Cannot enable malicious website blocking

[rd_ranney]

I cannot enable the malicious website blocking feature in Malwarbytes Pro. I have done some searching for a simple resolution and have concluded that I need help resolving this issue. Thank you for your time.

Roger

[daledoc1]

Hi, rd_ranney:

Welcome.

Sorry you are having a problem enabling the protection module.

Initially just reboot the computer once or twice, then open the program > protection tab > make sure "Start protection module with Windows" is checked & both the protection modules are checked (enabled). Note: on slower systems, you may need to wait up to 10 seconds for the change to occur, as it's a live change, not just a check mark. Reboot again.

If that doesn't resolve the issue, please follow the instructions below and post back with the following logs as attachments to your next reply:

• Checkresults.txt from mbam-check
  
• A couple of protection logs, if you have them
  
• DDS.txt from DDS
  
• Attach.txt from DDS
  

These will provide the MBAM staff with a bit of information that will permit them to pinpoint the cause and the solution for you.

Thanks!

daledoc1

-----------------------------

Step 1 -- Create an mbam-check log:

Download mbam-check.exe from HERE and save it to your desktop.

Double-click on mbam-check.exe to run it, it should then open a log file.

Please attach to your next reply the CheckResults.txt file which should now be located on your desktop.

Then, if you can, please also upload your 3 most recent Protection module logs:

In Windows XP, these logs are located in: C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs

In Windows Vista/7/8, these logs are located in: C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\Logs

Step 2 -- Run DDS and create 2 logs:

Download DDS from one of the locations below and save it to your Desktop:

dds.scr

dds.com

Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.

How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once it is downloaded, you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.

Then double click dds.scr or dds.com to run the tool.

Click the Run button if prompted with an Open File - Security Warning dialog box.

A black DOS console should open and run for a moment.

• 
  When done, DDS will open two (2) logs:
• 
  
  1. DDS.txt
     
  2. Attach.txt
     

• Save both reports to your desktop
  
• Please attach both of the following logs to your next reply: DDS.txt and Attach.txt
  --->You can ignore the note about zipping the Attach.txt file in most cases.
  

[rd_ranney]

I have created the mbam-check log and attached the file. I have also attached the 3 most recent Protection module logs. I cannot download and run DDS because I cannot disable Symantec Endpoint Protection.

CheckResults.txt

protection-log-2013-06-01.txt

protection-log-2013-06-02.txt

protection-log-2013-06-03.txt

[AdvancedSetup]

Why are you unable to disable Symantec Endpoint Protection? If you don't have Admin rights on the system then we will not be able to assist you.

The log shows: User Account type: Limited User

[Firefox]

Unless its because you don't have Admin Rights.... and to add to what Ron has already stated....

I run Symantec Endpoint Protection and it does not block the download nor your being able to run the DDS program. Go ahead and download it and run it and attach the logs so that we can get a better idea of what's going on.

[AdvancedSetup]

Thanks Firefox but if the user is not or does not have Admin rights we really cannot help them. You must have local Admin rights to make changes or repairs.

[Firefox]

Thanks Ron, understood...

[rd_ranney]

OK, here are the additional DDS.txt and Attach.txt files. I have Admin rights on the laptop computer and can make changes. I just don't have admin rights to disable the Symantec Endpoint antivirus program.

attach.txt

dds.txt

[AdvancedSetup]

I just don't have admin rights to disable the Symantec Endpoint antivirus program.

Well that is tantamount to the same thing. If you don't have admin rights to Symantec then I'm guessing this is a work computer and you cannot add or remove exclusions, etc.

Trying to fix the computer may potentially involve temporarily removing Symantec depending on what issues are encountered.

Currently the Event Logs are not shown (typically due to antivirus blocking it, but in some cases because of broken services or similar issues)

I'm sorry but as this would appear to be a work computer and you do not have 100% full control of every aspect of the computer it will be nearly impossible to help you.

You should seek assistance from your IT Support Dept or Helpdesk and let them know you're having issues with the computer.