Norton Utilities Turning Off Malwarebytes Premium Real-Time Protection

[pamoregon]

I have been using Norton Utilities and Malwarebytes Premium for several years with no problems.  Recently I get a message from Malwarebytes Premium that my Real-Time Protection is turned off.  When  turn it on, it automatically switches off.  I believe this is a lack of compatibility with Norton Utilities. Does anyone have an idea of how to resolve?

Thanks,

Pam

[Porthos]

14 minutes ago, pamoregon said:

Does anyone have an idea of how to resolve?

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.... Please use an Administrator account when doing the following,

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
2. Download FRST and save it to your desktop. Tell any program that blocks it to ignore or allow. It IS SAFE. It contains no info that can identify or harm you.
3. 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
4. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
5. Press the "Scan" button
6. This will produce 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
7. NEXT: Create and obtain an mb-check log
8. Download MB-Check and save to your desktop
9. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
10. This will produce one log file on your desktop: mb-check-results.zip
11. 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

 

I will have your post moved to the correct section. Go ahead and post the logs every thing will get moved no worries.

[pamoregon]

Thanks for your response. Here are the files you requested.

Pam

mb-check-results.zip

FRST.txt

Addition.txt

[pamoregon]

Has anyone had time to look into this problem for me? Thanks. Pam

[Porthos]

17 minutes ago, pamoregon said:

Has anyone had time to look into this problem for me? Thanks. Pam

Hi Pam, You got overlooked because posted in the general section, Dont worry I will ask staff to move it.

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

Download and run MB-CLEAN

• Download MB-CLEAN
• Close all open applications
• Double-click and run mb-clean-3.1.0.1031.exe
• A prompt with an option to clean up the system will appear: click Yes
  • Yes - will proceed with backing up the license key (Malwarebytes 3.x only) and initiating the cleanup process
• Once the cleanup process is completed, a prompt will appear:
  • Yes - will proceed and post reboot you will be prompted to continue with the downloading, installation and activation of latest version of Malwarebytes 3
  • No - will exit the utility and you will not be prompted (post reboot) to download, reinstall and re-activate (not recommended)
    • We recommend rebooting immediately. Additionally, stopping at this step is not recommended and will most likely not resolve your issue(s).
• Upon reboot, a prompt will appear: click Yes
  • Yes - will download, install and activate the latest version of Malwarebytes 3
  • No - will exit the utility and Malwarebytes 3 will not be downloaded, reinstalled or re-activated (not recommended)

 If it does not offer the new install after the reboot you can download and install from here. 

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

 

If that does not fix it or the issue returns... You can look here for Norton exclusion instructions. https://support.norton.com/sp/en/us/home/current/solutions/v54298598_ns_retail_en_us   I would add them anyway.

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) Please restart your computer 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

Edited January 31, 2018 by Porthos