Can't get internet connection if Real time protection is on

[gardener]

I was prompted that my free version malwarebytes was out of date, and the newest premium trial version was installed when I updated. Fine, will try it out for 14 days. But I cannot get internet connection w/o disabling real-time protection. How to remedy?

[Firefox]

Hello and Welcome!

Lets try this new tool called Malwarebytes Support Tool to gather some logs.

1. Please download our new Support Tool from RIGHT HERE
2. Double click the downloaded file and click Yes if prompted by the UAC warning
3. Place a check mark to Accept License Agreement and click Next
4. Click on Advanced Options (below Get Started box)
5. Click on "Gather Logs" box and wait for the process to complete (can take several minutes)
6. Click on OK on message box once scan completes
7. Once complete look for a file on your desktop named mbst-grab-results.zip
8. Please attach/upload the mbst-grab-results.zip file to your next reply
   

[nikhils]

Also can you try this:

Disable the Web protection settings and check if that makes a difference ?

Thank you.

[gardener]

To Master Blaster that is way too complicated for my level and I have no idea how/why to execute what you suggest. I don't like to take steps when I don't understand what I am doing. I don't get why there is not a simple fix that allows me to keep real time protection AND keep my internet connection alive, or why that's not inherent in the program already. I never had this issue before was prompted to update my old version.

I had done steps 1 and 2 already but I don't want the premium version, and the way malwarebytes is set up, am not allowed to get free version w/o the premium trial, which blocks my internet connection.

To nikhils, yes I initially did that and that solved the issue, but what benefit is the program w/o real time protection?

Isn't there some way to set up levels/degrees of protection, rather than just on- off?  When I turned it off, I keep getting the warning notices.

Thanks for your help!

[nikhils]

Hello @gardener

Unfortunately without logs it will be hard for us know what exactly is causing your issue.

Please follow the steps outlined by @Firefox and send us the logs.

Thank you and we apologize for the inconvenience you are facing.

[gardener]

To Master Blaster that is way too complicated for my level and I have no idea how/why to execute what you suggest. I don't like to take steps when I don't understand what I am doing. I don't get why there is not a simple fix that allows me to keep real time protection AND keep my internet connection alive, or why that's not inherent in the program already. I never had this issue before was prompted to update my old version.

I had done steps 1 and 2 already but I don't want the premium version, and the way malwarebytes is set up, am not allowed to get free version w/o the premium trial, which blocks my internet connection.

To nikhils, yes I initially did that and that solved the issue, but what benefit is the program w/o real time protection?

Isn't there some way to set up levels/degrees of protection, rather than just on- off?  When I turned it off, I keep getting the warning notices.

Thanks for your help!

Edited March 27, 2018 by gardener

[gardener]

I'm back. Trying to sort this again.

I followed your steps to DL the mb-support tool; and got as far as tool attempting to gather the logs.

Then I got this response: "A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available."

So having reinstalled malwarebytes first, as thought must have the program installed for logs to be gathered, I then had to uninstall it, so I could have a restored internet connection the program was not allowing, and thus be able to actually post this reply to you.

Malwarebytes free version worked fine before I was prompted to undate to a newer version.

Any suggestions?

 

[gardener]

To nikhils, yes I initially did disable the Web protection settings that solved the issue of not being able to get an internet connection, but what benefit is the program w/o real time protection?

Edited March 27, 2018 by gardener

[vbarytskyy]

@gardener

We released a new version of Malwarebytes Support Tool that should have some fixes around crashing, could you try it again for me. Use the following steps with detailed pictures:

Spoiler

 

Please download the Malwarebytes Support Tool to assist us in helping you further with your issue.

It is a multi-purpose troubleshooting and repair utility, designed to assist with issues related to Malwarebytes for Windows. Our goal with the Malwarebytes Support Tool is to provide a simple and stress-free approach to troubleshooting issues with Malwarebytes products

** Download Malwarebytes Support Tool Here **
 

1. Please save the file where you can locate it.

2. Then close all browsers and locate the file you downloaded and double-click on it to install and run the program.

3. Place a checkmark on the "Accept License Agreement" checkbox and click the Next button.

4. Click on the "Advanced Options" link for Forum Support options

5. Click on the "Gather Logs" button

6. The program will run the FRST program in the background and gather some diagnostic logs and zip them up on your desktop as:  mbst-grab-results_zip

7. Close the Malwarebytes Support Tool and locate the file: mbst-grab-results_zip on your desktop and upload that as an attachment to your next reply.

 

 

If this does not work, please use our manual utility to get logs, steps outlined below:

• Spoiler

   

  • 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

   

 

 

Edited March 27, 2018 by vbarytskyy

[Firefox]

9 hours ago, gardener said:

but I don't want the premium version, and the way malwarebytes is set up, am not allowed to get free version w/o the premium trial, which blocks my internet connection.

If you are not interested in having the Premium version at all and only want the FREE version, you simply have to end your trial.

Simply follow the instructions in the KB article to end your trial: https://support.malwarebytes.com/docs/DOC-1033