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Unable to turn Web Protection on


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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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Hello and Welcome

Please provide the following logs:

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.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    5ae220dc8c030_welcomembst.png.fd2156a783
  • Click the Gather Logs button
    gatherlogs.png.6fb7abe3251f4a4f5fba47602
  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:

 

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2 hours ago, Firefox said:

Hello and Welcome

Please provide the following logs:

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.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    5ae220dc8c030_welcomembst.png.fd2156a783
  • Click the Gather Logs button
    gatherlogs.png.6fb7abe3251f4a4f5fba47602
  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:

 

 

 

mbst-grab-results.zip

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Thanks for the logs, while we wait for someone from staff to review them, you can try to perform a clean re-install, that usually fixes a lot of issues.

Re-run the tool above and when you get to the part where you were going to gather the logs, click on the Clean button.  This will uninstall your current version of Malwarebytes (save the registration info) and then ask you to reboot, when you log back in it will download and re-install Malwarebytes and enter your registration info.

Let me know if that fixes your issue.

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Attached are two sets of your capture files, one with the web protection turned off at boot and then the following good boot where it is turned on. I hope this issue finally gets resolved. The need to reboot my computer to get virus protection to be on is very disquieting . Has anyone thought about a memory over write that causes many different cures for this common problem? When I used to code for a living that was the most insidious problem we had. Always caused random bugs.

m saine

goodboot_mb-check-results.zip

Fail_mb-check-results.zip

Goodboot_Addition.txt

goodboot_FRST.txt

Fail_Addition.txt

Fail_FRST.txt

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Greetings,

I'm sorry you're having trouble with Web Protection not working consistently.  I have an idea that might at least allow you to fix it without having to reboot, though I'm uncertain as to whether or not it will fix the problem permanently, but it's better than having to restart your system every time to get it to work.

Please do the following:

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 Web Protection should work.  Also check to make sure that all of the other protection components are turned on as they may have been disabled when you deleted that item, but you should be able to turn all of them back on and they should all be functioning normally after that.  If it doesn't fix it permanently, you can create a batch file to run the above command (ask me how if you need instructions on how to make one and I'll provide details).

Please let us know if it does not resolve the issue or if there are any additional problems.

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Did the steps I suggested alleviate the issue, at least temporarily without necessitating a reboot?

Also, you might consider trying the Malwarebytes 3.5 beta by opening Malwarebytes and going to Settings>Application and scrolling down the page until you find the Beta Application Updates section and below that, enable the Automatically receive beta versions of component updates and full releases option then scroll back up near the top of the same tab in the UI and locate the Install Application Updates button and click on it, then allow it to download and install the beta version when prompted and reboot once the installation is complete (even if it doesn't prompt you to restart, please do so anyway).

Once that's done, give it a try and see if it starts with Web Protection enabled consistently.

Please let us know what you've decided to do and how it goes.

Thanks

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