Licol Posted January 14, 2020 ID:1355876 Share Posted January 14, 2020 I signed up for the full Malware program yesterday. Today I cant get Adobe creative cloud to update Illustrator. Its all done through the creative cloud interface. It might be a coincidence, but how to I add the family of programmes to a whitelist please? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted January 14, 2020 Staff ID:1355877 Share Posted January 14, 2020 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes for Windows 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...
exile360 Posted January 14, 2020 ID:1355886 Share Posted January 14, 2020 Greetings, You can test to see whether it is Malwarebytes blocking it or not by trying to update with each individual component of Malwarebytes' protection disabled to determine which, if any, of Malwarebytes' components is blocking it, then if needed, create exclusions as required. To test, right-click on the Malwarebytes tray icon and click on each of the four listed protection components one at a time and click Yes when prompted by User Account Control, then test to see if Adobe is able to update, and if it is then you will know that the module you disabled is the one blocking it. If it isn't able to update then right-click the Malwarebytes tray icon again and click on the disabled protection component to re-enable it, then repeat the process, disabling the next protection component in Malwarebytes, clicking Yes when prompted by User Account Control, then testing to see if Adobe is able to update. Once you have isolated the module causing the issue you may create exclusions for it in Malwarebytes by following the instructions in this support article using the instructions for the associated protection component that is causing the issue. Once you discover the cause, if it is Malwarebytes blocking it, please let us know which module was at fault so that we may get the Researchers and Developers to investigate and correct the issue so that exclusions will no longer be required. Thanks Link to post Share on other sites More sharing options...
Licol Posted January 14, 2020 Author ID:1355889 Share Posted January 14, 2020 Thanks for your reply. I know it's being blocked because I switched off Malwarebites opening automatically, then rebooted. And my update worked. Ill attempt the fix when I can...because this kind of thing always happens when you NEED to work and have no time to learn how to tweak background programmes. Would there be a way of switching off the protection for a short while? Just while I update AdobeCC. Link to post Share on other sites More sharing options...
exile360 Posted January 14, 2020 ID:1355896 Share Posted January 14, 2020 The quickest way would be to right-click the Malwarebytes tray and select Quit Malwarebytes then click Yes to the User Account Control prompt. Once you're ready to activate Malwarebytes again just launch it from the START menu shortcut or desktop shortcut and it will re-enable all protection automatically. Link to post Share on other sites More sharing options...
Licol Posted January 14, 2020 Author ID:1355912 Share Posted January 14, 2020 Thanks, That'll work for now. Cheers! Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 15, 2020 Root Admin ID:1356019 Share Posted January 15, 2020 There is a known issue with the node.exe file on the latest version of Malwarebytes. You normally would see an error in at least PhotoShop - I'm not running the full suite of Adobe but have not noticed any issue so far with the regular updater but I do have the file C:\Program Files\Adobe\Adobe Photoshop 2020\node.exe excluded / allowed within Malwarebytes Let me see if I can test Adobe Update (though I'm pretty sure mine is up to date already) Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 15, 2020 Root Admin ID:1356020 Share Posted January 15, 2020 Yes, as suspected. When I run an update check it comes back and tells me my apps are up to date @Licol Link to post Share on other sites More sharing options...
Licol Posted January 15, 2020 Author ID:1356093 Share Posted January 15, 2020 There will be an update again on something very soon. I'll address this again when it happens I guess. Dilemma for the future...running my life on Windows 7!!! ツThanks for your help with this so far. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 15, 2020 Root Admin ID:1356185 Share Posted January 15, 2020 Try adding the node.exe to the Allow list. You can also try disabling the Ransomware protection module and see if that allows it to run or not and let us know. Link to post Share on other sites More sharing options...
CR1571 Posted January 16, 2020 ID:1356356 Share Posted January 16, 2020 I have an issue with Photoshop 2020 If I quit Malwarebytes there is no error and I can work... Seems that it's blocking photoshop somehow I added photoshop.exe and node.exe to exclusions but that doesn't work! Link to post Share on other sites More sharing options...
Licol Posted January 16, 2020 Author ID:1356403 Share Posted January 16, 2020 21 hours ago, AdvancedSetup said: Try adding the node.exe to the Allow list. You can also try disabling the Ransomware protection module and see if that allows it to run or not and let us know. Ive got the node.exe added to the allow list. It doesn't help. Switching off Malwarebytes solves the problem, but I have to remember to switch it on again because the only way I can know is to disable the 'switch on with windows' toggle. So it doesnt come on with my pc. I would try to disable 'Ransomware protection' if I knew how. I've looked and cant see...I'm an artist - there's not many techy genes in my body. A wee bitty more help with that fix required, please? FYI As I look at this forum page there's a pop up from Photoshop sitting on top, which closes the forum site if I click OK. (See image.) Link to post Share on other sites More sharing options...
CR1571 Posted January 16, 2020 ID:1356408 Share Posted January 16, 2020 You can disable Ransomware Protection by clicking on the knob next to it when you open your Malwarebytes! see below That popup is just in my post dude, I made a screenshot and I uploaded to my post that I made. FYI I also have mbam with Ransomware Protection disabled so I can work with Photoshop without errors!!! Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted January 16, 2020 Root Admin ID:1356411 Share Posted January 16, 2020 (edited) @Licol @CR1571 No, please do not disable Ransomware protection unless you really need to. All you need to do is add an exclusion as shown in the video below Add_Node_Exclusion.mp4 Edited January 16, 2020 by AdvancedSetup updated information Link to post Share on other sites More sharing options...
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