Realtime web protection won't turn on, redux

[hankering]

I've read the 3-page thread with the same title, but since it was locked a while ago "to reduce confusion" I'm asking the question again.

Is there a final summary answer to what to do when web protection will not stay turned on?

I can go through all the steps recommended in the previous topic about this, but figured, it may be time to ask afresh.

[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
• 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

[hankering]

OK, got the automated reply, will run the 2 programs and post the requested logs.

 

[exile360]

Greetings,

Give this a try to see if it works to fix the problem with Web Protection but go ahead and post the logs as well as they may prove useful to the Developers in getting this issue fixed permanently in a future release:

Right-click on the Malwarebytes tray icon and select Quit Malwarebytes and click Yes to the User Account Control prompt
Next, click on START and type cmd in the search box and once you see cmd.exe listed at the top, right-click on it and select Run as administrator.  This should open up a command prompt.
In the command prompt, enter the following text and press Enter:

SC DELETE MBAMWebProtection

Once that is done, open Malwarebytes again and it Web Protection should work.  Please let us know if it does not.

[hankering]

YES, that seems to have fixed it.  Thank you.

[hankering]

PS -- if you follow the above fix, recheck your settings.

After I did that deletion, mine were all turned off (which makes sense) and had to be turned back on.

[exile360]

Very good, I'm glad that it fixed the issue.  I believe this issue will be resolved permanently in the next release which is currently in beta.

Thanks for the additional info on the other protection components.  I'll add a note about that in my fix instructions.

[Henri]

Just wanted to say that I encountered the same issue.
And indeed the problem was resolved using the instructions in this this post.
So thank you very much!

[exile360]

That's great, I'm glad that you found the information helpful.  If you need anything else please let us know.

Thanks  

[msaine]

This has been going on for far to long. It's always: it will be fixed in next release! Well many releases later it still occurs 1 out of three boot ups. When are you REALLY going to fix it?

As of release 3.4.5.2467 it still happens as I said 1 out of three startups. My work around has been to reboot computer, hardly ever happens twice in a row. Tired of catching log files and sending them in. Please resolve this permanently!

[exile360]

I think the problem is that there are several causes for this particular issue, and while the Developers have found and fixed several of them over the past few releases, at least one or two remain which have yet to be resolved.  Fixing it is a matter of determining what's causing it, which is why we ask for the logs because it doesn't happen on every system and the QA team hasn't had any success in replicating the issue so far.