Unable to enable realtime ransomware protection

[ziggy6]

please see attached log.  Looking for help on way I am not able to enable the ransomware protection on windows 7 laptop.  I have install the support tool and ran through the uninstall and reinstall and it still will not enable ransomware.

 

Thanks

Dan

 

mbst-grab-results.zip

[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:

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
   
    
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[LiquidTension]

Hi Dan,

Thanks for reporting this. We're currently tracking an issue with certain protection components failing to start. To confirm, if you start a new Malwarebytes session (right-click the Malwarebytes icon in the notification area and click Quit Malwarebytes) and the relaunch Malwarebytes, is Ransomware Protection still tuned off?

We'd like to get a Process Monitor log captured during a failed attempt to turn Ransomware Protection on. Please refer to the steps below.
 

Run Process Monitor

• Please download run_procmon.bat using the link below.
  → https://malwarebytes.box.com/s/he92cwwd71sa0w7waiub8wx69ymb5d4i
• Open your Downloads folder.
• Double-click run_procmon.bat. Click Yes if prompted by User Account Control.
• Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
• A black Command Prompt window will appear.
• When prompted to carry out the tasks, please do the following:
  • Open Malwarebytes and try to turn Ransomware Protection on.
• Once done, click inside the Command Prompt window and press Y on your keyboard followed by Enter.
• Upon completion, a file named procmon-log.zip will be saved to your Desktop. Please attach the file in your next reply.
• Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com).

[ziggy6]

I have tried to do the suggestion, stopping and restarting and ransomware is not enabled and it doesn't do anything when I place my mouse over the option

 

See attached log that reports and error

 

Thanks

 

Dan

 

procmon-log.txt

[LiquidTension]

Thank you. I'll look into the error and update the script accordingly.

In the meantime, please manually download and run Process Monitor:
https://docs.microsoft.com/en-us/sysinternals/downloads/procmon

Extract the downloaded file and run procmon.exe.

Once Process Monitor is running, open Malwarebytes, click Settings, click Protection and try to toggle Ransomware Protection to on.

When it fails to turn on, return to Process Monitor. Click File followed by Capture Events. This will remove the checkmark and stop the capture.
Click File, followed by Save. Click OK.

One or more files named Logfile.pml will be saved to the chosen location. Please Zip up all of the files (highlight all files > right-click > Send to > Compressed (Zipped) folder) and attach the file in a post. If the file is too large, upload it to WeTransfer.com and provide the generated link.

[ziggy6]

see attached per request

Logfile.zip

[LiquidTension]

Thank you. I'm not seeing any reference to Ransomware Protection in that log.

Please do the following:

Enable Malwarebytes Enhanced Event Log Data Setting

• Open Malwarebytes.
• Click the Settings menu.
• Ensure the Application tab is selected.
• Scroll down to Event Log Data.
• Turn the Collect enhanced event log data for support setting On.

Rerun Process Monitor in the same manner you did before, but don't stop the capture yet.

Quit Malwarebytes (right-click the Malwarebytes icon in the notification area and click Quit Malwarebytes). Relaunch Malwarebytes, wait for the user interface to open and confirm Ransomware Protection is off.

Return to Process Monitor. Click File followed by Capture Events and repeat the earlier steps to Zip up the generated log.

Rerun the Malwarebytes Support Tool as well. Click Advanced > Gather Logs and attach the generated mbst-grab-results.zip (found on your Desktop).
https://downloads.malwarebytes.com/file/mbst

[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.