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toomm1

MB 4.0.4 Problem with iTunes

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With the new version Malwarebytes 4.0 for Windows - build 1.0.793 I have followed. Problem:
Since then, I can't do any more backups in iTunes. The iPhone is recognized, but if you click on the iPhone icon in iTunes but at the top of the bar, the corresponding fields are not active in the settings.

If I turn off malwarebytes then everything goes again in iTunes.

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Greetings,

Please try excluding iTunes from Ransomware Protection by following the instructions under the Allow a file or folder section of this support article and select the option Exclude from detection as ransomware only and select the iTunes program folder which should be located under either C:\Program Files or C:\Program Files (x86).

Please let us know how it goes and if the issue is resolved or not.

Thanks

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same Problem....

I have entered the following folders:

.\Program Files\iTunes

.\ProgramData\Apple

.\ProgramData\Apple Computer

.\Users\Tom\AppData\Local\Apple

.\Users\Tom\AppData\Local\Apple Computer

.\Users\Tom\AppData\Roaming\Apple Computer

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Hi @toomm1,

Thank you for reporting the issue. This is being caused by the Ransomware Protection component.

To assist our investigation, could you provide us with some additional troubleshooting data please.

  • Open Malwarebytes and click Settings.
  • Turn the Event Log Data setting on.
  • Capture a Process Monitor log as the issue is reproduced.
    • Please download run_procmon.bat using the link below.
      https://malwarebytes.box.com/s/he92cwwd71sa0w7waiub8wx69ymb5d4i
    • Open your Downloads folder.
    • Double-click CX41PDv.png run_procmon.bat. Click Yes if prompted by AVOiBNU.jpg User Account Control.
    • Note: If you are prompted by Windows SmartScreen, click More info followed by Run anyway.
    • A blue window will appear.
    • When prompted to carry out the tasks, please reproduce the issue with iTunes Sync in full.
    • Once done, click inside the Command Prompt window and press Y on your keyboard followed by Enter.
    • Upon completion, a file named HSPwQfy.png procmon-log.zip will be saved to your Desktop. Please attach the file in your next reply.
    • Note: If the file is too large, you will be provided instructions to upload the file to a file hosting website (wetransfer.com).
  • Gather logs with the Malwarebytes Support Tool and attach mbst-grab-results.zip to your post: https://support.malwarebytes.com/docs/DOC-2396

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I was able to solve the problem now...
The following folders must be excluded:

C:\Program Files (x86)\Common Files\Apple

C:\Program Files\Common Files\Apple)

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6 hours ago, toomm1 said:

I was able to solve the problem now...
The following folders must be excluded:

C:\Program Files (x86)\Common Files\Apple

C:\Program Files\Common Files\Apple)

That did the trick with these 2 files below and select exclude from detection as ransomware only,,.

C:\Program Files (x86)\Common Files\Apple

C:\Program Files\Common Files\Apple

... Very good!!

 

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Today suddenly I could not sync my ipod touches with iTunes and the iTunes window became unresponsive.  Suspecting MalwareBytes because of hi cpu, I experimented by turning off Ransomware Protection.  That stopped the issue.  After finding this post, I turned Ransomware Protection back on and added these 2 folders to exclude from detection as ransomware only:

C:\Program Files (x86)\Common Files\Apple

C:\Program Files\Common Files\Apple

That solved my itunes problem also.  So thanks everyone for posting here!

Windows 10, MalwareBytes 4.04.49, Update package 1.0.17956,  Component package 1.0.793

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@allenahl

That's great news that you also have fixed the issue with iTunes by allowing the folder exclusions to Malwarebytes and selecting from detection as ransomware only. Hopefully Malwarebytes R&D team has enough information that is needed to release a new updated Malwarebytes version after beta testing is done to also fix other issues too.

@tetonbob Thank you for your quick support!

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Thanks everyone for the feedback. We've identified the issue and have been working on a fix. We hope to have this available in an upcoming update.

In the meantime, please keep the two folder exclusions for C:\Program Files\Common Files\Apple and C:\Program Files (x86)\Common Files\Apple in place to mitigate the issue.

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On 1/20/2020 at 8:18 PM, LiquidTension said:

Thanks everyone for the feedback. We've identified the issue and have been working on a fix. We hope to have this available in an upcoming update.

In the meantime, please keep the two folder exclusions for C:\Program Files\Common Files\Apple and C:\Program Files (x86)\Common Files\Apple in place to mitigate the issue.

Hi, would like to just say that me and another 4 other users are having the same issue as shown here

I know a fix is on the way but I hope it can be asap because I don't feel very safe excluding folders from protection, especially when i'm on Windows 7.. I know I know it is my fault for staying on an EoL OS but I just hope things can be faster, thank you  

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24 minutes ago, wolnavi said:

I don't feel very safe excluding folders from protection, especially when i'm on Windows 7

Excluding the Apple folders are probably going to be OK.

Have you tried the current beta to see if it helps?

You can install it by enabling the option for beta updates near the bottom of the General tab found under settings which you can access by clicking the small gear icon in the upper right area of the main Malwarebytes UI.  Once enabled, scroll back near the top of the same tab and click the Check for updates button and allow it to download and install the new update, then restart your system, remove the exclusion you created and test to see if the issue is resolved.

Edited by Porthos

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10 minutes ago, Porthos said:

Excluding the Apple folders are probably going to be OK.

Have you tried the current beta to see if it helps?

You can install it by enabling the option for beta updates near the bottom of the General tab found under settings which you can access by clicking the small gear icon in the upper right area of the main Malwarebytes UI.  Once enabled, scroll back near the top of the same tab and click the Check for updates button and allow it to download and install the new update, then restart your system, remove the exclusion you created and test to see if the issue is resolved.

Installed the beta with versions:

- Malwarebytes version 4.0.4.49
- Update package version 1.0.18156
- Component package version 1.0.804

and removed exclusions but issue is still there... Re-added the exclusions and problem is backed to solved, so beta didn't fix it

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I was told by staff to leave the exclusions in until the latest updated version of Malwarebytes came out and then it would be safe to delete the exclusions then. 

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36 minutes ago, wolnavi said:

and removed exclusions but issue is still there... Re-added the exclusions and problem is backed to solved, so beta didn't fix it

We will have to wait till the next one.

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I will correct myself by saying that staff didn’t tell me what update would have the fix and I just assumed that it would be the next update. It has already been told by staff in posts that they have found the issue of what is wrong.  So that’s all I can go by. 

Edited by Hardhead

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@ Malwarebytes staff

I take it that the component update today posted here doesn't address the iTunes backup issue.

Please update this thread when that takes place.

Thank you,

Hardhead

Edited by Hardhead

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17 minutes ago, Hardhead said:

@ Malwarebytes staff

I take it that the component update today posted here doesn't address the iTunes backup issue.

Please update this thread when that takes place.

Thank you,

Hardhead

This update doesn't address the iTunes backup issue for me but excluding the Apple folders works. Hopefully this issue will be fixed soon.

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On 1/28/2020 at 12:08 PM, Hardhead said:

@ Malwarebytes staff

I take it that the component update today posted here doesn't address the iTunes backup issue.

Please update this thread when that takes place.

Thank you,

Hardhead

Yes that component update version 1.0.804 doesn't fix this issue.

The new component update version 1.0.810 for beta also doesn't fix it

New iTunes for Windows version 12.10.4.2 also doesn't fix it

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Please note that the 1.0.810 is not a beta component update. An explanation on this can be found here: https://forums.malwarebytes.com/topic/256151-mb4-v10810/?do=findComment&comment=1359070

The fix for this issue is not present in the latest Malwarebytes for Windows component update. We hope to have this available shortly.

When the fix is available, it will be mentioned in a forum announcement.

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22 minutes ago, LiquidTension said:

Please note that the 1.0.810 is not a beta component update. An explanation on this can be found here: https://forums.malwarebytes.com/topic/256151-mb4-v10810/?do=findComment&comment=1359070

The fix for this issue is not present in the latest Malwarebytes for Windows component update. We hope to have this available shortly.

When the fix is available, it will be mentioned in a forum announcement.

 

Oh I see, I thought it was beta because I am currently turned on beta updates and clicked “Check for updates” and thought that version was beta

 

Alright thanks 

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