Software not updating & web protection will not turn on

[Cathy3628]

Hello Porthos, I have attached log here as you requested but not sure if it will make any difference at this point since I already downloaded 3.3.1 update and problem seems to be fixed.  I still don't understand why I ended up doing a manual download (to an update issued two months ago) to fix a problem that many seem to be having.  If it's my system that's the problem then why does the update clear up the problem (at least for now)?  Also, if you'd like to see my log from back in June when I had this problem, I can send it to you.

PS I also uninstalled CCleaner per your suggestion on another string. 

PPS I looked everywhere on the Malwarebytes website and couldn't find any instructions (other than the Guidelines) that don't actually say anything about how to use the forums, i.e. you must always start you own string. How would I know that?  But thanks for your help.

mb-check-results.zip

[Porthos]

5 minutes ago, Cathy3628 said:

I already downloaded 3.3.1 update and problem seems to be fixed. 

I am glad to hear that.

6 minutes ago, Cathy3628 said:

PPS I looked everywhere on the Malwarebytes website and couldn't find any instructions (other than the Guidelines) that don't actually say anything about how to use the forums, i.e. you must always start you own string. How would I know that?  But thanks for your help.

I know you were looking, Most start a topic but many jump on the me too bus and make it more difficult and confusing for the ones getting the help.

8 minutes ago, Cathy3628 said:

PS I also uninstalled CCleaner per your suggestion on another string. 

  Personally, I have nothing against the program. The new forced Avast install was my comment.

10 minutes ago, Cathy3628 said:

If it's my system that's the problem then why does the update clear up the problem (at least for now)? 

The new versions are to fix the old versions issues. One of those being update issues.

As for your computer, McAfee could be interfering with MB.

I would like you to add these files to your Anti-Virus exclusions list as mentioned in this FAQ HERE (my list below includes the exe files as well)
 

• C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
• C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant.exe
• C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
• C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
• C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe
• C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
• C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
• C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant
  C:\Program Files\Malwarebytes\Anti-Malware\mbamwow.exe
• C:\Windows\system32\Drivers\farflt.sys
• 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

 

Also please exclude the following folders too: (The complete folder)

• C:\Program Files\Malwarebytes\Anti-Malware
• C:\ProgramData\Malwarebytes\MBAMService

Also in MB add the McAfee folders to the MB exclusions.

[Cathy3628]

Hi Porthos, I completed the exclusions above, except for the two folders.  Apparently Real-time scanning in McAfee (which I have because I pay for MSN and it comes with it) will no longer exclude Folders, only Files (that info comes from the web). So not sure how to do that other than select each and every file within those folders. Do I need to do that?  

And that leads to another question - should I remove McAfee and use a different anti-virus program that will work with MB?  I've been thinking of cancelling my subscription to MSN and just using Google (or maybe Firefox?)

Thanks so much for your help.  

[Cathy3628]

Forgot to mention that I have a 64 bit OS in case that matters regarding the files to exclude.

[Porthos]

33 minutes ago, Cathy3628 said:

will no longer exclude Folders, only Files

Then just get these files one by one.

• C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
• C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant.exe
• C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
• C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
• C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe
• C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
• C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
• C:\Program Files\Malwarebytes\Anti-Malware\malwarebytes_assistant
  C:\Program Files\Malwarebytes\Anti-Malware\mbamwow.exe
• C:\Windows\system32\Drivers\farflt.sys
• 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

34 minutes ago, Cathy3628 said:

And that leads to another question - should I remove McAfee and use a different anti-virus program that will work with MB? 

 

I don't like to comment on that because you are still on Win 7. I do not use Win and I have no clients using it either.  MB works alongside most AV programs with the exclusions added.

22 hours ago, Cathy3628 said:

I still don't understand why I ended up doing a manual download (to an update issued two months ago) to fix a problem that many seem to be having. 

 

22 hours ago, Porthos said:

The new versions are to fix the old versions issues. One of those being update issues.

Issues happen for different reasons. Seeing there are millions not having issues (the telemetry tells us this) It is usually down to the computer it self and the other software installed on it. Forgetting the security software. Windows itself could have issues that causes problems not just with MB but other things we don't notice depending on what and how we use our computers.

[Cathy3628]

OK, I've excluded the files specified so I guess I'm good to go.  I suppose it's up to me to check the MB website regularly for info on any issues that come up. I'm so uncomfortable messing around with my computer since I don't know enough.  

Thanks again for all your help and Happy New Year.

[Porthos]

1 hour ago, Cathy3628 said:

I suppose it's up to me to check the MB website regularly for info on any issues that come up.

You should not have to. Component updates will just come automatically but full versions will nag you to update and you have to install those when prompted. Remember every one does not get those at the same time or even or in the same week or month.

Definition updates are automatic and happen many times a day.   See Below screenshots.