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peterman25

Real Time Web Protection will not stay on

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Real time web protection will not stay on. I have had MB running with AVG Free for years and never a problem until AVG decided not to play nice with MB. Fine. I purchased WebRoot and ran that along with MB. This worked fine until a day or 2 ago. Now the protection will not stay on. The only thing different I have done lately is overclock my CPU. I can't imagine that would cause the problem. Help? Thank you.

mbsnip01242018.JPG

mb-check-results.zip

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

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If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. 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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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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@peterman25 Lets start by running the AVG removal tool. http://files-download.avg.com/util/tools/AVG_Remover.exe

After that

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

  • 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\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

 

Then last,

Let us get a clean install of the current version.

 

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

The clean removal tool will backup your license information and then re-enter the license to the new install.

  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 report back after all is done.:)

Edited by Porthos

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Thanks for the help. Much Appreciated.

All of the individual files located here were able to be excluded by WebRoot:

C:\Program Files\Malwarebytes\Anti-Malware\xxxxxxxxxxx

Webroot cannot exclude entire folders and so I was not able to do that for the 2 listed.

All of the files in the drivers folder ( C:\Windows\system32\Drivers\xxxxxxxx) did not exist.

I failed to mention that AVG was removed a few weeks ago. It is no longer in use.

I completed the clean install via the information provided. All seems to be back in order and working now.  Web protection is currently staying on and no red warning exclamation points.

I will report back if that changes.

 

Again, thank you.

 

Edited by peterman25

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1 hour ago, peterman25 said:

I will report back if that changes.

I'm at glad it is working for now. I asked you to use the AVG removal tool because there are leftovers still on your computer.

1 hour ago, peterman25 said:

All of the files in the drivers folder ( C:\Windows\system32\Drivers\xxxxxxxx) did not exist.

They exist but Webroot can not see them, If your issues return we will help Webroot find them , for now we will leave it alone.

Thanks for the update and your continued support of Malwarebytes. If you have any more issues don’t hesitate to post.

 

Anyone else reading this topic and need assistance, Please START your OWN NEW Topic.

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I will use the AVG tool tonight to remove any leftovers.

 

Are the files hidden files where I need to enable viewing them in that folder?

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35 minutes ago, peterman25 said:

Are the files hidden files where I need to enable viewing them in that folder?

You can try that but if it is working don't worry about it unless it fails again.

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