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Real Time Protection Keeps Turning Off

WilliamBassett
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Porthos

Porthos

Posted
Posted
2 hours ago, WilliamBassett said:

Can anybody help ?

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

  1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. Download FRST and save it to your desktop
    NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  4. Press the "Scan" button
  5. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
  6. NEXT: Create and obtain an mb-check log
  7. Download MB-Check and save to your desktop
  8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
  9. This will produce one log file on your desktop: mb-check-results.zip
  10. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
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  • 2 weeks later...
nikhils

nikhils

Posted
Posted

Hello @DonWalton

Can you please add mutual exclusions for ESET and MB 3.x.

From the MB 3.x side please exclude the following files in ESET:

  • C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
  • C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
  • C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
  • C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
  • C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
  • C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe
  • C:\Windows\System32\drivers\mbam.sys
  • C:\Windows\System32\drivers\mwac.sys
  • C:\Windows\System32\drivers\mbamswissarmy.sys
  • C:\Windows\System32\drivers\mbamchameleon.sys
  • C:\Windows\System32\drivers\farflt.sys
  • C:\Windows\System32\drivers\mbae64.sys (64-bit only)
  • C:\Windows\System32\drivers\mbae.sys (32-bit only)

From ESET side in Malwarebytes please exclude the C:\ProgramFiles\ESET folder.

Please let me know if adding exclusions makes any difference at all.

Thank you.

 

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nikhils

nikhils

Posted
Posted

Hello @DonWalton

I was hoping that the exclusions with ESET would work.

From your logs I am seeing a pattern for which we have a defect currently.

You got a bad update and after an update the Wab protection driver gets into a race condition and fails to start.

The  best workaround for now is to restart the Malwarebytes service.

1. Right click on the Malwarebytes system tray icon and click on "Quit Malwarebytes".

2. After a few seconds double click on the Malwarebytes desktop shortcut to restart the program.

Your web protection should restart correctly.

Let me know if that works.

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Porthos

Porthos

Posted
Posted
3 hours ago, gparrish said:

indicating that I am not protected.

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

  1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. Download FRST and save it to your desktop
    NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  4. Press the "Scan" button
  5. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
  6. NEXT: Create and obtain an mb-check log
  7. Download MB-Check and save to your desktop
  8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
  9. This will produce one log file on your desktop: mb-check-results.zip
  10. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
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DonWalton

DonWalton

Posted
Posted
On 11/18/2017 at 10:06 PM, Porthos said:

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

  1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. Download FRST and save it to your desktop
    NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  4. Press the "Scan" button
  5. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
  6. NEXT: Create and obtain an mb-check log
  7. Download MB-Check and save to your desktop
  8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
  9. This will produce one log file on your desktop: mb-check-results.zip
  10. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

This worked for me.

 

Can you try running the MB 3.3.1 installer over your existing product.

The latest one can be found at : https://downloads.malwarebytes.com/file/mb3

Don't uninstall your current product but just run the installer over your existing product.

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  • 1 month later...
Porthos

Porthos

Posted
Posted
12 minutes ago, Tish said:

Please advise. 

First

Add to MB exclusions the following folders.

C:\Program Files\Windows Defender
C:\Program Files (x86)\Windows Defender
C:\ProgramData\Microsoft\Windows Defender

For Win 10 PRO also add these Folders.
C:\Program Files\Windows Defender Advanced Threat Protection
C:\ProgramData\Microsoft\Windows Defender Advanced Threat Protection

For Defender
Add these to FILE exclusions

C:\Windows\System32\drivers\mbae64.sys
C:\Windows\System32\drivers\mbam.sys
C:\Windows\System32\drivers\MBAMChameleon.sys
C:\Windows\System32\drivers\MBAMSwissArmy.sys
C:\Windows\System32\drivers\mwac.sys
C:\Windows\system32\Drivers\farflt.sys

Add to Process exclusions the following files. (copy and paste works best on these)

C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe
C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant
C:\Program Files\Malwarebytes\Anti-Malware\mbamwow.exe

Folders
Also the MB folder in Program Files and the one in Program Data (it is hidden by default)

C:\Program Files\Malwarebytes
C:\ProgramData\Malwarebytes   (Enable hidden files to add this one.)


Next,

Let us get a clean install of the current version. 3.3.1

 

We have another tool called MB-Clean which will automate the whole process for you.

 Tool can be found at https://downloads.malwarebytes.com/file/mb_clean

 

1. After downloading the tool run the tool.

2. The tool will automatically clean up the older possibly damaged installation and will ask you for a restart.

3. Restart your system and then the MB-Clean tool will prompt you to re-install the latest product .

4. Click on "Yes" to reinstall MB 3.×.

5. Now you will have the latest product installed. If it does not offer the new install after the reboot you can download and install from here. 

https://downloads.malwarebytes.org/file/mb3

 Please let me know if you are still seeing issues after the latest product install.

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Tish

Tish

Posted
Posted

@Porthos   Thank you so much for trying to help me.  I understand you are just a volunteer--thank you.

 

But I have no idea what you are instructing me to do.  This has gotten way too complicated. I just paid almost $70 bucks for this software and it has this vulnerability whereby it's not doing the very thing advertised and customers expect.

Then I don't get access to a live tech support service person.  Who do I speak to, to get my money refunded so I can purchase better protection that will NOT have me doing all of this?  Unless you are available for a  quick Zoom video chat to walk me through this--then I need to have my money back ASAP.  For, I'm about to make a big social media complaint about this very poor experience. Again, I understand as a volunteer it's not you.  I'm disappointed in MB for selling me a product that is NOT doing the very thing I need and expect it to do. Which suggest to me that its software is vulnerable and consequently is making me vulnerable.  

Where is an employee of MB @nikhils who can help me resolve this issue ASAP

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dcollins

dcollins

Posted
Posted

@Tish sorry to hear you're having some issues here. We don't do live video support at the moment, but if you want a refund, you can create a ticket at https://support.malwarebytes.com/community/consumer/pages/contact-us and one our representatives can help you with that.  

If you would like to try one more thing to try and resolve the issue, you can download mb-clean from https://downloads.malwarebytes.com/file/mb_clean. If you run this tool, it will remove all components of Malwarebytes from your system and re-install the latest version. This usually resolves the types of issue you're experiencing.

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  • 2 weeks later...
FrankW

FrankW

Posted
Posted

Porthos, I appreciate your help to resolve this issue and that the team are working hard on this.

Following recent Windows 10 updates, opening onscreen keyboard now looses focus on apps such as Excel and focuses on the browser window assuming that was the intention. I suspect that something similar is affecting the Malwarebytes real time slider. 

As this is taking a long time to resolve, do you have contingency plans to write a new real time protection app that will run in parallel with Malwarebytes?

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