Jump to content

RTP detection in Outlook2019 on Win10Pro-64bit

Recommended Posts

Going through recently received emails in Outlook2019 I get to one incoming email and it triggers an RTP detection.  It causes OL to stop, does not allow any emails to be deleted.  I can restart OL, but all the previous emails seen before the event are still there.  Upon repeat of action, it always happens at the same email.

Problem is, there are no hints or instructions in MWBs to indicate what I should do to get beyond the problem.  I've tried right-click options to try to delete that email:  not successful. 

I'm attaching the screen captures.  Would really like to know what to do next.  Not sure if it's something in OL, something in MWB, or something in the email.  Either way, it's like no one wrote instructions regarding how to handle the issue.

Thanks in advance.Capture1.JPG.cc9a6215b4f68ad09e3d00302817468c.JPG




Blocked Website.txt Malwarebytes Arrest.txt

Link to post
Share on other sites

  • Staff

***This is an automated reply***


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:

  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.













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


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

4 minutes ago, RickyO said:

Would really like to know what to do next. 

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.

Link to post
Share on other sites

Okay; it seems to have fixed the issues.  Do you think it was the email, or MWBs, or Outlook???


BTW, when the tool reinstalled MWBs, it kind of messed up my license counts:  It's not showing all the machines I have it installed on.  Which way to fix it?  I can think of more than one option, but don't want to screw something up out of ignorance.


Thanks again.

Link to post
Share on other sites

3 minutes ago, RickyO said:

Do you think it was the email, or MWBs, or Outlook???

It was Malwarebytes.

3 minutes ago, RickyO said:

it kind of messed up my license counts:  It's not showing all the machines I have it installed on.  Which way to fix it?  I can think of more than one option, but don't want to screw something up out of ignorance.

As far as I know, It should not have messed the counts.

It may take a bit of time on the portal to reflect it. But that is something that should be discussed with support in private with a support ticket.

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.
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.