BLWalker

I attempted to try and exclude those two aforementioned Dell Support-Assist folders in my McAfee LiveSafe, vers 16.0, however after checking You-Tube vids for how this done in McAfee LiveSafe ver 16-(*I've only learned recently how to do it with MBAM-Premium ver 4) but the vids I watched on YouTube pertaining to excluding files on the latest McAfee versions-(16.0 and up) state you can no longer exclude entire file folders-(as was permitted in the past with earlier McAfee versions), but now only individual files, meaning you have to open up each folder-(there are quite a number of individual files in those 2 folders and all their respective sub-folders. I can accomplish that but it will take some time. Any thoughts on how to get around this having to exclude individual files or is there another way to do this with just excluding those two Dell folders? Thanks for any info!!!!

I've been reading these posts as I am having the same exact problem with the Hardware Scan in Dell Support Assist-(vers 3.4.1). I purchased a Dell XPS 8930 Special Edition desktop a few weeks ago-(Windows 10, 64bit), with McAfee LiveSafe preinstalled and I bought and installed Malwarebytes Premium-(vers 4.0.4) a couple days after booting up the 1st time.I have both these security programs on my old computer and they have worked really well with no software conflicts to speak of. All the other scan areas-(software/drivers update, optimize network, etc all work fine, but hardware scan does exactly what has been described in this topic already-(done in one or two seconds, and scan history displays in red lettering it didn't even start). I tried the aforementioned option of adding those two Dell folders-(Support AssistAgent and Remediation) to my allow list in my MBAM program to no avail. I tried placing the SupportAssist Agent first by itself in the Allow List, but it didn't work. I then left it in and added the Remediation folder so both were there, but the hardware scan still won't work. I removed them both for now from the MBAM allow list, and I guess I'll just wait to see when someone-(either Dell or MBAM) posts a fix for this problem. It sounds like from what I'm reading here it probably may be a problem with MBAM's software. I did come across a video clip on YouTube showing this problem, but it recommended uninstalling SupportAssist with Revo Uninstaller app to completely remove the software, especially in the registry, then reinstalling SupportAssist and it supposedly will correct the problem. I don't believe it made mention of software problems with installed security programs as mentioned here though.

The program has been working perfectly the past few days including the threat scans, without any problems. This is what occurred earlier this year for a couple days, then it stopped. I'm going to disregard for now since it appears to be working okay on its own, but if it would occur again, I'll do the scans at that time during the breakdown and get back to you at that time. Thanks for the assistance!!!

When I ran the FRST scan the 1st time I did specifically notice the Addition.txt box was checked at that time, however I will run it again for you. I'm not sure if I can run the mb-check until those protection features switch off-it has only occurred 3-4 times in the past 2 days, and it did not occur at all yesterday at any time. The program worked perfectly yesterday, my regular daily scheduled threat scan-(8PM) last evening worked fine and found no problems. I went back thru my notes and found back in March of this year the same problem was occurring however it was doing it randomly and after a few days it stopped and I haven't had any problems till 2 days ago.. I didn't upgrade MBAM to 3.22 until around the end of August or early September. Can I manually disable web protection and ransonware and then run the mb-check, or does it have to be done when the program itself fails to load those features? Thanks for the assistance!!!!! FRST.txt Addition.txt

You're welcome and thanks!!!!

I was able to use the FRST that I saved from back in early September to run that scan. Enclosed are the results. Addition.txt FRST.txt mb-check-results.zip

Thanks for the quick response. I have attempted to download the Farbar Recovery Scan tool from the link you provided, but when I attempt to run it-(where I placed it on my desktop), Windows blocks it advising its a security issue. I have DL'ed this diagnostic utility previously without any problems. I was able to DL the MB-Check utility-(also previously used) and have the zip file results enclosed. mb-check-results.zip

I'm running MBAM, version; 3.2.2.2018, Component Pkg Version; 1.0.207, Update Pkg Version; 1.0.2988, under Windows 8.1/64bit. I installed the program upgrade about a month and a half ago and except the minor problem of using the wrong product key initially to activate the premium version from the trial version which was readily corrected once I discovered my error the program has worked almost flawlessly. Unfortunately since last evening I'm getting the ransonware protection switching off 3 separate times and once for the web protection. Clicking on the buttons in the settings window only shows "starting" but never completes. If a I do a Windows reboot it seems to clear this but it doesn't appear to last and the features shut off again after an undetermined amount of time, nor is this correcting the problem for the long term. I see there is a new upgrade version, 3.2.2.2029 that was mentioned in another posting in this forums, does this new version address these problems. Thanks for any assistance!!!!!

Thanks very much Porthos!!! I went in and found that and have now checked/activated that feature, along with the quarantine all threats automatically, my bad!!!! I've included a screen-shot to show I activated those 2 features in the advanced settings. That explains why it showed the rootkit feature disabled on my after-scan report on the scheduled scan since it was unchecked but on a manual scan apparently it was enabled. That's one less problem I have to contend with now. Now if they can just figure out from the MB check/results zip file I emailed them what the problem is with the license key/ID number is. I learned earlier today when typing those two in, a green check-mark should appear to the right of both if they are still valid, so I checked this immediately-(even though the activation didn't go thru), it still showed 2 green check-marks-(picture below with my actual numbers blotted out). Hopefully I'll hear more back on my support ticket today, again thank you!!!!

Thanks Porthos and Smoked out. Yes I received a response early this morning regarding my support ticket #2060412. The tech responding suggested two things that have previously been advised in the first response I received on my ticket on Saturday but didn't help, but also instructed I should run the MB-Check utility and attach the results zip-file in my email reply back to them. I haven't heard back on that reply thus far. I have about 9 days left till my Premium Trial runs out. My MBAM 3.2.2 trial program is running pretty well at this time, although I've noticed on the scheduled threat scan its not checking for rootkits-(noticed in the scan report after it's listing the rootkit function disabled). I checked Settings and Rootkit protection is switched on-(if I run a manual threat scan, it includes checking for rootkits and scan report shows the rootkit function enabled), go figure!!!

Thank you!!! I hope we both get this corrected.

Thank you!!! I have opened up a support ticket at the link your provided.

I received an MBAM program upgrade alert 2 days ago-(I was using version 3.12 prior to receiving the alert). I clicked on the upgrade and it proceeded with the download-(for latest version 3.2.2.2018). I started the install and everything went fine but upon completion of the install it displayed the 3.2.2 trial version program window. I have a lifetime MBAM license/ID that I purchased when I first bought the program years ago and upgraded the program from 3.06 to 3.12 just a few months ago without any problems. This trial version-(displayed as version 3.2.2) is working properly, the scan feature is working, and it displays my prior protection history/stats, and the Real-Time Protection is fully enabled, however it displays the "activate License" and "upgrade now" buttons and also it will expire in approx 12 days. If not for the trial expiration concern the program is functioning as if it has been fully activated and licensed and I have not noticed any other software problems/conflicts with the rest of my system. I then attempted to use the "activate license" feature and typed in my MBAM License Key and also the MBAM ID number-(which I was prompted to do after typing in the license key). *Again I don't recall having to do this a few months ago when I upgraded from 3.06 to 3.12. It was my understanding if you already have an active MBAM license this information is transferred over to the new install. Upon entering the license key and ID number I received an error msg-(see attached picture below) stating; MBAM403104 " The usage level has exceeded the max volume allowed. There is a problem with your license key and we were unable to activate your license. Please check your license details and try entering your key again." I sent a request to MBAM to retrieve my license key/ID-number-(which I already had on file myself), to verify I had typed in the correct key and ID numbers, which I confirmed I had done correctly. The only thing unusual I noticed is when I first did the download for the 3.2.2 version for some reason 2 separate but identical install windows came up after I clicked on the upgrade download-(*I only used one of them, but was unable to close out the other one for some reason). I'm wondering if because 2 identical install windows came up that this is what exceeded the max volume its advising? I have been using MBAM since 2009-(starting on my previous computer) and using it on my current computer since Jan 2014 w/o any noticeable problems. I have also read some other forum topics where users have been advised to DL the MBAM-Clean utility, and use it to clear their OS of all MBAM software and then reinstall the new 3.2.2 version. I attempted to do a System Restore to go back prior to this install but that failed. I have DL'ed and saved the new 3.2.2 version and also have DL'd the MBAM-Clean utility on my desktop for possible use-(but have not tried that as of yet). I'm running Windows 8.1/64 bit. I understandably would like to get this trial version fully activated/licensed asap, prior to the trial expiration. Any help would be appreciated, thanks in advance!!!!

Okay, I've checked that already and the logs are there, so the program is working okay otherwise, I'll just wait for a fix, thanks!!!

I've noticed on my installed MBAM program, (2.0.2.1010), that after completing a scheduled threat-scan, the program is slow to change the listing for the next same scheduled scan on the MBAM dashboard. In other words, I've set a scheduled threat-scan for 10pm each evening. The scan goes thru without any problems, finds no detections, and I'm able to save the completed scan log it provides. After saving the log, I go back to the MBAM dashboard, but it's still listing under the next scheduled scan as the one that just completed, rather than the next scheduled scan at 10PM the next day. The other night it did change the listing after about 20 minutes after the scan just run had completed, but this evening after an hour and counting, it's still listing the scan it just performed. Any thoughts? The program installed well and is working near perfectly for me-(I've used previous versions on my old computer for past 5 years). This isn't really a major issue with me, just wondered if this issue had been mentioned before. Thanks!!

Yes, I forgot to mention I'm using Windows 8, 64 bit version. I will add both those McAfee folders to MBAM's exclusion list. As for the McAfee problem I mentioned, I'll check at the forums group whose link you provided, but I would appreciate it if you could consult on that issue and let me know, I'd really appreciate it!!! It seems so far that everything is working really well pertaining to the install, and no problems have occurred thus far. Thanks for all your assistance so far!!!!

Also in regards to placing the McAfee program folder into MBAM's exclusion list, I'm seeing two McAfee folders on my C/Drive, one is under C:/Program Files/mcafee, lists it as 129MB in size, with 706 files and 160 folders. The other folder is listed under; C:/Program Files (x86)/McAfee and is only 17.2mb in size, with approx. 284 files and 6 folders. It appears to me the first one is probably the main folder due to its size and all the sub-folders which appear to be all the installed components of that program-(folders; virusscan, data, update, etc). I could probably place both in the exclusion list, can you advise? I've included a couple screen-capture pics to show both. Thanks!!!

Okay, I'll leave the Self-Protection Module unchecked. Also I just tried going thru my Mcafee program to exclude those program files from MBAM from the list you provided and I'm getting a windows in McAfee stating "The item cannot be excluded because its a critical system file or folder and can cause a serious security problem". There is an "OK" button to merely acknowledge this, but nothing else, are you familiar with this with McAfee? Thanks!!!

I've installed the MBAM program successfully, and upgraded it to the Premium version with my previously purchased key and id #'s. There was no problem with it loading during Windows boot-up and it appears to be working fine. You did mention you would advise which MBAM files to exclude in McAfee, if you could do so, I'd appreciate it. Also I noticed in the Advanced Settings for the program the "enable self-protection module" was unchecked. Should this option be enabled to complete by full protection with the program. I've seen mention of this feature previously but didn't look into that then because I was involved in my malware removal. Any information would be appreciated!!! Thanks!!!

Okay, if I'm understanding you correctly then I should be doing this in this order? 1. run MBAM-clean to remove anything from 1st installation 2. disable McAfee A/V temporarily prior to re-install 3. install free MBAM version 4. activate Premium MBAM program upgrade with my previously purchased key Code # and ID #'s 5. Set Malware exclusions to include the McAfee folder- (example; C;\Program Files(x86)\McAfee (*I'm also finding a separate folder from this on C/Drive listed as "mcAfee.com, should I include this folder as well?) I assume not to exclude my web-browsers, since this would make them prone to be infected again. 6. re-enable Mcafee A/V program Sorry for the questions, I just want to try and do this correctly the first time. I've used MBAM in earlier versions for past 5years and am very satisfied with it!!! Thanks!!!

Thank you for the information!!!!

Previously I had attempted to install the latest beta version of MBAM 2.0.2.1007 into my new computer-(may 2nd). The installation went fine and the program was working correctly as I have been using the program-(in its earlier version, from 1.38 up to 1.75). I am running Windows 8 on my new computer and have McAfee LiveSafe pre-installed on it, which includes Mcafee Sec'y Ctr v/12.8, McAfee A/V & Anti-Spyware ver 16.8, McAfee Personal Firewall v/13.8, Mcafee Parental Controls v/14.8, McAfee Quik-Clean & Shredder v/12.8, and McAfee Vulnerability scanner v/2.8). After the initial install on the 2nd, after a couple of hours I noticed none of my installed web-browsers could connect to the internet. I uninstalled the program, used the cleaning tool as well, and used a Windows restore Point to restore my system. This resolved the browser connectivity problem. After several inquiries, I was advised by your Malware Removal staff to run AdwCleaner and Junkware Removal Tool to clean the malware off my system-(including two browser hi-jackers).There were several infections and a number of files affected, including those on my web-browsers. This was completely successful, and my browsers are working fine at this time. I believe this may have been the issue blocking the browsers, rather than the MBAM installation. I would like to go ahead and try to reinstall the MBAM program-(whichever beta version is currently available) in order to supplement my McAfee program. My questions are; do I need to disable McAfee while doing the MBAM install? Since it's been awhile that I manually installed any version of this program, are there settings in this latest version-(exclusions)to prevent the program from interfering with other program-(e.g; browsers, my McAfee, etc). I also noticed a delay function on the initial install that can be set up to several minutes-(default setting was 15 seconds though). Does this need to be set at a specific time so as not to interfere with Mcafee loading? This was the issue with the original MBAM-(version 1.38) that I first purchased, MBAM & McAfee then were trying to load at the same time. I was advised by your support staff at that time to install a zip-delay file to install into the registry to delay the MBAM loading for 2 additional minutes. This pretty well solved my problem with that earlier version. Any information would be appreciated, thank you!!!

You're welcome, and I'll ley you know if I need any further help!!!

I believe I'll go with Larry's assistance since you assigned him to assist me initially. It sounds like I need to reset my browsers first before removing the malware, so I don't loose my internet connection/access. I'll email Larry to advise him. Thanks!!! Also thank you, Kevinf80 for your assistance!!!

Okay. I also just checked my email and had received an email early this morning from a support tech-(Larry Tate, with MBAM), providing me with instructions on what appears to be resetting the hosts file in my internet browsers. It sounds like he's assisting me with reconfiguring my browsers, whereas you're helping me remove the malware infection itself. I don't want to be doing 2 different courses of action unless they are doing two separate things to completely correct the entire issue I'm having.