Jump to content
Licol

Adobe creative cloud blocked

Recommended Posts

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?

Share this post


Link to post
Share on other sites

***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.

  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

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

    mbst_log_saved_desktop.jpg
     
  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: 

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

 

Share this post


Link to post
Share on other sites

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

Share this post


Link to post
Share on other sites

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. 

 

 

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites

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)

 

Share this post


Link to post
Share on other sites

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.

Share this post


Link to post
Share on other sites

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.

 

Share this post


Link to post
Share on other sites

I have an issue with Photoshop 2020 image.png.6920745a21ad54a43cbb44450fd45978.png

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!

Share this post


Link to post
Share on other sites
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.)

Capture.JPG

Share this post


Link to post
Share on other sites

You can disable Ransomware Protection by clicking on the knob next to it when you open your Malwarebytes! see below

image.png.5f20c5f0987158b7ba51af6f59127f91.png

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!!!

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.