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Microsoft Word and Excel Stopped working due to Malwarebytes block


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I have successfully installed Bitdefender Internet Security on 3 of 4 computers.  On the 4th computer, Microsoft Word and Excel will not work unless I turn off the protection for these two programs in Malwarebytes. 

I have read your forum topics 239394 and topic 40715 and these two have given me the clues to turn off the protection in order to get the software to work.  Both articles indicate to me that the problem is not with Bitdefender.

What is the recommend procedure to follow for this situation as we would like to protect all of Microsoft Products while using this computer?

 

 

 

 

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  • Staff

***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 on the left column
    0. UI.png
  7. Click the Gather Logs button
    17. Advanced.png
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    19. System Repair Progress.png
  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:
     notify me.jpeg  

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

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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.

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  • Root Admin

Hello @bwd7585

To start off we'll need to gather some logs please. Once you've uploaded someone will review the logs and get back to you. If no one has replied within 24 hours after upload please send me private message reminder. 

 

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 security.

  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 on the left column

    0. UI.png
     
  7. Click the Gather Logs button

    17. Advanced.png
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    19. System Repair Progress.png
     
  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:
     notify me.jpeg  


 

 

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.
 

mb_attach.jpg.220985d559e943927cbe3c078b
 

One of our experts will be able to assist you shortly.

Thanks in advance for your patience.

Ron

 

 

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  • Root Admin

This computer is having a few issues. It still has entries for Trend Micro antivirus.

Please download their removal tool and run it.

https://esupport.trendmicro.com/en-us/home/pages/technical-support/1105809.aspx

https://solutionfile.trendmicro.com/solutionfile/Security_Software_15/Ti_150_win_en_Tool_UninstallTool_hfb0005.exe

You may also wish to read up about Dell PC Doctor which is in the NEWS recently as it is running on this system.

https://www.tomsguide.com/us/dell-supportassist-flaw,news-30414.html

Once  you've addressed the above, please restart the computer. Then run a clean removal and reinstall of Malwarebytes and let me know if that corrects the issue.

https://support.malwarebytes.com/docs/DOC-2674

 

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As instructed,  I downloaded the remnant remover from Trend Micro and ran the program.  (Note: your link was for the full software repair and uninstall).
I restarted the computer and uninstalled Malwarebytes through the control panel.  After restarting the computer I reinstalled Malwarebytes. 
The problem was still present. When exploits for Word and Excel is turned to protect, neither program would start.
When exploit protection is turned off, both programs will start.  I noticed that there were also some remnants of McAfee, the first antivirus still
in the registry, but do not know the links to remove them.  And, I'm not quite sure that is the problem.  This computer does access the internet
and business related spreadsheets are downloaded on a weekly basis.  We are not comfortable leaving  Word and Excel unprotected.

Please let me know the next step...

Thanks

 

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  • Root Admin

My concern is that you say the other 3 are working properly. Thus, trying to determine what is different on this system that it is acting differently.

The Clean Removal tool is what I would like you to use for our program, not just the normal removal from the Control Panel. Not saying it will help but it is a more complete removal of the program.

If you can do that. Then reboot a 2nd time and get me new fresh logs from FRST again.

Thank  you

 

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