Mbam interfering with Dell SupportAssist

[Nikilet]

I recently got a new desktop. I"m having trouble with the SupportAssist feature. someone from Dell worked on it by remote and determined it was Mbam and/or Emsisoft. He added permissions to both programs and it worked one time and now it won't again. When it wanted to run yesterday I finally shut down Mbam and Emsisoft and then it completed fine  Maybe the Dell tech didn't add the right files to give SA permission so I thought I would check here. This (screenshot) is what was done. Does that box preceding the Dell item need to be checked?

Edited November 27, 2018 by Nikilet

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[exile360]

Greetings,

No, that box does not need to be checked for your exclusion to be active.  That is there for managing multiple exclusion entries if, for example, you wanted to select several of them at the same time to delete all at once.

With that said, that exclusion only prevents Malwarebytes from blocking any known malicious servers and IP addresses if the excluded application attempts to connect to them, so if it is a different component of Malwarebytes causing the issue then that exclusion would not prevent the problem from occurring again.  To exclude the application from the other components you should create a new exclusion entry by clicking Add Exclusion and selecting the Exclude a File or Folder option as documented in this support article to exclude the application from all of the other protection components (keep the one you have as well, because web exclusions are separate from exclusions of other types and must be created separately).  If that fails to resolve the issue then it could be a problem with your other security application blocking it/interfering with it.

Please let us know if there is anything else we might assist you with.

Thanks

[Nikilet]

Like this?

[BillH99999]

Did you ever determine if it was MB or Emisoft that was actually causing the problem on your system?  I just wondered because I have a Dell computer and run Dell Support Assist just fine with MB 3.6.1 with no exclusions or any other changes in MB.

[exile360]

5 hours ago, Nikilet said:

Like this?

Yes, that should work as long as you left the option Exclude from detection as malware, ransomware or potentially unwanted item selected when you created it.  That will exclude it from the other real-time protection modules (with the exception of Exploit Protection, which shouldn't interfere since it only guards specific applications and operating system components and would alert you if it were detection the Dell app as a threat).

If it still won't work, you can also try disabling self-protection located under Settings>Protection, though it is very unlikely to interfere as it only guards/monitors files, processes and objects which are a part of Malwarebytes.

If you discover that the issue was not caused by Malwarebytes you may remove the exclusions and of course re-enable self-protection if disabling it did not help.

[Nikilet]

No, I do not know which program caused the problem. I have no idea what you are talking about with this: 

Yes, that should work as long as you left the option Exclude from detection as malware, ransomware or potentially unwanted item selected when you created it. 

Where do I find this option so I can see if it's selected?

[exile360]

Click on the exclusion to highlight it then click Edit Exclusion and under where it says How to Exclude make certain the first item is selected which says Exclude from detection as malware, ransomware or potentially unwanted item as shown in the image below:

[Nikilet]

Thank you. Yes, this was selected.

[exile360]

Good, and you added a second exclusion for the same executable selecting the Exclude an Application that Connects to the Internet option shown in the screen below, correct?:

If so, then you should be all set and Malwarebytes shouldn't block the application from functioning (assuming it isn't some kind of undiscovered bug, of course).

[Nikilet]

No, I had not, but I have now, for the C:\Program Files\Dell item. I don't know the full name for that other, longer description so I didn't do any more with that.

[exile360]

OK, that should be fine.  If it doesn't work you can always navigate to the location of the file and copy/paste it then type out the name of the file itself to add it if needed, but it probably isn't necessary.

I guess it's time to test and see how it goes.  I'd suggest giving it a try now that you have the exclusions in place, and if it still doesn't work, try suspending Emsisoft to determine if that's the culprit, and if it still fails after that, try re-enabling Emsisoft and then exit Malwarebytes via the tray (right-click on the Malwarebytes tray icon and select Quit Malwarebytes then click Yes if prompted by User Account Control) and see if it works that way with Malwarebytes not running and with Emsisoft active that way at least we'll finally know which of the two programs is causing the issue.