Malwarebytes 3.1.2 Not Starting Properly

[shepcon]

We're running the latest build of Malwarebytes 3.1.2.1733 on Windows 7 Pro PCs.  Every morning after reboot, the Malwarebytes application is failing to start properly with several features disabled like Web Protection and Malware Protection.  And with these features disabled, it's blocking the use of Microsoft Office applications likes Word and Excel.  Also, it blocks any Internet application or process for IE, Chrome or Firefox.  Rebooting does not help.  However, if I reinstall Malwarebytes using the same version, it works again.  But I'm having to do this daily on all of our PCs.

[dcollins]

Can you please provide the information requested below:

 

[shepcon]

I already have a forum account and logged-in as well to post this topic.

[Porthos]

6 minutes ago, shepcon said:

I already have a forum account and logged-in as well to post this topic.

Just run the tools from that post and attach the logs here. 

Edited June 14, 2017 by Porthos

[shepcon]

I've attached the mb-check-results zip file.

mb-check-results.zip

[dcollins]

Can you restart your computer and then run mb-check again and upload the new zip file after Malwarebytes starts?

[shepcon]

Here's the mb-check following the reboot.

mb-check-results.zip

[dcollins]

Are these logs coming from the same computer? I see no issues in these logs, and everything looks to be running properly.

[shepcon]

Yes.  Same PC.  The issues are somewhat random.  Last night, Microsoft updates installed automatically and then upon reboot, we had the issues with MWB.  

So do you need an mb-check report when the actual issue is occurring?

[dcollins]

That would be helpful, because according to the logs you submitted there hasn't been an error since you installed Mb3 (which was on May 5th)

[shepcon]

Ok.  I'll post from a PC that's in the actual condition.

Saying that, I have read quite a few posts of similar issues with features not starting properly like Web Protection.  And manually starting them is not working.  What is the suggestion for that type of general issue?

Thanks for the help.

[dcollins]

Besides a known issue with upgrades causing an issue with Exploit Protection, there is no "general issue" that causes this situation. It's very much situational

[shepcon]

Here's mb-check attachment for a PC in the same environment that had the issue about an hour ago.  Web protection and Malware protection both in the off position and would not start manually.  And this condition blocks any Microsoft Office app like Word or Excel and all web browsers.

 

 

mb-check-results.zip

[shepcon]

Devin, here's a 3rd PC with the exact same issue.  I've run the mb-check tool on this one as well.  Reboot the PC with version 3.1.2.1733 Component 1.0.141 and Web Protection and Malware Protection will not start properly.  And manually starting them doesn't work either.  I've tried using the mb-clean-3.1.0.1008.exe tool to remove and reinstall the latest build, but the issue still occurs.  On one of my critical PCs, I have been forced to downgrade Malwarebytes to version 2.2 just to make the PC functional with some degree of protection.

Ken

mb-check-results.zip

[arbrich]

I am having the exact same experience on multiple PCs with Windows 7 and Windows 10. Been fighting this since 3 got released.

Shepcon are you running Symantec Endpoint Protection by any chance as I seem to have that as a common factor with many PCs although not all ??

 

 

[shepcon]

I am running Symantec Endpoint Protection 12.1.6 RU6 MP5 (build 7004), which is the latest build I think for 12x.  I don't use the firewall component of SEP as I just use the standard Windows firewall.

 

[shepcon]

It turns-out that Symantec did have a more recent build of SEP 12, which I have just installed as a test on one of my PCs that is having the Malwarebytes issues.  However, the Symantec update did not resolve the Malwarebytes issue.  Symantec Endpoint Protection 12.1.6 RU6 MP8 build 7266 is the latest release from Symantec.

 

[shepcon]

Devon, here's a 4th mb-check from a 4th Windows 7 Pro PC with the exact same Malwarebytes 3.1.2 issue.  Windows is completely updated with the latest from Microsoft using Windows Update.

 

mb-check-results.zip

[dcollins]

@shepcon very strange.... I'm not seeing any errors related to what you're discussing in these logs. Can you try the following please:

1. Under Settings -> Application, turn on Event Log Data
2. Under Settings -> Protection, try to turn on Malware Protection
3. Wait 30 seconds 
4. Run mb-check and upload the new zip file

[shepcon]

Devin, I have done as you suggested for another PC, which is the 5th one.  After booting the PC, Malwarebytes Web and Malware Protection are off.  Exploit and Ransomware Protection are on.  I enabled the event log and tried to start Malware Protection.  When I slide the item to the On position, it immediately goes back to the off position.  If I try to start the Web Protection, it goes to a Starting status but never starts.  I have waited more than 30 seconds.

Attached is the mb-check as requested for this 5th PC.

 

mb-check-results.zip

[chakalakasp]

Are you using SEP 14?  Because we have around 20 computers doing this exact same thing, and they are all running the June 6 update of Symantec Endpoint Protection 14.  MBAM and Symantec are not good friends these days.  Given that Malwarebyte's market cap probably fits inside Symantec's catering budget, I'd say it's MBAM's job to sort this out.

[shepcon]

I'm running SEP 12.1.6 and not SEP 14.  I documented my precise SEP builds earlier in this post.

[Firefox]

Have you guys tried added the following in as exceptions like in my image below?

 

[shepcon]

Firefox, I actually considered that concept today with creating SEP exceptions.  Are the exceptions you provide above pretty much all that's needed?

Saying that, I have checked the SEP logs and I cannot find any entries that reflect SEP is actually blocking Malwabytes services or processes.  And why is this suddenly happening with release 3.1.2 of Malwarebytes?  I have several dozen PCs that I've avoided upgrading and they're all running fine with 3.0 of Malwarebytes.  Surely the services and processes are pretty similar as it relates to SEP's real-time scanning against these different versions of Malwarebytes.  

 

[Firefox]

The files listed in the screenshot are all the ones that need to be excluded.  I don't exclude them because I am having issues, I do it more as being proactive and to avoid any potential conflicts per say.

I can not tell you why its happening as I am not an employee of Malwarebytes, but I do have customers that are having the issue you are seeing.  What I have done to fix them for now is to run the mb-clean tool to get a fresh re-install of MB3 and making sure the exceptions are there.  I too have reported this issue...