Conflict with SOS Online Backup

[surfer1000fl]

Just recently my SOS Online Backup is not connecting to its server.  After uninstalling MBAM (paid version), it will connect again.   Reinstalling MBAM, connection issue resurfaces.  Uninstalling again, SOS Online is reconnecting.  SOS and MBAM had been playing nicely with each other for several years now.  The problem surfaced after May 21, the last success backup.  Perhaps it was an MBAM update?   I've tried adding exclusions for SOS Online files, but thus far to no avail.  Any thoughts would be much appreciated!

[Firefox]

Hello and

You will have to install Malwarebytes back on your computer, perform the diagnostic logs, attempt a backup and then also provide a copy of the protection logs so that the staff can review them and see what's going on....

• Please uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
• If that does not correct the issue, then please read the following and post back the requested logs - Diagnostic Logs
• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

Thank You,

Firefox

[surfer1000fl]

Thank you for replying.  I did the uninstall of MBAM using your utility and reinstalled.  Ran the two log programs and the three files are attached.  SOS Online reverted back to its original error message that it can't connect to the server.  I did try to add the SOS Online program folder to the MBAM folder exclusion lists, but that does not seem to help.  Please let me know what else you think I should try.  Thanks.

CheckResults.txt

Addition.txt

FRST.txt

[Firefox]

Please also load your protection logs so we can review them to see if there are any blocks occurring...

Your protection logs should be located here: C:\ProgramData\Malwarebytes\Malwarebytes Anti-Malware\Logs

[surfer1000fl]

Here they are.  Only two since I reinstalled.  Thanks.

mbam-log-2014-06-04 (09-20-56).xml

protection-log-2014-06-04.xml

[Yuki2718]

I installed SOS but didn't get any probelm.

[surfer1000fl]

Good to know.  I haven't had any incompatibility between SOS and MBAM until sometime after May 21, when my last complete backup was done.   Thus far I have no idea why...but when I uninstall MBAM and run SOS alone it connects again.  So, I'm guessing something with MBAM and SOS interaction.

[Deneb]

I came back from holiday last week, updated MBAM to the current version, and a couple of days later realised that Malwarebytes Secure Backup (a branded version of SOS) hadn't performed any scheduled backups since my return. Trying to run MBSB manually, I also got "Unable to connect to server" messages in the MBSB backup window.

 

After much fiddling, I decided to uninstall and reinstall MBSB, but found that I couldn't delete the MBSB folders and files in the "ProgramData\Malwarebytes\Malwarebytes Secure Backup" folder. I kept getting the message that I needed administrator permission, even though I was logged on as an administrator account. Eventually, I realised that I had to disable self-protection in MBAM to gain access to that folder - it seems that MBAM locks the whole folder and therefore not only MBAM files but also MBSB files!.

 

I've reinstalled MBSB but haven't re-enabled MBAM self protection, and it is now working fine again.

 

I doubt that SOS backup installs files in the same folder, but it might be worth turning off MBAM self-protection if you have it enabled, and seeing if that makes a difference.

[surfer1000fl]

I unchecked MBAM self protection and rebooted.  Then launched SOS manually.  This time it did connect (did not get no connection error message), but now after identifying all the files and apparently starting...it just hangs.  Sometimes it shows a file trying to load but doesn't make progress.   Zero bytes get uploaded but no other error messages. 

 

Thanks for sharing your experience.  Perhaps we are a little closer.  Of course, I think it is important for MBAM to try to correct this issue because keeping the MBAM always on without the self-protection is itself less secure.  Glad to know I'm not the only one.

[Firefox]

Here they are.  Only two since I reinstalled.  Thanks.

Can you post those in txt format please? Open Malwarebytes, go to History then Application Logs. Then double click the protection log you want to use. Then click on Export (bottom left) and export to txt file. Choose a file name and remember the locations so you can find the file and upload it here.

[surfer1000fl]

Protection log uploaded as txt file.  Please see attached.  Thanks.

Protection Log.txt

[surfer1000fl]

I just got off the phone with an SOS technician...we have an *apparent* fix for the *apparent* identified issue.  The issue is that MBAM treats SOS Online's file scanner as malware and stops it from running.  The work around is to select files for backup manually within SOS Online using its classic or original menus.  A second piece is to manually select the five SOS Online exe files for MBAM exclusion list.   We have done both, and SOS Online is running now, connecting to the server, and backing up the files selected manually.  (Nothing originally loaded to the server was affected, and downloading from the server is working fine.)   I have agreed to give it two days of testing and will contact SOS again later if everything continues to work.

 

ISSUE FOR MBAM:  You need to figure out how to get MBAM to recognize that SOS file scanning is not malware!   Since you are selling their product under your name I think you need a meeting!!

[surfer1000fl]

Update: Unfortunately, I reported success to soon.  SOS is still hanging up again even with the changes made earlier.

 

If you have any suggestions or information from the logs already forwarded, please advise. 

 

Thanks.

[Firefox]

Thanks for the added info, we will have to wait for someone on staff/development team to review your logs and see what can be done.

[surfer1000fl]

A tech from SOS Online helped me get SOS running again.  The key was making the file selection manually.  MBAM appears to block the auto scanning of the file selection wizard, which MBAM thinks is malware so it prevents it from running, apparently. 

 

So, my installation and use issue is resolved.  However, the interaction issue between SOS Online and the newest MBAM may not be solved.