Malwarebytes And Lockbox Incompatability

[DroidBytes]

I need to be able to use malwarebytes Pro version , which i have already paid for and My LockBox but the programs do not work well together

This issue is NOT new, i have seen forums posts regarding this dating back to 2014... and yet there is no fix from malwarebytes regarding this issue which is ridiculous

Is there a fix that I am not aware of, otherwise i will request a refund of my malwarebytes Pro purchase because the fault lies with your program

[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:

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[Firefox]

Hello and Welcome

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:
   

  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.

[DroidBytes]

The first log files were when i booting into safe mode, with netowrking

The second set of files were from when i loaded up normally, with all the protection modules enabled but with a delayed start of 120 seconds, but interestingly  it only worked after the 120 seconds, before that windows was slow/glitchy/not responding which are the symptoms of the issue

The picture is a screen shot that started appearing while doing this troubleshooting

Not Safe Mode - mbst-grab-results.zip

Sae Mode With Networking - mbst-grab-results.zip

[DroidBytes]

bump

[DroidBytes]

I have not gotten a reply for over two weeks

 

Please can you sort out this issue or provide me with a refund

[exile360]

Greetings,

Apologies that no one has assisted you yet.  I'll do my best to help.  I did notice a couple of things in your logs that may be helpful so we'll start there to see if one or both resolves the issue.

To start with, I notice that you are running Avast.  Previous versions of Avast are known to have compatibility issues with Malwarebytes (and Windows itself, actually, as some users have reported the same problems with Avast when they do not use Malwarebytes/have never had it installed).  To try to resolve it please update Avast to the latest version using one of the methods described in this post.  Once that is done, restart your system and see if things have improved.

Next, if you haven't already, please install the latest version of Malwarebytes, version 3.6.1, either by opening Malwarebytes and navigating to Settings>Application and clicking on the Install Application Updates button and allowing it to download and install the new version or by downloading and installing it directly from here.  Once installed, restart your system once more to verify that the new components are loaded into memory and test to see if the issues still persist or not.

Please let us know how it goes.

Thanks

[DroidBytes]

Both programs are fully up to date...

[exile360]

Thanks.  How did you verify that Avast was up to date?  I ask because I don't believe the major version number changed in the recent patch I was referring to so I just want to make sure that you have it installed.  It would also be a good idea to try disabling Avast temporarily just to see if that makes any difference at all.  I'm just trying to eliminate as many variables as possible so that we know where the issue in Malwarebytes is (i.e. a compatibility issue in Malwarebytes with Avast or an issue with Malwarebytes and Lockbox alone etc.) because that will help the team to test and verify the issue so that the Devs can hopefully track down the root cause in the code and fix it.

Also, please create and post a fresh set of logs now that you have everything up to date:

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
   

Thanks

[DroidBytes]

- To confirm Avast and Malwerebytes were up to date i clicked on update definitions and update program, i also checked the version number on both programs and confirmed they match with the latest versions available from the respective websites

- The issue still occurred with avast disabled

- I should stress that i can really only provide the toolkit logs if there are no or at least minimal issues because when there are issues then my entire system is so unresponsive that i cannot take the logs, which is obviously exactly when i need to take them

- Included are the logs and a screenshot i got after running the third test and trying to exit malwerebytes via the system tray / disable the protection modules (I have ran a full system scan and found on malicious rootkits)

mbst-grab-results - 1st Test - Disabled Avast, rebooted, opened and re-enabled malwarebtyes real time protection modules - No issues.zip

mbst-grab-results - 2nd Test - Without rebooting i unlocked mylockbox folder, and aceccessed the files and ran the test again with - No Issues.zip

mbst-grab-results - 3rd Test - Restarted computer, Avast still off, computer was entirely unresponsive. Rebotted again and was still unresponsive for few minutes then i was able to navigate and run the tookit.zip

[exile360]

OK, did you ever go through any of the procedures outlined in this post to verify that Avast is fully up to date?  If you did then it is probably worth a shot to try reinstalling it as perhaps the last time it upgraded it failed to bring all of its files/components up to date (it happens sometimes when upgrading software versions sometimes unfortunately, not just with Avast, but with pretty much all software).  Either way I think it's worth a try to see if it helps.

[DroidBytes]

I have done all that you have asked; please stop telling me to do more and more things when it is quite clear the issue with with your software

I remember this issue happening to me YEARS ago, when i had a a different instillation of the same operating system, as in i have reformatted since then and the issue remains, this was a key reason why i didn't buy malwerebytes pro but since so much time had passed i thought that you guys would have found a fix for it

I am not the only person with this issue because i have researched online and found other posts with the same problem

[exile360]

No problem, you don't have to do anything, I'm just trying to make certain the team has sufficient info to validate and troubleshoot the issue because as far as I know, they haven't been able to replicate this issue on their own test systems yet so I'm just trying to eliminate as many variables as possible (i.e. things that might be unique to your system/software configuration compared to their test systems).  I'll do some research of course, but if you happen to have any links to other instances where this issue has been reported it could help for the purpose of gathering more data on the issue.

[DroidBytes]

https://forums.malwarebytes.com/topic/145959-mylockbox-freezes-pc/

 

I recall multiple forums posts when i goggled before but they seem to have been taken down or i just cant find them

 

 

[exile360]

OK, thanks, though that is with Malwarebytes 2.x which was a very different program (virtually the entire codebase was rewritten for version 3), but at least it gives us more data to go on.  Hopefully the Devs will be able to find out what's going on here.

[DroidBytes]

Any updates on this please?

[exile360]

Greetings,

I did submit this thread and info to the team for review and analysis but I haven't heard anything back yet so unfortunately I don't have any new info on this issue at the moment, but I will ask again to see if anything has been discovered or verified yet on their end and will post back here as soon as I hear anything.

Thank you for your continued patience, and hopefully we'll have some new info for you soon.

[exile360]

By the way, I just wanted to confirm something.  Could you please try uninstalling Avast temporarily, then reboot, then test to see of Lockbox works properly or not with Malwarebytes fully enabled?

Also, while I'm not certain that it will help, a new beta has been released for Malwarebytes that includes some changes to the Web Protection component.  Please enable beta updates under the Settings>Application tab in Malwarebytes and then scroll back up near the top of the same tab and click on the Install Application Updates button and allow Malwarebytes to install the beta version if it is not installed already (you can tell by checking under Settings>About where it should show 3.6.1.2711 for the Malwarebytes version and 1.0.495 for the Component package version).

Please let me know how it goes and if the issue still persists with Avast removed and with the new beta version of Malwarebytes installed.

Thanks

[DroidBytes]

Hi i completely uninstalled avast, enabled malwerebytes and updated to the lasted beta version

The issue still remained but it did SEEM to take longer to freeze my computer like ten minutes rather than a few minutes

I also just noticed that the lagging / freezing seems to be more prominent whenever i click the malwerebtyes system tray icon and/or use the program