scooterwoot Posted September 30, 2019 ID:1337787 Share Posted September 30, 2019 have premium and all of my fulltime protection does not stay turned on. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted September 30, 2019 Staff ID:1337788 Share Posted September 30, 2019 ***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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file 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. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Get Started!" Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
scooterwoot Posted October 1, 2019 Author ID:1337789 Share Posted October 1, 2019 mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff LiquidTension Posted October 1, 2019 Staff ID:1337945 Share Posted October 1, 2019 Hi @scooterwoot, Thanks for providing the file. Could you do the following please: Open Malwarebytes. Click Settings. Enable the Event Log Data setting. Download enable_setupapi_verbose_logging.reg using the link below: → https://malwarebytes.box.com/s/60ps7yfqao6l34io06ybh3bmp43gnjxd Open your Downloads folder or location of the downloaded enable_setupapi_verbose_logging.reg file. Double-click enable_setupapi_verbose_logging.reg and click Run followed by Yes if prompted by User Account Control. Click Yes when prompted to continue. Click OK. Afterwards, right-click the Malwarebytes icon in the notification area/system tray and click Quit Malwarebytes. Wait ~15 seconds and relaunch Malwarebytes. Once Malwarebytes has reopened, confirm Malware Protection is still disabled. Then rerun the Malwarebytes Support Tool, click Advanced, click Gather Logs and attach the new mbst-grab-results.zip. Link to post Share on other sites More sharing options...
scooterwoot Posted October 4, 2019 Author ID:1338442 Share Posted October 4, 2019 Here are the log files after following the above directions, please note that Malwarebytes recommends not to enable the Event Log Data setting. Thanks for any assistance and should I turn the above setting back to the recommended OFF. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Solution LiquidTension Posted October 7, 2019 Staff Solution ID:1338738 Share Posted October 7, 2019 Thanks for carrying out the instructions, @scooterwoot. On 10/4/2019 at 5:28 PM, scooterwoot said: should I turn the above setting back to the recommended OFF Yes, feel free to. The reason we don't recommend leaving the setting enabled is that it will result in additional disk space being consumed by the more verbose logging. The maximum size of the logging for a public Malwarebytes version is ~110MB. ----- It looks like SetupAPI is taking too long to respond and thus the driver is not being installed. This is not unexpected on slow/old systems, which may apply to your computer (especially based on the logging below). Processor: Intel(R) Pentium(R) CPU 2020M @ 2.40GHz Percentage of memory in use: 95% Total physical RAM: 3934.36 MB Available physical RAM: 174.91 MB You have a corrupt/partial installation of AVG, which I would suggest removing. AVG's removal tool can be used: https://www.avg.com/en-gb/avg-remover I would also suggest uninstalling other programs you no longer use or have need for (e.g. Wise Care 365 is not a program I would suggest keeping installed. See here). ----- Afterwards, do the following: Press the Windows Key + R on your keyboard. Type services.msc and click OK. Look for Malwarebytes Service. Right-click the service and click Properties. Set the Startup Type to "Automatic (Delayed Start)". Click OK. Once done, restart the computer and let me know if Malware Protection is enabled or not. Link to post Share on other sites More sharing options...
scooterwoot Posted October 8, 2019 Author ID:1339105 Share Posted October 8, 2019 Done and done, everything seems to be working like it should. Thanks for the assist. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 9, 2019 Root Admin ID:1339224 Share Posted October 9, 2019 Thank you for the follow up @scooterwoot Glad that you were able to get this working Take care Ron Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 9, 2019 Root Admin ID:1339225 Share Posted October 9, 2019 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
Recommended Posts