Jump to content

Malwarebytes is blocking taking screenshots in the game Final Fantasy XIV


Recommended Posts

Whenever I try to take a screenshot in the game, I receive an error "Screenshot Failed". According to Google, this is caused by your Antivirus Ransomware Protection which is blocking access to My Documents folder in Windows 10, which is the folder where Screenshots are saved by the game. I've tried excluding FFXIV folder, the game .exe and My Documents folder from Malwarebytes' detection, but I'm still not able to taking screenshots in the game. Any tips how to remove Ransomware Protection from My Documents (this seems to fix the issue on other Antivirus Programs other than Malwarebytes)?

 

FFXIV Forums relevant thread:

https://forum.square-enix.com/ffxiv/threads/430648-Screenshot-failed

Link to post
Share on other sites

  • Root Admin

Hello @dragothica

Let's get the following logs so that we can review what might be going on.

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

 

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.