You're not Fully Protected - Web Protection Off

[loki]

I don't know what to do - I get this message after changing settings and startup programs on my system "You're not Fully Protected - Web Protection Off"  It won't turn on.  The mb-support-X.X.X.XXXX.exe I downloaded runs, installs some program called FirstEnglish, and then closes - with a message that says it encountered a problem and needs to close.  I don't see how to reinstall either - or what version to use.

[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: 

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If you haven’t already done so, please run the Malwarebytes Support Tool 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.

• 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
  
• Click the Gather Logs button
  
• 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. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     
  
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[exile360]

Greetings,

To start, please do the following:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

Once that's done, if the issue still persists then please create some logs so that we can take a look:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced Options on the main page (not Get Started)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Edit: Please disregard; I didn't realize the Support Tool is what's crashing.  Please follow the instructions from dcollins below my response here.

Edited May 21, 2018 by exile360

[dcollins]

If the support tool continues to crash, you can download mb-check from https://downloads.malwarebytes.com/file/mb3_check and provide the zip file it creates from your desktop

[exile360]

Sorry about that, I didn't realize it was the Support Tool that was crashing, I thought it was the Malwarebytes 3 installer.  Thanks dcollins for posting the info about mb-check.exe.

[loki]

Here is the zip file.  I suspect it is some process that was turned off.  But I don't know which one.  I used a profile that has all of this saved but the app that I used for this did not seem to restore everything.  I can look at the profile to see how things were before I changed them and manually re-set them, but there are so many and I could make more errors that I thought I just need to get this program working and everything would be fine.  Seems the only one that still does not work properly.

mb-check-results5-18.zip

[dcollins]

Looks like you're on a pretty old version of Malwarebytes. I'd recommend installing the latest version by going to Settings -> Application and clicking "Check for Application Updates". This should prompt you to install the latest version

[loki]

Any help out there?  Nothing helped yet.  Updating doesn't help and doesn't update the program, just the malware data.  Right now it is not updating either.

[Firefox]

@loki can you Download the Latest MB3 v3.5.1.2522 CU 1.0.391 from ->>RIGHT HERE<<- and install it to make sure your on the latest version?

Let us know.

[loki]

Should I uninstall first?

[Firefox]

No need to uninstall first, install right over your existing version, it will upgrade it.

[loki]

I had to download the legacy version - I have XP.  Did this and it's now running and seems to be working just fine. No more message "You're not Fully Protected - Web Protection Off" and it updates.

[Firefox]

That's great! Glad to hear your all good now...