Web Protection Blocks all internet access

[General_Foch]

for a couple of weeks now i have had this issue :  at some seemingly random time,  the web protection module stops all internet access from everything.  The first time this happened i rebooted and everything was fine for a couple of days then it happened again.  after searching i found a few posts about MB web protection. so the next time I lost connectivity i turned of MB web protection and everything immediately started working again.   after more research i read about a corrupted update file being related to this issue so i uninstall MB and reinstalled.  (today 1/6/2019 ). a couple hours after the install (and update, and first scan ) it happened again.     

I have uploaded the output from the mb support tool. Please advise 

 

mbst-grab-results.zip

[Malwarebytes]

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[exile360]

Greetings,

Based on your logs I suspect this is most likely being caused by a known issue with compatibility between the latest version of Malwarebytes and Bitdefender which you have installed on your system, however I also noticed that you have User Account Control disabled, and while it is pretty unlikely to be related, it's still not a good idea to have UAC disabled since Malwarebytes, like virtually all other modern software, was designed to be fully UAC compatible and compliant, not to mention the additional security risks inherent in keeping UAC disabled.

To test, please try disabling Bitdefender temporarily to see if that eliminates the issue.  If it does, then you may try creating exclusions between Malwarebytes and Bitdefender for one another to see if that helps, and if it does not, then you may want to test to see if disabling any individual component in Bitdefender eliminates the issue as well, and then determine based on that which component in which product to keep disabled until the issue is resolved assuming that is the only workaround for the time being.  You may find a list of items to exclude from Bitdefender for Malwarebytes in this support article and you should exclude Bitdefender's program and data folders along with any drivers and services using the method described in the Exclude a File or Folder section of this support article.

Also, in the meantime you may install the Malwarebytes browser extension beta which will protect your browser from the same malicious sites as the Web Protection component in Malwarebytes, but only your browser not the entire system the way that Web Protection does, though the browser extension does offer some additional capabilities including blocking many ads, tracking servers (to protect your privacy), clickbait sites, as well as behavior based blocking for tech support scam sites as well as several other categories of malicious/undesirable websites beyond the abilities of the Web Protection component in Malwarebytes 3.  Also, once the issue is resolved you may continue to use the browser extension as it is fully compatible with the Web Protection component in Malwarebytes 3.  You can find out more and download the extension for Chrome (as well as other Chromium based browsers such as SRWare Iron and Vivaldi) as well as Firefox at the following links:

Chrome
Firefox

Please let us know how it goes and if you have any additional questions or issues.

Thanks

Edited January 6, 2019 by exile360

[LiquidTension]

This does indeed appear to be caused by a conflict between Malwarebytes for Windows and the BitDefender product installed.

A fix for this issue is currently in progress. I will respond back to this topic once the update containing the fix is released. Thank you for reporting.

Edited January 7, 2019 by LiquidTension

[General_Foch]

Thank you for the quick response, would you happen to have an eta for this fix? 

[LiquidTension]

No ETA currently I'm afraid. I will provide an update in this topic when available.

[LiquidTension]

Hello,

We've just released a new beta version of Malwarebytes.

Details can be found here: https://forums.malwarebytes.com/topic/242033-mb37-beta/

Are you interested in giving this a try? We'd love to hear how you get on this this version and if you still experience the same issue or not. To install this beta version, please refer to the steps below.

• Open Malwarebytes and click Settings followed by the Application tab.
• Scroll down to Beta Application Updates and turn the option On.
• Click OK when prompted.
• Scroll back up and click Install Application Updates.

[General_Foch]

thanks for the response I have installed this on one of my machines.  since this is an intermittent issue  ( it would take some hours or possibly a day ) i'll update you with results in a couple of days.

[LiquidTension]

Great, thank you!

[righthere]

I have this problem too and am wondering if it worked out for you, General_Foch?

 

Thanks!

 

[General_Foch]

I have installed the beta on 3 machines.  I can say i have not seen a failure on them yet. However for me this was an intermittent issue so i'm not certain 5 days is long enough to say the issue has been resolved.  I will update again if i have not had a failure in a few more days ( or if i do for that matter ). 

[LiquidTension]

32 minutes ago, righthere said:

I have this problem too and am wondering if it worked out for you, General_Foch?

Thanks!

We officially released Malwarebytes version 3.7.1 earlier this week.

Please update to this version and let us know if you still encounter an issue. The installer can be downloaded using the following link: https://downloads.malwarebytes.com/file/mb3

[General_Foch]

this is odd.  

on one machine i am showing  3.7.1.2839    but i am seeing the pop up shown in this link

since 3.7.1 is a release i'd not expect to see beta messages like this 

 

on my other machine  i have 3.7.0.2831  after checking for updates it does not see the latest version are you doing a slow rollout of this new version? and way am i seeing what appears to be a beta debug pop up in an official release ? or is the 3.7.1.x also beta ? 

 

 

 

 

[exile360]

The beta message is normal and is just part of a test being done by Malwarebytes of the notification system, so as long as you only see it once it should be fine and it doesn't mean that you're currently running a beta.  I believe they're just testing some things on the server backend and/or in the software either to test their infrastructure or to try and track down possible bugs with the notification system.  I do know that at least one customer has reported the notification repeating on their system several times so I'm guessing that whatever it is they're trying to replicate, at least one user's system is showing the symptoms.  As long as you only see it the one time then it's nothing to worry about.

And yes, they are rolling out the latest build gradually as that's typically how they push out new builds as not to overload all their servers with installer downloads and of course to try and manage user disruption to make sure everything is going well and is stable by monitoring the support helpdesk and forums for any issues in case they need to pull the build back or anything.  You should be able to get the latest version by opening Malwarebytes and navigating to Settings>Application and clicking on the Install Application Updates button.

[LiquidTension]

On 2/7/2019 at 8:47 PM, General_Foch said:

I have installed the beta on 3 machines.  I can say i have not seen a failure on them yet. However for me this was an intermittent issue so i'm not certain 5 days is long enough to say the issue has been resolved.  I will update again if i have not had a failure in a few more days ( or if i do for that matter ). 

How are you getting on with 3.7? Have you experienced any further issues with Internet access?

[General_Foch]

Thanks for the follow up, 

No I can say none of the machines with the update have had an issue with internet! yay!

thanks so much for the speed of your responses and keeping me abreast of the issue. 

this has been one of the best support experiences I've ever had.

thanks again!

[LiquidTension]

Great, thanks for confirming!