Adding exclusions...by server address, port number or Win OS executables?

[Bendmac]

I recently changed from Carbonite to IDrive for doing a cloud backup of my files on several home computers protected with Malwarebytes Premium. IDrive was added AFTER I already had Malwarebytes installed. Initially, there were no issues in doing backups, either manually or pre-scheduled.

Recently, however, when I went to do a backup (either manually or pre-scheduled), the IDrive process would be terminated within about 30 seconds, leading to a "failure" report on the backup. IDrive suggested turning any anti-virus off; by turning Malwarebytes OFF, I was able to do complete backups so it does appear there is some sort of "conflict" between IDrive and Malwarebytes. However, turning off Malwarebytes off means that I can't do pre-scheduled backups during "off hours" as with Malwarebytes on, it will resort to the same failure. Why it worked initially and is now failing remains a mystery. Curiously, I received no "alerts" that there was any kind of any issue, like the popups you might get when a Pup is blocked, etc.

IDrive sent me a "firewall guidance" document. This includes three areas which might be added as exclusions so that Malwarebytes doesn't kick the IDrive backup process off. IDrive advises, "In case you need to configure firewall permissions manually, allow the following IP addresses, TCP port numbers and executables". These include:

1. Server addresses (five numeric strings, plus one .com web address);

2. One port number;

3. Six .exe executables for Windows OS

Does this mean I have to input ALL of that information into Malwarebytes so no conflict occurs, or is there one or two that will do the trick? I understand how to ALLOW when there is an issue but that's a bunch of information to input!

Curious to see if anyone else has had this issue...some advice and instructions would be GREATLY appreciated! :-)

[Malwarebytes]

***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
• 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:

Spoiler

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.

Screenshots:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

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

Spoiler

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

[Porthos]

16 minutes ago, Bendmac said:

3. Six .exe executables for Windows OS

I would exclude these. Do both sections I marked to be safe.

 

[Bendmac]

Thanks so much for the response. I'm a little bit "computer challenged" when it comes to this kind of stuff, so a couple of questions:

 

1. Under "allow file or folder"...would this be one of the .exe applications listed in #2 below, or the "" listed in server addresses? There are also five (5) numeric strings listed under server addresses as well.

2. Under application...would that be the six .exe items under "Executables for Windows OS" that IDrive sent me? Things like "id_win.exe", "idwutil_000.exe", "id_tray_exe", "id_service_exe", "idevsutil.exe" and "idsync.exe"? Just don't know if it's one in particular or if all six should be added.

Thanks! Sorry to be a bit of a dunce but this is all a bit confusing to a casual user... ;-)

[Porthos]

38 minutes ago, Bendmac said:

Under "allow file or folder"...would this be one of the .exe applications listed in #2 below

These on both sections of Malwarebytes that I mentioned.

You should not have to worry about the server address's . But you could if you see the need.