juninhovaladares Posted October 16, 2019 ID:1340179 Share Posted October 16, 2019 After upgrading to Catalina MacOs I can't enable real-time protection, is this happening to anyone? What should I do to activate? Thanks. Link to post Share on other sites More sharing options...
1PW Posted October 16, 2019 ID:1340187 Share Posted October 16, 2019 Hello @juninhovaladares and Please open the Malwarebytes for Mac GUI and take a screenshot of the window. Then, attach the .png file to your next reply to this topic. Thank you. Link to post Share on other sites More sharing options...
juninhovaladares Posted October 16, 2019 Author ID:1340190 Share Posted October 16, 2019 Hello, Tks.. Follow the print.. Is in Portuguese, but follow the translate The message: We have detected issues activating protection. Go to our troubleshooting page to resolve them. Tks. Link to post Share on other sites More sharing options...
1PW Posted October 16, 2019 ID:1340212 Share Posted October 16, 2019 Hello @juninhovaladares: Thank you for the valuable screenshots. Please carefully adhere to the procedures in treed's stickie - How to uninstall Malwarebytes After the clean reinstall of Malwarebytes for Mac, please open the Malwarebytes GUI and confirm: The correct activation state of your premium license. (Select the main GUI "My Account" button.) The correct activation state of both Real-Time Protection features. If the above is now satisfactory, please run a manual scan as a brief functional check. Please reply to your topic with the state of the clean reinstall of Malwarebytes for Mac. Thank you. Link to post Share on other sites More sharing options...
alvarnell Posted October 16, 2019 ID:1340223 Share Posted October 16, 2019 The installation article https://support.malwarebytes.com/docs/DOC-2634 from step 14 onwards provides instructions on how to install extension in macOS. Full disk access (FDA) is only required for macOS Catalina which our program dashboard auto recognize the OS and ask our user to follow article https://support.malwarebytes.com/docs/DOC-3477 Link to post Share on other sites More sharing options...
Staff adas Posted October 17, 2019 Staff ID:1340246 Share Posted October 17, 2019 (edited) Hi @juninhovaladares, The error window points to KB > https://support.malwarebytes.com/docs/DOC-2632 which means 1. The directory/Library/StagedExtensions/ permission is not standard. 2. Kextpolicy is corrupted Did you restore system backup via time machine or any third-party application after installing macOS Catalina? I can confirm the issue with the help of our support tool and for that, provide us a system report created with the help of below article (please don't post the zip file here) https://support.malwarebytes.com/docs/DOC-3235 Instead, log a support ticket with help of below link and attach the file with the email https://support.malwarebytes.com/community/contactsupport/pages/home-support If you are having difficulty in creating ticket from our web form, simply write an email to support@malwarebytes.com You will receive an auto-reply from us including a support ticket number, please give me the ticket number. Edited October 17, 2019 by adas Link to post Share on other sites More sharing options...
Richardpe Posted October 17, 2019 ID:1340262 Share Posted October 17, 2019 I am afraid I have done this many times and I still can't get it work. Link to post Share on other sites More sharing options...
juninhovaladares Posted October 17, 2019 Author ID:1340263 Share Posted October 17, 2019 With me happens the same and I made a lot things and dosen't works... I Don't know what happens or what to do... Tks my Friends for the help, but dosen't works... Link to post Share on other sites More sharing options...
Staff adas Posted October 17, 2019 Staff ID:1340276 Share Posted October 17, 2019 Hi @juninhovaladares @Richardpe Please check my post #6 and provide us the requested information. Link to post Share on other sites More sharing options...
juninhovaladares Posted October 17, 2019 Author ID:1340282 Share Posted October 17, 2019 Sorry @adas but I don't will provide u nothing... Link to post Share on other sites More sharing options...
Richardpe Posted October 17, 2019 ID:1340291 Share Posted October 17, 2019 1 hour ago, adas said: Hi @juninhovaladares @Richardpe Please check my post #6 and provide us the requested information. Thanks. I have emailed the file. I did a clean Catalina install onto a newly formatted disk and then a restore (transfer) data from Time-machine. This didn't restore all files and data though. The Mac works fine but, for example, didn't restore my Mail and the Accounts correctly and I had to do this manually. As far as I could see Catalina creates two volumes (Macintosh HD and Macintosh HD—Data). Link to post Share on other sites More sharing options...
Richardpe Posted October 17, 2019 ID:1340293 Share Posted October 17, 2019 (edited) I can't send the file either from my desktop or via webmail—"for security reasons". [screenshot removed] Edited October 17, 2019 by AdvancedSetup personal information present in screenshot Link to post Share on other sites More sharing options...
alvarnell Posted October 17, 2019 ID:1340308 Share Posted October 17, 2019 The staff cannot help you if you won't submit the information. As mentioned, it should not be posted here, rather you need to log a support ticket with help of below link and attach the file with the email https://support.malwarebytes.com/community/contactsupport/pages/home-support If you are having difficulty in creating ticket from our web form, simply write an email to support@malwarebytes.com You will receive an auto-reply from us including a support ticket number, please give me the ticket number. This is a common approach used by every software company's troubleshooting in the world to protect your privacy. You may also wish to read their Privacy Policy by clicking the link at the bottom of this and every page on the site. Link to post Share on other sites More sharing options...
Richardpe Posted October 17, 2019 ID:1340309 Share Posted October 17, 2019 I have sent it via a web app "Wetransfer" as Gmail won't send it. Thanks Link to post Share on other sites More sharing options...
Richardpe Posted October 18, 2019 ID:1340432 Share Posted October 18, 2019 well I guess I am deleting Malware Bytes. Been nice knowing you. Link to post Share on other sites More sharing options...
alvarnell Posted October 18, 2019 ID:1340441 Share Posted October 18, 2019 You should give the staff time to respond to your submission. They have lots of other duties to perform during their day. I didn't notice the support ticket number requested posted here. Link to post Share on other sites More sharing options...
Staff treed Posted October 19, 2019 Staff ID:1340537 Share Posted October 19, 2019 23 hours ago, Richardpe said: well I guess I am deleting Malware Bytes. Been nice knowing you. This is likely due to an issue related to a bug in Catalina relating to incorrect settings on the folder at /Library/StagedExtensions/. (I can't say for sure, since I have no idea whether the requested information was actually received by anyone here, who it was received by, or what you have submitted.) We're still investigating possible solutions, and have been talking to Apple about it. Supposedly, this bug is fixed in the macOS Catalina supplemental update that was released on Monday, but also apparently that update does not fix the problem on already-affected machines. So far, we believe that the easiest solution is still to reinstall your system, which should fix the damaged folder. Since that folder, and the required settings, cannot be changed directly by the user or by any third-party software, our hands are tied when it comes to other solutions. Be aware that this issue will affect most other security software as well, so deleting Malwarebytes and installing something else is not likely to be a solution. Link to post Share on other sites More sharing options...
Richardpe Posted October 20, 2019 ID:1340625 Share Posted October 20, 2019 This problem BEGAN after I had done a clean install. I did it twice. Restore/transfer from backup missed out a lot of important settings and files/apps. I can't do it again. Thanks for your help. Link to post Share on other sites More sharing options...
Staff treed Posted October 20, 2019 Staff ID:1340675 Share Posted October 20, 2019 7 hours ago, Richardpe said: This problem BEGAN after I had done a clean install. I did it twice. Restore/transfer from backup missed out a lot of important settings and files/apps. I can't do it again. I didn't say you need to do a clean install. Just install macOS right over your existing installation, and it should repair the damage to your system that is causing the problem. Be aware that restoring the entire system from a third-party backup is one theoretical way for this folder to get damaged. Link to post Share on other sites More sharing options...
Richardpe Posted October 20, 2019 ID:1340683 Share Posted October 20, 2019 I did a clean install because installing the macOS over the top killed my Mac. Catalina creates two HD's—a volume and a sub volume. It fried the Mac installing over the top and the only way to save it was a clean install in recovery mode. After this you have to use backup data to get back to a similar Mac as to the working one. There's no way I can risk that happening again. Link to post Share on other sites More sharing options...
alvarnell Posted October 21, 2019 ID:1340687 Share Posted October 21, 2019 59 minutes ago, Richardpe said: I did a clean install because installing the macOS over the top killed my Mac. That’s not at all normal. I’ve never observed it my self nor have any of the users I correspond to daily having done so hundreds of times. There is something wrong with your Mac and you need to get Apple’s help diagnosing it, either at a Genius Bar or a certified Apple technician. Sounds like a failing drive, to me, but that’s just a guess. You can run Diagnostics for yourself, but that often misses issues that Apple tests is better able to find. Link to post Share on other sites More sharing options...
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