danielfcoelho Posted September 11, 2018 ID:1268808 Share Posted September 11, 2018 Good night dear. For some time I have been experiencing compatibility issues between Kaspersky Internet Security and MBAM Premium. Every time KIS does the rootkit check, it disables real-time web protection and I have to close and restart MBAM to get back to normal. Today, when I checked the KIS reports (attached image), I noticed that it has been blocking some Task Manager and MBAM tasks (for example, reading memory from other processes, duplicating the internal processors, executing code injection). Is there a problem with my computer? Sorry for English, but I did a direct translation from Portuguese. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted September 11, 2018 Staff ID:1268809 Share Posted September 11, 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...
danielfcoelho Posted September 11, 2018 Author ID:1268813 Share Posted September 11, 2018 here´s the log of MBAM Support Tool mbst-grab-results.zip Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 11, 2018 Root Admin ID:1268819 Share Posted September 11, 2018 (edited) Hello @danielfcoelho Please review the following attached document and add the exclusions to Kaspersky. Also open Malwarebytes and click on Settings -> Application -> and click on "Install Application Updates" Then reboot the computer and let me know if you're still having any issues. Kaspersky_Internet_Security_Exclusions.pdf Thanks Ron Edited September 11, 2018 by AdvancedSetup Updated information Link to post Share on other sites More sharing options...
danielfcoelho Posted September 11, 2018 Author ID:1268824 Share Posted September 11, 2018 22 minutes ago, AdvancedSetup said: Hello @danielfcoelho Please review the following attached document and add the exclusions to Kaspersky. Also open Malwarebytes and click on Settings -> Application -> and click on "Install Application Updates" Then reboot the computer and let me know if you're still having any issues. Kaspersky_Internet_Security_Exclusions.pdf Thanks Ron Ok, I've added exclusions to Kaspersky. Regarding Application Updates, I received the message "There are no updates available." I'll have to wait for KIS to scan rootkits to make sure the problem has been fixed. Thanks for the help. Link to post Share on other sites More sharing options...
exile360 Posted September 11, 2018 ID:1268826 Share Posted September 11, 2018 Please refer to the information here and here as well in case any of the issues persist. You may need to disable rootkit scan and advanced disinfection in Kaspersky if Malwarebytes continues to have trouble after configuring the exclusions. Link to post Share on other sites More sharing options...
danielfcoelho Posted September 11, 2018 Author ID:1268827 Share Posted September 11, 2018 13 minutes ago, exile360 said: Please refer to the information here and here as well in case any of the issues persist. You may need to disable rootkit scan and advanced disinfection in Kaspersky if Malwarebytes continues to have trouble after configuring the exclusions. ok, thanks! Link to post Share on other sites More sharing options...
exile360 Posted September 11, 2018 ID:1268857 Share Posted September 11, 2018 You're welcome I just wanted to make sure in case you continued to have trouble. It is possible that Kaspersky has since fixed the issue in one of their recent updates, but I wasn't sure so I thought it was a good idea to provide that info just in case it helped. Link to post Share on other sites More sharing options...
danielfcoelho Posted September 28, 2018 Author ID:1272271 Share Posted September 28, 2018 On 9/11/2018 at 2:26 AM, AdvancedSetup said: Hello @danielfcoelho Please review the following attached document and add the exclusions to Kaspersky. Also open Malwarebytes and click on Settings -> Application -> and click on "Install Application Updates" Then reboot the computer and let me know if you're still having any issues. Kaspersky_Internet_Security_Exclusions.pdf Thanks Ron The problem happened again, even though I put the MBAM files in the trusted KIS list. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 29, 2018 Root Admin ID:1272309 Share Posted September 29, 2018 Try installing the latest version of Malwarebytes. https://downloads.malwarebytes.com/file/mb3/ If it continues then we'll need to track down what's stepping on it for sure. Link to post Share on other sites More sharing options...
danielfcoelho Posted September 29, 2018 Author ID:1272312 Share Posted September 29, 2018 24 minutes ago, AdvancedSetup said: Try installing the latest version of Malwarebytes. https://downloads.malwarebytes.com/file/mb3/ If it continues then we'll need to track down what's stepping on it for sure. Good night and thanks for the help. I have already installed the newer versions of MBAM and KIS. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 29, 2018 Root Admin ID:1272313 Share Posted September 29, 2018 Did the newer version 3.6.1 help? Link to post Share on other sites More sharing options...
danielfcoelho Posted September 29, 2018 Author ID:1272317 Share Posted September 29, 2018 I already had the new version when it happened Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 29, 2018 Root Admin ID:1272320 Share Posted September 29, 2018 Please post back a new support log and we'll review again. Please provide the following logs and we'll verify what is actually going on with your system or Malwarebytes program. 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 - do not click Get Started 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. Link to post Share on other sites More sharing options...
danielfcoelho Posted October 9, 2018 Author ID:1274424 Share Posted October 9, 2018 It happened again today. After KIS finished scanning rootkits, I closed MBAM and when I tried to open it again, the message I showed on the printscreen appeared. The result of the analysis is also attached. mbst-grab-results.zip Link to post Share on other sites More sharing options...
dcollins Posted October 9, 2018 ID:1274452 Share Posted October 9, 2018 Do you have the Advanced Disinfection Technology disabled in Kaspersky as mentioned above? This is known to cause this issue and there is workaround other than disabling that option Link to post Share on other sites More sharing options...
danielfcoelho Posted October 9, 2018 Author ID:1274507 Share Posted October 9, 2018 I did not disable it. I also do not see the logic in doing so, after all I paid to have KIS working with all its features. Is there no alternative? Link to post Share on other sites More sharing options...
dcollins Posted October 9, 2018 ID:1274513 Share Posted October 9, 2018 Unfortunately not. Leaving this setting enabled in Kaspersky does cause issues with Malwarebytes Link to post Share on other sites More sharing options...
exile360 Posted October 10, 2018 ID:1274514 Share Posted October 10, 2018 Just FYI, as I understand it, the reason for this issue is due to the fact that Kaspersky's module blocks the installation of Malwarebytes' driver which is why it must be disabled, so theoretically you could turn the feature on once Malwarebytes is running and protection is enabled, however every time Malwarebytes performs a database update it must unload/re-load the Web Protection driver to refresh the database meaning Kaspersky would most likely cause Web Protection to fail every time Malwarebytes updates if that feature in Kaspersky is left active. Link to post Share on other sites More sharing options...
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