Real-Time protection (Web) turns itself off

[Euler18]

Similar to an earlier post (catscanman), my Malwarebytes app pops up a warning that "Real-Time Protection turned off". When I run the Malwarebytes app Settings and switch on Web Protection, it spontaneously turns off after a few seconds.

I am running Windows 10. The app "mbam.exe" in the Malwarebytes folder has been added to Windows Defender exemption list with no change. Attached is the result of running the mb-check routine as suggested for catscanman.

Another oddity: This happened after a brief loss of power to my residence the previous evening (Sunday, Feb. 18).

mb-check-results.zip

[Malwarebytes]

***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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[Porthos]

13 minutes ago, Euler18 said:

f". When I run the Malwarebytes app Settings and switch on Web Protection, it spontaneously turns off after a few seconds.

Let us get a clean install of the current version.

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  

[Euler18]

Porthos and crew:

It looks like I forgot to thank you for the info and effort needed to solve my own problem of "Real-Time Web Protection turns itself off".

I don't how my situation differs from that of BRG so, unfortunately, I can't add to the solution.

[Porthos]

14 minutes ago, Euler18 said:

It looks like I forgot to thank you for the info and effort needed to solve my own problem of "Real-Time Web Protection turns itself off".

Your welcome.

[ticker]

Porthos, today I created a forums acct in search of a solution to same problem Euler18 suffered.  Do you know the mb-clean-3.1.0.1031 tool does anything more than assure a clean reinstall and, if so, what?

I had same behavior about a month ago and used geek uninstaller to remove m'bytes, scanned drive-storage with 4 different tools, rebooted & performed fresh install with fresh installer only to have the web protection switch-off behavior return after ~2 weeks.
Of course I assumed a dropper was in residence or a USB device re-infected. I will relax on the topic if someone can reassure me that this is a known config, bug, registry conflict or other non-contagion.

Thanks and cheers! for providing your above info on the cleaner tool.  ~ticker

 

 

[Porthos]

9 hours ago, ticker said:

Do you know the mb-clean-3.1.0.1031 tool does anything more than assure a clean reinstall and, if so, what?

 

That is all it does.

9 hours ago, ticker said:

I will relax on the topic if someone can reassure me that this is a known config, bug, registry conflict or other non-contagion.

Malwarebytes has identified an issue with the latest version of Malwarebytes 3 where Web Protection will stop and sometimes not be able to start again. There are currently a few solutions that should solve this issue:

1. Make sure you have set proper exclusions in any other security software you may be running. The list of recommended exclusions can be found here.
2. Try restarting the computer and waiting for 30 seconds to see if Web Protection starts properly
3. Use mb-clean to perform a clean install. Instructions on how to do this can be found here.

The cause of this issue has been identified and will be resolved in our next release.