Jump to content

4.3.0 stops Microsoft Outlook from Sending emails


Recommended Posts

  • 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


That's very strange since the rootkit scanning option only affects manual scans and scheduled scans; it has no impact on real-time protection.  That said, Malwarebytes may be loading the rootkit scanning driver into memory when the option is enabled and that could be what is causing the problem.

Just to test, please re-enable rootkit scanning and then try disabling the Web Protection module (you can do so by right-clicking on the Malwarebytes tray icon and clicking where it says Web Protection: On then clicking Yes if prompted by User Account Control), then wait around 30 seconds or restart the system to allow the protection to refresh, then try your email again to see if it now works.

It's also worth trying to restore the advanced options for Exploit Protection as those settings have been known to sometimes cause issues with MS Office applications, including Outlook.  To do so, open Malwarebytes and access settings by clicking the small gear icon in the upper right, then select the Security tab and scroll down to the Exploit Protection section then click the Advanced settings button and click the Restore Defaults button on the lower left, then click Apply and wait around 20 seconds for the protection to refresh, then test to see if Outlook works.

Please let us know how it goes and if either of those options makes any difference or not.


Link to post
Share on other sites


The rootkit solution actually did not work. I tried again and the emails were not going through.

I did follow your instructions and the RESTORE DEFAULTS seems to have fixed things.  I have sent 6 emails without issue.  Then tried rebooting and it is still working.

Thank you very much for your quick response!!



Link to post
Share on other sites

  • Root Admin

I'm glad that works for you, but seems odd because the clean removal process removed ALL settings so it has to go back to defaults.

I will report the behavior to our QA Team though just in case.

Is there anything else we can do to assist you then at this time?

Thank you again


Link to post
Share on other sites

Based on reports from other affected users, there appears to be some kind of issue where recent builds of Malwarebytes fail to honor the default advanced settings for Exploit Protection after install and this is corrected by using the Restore Defaults function; a clean install fails to correct it often times, likely because whatever is causing it has to do with the default configuration file that controls the settings.

I suspect this is also why affected users report that even though clicking 'Restore Defaults' fixes it, none of the settings in the UI actually appear to change, meaning the UI indicates that the settings are already configured to their default values even though they actually are not, and this also explains why many affected users report that they never modified any of the settings to begin with so they should have already been set to their default values from the start.

I've reported every case I've seen to the team, however I do not know what the current status of the issue is from the Dev/QA side.


Link to post
Share on other sites

25 minutes ago, AdvancedSetup said:

It's controlled by the following .json file which is deleted during the Clean Removal process by MBST



Yes, and I suspect that the .json file that gets installed/downloaded/created on a fresh install of the most recent builds is somehow getting corrupted or is incorrectly formatted, resulting in many users having this issue unless they manually restore defaults (which reverts to the settings in the known good/protected backup config files I believe).

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.