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UPDATES NEVER REENABLE REAL TIME PROTECTION


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In the last 6 months, only ONE TIME have our machines NOT required us to completely uninstall Malwarebytes with the support tool and reinstall it to make Real Time protection come back on after an update. Three different machines, same BS.
I am strongly considering contacting the FTC about your practices. RTP DOES NOT STAY ENABLED AFTER UPDATES PUTTING ME AT GREAT RISK AND FORCING ME TO COMPLETELY REINSTALL THE PROGRAM.
This is a very well known issue.
And when even trying to go to your site to start this complaint, I got blocked by your own damned program!! (I sent screen shots to support about this fiasco).
AFTER 15 minutes, AFTER a restart, AFTER the update, the RTP is just spinning and refuses to enable, and this has become the NORM after updates. This is completely infuriating that I have to go through this nonsense for a supposedly reputable app and that I have to go through it on nearly every update on three different machines.
I have recommended MWB to many people and have probably signed up 10 new customers for your paid version in the last year or two. THEY aren't gonna know that RTP isn't enabled for them after an update, they are novices! They are not protected, and your company should have their pants SUED OFF for this issue.
I most certainly won't be paying you any more for this nonsense. This has just totally irritated me too many times, like uh, TEN in the last year or so. BECAUSE UPDATES JUST DON'T WORK TO REENABLE RTP. Good god, fire the DIPS doing your updates and get some people who know what they're doing and STOP THIS NONSENSE. I'm done with you.

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  • 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
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  1. Download Malwarebytes Support Tool
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  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.
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  • Root Admin

Hello @smtips

I'm sorry to hear that you've been having an update issue. Can we please get logs from one of the systems that has been having this issue.

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

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  • Root Admin

Thank you for the logs @smtips

Not sure if you're aware but this particular computer is infected by a hack designed to pirate Windows. If you like I can write up a script to try to clean up the computer and remove the unwanted items.

This could very well be the reason you're having issues updating on this computer.

Let me know

Thanks

 

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I'm not sure I know what you mean by "infected by a hack designed to pirate Windows." This makes no sense. Why wouldn't malwarebytes pick up something like this? You are saying my computer is compromised but this is the first I heard of anything, so WTH is going on? I use Windows Security which should be fine and I use Malwarebytes Premium and these don't pick up something? This is just great.

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Okay I just updated my other computer at a different location, and it's fine and did not give me this issue this time. But did several times in the past. I have no idea what factor may be causing this.

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  • Root Admin

This file listed here in the logs is designed to attempt to license Microsoft Windows and is not a legitimate file from Microsoft.

IFEO\osppsvc.exe: [Debugger] SppExtComObjPatcher.exe
IFEO\SppExtComObj.exe: [Debugger] SppExtComObjPatcher.exe

Again, if you like I can help you to clean the computer if you like. Otherwise this computer may possibly continue to experience update issues

Thanks

 

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Okay, so it appears I was sold a computer that didn't have a legitimate copy of Windows on it. I will deal with that person and make them buy me a legit copy of windows to reinstall.

I'm more concerned NOW with the fact that you're telling me that MWB doesn't update properly because of those two files you mentioned and now I'm concerned where my data is going. I'm also concerned you're calling them infections but your program never picked them up as such. The machine has been working flawlessly in all other aspects except this ongoing problem with these updates.

Your direction here definitely belabors the question: Does Malwarebytes contact Microsoft licensing servers when doing an update? What kind of information is shared with Microsoft if so? Privacy is important to me. If it isn't shared with MS, then how can this possibly affect the fact that I've seen repeated times on 3 different computers that this issue happens? The computers always run great. This is the only thing there is ever a problem with. Spinning forever and not reenabling Real Time protection until I remove MWB completely and reinstall it.

And why are other people now responding to this ticket saying they will forward it to the "Windows experts?"

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  • Root Admin

Malwarebytes does not take the position of being the software police. I call them threats because I've seen these hacks change and alter the operation of a computer.

Without the FRST logs showing what's running on the system we wouldn't know as we do not scan or track your system like that.

I've helped many people remove this garbage from their computer, if you wish to keep it then by all means keep it. It's your computer to do with as you please.

I can review the logs further to see if something else may be an issue here but most users I've alerted to this kind of junk being on their computer are usually happy to have me help them remove it.

 

We have several people on the forums that attempt to help other new members get support faster so they will alert someone such as myself or other members that might be able to assist.

I will go review your logs further and see what I can find.

Thanks

 

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  • Root Admin
On 5/25/2021 at 10:28 PM, AdvancedSetup said:

This could very well be the reason you're having issues updating on this computer.

 

 

I did not say it was the cause, but I have seen these hacks mess with the startup and operation of the computer. There are many of them and each operates a different way.

 

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  • Root Admin

Unfortunately the mbclean process was run which has removed much of the logging required to possibly track down the issue.

May I suggest that if you do run into this update issue again, instead of immediately running the tool to do a clean install, that you open a Consumer Support Ticket and have someone help you track down the root cause.

Let them know you've had an ongoing issue and don't want to just do a clean removal.

Thank you

 

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