Jump to content

Malwarebytes blocks 3rd party application from checking for updates


Recommended Posts

> How did you encountered the issue and any steps to reproduce it

I am using the REAPER digital audio workstation application and attempting to check for program updates.  If Malwarebytes' Web Protection is ON, the program is blocked from checking for updates.  If Web Protection is OFF, the program can check for updates without issue.  This issue appeared only recently.

Data from Wireshark, and also the firewall logs on my PC, show that REAPER is attempting to connect to is 174.129.249.41, port 80.  This appears to be the site for Cockos Inc., the maker of REAPER.  I am able to use Firefox to go to this IP address directly with no issues, whether Web Protection is active or not.

Malwarebytes version is 3.5.1. 


> Do you get the same result more than once if you follow the same steps? Y/N

Yes.  This issue is consistent on both of my computers that have Malwarebytes.  Both installations have the same version.


> If the system crashed (aka blue screen of death or BSOD), please include the error message

N/A

 

Thanks for any help possible.

mbst-grab-results.zip

Link to post
Share on other sites

  • Staff

***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

    welcome mbst.png
     
  • Click the Gather Logs button

    gatherlogs.png
     
  • 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:

     notify me.jpeg  


    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.

    mb_attach.jpg.220985d559e943927cbe3c078b
     

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

  • Staff

Greetings @mb2003- welcome to the forums.

This is a known issue in our Ransomware Protection component.

This issue should be fixed in our beta that was just released. You can download the beta by going to Settings -> Applications and toggling on the beta option. After a little while, you should get the beta version which is Component Package 1.0.390 and this should hopefully resolve the issue. Please let us know.

If you don't want to try the beta, the full release should be out soon based on feedback from beta users.

beta2.png.3649b475fbbd78987232182ef09eb6d6.png

Edited by tetonbob
Link to post
Share on other sites

  • Staff

This fix is now live in Component package version 1.0.391

This will, as always, be released in a metered fashion. If you don't want to wait for the component package to come down automatically, you can use the "Install Application Updates" button on the Settings > Application tab.

Edited by tetonbob
Link to post
Share on other sites

The latest release (3.5.1) has not corrected the problem I'm having with a 3rd party application being blocked from updating.  I manually updated Malwarebytes as mentioned in tetonbob's post above, and the problem remains.

Disabling Ransomware Protection does NOT resolve the problem.  As I mentioned in my original post, disabling Web Protection resolves it.

Is there a fix in the works for this?  Did anyone see an issue in the log files I originally submitted that would point to a cause & solution?

Link to post
Share on other sites

  • Staff

My apologies, mb2003. I did overlook your original comment about this particular issue being related to the Web Protection. We are aware of a similar issue as well, unfortunately it's still under investigation and did not make it into this latest release.

I've been able to reproduce this issue, and will let our engineers know so they can include this program in the investigation.

For now the only workaround we can suggest is to disable Web Protection while the affected application is checking for updates.

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.