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Malwarebytes is blocking and deleting my Word documents

sophie707
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sophie707

sophie707

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Malwarebytes is blocking and deleting my Word documents - documents I create myself.

I have the latest version of Windows 10 (October 2020 Update), Surface Book 1 laptop.

I have included Winword.exe in the list of allowed apps through Controlled Folder Access (but it is Malwarebytes blocking Word).

How can this be fixed?

Lately, Malwarebytes seems to be a virus; rather than protecting one from viruses.

 

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Malwarebytes

Malwarebytes

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***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:

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  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:

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If you are having licensing issues, please do the following: 

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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

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Porthos

Porthos

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27 minutes ago, sophie707 said:

How can this be fixed?

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

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.

 Let me know if that clears up the issue or not.

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Porthos

Porthos

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7 minutes ago, sophie707 said:

I think I fixed the issue.

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
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sophie707

sophie707

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Posted
13 hours ago, Porthos said:

Can you please collect and upload as an attachment the diagnostic data using our MBST?

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

I initially did a repair using the Support Tool, and thought everything was fixed.

So removed the Microsoft Office folder from the "Allow List".

But after I was working on another Word document, and tried to save it - Malwarebytes blocked and deleted it!!!

Attached is the zip file.

mbst-grab-results.zip

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exile360

exile360

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Posted

This may be due to a known issue with recent versions of Malwarebytes which causes some of Malwarebytes' default settings for Exploit Protection to fail to be honored.  It can usually be fixed by following the instructions below, assuming you decide to reinstall Malwarebytes of course:

Please open Malwarebytes and navigate to settings by clicking the small gear icon in the upper right, then select the Security tab and scroll down to the Exploit Protection section.  Once there, be sure that the option to block penetration testing attacks is set to Off, then click the Advanced settings button and click on Restore Defaults located at the bottom of the advanced settings dialog.

Once that is done, wait around 30 seconds or so for the protection to refresh itself, then test to see if the issue has been resolved and that you no longer receive an alert from Exploit Protection.

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