[ RESOLVED ] Malwarebytes causing Excel files (which are encrypted) to be "corrupt"

[JBG4]

I then try to open it with the Exce auto recovery - but further error message says its corrupt. When disable MWB it opens fine

 

 

[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
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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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[1PW]

Hello @JBG4 and welcome back:

While you are waiting for an expert/staffer to reply, please download/run/reply with the results from the Malwarebytes Support Tool's grab for analysis:

• 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 GUI, click Advanced.
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine.
• Soon a zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply.

Thank you.

[JBG4]

Here are the Logs....mbst-grab-results.zip

[Porthos]

5 hours ago, JBG4 said:

When disable MWB it opens fine

Please open Malwarebytes and go to security and exploit settings and click advanced.

Click Restore defaults and then click apply. Chose Malwarebytes and restart the computer for good measure.

Then see if it fixes the issue.

 

[JBG4]

Already did this based upon old MWB forum advice - didnt help

[Porthos]

Just now, JBG4 said:

Already did this based upon old MWB forum advice - didnt help

Get a normal log from Malwarebytes showing the detection and post it here.

[JBG4]

I am not sure what a "normal" log is, but there is nothing in the Detection History - I have enabled "Event Log Data" but no idea where these logs are stored. I can run Farbar if that would help?

[Porthos]

12 minutes ago, JBG4 said:

I am not sure what a "normal" log is

You can find Scan and Protection logs within the Malwarebytes 4 program in the following location

 

 

RTP stands for Real-Time Protection and is where automatic protection operations would normally be logged

 

 

If you click on the View option you should get something similar to the following with other options available.

 

 

 

 

Thank you

 

[JBG4]

as I said, there is nothing in the Protection History so hence no logs there to review and share

[JBG4]

its not blocking the opening of the file - somehow its making the file appear corrupt - but its not as when I close down MWB the file opens normally

[Porthos]

1 minute ago, JBG4 said:

its not blocking the opening of the file - somehow its making the file appear corrupt - but its not as when I close down MWB the file opens normally

Lets do 2 things.

First,

Lets use the same support tool and do a clean uninstall and reinstall.

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

Next, After reinstall, restart the computer.

Then create exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues.  Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to show hidden files and folders to see it).

 

 

 

[JBG4]

😃all good (🤞)- thanks!!!

[Porthos]

2 minutes ago, JBG4 said:

😃all good (🤞)- thanks!!!

It is working now?

[JBG4]

yes - all good now

[Porthos]

4 minutes ago, JBG4 said:

yes - all good now

Be sure to not mess with the default settings in the advanced exploit section.

[AdvancedSetup]

Closing this topic as it's been resolved.