Parental Control Software Not Working

[Furio]

I use Qustodio to prevent unwanted content being accessed on my son's laptop. I never had an issue before until I realized Malwarebytes blocks the program from working properly. Qustodio only works when I uninstall or turn off Malwarebytes. I have added the Qustodio file to the safe list and even the application itself, but that did not work. Any suggestions besides a different malware program? Thanks!

 

 

[Malwarebytes]

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[exile360]

Greetings,

To try and correct this issue we'll need to figure out which component of Malwarebytes is blocking the program, then we should be able to either create the right kind of exclusion, or disable the specific module that is blocking it so that you may use both programs together without issues.

Please replicate the issue where the software is blocked from working, then do the following so that we may take a look and hopefully determine why Malwarebytes is blocking the program:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

Also, if you see any block notifications from Malwarebytes that will be most helpful.  If there aren't any then it is possible that one of the protections in Malwarebytes is conflicting with the program without detecting or blocking it as a threat.  If that is the case then we'll need to determine which component of protection is blocking it and disable that particular module or create the right kind of exclusion.  To that end, please try disabling each protection module in Malwarebytes one at a time and testing to see which one allows the program to run when it is disabled.  To disable protections in Malwarebytes right-click the Malwarebytes tray icon and click on one of the 4 protections listed and click Yes when prompted by User Account Control to disable the individual protection, then test to see if the program is able to work and once you discover which of the 4 modules is at fault please let us know and we'll go from there.

Thanks

[peterward13]

I am also having this problem. I've used Malwarebytes and Qustodio together on my children's computers for years without problem. However, something changed a few weeks ago and I have spent a couple of hours troubleshooting it. It is clear that Malwarebytes is the problem and as a Premium Member, I need you to fix this ASAP.

[Porthos]

18 minutes ago, peterward13 said:

I am also having this problem. I've used Malwarebytes and Qustodio together on my children's computers for years without problem. However, something changed a few weeks ago and I have spent a couple of hours troubleshooting it. It is clear that Malwarebytes is the problem and as a Premium Member, I need you to fix this ASAP.

Please follow the instructions above your post.

[peterward13]

Okay, here are the Malwarebytes logs.

Good news! Turning the "Web Protection" toggle off made it start working correctly again. So far, even after turning Web Protection back on, Qustodio is still working correctly. I'll update here if anything changes.

mbst-grab-results.zip

[peterward13]

Oh, well it stopped working again as soon as I posted my reply. But the Web Protection is definitely what's preventing Qustodio from properly monitoring browser activity. I'd appreciate a fix for this soon so that the browser can be both monitored AND protected.

[Porthos]

3 minutes ago, peterward13 said:

So far, even after turning Web Protection back on, Qustodio is still working correctly.

I would suggest the following.

If you have not already add the folder C:\Program Files (x86)\Qustodio to folder exclusions.

I also suggest turning off fast startup in Windows. Then restart. It can cause issues with programs working correctly.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

[exile360]

To exclude an item from Web Protection you actually need to exclude the individual file/process and select the option Allow an application to connect to the Internet as described in that section of this support article and browse to the folder where the parental control software is installed and select the file/process that actually connects to the internet.  Once it has been excluded it should then be able to connect after the protection in Malwarebytes refreshes after the exclusion has been created (it usually takes anywhere from a few seconds to a minute depending on your system's speed).

[Porthos]

28 minutes ago, exile360 said:

To exclude an item from Web Protection you actually need to exclude the individual file/process and select the option Allow an application to connect to the Internet

The user already did that as shown in the logs.

Quote

Web Exclusions:
C:\Program Files (x86)\Qustodio\qapp\QHelper.exe    
C:\Program Files (x86)\Qustodio\qapp\QAppTray.exe    
C:\Program Files (x86)\Qustodio\qapp\QReport.exe    
C:\Program Files (x86)\Qustodio\qapp\rlsp32.exe    
C:\Program Files (x86)\Qustodio\qapp\rlsp64.exe    
C:\Program Files (x86)\Qustodio\qproxy\qengine.exe    
C:\Program Files (x86)\Qustodio\qapp\QUpdateService.exe    
C:\Program Files (x86)\Qustodio\qproxy\QRegisterWFP.exe    

 

 

[exile360]

OK, then creating a general exclusion for the application's program folder should not be necessary as exclusions of that type do not apply to the Web Protection component.

[LiquidTension]

Hello,

This is indeed an issue caused by Web Protection. Unfortunately, adding an "Internet application" exclusion was not found to mitigate the issue during a testing.

We have an open defect filed for this issue and hope to have it addressed in a future update. In the meantime, to workaround this issue, you will either need to leave Web Protection disabled or revert to an earlier Component package version (1.0.750).

[HSSM]

Any updates on this?  I just installed Qustodio last night and see discovered this issue as well.

How do I revert to earlier component package version?

[Porthos]

36 minutes ago, HSSM said:

How do I revert to earlier component package version?

Uninstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install. Say no and close the tool

Get the earlier component package version, which will allow you to keep Web Protection enabled.
You can download this from here: https://malwarebytes.box.com/s/z6cravnwptrzx5tyjw36jq6zt6c7apsx

Once installed, you will need to disable the two update options found in Settings -> General -> Application updates to prevent the product from updating back to the affected version.

[LiquidTension]

Hello @HSSM, @Furio,

Please let us know how you get on with the latest version of Malwarebytes. You should by now have component package 1.0.875 installed, which can be checked by accessing Settings -> About -> Component package version. If this isn't installed, please manually check for updates and verify it's installed.

We'd love to hear how you get on with this version and if it addresses your issue or not.

[pxwell]

I have this issue too. Was this ever fixed? I have latest version 4.1.2.

 

Thanks Pete.

 

[LiquidTension]

Hi @pxwell,

I've sent you a private message with follow-up information.

[SHAYpc]

HII

i have the same promblem with qustodio

when i turn off the web protection- qustodio is working

when it is on- qustodio not working

what should i do? is there any soulution?

i have the latest version of malwebytes

im attaching my zip file from the supourt tool app

mbst-grab-results.zip

[Bullfrog1]

Hi, everyone. I can't believe the Malwarebytes people didn't search their own blog for the answer to this question.

Short version of the story is this: Qustodio (and a bunch of other parental control software) uses a software module that compromises the security of your device.

You may be familiar with the "lock" icon in your browser indicating that your transaction is secure on banking websites, and when you buy stuff on Amazon, etc.

The software module in question can intercept that process and completely fake the whole thing, tricking your browser (or other devices) into showing the "lock" icon.

Someone with access to the same network as you (for example, in Starbucks), who knows what they are doing, can use the weakness enabled by this software module to observe the usernames and passwords that you enter on websites, among another things.

The details are here: https://blog.malwarebytes.com/cybercrime/2015/02/superfish-fallout-raises-privacy-concern-over-parental-control-apps/

This is why Malwarebytes is blocking Qustodio and other programs. In my case, it was SecureTeen for Android.

The companies offering these apps may not have ill intentions. Monitoring a device requires reducing its security to some degree. But they are using a software module that, instead of carefully restricting access to you, actually makes the device more vulnerable to people with bad intentions.

Last note: The vulnerability of your device would be highest on a Wi-Fi network in a public place, like Starbucks, McDonalds, the airport, or a hotel.

In my estimation, it's unlikely Malwarebytes will remove the block on these apps and programs anytime soon.