Jump to content

Malwarebytes premium ransomware protection won't turn on - 1.0.421

KoenDG
 Share

Recommended Posts

KoenDG

KoenDG

Posted
Posted

I'm not sure how to reproduce it, it just happened that I suddenly got a popup saying real-time protection isn't on. I had a look and turns out ransomware protection is turned off and I can't turn it back on. It used to be turned on.

I clicked "Turn On" several times but the popup just kept coming back. No option to turn it on has worked so far.

 

I've attached the logs to this topic, as requested.

 

mbst-grab-results.zip

Link to post
Share on other sites
  • Staff
Malwarebytes

Malwarebytes

Posted
  • Staff
Posted

***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
tetonbob

tetonbob

Posted
  • Staff
Posted (edited)

Hello @KoenDG- welcome to the forums. It appears you have an exclusion for a drive which is not active/mounted/attached when the ARW protection is trying to start.

As a temporary workaround until we address this issue in a future release, please remove this exclusion:

D:\Steam

Then, using the Malwarebytes notification area icon, right click on it and select Quit Malwarebytes.

Then, launch Malwarebytes again.

This should resolve the issue where Anti-Ransomware Protection won't start. Please let us know.

 

Edited by tetonbob
Link to post
Share on other sites
  • tetonbob changed the title to Malwarebytes premium ransomware protection won't turn on - 1.0.421
  • Staff
tetonbob

tetonbob

Posted
  • Staff
Posted
2 hours ago, TracyJ said:

Hello, I have same issue.

Not sure what to fix as all the exclusions are on mounted and mapped drives.

My log file is attached.

Thank you.

mbst-grab-results.zip

Hello, TracyJ

It's possible the mapped T drive was temporarily unavailable. In reviewing the MBAMService log, I can see the ARW protection failed to load after the internal attempt to load those T drive exclusions

Please remove both T drive exclusions

T:\DRAKE17                                                                                          
T:\DRAKE16

Next, Quit Malwarebytes and relaunch

Link to post
Share on other sites
dcollins

dcollins

Posted
Posted

@shaio it looks like you had an exclusion for your F:\ drive that no longer exists, but you removed the exclusion already. After removing the exclusion, you need to quit Malwarebytes from the system tray by right click the icon and choosing Quit Malwarebytes, then double click the desktop icon. If that doesn't work, try rebooting.

Link to post
Share on other sites
taintedbloop

taintedbloop

Posted
Posted

I had this issue as well and had an exclusion for a drive which wasn't plugged in. This is a pain since I might plug in this drive later.

I've had this issue however in various forms, on other computers too, at different times. Google is loaded with threads about variations on this issue going back a looong time. I feel like you guys really need to take a look at all these bugs that keep various real time protection modules from starting. 

Thank you.

Link to post
Share on other sites
  • 2 weeks later...
TracyJ

TracyJ

Posted
Posted (edited)
On 8/18/2018 at 6:16 PM, tetonbob said:

Hello, TracyJ

It's possible the mapped T drive was temporarily unavailable. In reviewing the MBAMService log, I can see the ARW protection failed to load after the internal attempt to load those T drive exclusions

Please remove both T drive exclusions

T:\DRAKE17                                                                                          
T:\DRAKE16

Next, Quit Malwarebytes and relaunch

Thank you!

 

I cannot remove those exclusions. My Drake software does not play nicely with Malwarebytes and that's the way to get it work properly.

 

EDIT: Ok, I removed them, relaunched MB and it is fixed. I re-added the exclusions. Thanks for your help. 

 

 

Edited by TracyJ
update
Link to post
Share on other sites
exile360

exile360

Posted
Posted (edited)

This issue should be fixed in the next Malwarebytes release so that you'll be able to re-create and keep these exclusions if you need to at that point.  I don't know when that will be, but keep an eye out for any program version updates and you can watch the pinned topic at the top of this area of the forums for info on the latest release as that's one of the places where they announce them.

Edit: Looks like it is already here!  Please see this post:

We have just moments ago promoted a new components package upgrade to our Windows 7 and later Users: v1.0.441

This release addresses a few specific urgent Issues:

  • Fix for anti-ransomware failing to load when there is an exclusion on a removed drive
  • Fix for the error relating missing DLLs that under certain circumstances could cause the UI to fail to launch
  • Removed anti-exploit shield from Chrome due to Google’s new policy against code injection into Chrome
  • Fix truncated text on some dashboard messages and labels
  • Fix for excessive driver logging that could  in some cases occur

Edited by exile360
Link to post
Share on other sites
  • Staff
tetonbob

tetonbob

Posted
  • Staff
Posted (edited)
2 hours ago, TracyJ said:

Thank you!

 

I cannot remove those exclusions. My Drake software does not play nicely with Malwarebytes and that's the way to get it work properly

 

EDIT: Ok, I removed them, relaunched MB and it is fixed. I re-added the exclusions. Thanks for your help. 

 

 

Hi TracyJ

I'm glad that resolved your issue. As exile360 mentions above, we did just release a new Component Update (CU) 1.0.441 which includes a fix for this issue.

You can get that CU without waiting for metering/automatic update by going to Settings > Application > click on "Install Application Updates"

Note:

Due to some of the changes we needed to implement for other issues fixed, you may see a "ghost" Malwarebytes notification area icon after the CU is applied. That will go away just by mousing over it, or at the next reboot.

Edited by tetonbob
Link to post
Share on other sites
  • 3 months later...

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
 Share
Go to topic listing

  • 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.