EXCLUSIONS

[nelson496]

I am getting a pop-up screen saying "Website blocked due to PUP". The Domain: front.activeoptimization.com. The filename = C:\Program Files (x86)\DriverSupportAO.exe. 

File:   "C:\program Files (x86)\Driver Support\svc\DriverSupportAO.exe" THIS IS THE MESSAGE I GET FROM MALWAREBYTES. 

When I go to EXCLUSIONS the "AO" does not appear in the file string. All I get is "C:\program Files (x86)\Driver Support\svc\DriverSupport.exe", and the pop-ups keep coming.

What do I do?

[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

[exile360]

Greetings,

You have a couple of options.  First, you may exclude the website rather than the executable.  Second, you could launch Task Manager when one of these blocks occurs by pressing CTRL+SHIFT+ESC on your keyboard and navigating to the Processes tab and clicking Show processes from all users at the bottom then sorting the list by name by clicking on the Image Name column header so that the list is sorted alphabetically then locating the DriverSupportAO.exe process and right-clicking on it and selecting Open File Location and it should take you to the correct EXE file.  Once you've located it, use the Exclusions interface in Malwarebytes to navigate there and exclude the file selecting the Exclude an Application that Connects to the Internet and hopefully you'll be able to locate and add it.  My guess is that the program may be creating a temporary executable by that name when checking for updates or something similar so if you can catch it while it is running, you should hopefully be able to exclude it successfully.

Your only other option would be to actually create a file called DriverSupportAO.exe in that location and exclude it from Malwarebytes, but if you do that, be sure to delete the dummy file you created promptly to prevent issues with the true copy of the file when the program tries to create it again.  Since the exclusions are by path/name, it should work even if the content of the file changes as long as it uses the same path and filename.

Please let us know how it goes.

Thanks