Jump to content

Occasional Mwbytes Premium problem with Firefox, Windows 10


Recommended Posts

Every once in a while I'll start up Firefox and literally none of my tabs will load their pages.  This doesn't seem to affect Edge for some reason. The reason I figure it's a problem with Malwarebytes Premium is that when it happens, if I turn off web protection (which of course Mwbytes complains about), when I try to start it again I get an error message.

The only thing that fixes the issue is to reboot the computer entirely.

Link to post
Share on other sites

  • Staff

***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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

Link to post
Share on other sites

28 minutes ago, Papageno said:

Every once in a while I'll start up Firefox and literally none of my tabs will load their pages.

We need to get information from this machine in order to have the proper detail to help you forward.
 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 and is only available to authorized members and the original poster

Can you please follow the directions from the following KB article and post back your logs so that we can review

Upload Malwarebytes Support Tool logs manually

Link to post
Share on other sites

Hi @Porthos and thanks for the reply.  Do you prefer that I email the resulting zip file in (with the logs) or should I attach it to a post here?*

*The problem I described is only intermittent, and happened a couple of days ago the last time. I think I've also observed that it only happens when there's an update of MBAM, but not certain of that.  The link you provided says that I should wait for an email sent by the Malwarebytes support team.

Link to post
Share on other sites

31 minutes ago, Papageno said:

OK, here you go. Thanks.

First you are out of date.

Quote

Controllers Version:     1.0.867

Also there are files pending a restart. Do a manual update(see below) and restart the computer.

Then I suggest turning off web protection for a few days and report if that solves the issue.

 

Check for updates.png

Restart.png

Link to post
Share on other sites

How strange, I had those settings configured as you've indicated, but the program hadn't notified me.  BTW, having turned the web protection off temporarily, is there any way to get MBAM not to pester me about it every time I start Firefox?

I've gone ahead and done as you instructed. We'll see if the problem recurs. It's very intermittent in any case, and rebooting the computer always fixes it.

Link to post
Share on other sites

5 minutes ago, Papageno said:

but the program hadn't notified me

The company has program updates pushed through the normal updater (the one that checks for database updates) metered in such a way that it is throttled so not every user is offered the new build once it has been released, so it becomes a matter of probability and is somewhat random.  This means that you might be offered it early, or it might take a really long time before it is offered to you, it just all depends.  Basically a luck of the draw kind of deal.

 

6 minutes ago, Papageno said:

is there any way to get MBAM not to pester me about it every time I start Firefox?

 

2020-04-18_22h19_43.png

Link to post
Share on other sites

Thanks, I should have figured the notification part out for myself. Alas, despite turning off web protection the problem just recurred yesterday: No tabs would load at all in Firefox until I rebooted. I checked for updates to MBAM before doing so, but there were none. I'm sorely tempted to unregister MBAM from the Security Center in Windows and turn off all real-time protection, turn Defender back on and just schedule a weekly scan with MBAM.

Link to post
Share on other sites

27 minutes ago, Papageno said:

just schedule a weekly scan with MBAM.

I want you to test something. Turn off all scheduled scans. Restart and run ONLY manual scans followed by a restart before you do anything else.

Another user is having success with this. Also a few of my clients are as well.

You should also be able to resume web protection as well.

Link to post
Share on other sites

16 minutes ago, Papageno said:

So to make sure I understand: turn off scheduled scans, reboot the computer, then only run a manual scan with MBAM occasionally, followed by a machine reboot?

That is correct. Once I can demonstrate that is a viable solution the developers can look deeper into the issue and its cause.

Since I do not work for the company I do not know if this has been considered at all (scanning causing the issues) and it is a relativity small amount of users being affected.

Link to post
Share on other sites

  • 1 month later...

To revisit this topic, the problem recurred, but honestly I wasn't all that diligent about rebooting every time I did a scan. Why is that particularly important? Does web protection (the thing that seems to screw up Firefox on occasion) get turned on somehow when doing a manual scan?

Link to post
Share on other sites

Just now, Papageno said:

I wasn't all that diligent about rebooting every time I did a scan.

That just seem to help with some users. I have not ran a scan more than 2 times this entire year. I trust the real time protection paired with Windows Defender.

Link to post
Share on other sites

On 6/11/2020 at 7:00 PM, Porthos said:

I suggest turning off fast startup in Windows. Then restart.

 

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

Well, currently, I see the Turn on Fast Startup and Hibernate boxes unchecked, so I'm good, right? I think I turned it off for another issue that's popped up recently (monitor not receiving signal after coming back from sleep).

And to answer your other question, whenever I do a manual scan I make sure to have MBAM Premium update to the latest version.  I just checked and the version is 4.1.0.56,  update p.v. 1.0.25464, component p.v. 1.0.931.

Anyway, I went ahead and turned off real-time protection and unregistered the program in the Security Center, so Windows Defender is now the real-time cop on the beat.

Link to post
Share on other sites

  • 4 weeks later...

Been having the SAME issue for weeks now - problem started happening after the Windows 2004 update - Firefox tabs would NOT load, even after restarts.  I did the same thing and turned MB off, but WHY isn't this issue fixed and WHY did I pour my money for premium MB down the drain?!?!?

Link to post
Share on other sites

1 minute ago, Candygirl777 said:

WHY isn't this issue fixed and WHY did I pour my money for premium MB down the drain?!?!?

Each computer is different. Not all users have issues.

We need to get information from this machine in order to have the proper detail to help you forward.
 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 xxx.xx.exe to run the report
        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!"

    Do NOT use the button “Start repair” !
    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, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

Link to post
Share on other sites

Patience is needed in every situation.   Further, this Thread-topic is quite old.

The current release version of the Malwarebytes for Windows is doing well.

One should not use old postings by other posters as a snap judgement.  There are differences between machines.  As well as differences in customers usage patterns on the computers.    And there is always the situation where some folks do not do regular machine start-ups.

Beyond that, some customers are best helped by expert guidance to do a new clean re-install of the Malwarebytes for Windows.

The latest release Version is 4.1.2.73     with Component 1.0.976

Also see  this pinned post  https://forums.malwarebytes.com/topic/261111-performance-issue-with-windows-10-2004/

and also see this Knowledge Base article for additional information.

Edited by Maurice Naggar
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
 Share

  • Recently Browsing   0 members

    No registered users viewing this page.

Back to top
×
×
  • 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.