Web Protection Will Not Turn On

[Squanch]

I am using the paid version of Malwarebytes Version 3.6.1. I cannot turn on the Web protection setting. The slider just does not move. All the other protections are turned on. I have tried disabling the self-protection module to no avail. I tried using the Malwarebytes Repair Tool but that did not work either. I have also tried reinstalling the program. I should note that there was a registry value that blocked Windows Defender (and I removed) so it is possible this is due to malware. Please help.

[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: 

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.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. 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.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab
   
    
7. Click the Gather Logs button
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
    
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
   
    
10. 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

[Squanch]

Here is the log file.

mbst-grab-results.zip

[exile360]

1 hour ago, Squanch said:

I am using the paid version of Malwarebytes Version 3.6.1. I cannot turn on the Web protection setting. The slider just does not move. All the other protections are turned on. I have tried disabling the self-protection module to no avail. I tried using the Malwarebytes Repair Tool but that did not work either. I have also tried reinstalling the program. I should note that there was a registry value that blocked Windows Defender (and I removed) so it is possible this is due to malware. Please help.

Greetings Squanch,

I did find a couple of odd startup items (which you have disabled) so it is possible that this is due to malware in your case as you suspect.  I also noticed that you're using a Killer Networking network card/ethernet connection.  Some of their older driver versions are known to be incompatible with the Web Protection component in Malwarebytes so updating those drivers may help.  The latest driver package for your particular device can be found here if you wish to try installing that to see if it helps.

As far as the possibility of infection goes, I would recommend following the instructions in this topic and then creating a new topic in the malware removal area including the requested logs and information by clicking here and one of our malware removal specialists will assist you in checking for and cleaning out any remaining infections.

1 hour ago, Zmann said:

I am having this issue today also 

Greetings Zmann,

As far as your issue is concerned, it may or may not have a similar cause to the original poster's, however we'd need logs to make that determination so please do the following so that we may take a look:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

If you also suspect that your issue may be due to malware infection then you may also follow the instructions above to create a new topic in the malware removal area so that our malware removal specialists may assist you.

Thanks