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Bubs - Web protection issue


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  • Staff

***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: 

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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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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.

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Also make certain that you're running the latest version, 3.4.4 as there were several fixes for issues like this in that release.  If you aren't, you may install it by opening Malwarebytes and clicking Settings>Application and clicking on the Install Application Updates button and proceed with the download and installation of the latest version, rebooting if necessary to complete the installation.

If the issue persists, please follow the above instructions to post the diagnostic logs for troubleshooting purposes.

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  • tetonbob changed the title to Bubs - Web protection issue
  • Solution

Thanks for the logs...

There are a couple of issues that stand out right away...

First off you are running Malwarebytes in compatibility mode.  You need to change that in order for Malwarebytes to work correctly.

I see you are running MB in compatibility mode. Please remove those settings. Then restart your computer.

  1. Go to the folder C:\Program Files\Malwarebytes\Anti-Malware\
  2. Find the file mbam.exe and right click on it and choose Properties
  3. In the window that pops up click on Compatibility Tab
  4. Remove any changes there that don't match my picture below and click OK


596d154caf048_compatibilitytab.jpg.2f0b4

Second your BFE service is not running on your system.  BFE is required in order for Malwarebytes to work.

The fact that BFE service is not running is the root cause here, so let's work on getting the BFE service fixed. Let's try the steps below please:

  1. Press Windows Key + R to bring up the run dialog
  2. In the dialog that comes up, type regedit and click Ok
    • Accept the UAC prompt if it shows up
  3. In Regedit, on the left side, double click the folders to navigate to the following path
    HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\BFE
  4. Right click on BFE on the left side and choose Export
  5. Save the key somewhere you can access it later
  6. Right click BFE on the left side again, and choose Delete then click Yes on the popup
    • If you get an error about this, try rebooting into Safe Mode and performing all of these steps. Then reboot back to normal mode before continuing
  7. Reboot your computer
  8. Run the fixit from Microsoft again: https://support.microsoft.com/en-us/help/17613/automatically-diagnose-and-fix-problems-with-windows-firewall
  9. Reboot your computer
  10. If you're still having issues at this point, please re-run mb-check so we can get a new log

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