Web protection keeps switching off and....

[bluegiraffe]

..... my mouse seems to have a mind of it's own!

In the last day or two the real time protection seems to be off and I can only get it back on by closing it down and restarting it. Also, trying to use the mouse at times is impossible as the cursor seems to judder around the screen if I move it and seems to not work. I can also hear the hard drive clicking away in the background. If I look at the CPU usage via the task manager the usage appears low so nothing like the previous issues although I did see the disk usage at 100% - currently it's back to 3%.

I have worked my way thru -

 

Unfortunately I cannot drag the mb-check file as it ends in .exe and also the juddering mouse is making it difficult.

I would appreciate some advice on this.

thank you.

Edited March 1, 2018 by bluegiraffe

[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: 

Spoiler

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

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

• Renewals
• Refunds (including double billing)
• Cancellations
• Update Billing Info
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• Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

[Firefox]

3 hours ago, Malwarebytes said:

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

One of our experts will be able to assist you shortly.

You have to download the MB-Check.exe file, then run it, with in turn will create the mb-check-results.zip file, that is the file you will upload here...

[bluegiraffe]

Ok thank you. Hopefully this is what you need. 

 

mb-check-results.zip

[Firefox]

You have Kaspersky Installed on your computer, and there is a known Conflict with Kaspersky and MB3

Please add exclusions to your Kaspersky according to this KB article: Malwarebytes KB: How-To: Malwarebytes 3 files to be set as exclusions in other security software. KB Article HERE

Also, Turn off the Advanced Disinfection option in Kaspersky as shown below:

Could you try the following:

• Open the Kaspersky Software turn off Kaspersky Advanced Disinfection
• Click on Settings.Additional -> Threats & Exclusions, disable the Advanced Disinfection Technology.
• Also, In settings Click on Performance.
• Uncheck Perform regular rootkit scan
  
  • It may also be labeled "Search for software that is intended to conceal traces of a malicious program in the system"
    
  
  
  

Edited March 2, 2018 by Firefox

[bluegiraffe]

Thanks for your reply Firefox. I have worked through it and amended Kaspersky. I still have an issue which seems quite random where I can't use the mouse as the cursor can't be easily put somewhere. I also hear the disk clicking away as though something is running but I can't see what it is. Could this be affecting the mouse?

[Firefox]

Not sure, there are lots of background process that happen on one's computer.... have you tried updating you mouse drivers?

[bluegiraffe]

Windows says I have the best drivers. The problem is not as bad as it was but seems to happen when something is going on in the background.