Browser Guard issue

[MBUSR]

Im using Malwarebytes Premium on Windows 11 with the Browser Guard extension. There is a lock icon on "Content Control" and "Import and Export". When clicking on them it says that I have to upgrade to Premium version. Im using already the Premium version of Malwarebytes. Previously it worked by "Factory reset" the Browser Guard extension but after restarting computer it goes back to with the lock on them again. I have tried to reinstall the Browser Guard extension and it works until I restart the computer. I have tried also to reinstall Firefox but again it goes back to the lock on them. Im not sure what is causing this? Any working fix for this? Thanks in advance.

[Porthos]

@MBUSR

Please do the following so that we may take a closer look at your system.

 

Disable-Fast-Startup Win 10/11
https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

Then please restart the computer and then do the following.

WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper

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. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run.
• 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 the Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply

 

Thank you

[MBUSR]

@Porthos 

Please check your inbox :)

[MBUSR]

Here is an update. I have access to "Content Control" and "Import & Export" now but there is still an "Lock" icon on them. When clicking on "Statistics" tab on the Dashboard there is an "Lock" icon on "Content" and "Show more history": When clicking on them it tells me to upgrade to Premium. I have Premium already. It works fine on Edge Browser. It just dont work properly with Firefox. The only thing that have worked is to "Clear Browser Guard storage" from "Support" section but after restarting Firefox the issue comes back. Dont know if its a Firefox issue or Browser Guard issue? Anyone using Malwarebytes Browser Guard extension with Firefox can say if it works for you properly without the issue I have?

I have already contacted Malwarebytes support and been testing some possible solutions but we still have not found anything that works. I was hoping if someone would knew the cause of this issue and know how to fix it? Thanks in advance.

[MBUSR]

I have also noticed when I use "Clear Browser Guard storage" I can see in the Dashboard that the Browser Guard blocks Ads and Trackers but when restarting Firefox and the issue comes back the Browser Guard does not block anything. It does not do its job whith the issue im having.

[Porthos]

I need a new set of logs.

[MBUSR]

3 minutes ago, Porthos said:

I need a new set of logs.

I can provide that but im not comfortable sharing it publicly. If its alright with you I can send it via PM?

[Porthos]

Go ahead. Keep in mind there is nothing in them that can cause ou harm and I am not the only one that might need to see them.

[MBUSR]

14 minutes ago, Porthos said:

Go ahead. Keep in mind there is nothing in them that can cause ou harm and I am not the only one that might need to see them.

Sent. Check your inbox from our previous PM. As long as its shared among people associated with Malwarebytes is fine with me. Thanks for trying to help me. I appreciate it :)