CraigS Posted June 12, 2018 ID:1249622 Share Posted June 12, 2018 https://forums.att.com/t5/AT-T-Internet-Account/Can-t-Load-AT-amp-T-Hm-Pg-start-att-net/m-p/5549225#M21080 At the June 11 / 7:49 am post a Reply states: "Disable Mbam Web Protection and the AT&T Hm Pg will load. You have to do this every time". As others with AT&T Hm Pg Load issues confirm - during the load failure the bottom left task bar area shows -- "waiting on static.jade.synacor.com -- and IF you Disable Mbam Web Protection the AT&T Hm Pg DOES Load. Restore it and the block returns. I cannot find any "Bad Guy" warning about this site when Googling and I've always seen it during No Loads. Has any Mbam user with AT&T experienced this Hm Pg Block and can't a - ADD: Web Site EXCLUSION with that ".com" string entered - solve the issue? Thanks as always!! Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted June 12, 2018 Staff ID:1249623 Share Posted June 12, 2018 ***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 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: Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button. 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 Link to post Share on other sites More sharing options...
CraigS Posted June 12, 2018 Author ID:1249638 Share Posted June 12, 2018 (edited) 1 hour ago, CraigS said: https://forums.att.com/t5/AT-T-Internet-Account/Can-t-Load-AT-amp-T-Hm-Pg-start-att-net/m-p/5549225#M21080 At the June 11 / 7:49 am post a Reply states: "Disable Mbam Web Protection and the AT&T Hm Pg will load. You have to do this every time". As others with AT&T Hm Pg Load issues confirm - during the load failure the bottom left task bar area shows -- "waiting on static.jade.synacor.com -- and IF you Disable Mbam Web Protection the AT&T Hm Pg DOES Load. Restore it and the block returns. I cannot find any "Bad Guy" warning about this site when Googling and I've always seen it during No Loads. Has any Mbam user with AT&T experienced this Hm Pg Block and can't a - ADD: Web Site EXCLUSION with that ".com" string entered - solve the issue? Thanks as always!! The Mbam Exclusion wants a Full URL and one Googled site showed an -- http:// -- prefix before a -- static.jade.synacor.com -- string with a / and more characters after the.com. I TRIED Web Site Exclusions --- http:// AND www. static.jade.synacor/.com -- and the Page Would Not Load. Only un-chking Web Protection works so far. The site -- https://urlscan.io/domain/static.jade.synacor.com --- shows the AT&T Hm Pg members -- start.att.net -- and even-- bellsouth.net --- under Recent Scans at bottom right, so this Domain has a definite AT&T relationship.. Edited June 12, 2018 by CraigS Link to post Share on other sites More sharing options...
dcollins Posted June 12, 2018 ID:1249688 Share Posted June 12, 2018 I'm not able to reproduce this issue and I can load the site just fine (https://start.att.net). Can you provide the logs requested above to so we can take a look? Link to post Share on other sites More sharing options...
CraigS Posted June 12, 2018 Author ID:1249715 Share Posted June 12, 2018 Thanks for any help! Grab Results zip attached. mbst-grab-results.zip Link to post Share on other sites More sharing options...
dcollins Posted June 12, 2018 ID:1249718 Share Posted June 12, 2018 Thanks, we've been able to reproduce this and are looking into it now Link to post Share on other sites More sharing options...
DuncanJ Posted June 13, 2018 ID:1249975 Share Posted June 13, 2018 Any solution(s) found to open start.att.net other than disabling web protection? Link to post Share on other sites More sharing options...
CraigS Posted June 14, 2018 Author ID:1250003 Share Posted June 14, 2018 (edited) On 6/12/2018 at 2:51 PM, dcollins said: Thanks, we've been able to reproduce this and are looking into it now Any solution(s) found to open start.att.net other than disabling web protection? Read dcollins Reply just above your question copied here and just above your post. It often DOES take awhile to figure these things out. Edited June 14, 2018 by CraigS Link to post Share on other sites More sharing options...
dcollins Posted June 14, 2018 ID:1250167 Share Posted June 14, 2018 We believe we have found the cause but do not have a solution as of yet. Once one is available, I will follow up Link to post Share on other sites More sharing options...
WetLook Posted June 15, 2018 ID:1250428 Share Posted June 15, 2018 This is the response I received from Malwarebytes Support: Tim (Malwarebytes Support) Jun 12, 17:19 PDT Hi Bruce. Welcome to Malwarebytes support, my name is Tim E. and I’ll be assisting you today. Thank you for that information. This is something we are currently looking in to. For now we only have 2 choices until the problem is found: Turn off Web Protection to access the site. Roll back to version 3.5.0 If you're interested in rolling back to 3.5.0 please let me know. If not I will let you know as soon as I have more information. Thank you, Tim E. | Malwarebytes Consumer Support | support.malwarebytes.com Link to post Share on other sites More sharing options...
Unicore Posted June 16, 2018 ID:1250513 Share Posted June 16, 2018 I have some information that might be of help. I run three different computers including a Dell laptop, a Toshiba laptop and an HP desktop. All have Windows 10 Home and run Windows Defender as well as Malwarebytes Premium. I am not able to load the ATT.Net home page on the Toshiba or the HP but I am able to load the ATT.net home page on the Dell. The Dell is running MBAM version 3.5.1.2522 with Component package version 1.0.365 and Update package version 1.0.5502. Both the HP and the Toshiba have a different Component package version 1.0.374. Could it be that Component package version 1.0.365 allows ATT.net to run while the newer version(s) block it? Link to post Share on other sites More sharing options...
dcollins Posted June 16, 2018 ID:1250530 Share Posted June 16, 2018 @Unicore yes, the issue is with 1.0.374 so downgrading should provide a temporary workaround until we get this issue solved on our end. Link to post Share on other sites More sharing options...
CraigS Posted June 16, 2018 Author ID:1250607 Share Posted June 16, 2018 10 hours ago, dcollins said: @Unicore yes, the issue is with (Component Pkg) 1.0.374 -- so Downgrading -- should provide a temporary workaround until we get this issue solved on our end. HOW? .......... Googling -- "Revert back to earlier Malwarebytes Component Package" -- netted - 0 - Link to post Share on other sites More sharing options...
dcollins Posted June 16, 2018 ID:1250628 Share Posted June 16, 2018 You can download the previous version here: https://malwarebytes.box.com/s/wj3s1yc7wqpchfms4wfu76gy7k0mind4 Make sure to go into Settings -> Application and turn off the option to automatically install component updates. Link to post Share on other sites More sharing options...
CraigS Posted June 16, 2018 Author ID:1250656 Share Posted June 16, 2018 (edited) Really appreciate that. All is well again until a Solution evolves. Edited June 16, 2018 by CraigS Link to post Share on other sites More sharing options...
WetLook Posted June 21, 2018 ID:1251720 Share Posted June 21, 2018 If you have a "Schedule Scan" set don't forget to uncheck update before scanning. This check box is located under "Settings" "Edit Schedule Scan" and listed below "Frequency and Settings". Link to post Share on other sites More sharing options...
dcollins Posted June 21, 2018 ID:1251723 Share Posted June 21, 2018 @WetLook that only applies to database updates, not to application updates. You can, and should, leave that box checked Link to post Share on other sites More sharing options...
WetLook Posted June 21, 2018 ID:1251728 Share Posted June 21, 2018 Link to post Share on other sites More sharing options...
WetLook Posted June 21, 2018 ID:1251730 Share Posted June 21, 2018 6 minutes ago, dcollins said: @WetLook that only applies to database updates, not to application updates. You can, and should, leave that box checked You said the issue is with 1.0.374, is this a data base? Link to post Share on other sites More sharing options...
dcollins Posted June 21, 2018 ID:1251731 Share Posted June 21, 2018 No, 1.0.374 is a component package version. Link to post Share on other sites More sharing options...
WetLook Posted June 21, 2018 ID:1251732 Share Posted June 21, 2018 OK so it is OK to have box checked. Thanks! Link to post Share on other sites More sharing options...
RCA Posted June 21, 2018 ID:1251787 Share Posted June 21, 2018 I am also having the failure to load Att.net homepage problem. I have the 3.5.1.2522 version, 1.0,374 component on a Dell computer. The solution of disabling web protection is working for me, but I would appreciate hearing from Wet Look or anyone else on here when or if Malwarebytes comes up with a solution . For now I am using the Yahoo mail login which works to access my att mail. Link to post Share on other sites More sharing options...
WetLook Posted June 21, 2018 ID:1251795 Share Posted June 21, 2018 35 minutes ago, RCA said: I am also having the failure to load Att.net homepage problem. I have the 3.5.1.2522 version, 1.0,374 component on a Dell computer. The solution of disabling web protection is working for me, but I would appreciate hearing from Wet Look or anyone else on here when or if Malwarebytes comes up with a solution . For now I am using the Yahoo mail login which works to access my att mail. Post #10 is my latest info from MB Support. Link to post Share on other sites More sharing options...
CraigS Posted June 24, 2018 Author ID:1252308 Share Posted June 24, 2018 (edited) On 6/21/2018 at 6:00 PM, RCA said: I am also having the failure to load Att.net homepage problem. I have the 3.5.1.2522 version, 1.0,374 component on a Dell computer. The solution of disabling web protection is working for me, but I would appreciate hearing from Wet Look or anyone else on here when or if Malwarebytes comes up with a solution . For now I am using the Yahoo mail login which works to access my att mail. https://www.bleepingcomputer.com/forums/t/673057/homepagebrowser-issues/#entry4517462 I previously posted this problem on the Bleeping Computer Forum and a guy has just posted that making a Mod in Chrome that forces the use of HTTPS vs HTTP Solved his loading problems. He did NOT mention Mbam and presumably had a different "Won't Load" issue. Can you or anyone STILL WITH C Pkg 1.0.374 - (I've back-dated mine) see if your Browser will load -- HTTPS://att.start.net -- and Does it make any difference? I seem to recall once typing HTTPS for the Hm Pg into Firefox but it always loaded - HTTP - I NOW have an FF Extension - HTTPS Everywhere - that is supposed to force the use of the HTTPS address where a domain supports it. Typing HTTPS now Does load HTTPS but with the back-dated Comp Pkg I can't tell IF HTTPS by itself (with 1.0.374 Inst'd) would solve the problem - AND - IF having the HTTPS Everywhere Extension in Firefox IS a requirement to make FF load the Hm Pg as HTTPS. Testers needed . Edited June 24, 2018 by CraigS Link to post Share on other sites More sharing options...
Unicore Posted June 24, 2018 ID:1252316 Share Posted June 24, 2018 No, neither HTTP://att.start.net nor HTTPS://att.start.net will load with Malwarebytes Component package version 1.0.374 installed. Also, it makes no difference if the HTTPS Everywhere Extension is installed in Firefox. The problem is within Malwarebytes. My solution thus far has been to drop att.net as my home page and I'm now using msn.com until Malwarebytes gets this problem solved. Link to post Share on other sites More sharing options...
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