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Web Protection turns off and won't turn on again

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Ever since I bought malwarebytes 3.0, the Web Protection ocassionally turned off by itself and it would stay off for days. Even after clicking "turn it on" many times, it would remain off.

I bought malwarebytes about 6 months ago. And now, for the past month, it has never been on at all. How do I fix this?

I ran the FRST and MB-check logand attached the zip file to this topic.

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: 

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
  • Multiple Transactions
  • Consumer Purchases
  • 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

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As you can read on this forum, your problem is solved in the 3.4.4 version. Go to Settings, Application, Install Application Updates.

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Also I see you are running Kaspersky Total Security, which can cause conflicts with MB3.  Not sure if the latest version of MB3 v.3.4.4 resolved that conflict or not.  If you encounter any other issues you may want to add exclusions to Kaspersky just in case.

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"
  • Reboot


Please let us know if that fixes your issue or if you encounter any other issues...

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1 hour ago, Hoppity said:

Yes it worked!

Glad to hear it, let us know if you encounter any further issues.

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On 3/10/2018 at 7:44 PM, Firefox said:

Glad to hear it, let us know if you encounter any further issues.

The problem has returned. I still have the new 3.4.4 version.

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@Hoppity we will need a fresh set of logs..

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....
 

  1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. 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
  3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  4. Press the "Scan" button
  5. 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
  6. NEXT: Create and obtain an mb-check log
  7. Download MB-Check and save to your desktop
  8. 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"
  9. 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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