Malwarebytes Browser Guard - Unable to Add to Basket while shopping

[darkbackground]

I ran into this issue on Tuesday, Nov 24, 2020. I checked today and it still happens.

I was unable to add anything to my basket while shopping online at orvis.com. So far, this is the only site where I've had this problem.

I can access the site and sign on but when I click on Add to Basket, nothing happens. I check the basket, it's empty. I've tried this on Firefox, Chrome and MS Edge with the same result. I attempted to contact the web site but questions get routed to the customer representatives. I have not been able to reach their tech support.

I didn't find anything after a google search for: orvis unable to add to basket.

After I click on My Account/Sign In but before I enter any credentials, I get this message.

Checking your browser before accessing orvis.com.

This process is automatic. Your browser will redirect to your requested content shortly.

Please allow up to 5 seconds…

This clears after a few seconds and I get the screen to enter my email and pwd.

After signing on multiple times, trying to add something to my basket, I finally got this message from their site, displayed in my browser.

Error 1015 Ray ID: 5f76248cfb6227dc • 2020-11-24 21:15:00 UTC
You are being rate limited
What happened?

The owner of this website (www.orvis.com) has banned you temporarily

Today, Thursday, Nov 26, I tried disabling Malwarebytes Browser Guard (MBG) on MS Edge. MBG is the only extension I have on MS Edge. I was then able to add something to my basket.

I have not tried Firefox or Chrome because I again received the above message about being rate limited and temporarily banned. This only happens at sign on, if I'm not signed on, I can access the site w/o a problem - except for purchasing anything.

I am not getting any warnings or alerts from MBG.

I'm on Windows 10 ver 2004

I have Malwarebytes version 4.2.3.96   Update package version 1.0.33454  Component package version 1.0.1122  Last updated 11/26/20 8:16 am

I have Malwarebytes Browser Guard version 2.2.16

Firefox 83.0 (64-bit) Firefox is up to date

MS Edge Version 87.0.664.47 (Official build) (64-bit)

Chrome Version 86.0.4240.198 (Official Build) (64-bit) when I checked Chrome updated to Version 87.0.4280.66 (Official Build) (64-bit)

I assume/hope this has something to do with the specific site but I unable reach their tech support and even if I could I would not know what to tell them.

Thank-you.

[gonzo]

Please send debug logs from Browser Guard. They can be downloaded from the Support screen. In order to correct this, I must be able to see exactly what caused the issue.

[darkbackground]

Thank-you, I've attached the log after changing the file extension jsonl to txt

BG-Logs_v2.2.16_2020-11-26_134118773.txt

[gonzo]

In your forum post, you mention the date 2020-11-24.  Your log begins on 2020-11-26, so there would not be anything in the log that is relevant to the date in question.  I need data that shows the issue as it happens.  You may also be able to get the information without logs.  Please do this:

• Do the steps that cause the failure to occur.
• As soon as it does occur, click on the Browser Guard icon in your address bar. The Browser Guard screen will appear. The Current website panel should show you information relevant to the failure.
  • If a website URL is shown, make a screenshot.
  • If you see a list of ads/trackers, look for one that appears in red (they should be black).  The red one is likely causing the issue.
  • If you do not see anything that matches what I have described, STOP IMMEDIATELY and get me logs.  Log information multiplies faster than rabbits, so being able to find the information is critical.

Sorry to have to ask for this extra stuff, but troubleshooting a Browser Guard block is sometimes challenging, particularly if it is a silent block as you are experiencing.

[darkbackground]

Thank-you Michael, I will try tomorrow. As I wrote, I am being rate limited and temporarily banned by that site. I believe the ban is for 24 hrs.

Does the log start each day or each session with a particular browser?

Appreciate your help.

[gonzo]

I believe each browser should have its own, but I'm not completely sure.  If you start with a fresh browser session, you will start with a brand new log. (Just verified that one to be sure)

[darkbackground]

I tried today on MS Edge and it added the item to my basket. I tried on Firefox and it did not. I started Firefox, went to orvis, logged in, brought up an item, clicked add to basket and nothing happened. There were no ads/trackers in red. Attached are the screenshots(2) and the log.

BG-Logs_v2.2.16_2020-11-27_10461221.txt

[gonzo]

I have not forgotten you.  I am attempting to get assistance in understanding the nature of the failure.  The logs look appropriate, but I cannot see the source of the failure.  We are also experiencing another issue that is impacting the efficacy of Browser Guard right now.

This is a heavy shopping time and I don't want you to miss a sale. What I would recommend on a temporary basis is to disable protection for ADS/TRACKERS and see if you can complete your transaction.  I see that you are using Amazon's Smile program.  There is a chance that it uses a special-purpose tracker to be able to track your purchase as it may pertain to the charitable function of that program.  We block trackers and advertising, but if it is essential, that could block the process.  Please know that is me thinking out loud rather than being an authority on how the Smile program works.  I'm just trying to help the best way I can until I can do it properly.

[darkbackground]

Thank-you for the update Michael. If/when I want to shop at orvis again, I will either use MS Edge, where the problem stopped happening, or do as you suggested and temporarily disable ADS/TRACKERS.

I think I've finished my holiday shopping for now. I appreciate your follow-up.

[gonzo]

Sorry it took so long.  I kept holding out for the information that never came.  You should not be penalized for that.