[Trojan.TechSupportScam pointing to Google Crome - Not Quarantined by MBAM]

These 2 files were not quarantined following the weekly scan of Malwarebytes Premium paid annual license installed in the last 30 days. Any idea why this is happening? I will log into the customers computer tomorrow to capture the full log file.

Trojan.TechSupportScam, C:\USERS\JEFFHALE\APPDATA\LOCAL\GOOGLE\CHROME\USER DATA\Default\Preferences, Removal Failed, 302, 929120, 1.0.39903, , ame, , 1CFA903D80E3445A729BB8779A9574C5, 29249F9E7A1249E08CFAFAEEB5B141695E28107AA49F4B210959D4349926BD45

Trojan.TechSupportScam, C:\USERS\JEFFHALE\APPDATA\LOCAL\GOOGLE\CHROME\USER DATA\Default\Preferences, Removal Failed, 302, 929122, 1.0.39903, , ame, , 1CFA903D80E3445A729BB8779A9574C5, 29249F9E7A1249E08CFAFAEEB5B141695E28107AA49F4B210959D4349926BD45

Scan results

-Scan Summary-

Scan Type: Threat Scan

Scan Initiated By: Scheduler

Result: Completed

Objects Scanned: 277362

Threats Detected: 2

Threats Quarantined: 0

Time Elapsed: 3 min, 46 sec

-Scan Options-

Memory: Enabled

Startup: Enabled

Filesystem: Enabled

Archives: Enabled

Rootkits: Enabled

Heuristics: Enabled

PUP: Detect

PUM: Detect

-Scan Details-

Process: 0

(No malicious items detected)

Module: 0

(No malicious items detected)

Registry Key: 0

(No malicious items detected)

Registry Value: 0

(No malicious items detected)

Registry Data: 0

(No malicious items detected)

Data Stream: 0

(No malicious items detected)

Folder: 0

(No malicious items detected)

**Please advise of any further remediation efforts needed?

Thanks!

[Real-Time Protection status not consistent]

Sometimes just starting the component that's showing OFF will work, but I've often seen Starting and it never updates...rebooting sometimes fixes the problem. If not, reinstall over the top. Have done this multiple times now.

[Does the BSOD only happen on windows 10?]

I had a BSoD on the early version of 3.0.1 with Windows 7, but the new 3.0.6 version works fine.

[Real-Time Protection status not consistent]

I just reinstalled over the top of the version showing Web Protections was not active and that worked for me. I've done the same for a couple of my customers and it worked for them too!

[Web protection not working - 3.06 new beta update]

I see this one all the time, just like the Real Time protection shut off. Open the interface navigating to Settings and the Protection tab. Click on the Web Protection sliders that states "turning on"...if it hangs, reboot and you should be good.

[Real Time Protection continues to turn off]

I have seen this more times than I can count with over 100 customers running Real Time protections. I grabbed the statement below from a newer post, that seems to work in most of the cases I've encountered.

NOTE: This is for users experiencing an issue with real-time protection in Malwarebytes version 3.0.6.

If it is your Website Protection having issues, please try the following two things:

1. Under Settings -> Protection, turn on "Enable self-protection module early start". Then reboot and see if your protection module starts up
2. If that doesn't work, under Settings -> Protection, turn off the option for "Enable self-protection module". Then reboot and see if your protection module starts up

If real-time protection layer is turning off and it is not website protection related, please try uninstall and reinstall. Here's how:

1. Uninstall Malwarebytes 3.0 via Control Panel. Here's how: https://www.bleepingcomputer.com/tutorials/uninstall-a-program-in-windows/ 
2. Download and install the latest version of Malwarebytes 3.0. Here's how: https://support.malwarebytes.com/customer/en/portal/articles/2615292-how-do-i-install-malwarebytes-3-0-?b_id=15026
3. Activate Malwarebytes Premium. Here's how: https://support.malwarebytes.com/customer/en/portal/articles/2615306-how-do-i-activate-malwarebytes-3-0-?b_id=15026

Good Luck! There is a new updated version that can be used to fix this problem.