please let me know.
    I’m registered at the forum if you want to reply to this, or I suppose you can reply right here come to think of it :D

    MBAM For Life OnLine!,
    skilz853

  2. wafflemonger says on April 16, 2013 at 6:12 pm :

    I have used Malwarebytes for years. While I am personally unaffected by this, I could easily have been. Even if I was, I would definitely still use your software. Your software has helped an infinite amount of times and you’ve messed up …. once? If that? You guys are allowed a mistake every once in a while, everyone makes a mistake.

  3. jimmythegeek says on April 16, 2013 at 7:39 pm :

    I am less concerned about mistakes that are made than I am about how they handled. This one was handled very well. My computer will be back to normal soon. I am relieved that this wasn’t a real virus. Malwarebytes is an excellent product that I will continue to use and recommend.

  4. larryk says on April 18, 2013 at 1:36 pm :

    “Tickets are being answered within an hour” Thats not true. I have been waiting since Saturday. Teling me that you are busy doesnt count as responding.

    “and we will reach out to you by phone if e-mail support is not enough” I started with e-mail on Friday and was responded to twice. Nothing since. It works like this. You e-mail and wait a day to be told to do x. The next day you do X and are told the next day to do Y. A day per correspondence.

    When is it reasonable to ask for a refund of the $700+ worth of software we purchased Friday that doesnt work? Tomorrow will be a week.

    When you sit owaiting you get plenty of time to vent.

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