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Malwarebytes blocking my internet access


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Hey, I`m new on Malwarebytes Forums, and I have a problem on my malwarebytes...

Ever since I updated it from the version 4.x to version 5.x my internet access has been blocked. I`ve done some research and found that Malwarebytes is causing the issue, and the solution didn`t confort me at all... Disable the Web Protection Service. I`ve went to the bottom of the topics and didn`t found a solution where i can have Web Protection On and some other configuration changed to make it work. 

Has someone figured this out? Like, you have every service on malwarebytes online and the internet conection working?

I`ve changed a lot of configurations, even de-installing and re-installing the Malwarebytes, but it keeps locking my internet conection.

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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
  • 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:

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  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.

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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

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@GLGVAL

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

 

Disable-Fast-Startup  Windows 8,10 or 11 only.<<<<< Important.
https://forums.malwarebytes.com/topic/299350-disable-fast-startup/

Then please restart the computer and then do the following. <<<<< Important.

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
  • Close all programs and browsers before running the 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


image.png.79d4442a821713608fa60808a98c2e69.png 

image.png.98d86a6c3017d2bbba48877ea4f6ba45.png

Thank you

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Yes, that is correct, I`m using the 14 trial day experience. Im testing it to apply on my clients, but surprise, it didn`t work.
Nowadays my clients are on Avast Premium Security, I`ve heard a lot about malwarebytes and decided to give it a shot.

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3 minutes ago, GLGVAL said:

I`m using the 14 trial day experience.

The log shows the trial is over and it has been converted to the free version which has no web protection.

You also have Avast which is known to conflict with Malwarebytes.

Quit Malwarebytes from the system tray icon by right-clicking on it and tell me if the internet works again.

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Porthos, I've already done this test, and it works only if I disable the Malwarebytes.
With only Avast, it works perfectly.

The reason I opened this topic, is to see if somebody has malwarebytes and other antivirus installed and done it work together. The point is that Web Protection seems to be the problem, cause it´s just disabling it, the navigation works.
 

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12 minutes ago, Porthos said:

You also have Avast which is known to conflict with Malwarebytes.

 

1 minute ago, GLGVAL said:

With only Avast, it works perfectly.

Have you tried uninstalling Avast restarting and see if Malwarebytes alone has issues?

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Let's use the same support tool and do a clean uninstall and reinstall. Use only the support tool and not other tools like REVO.

 

Please close all browsers and programs before running the tool.<<<<< Important.

Once done, it will attempt to reinstall Malwarebytes. click no and exit the support tool and restart the computer.

After the uninstall and restart check connectivity.

image.png.21c1963d2f7def4547e56974097e04fd.png

 

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1 minute ago, GLGVAL said:

tried to reinstall him with the tool support, and this error just has been shown up 

 

14 minutes ago, Porthos said:

Once done, it will attempt to reinstall Malwarebytes. click no and exit the support tool and restart the computer.

I asked you NOT to install it.

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49 minutes ago, GLGVAL said:

I've also added on Avast the Malwarebytes files and shares. As you can see below.

You still have a network issue.

Do the following and I will ask @AdvancedSetup to assist you.

Scan with Farbar Recovery Scan Tool
https://forums.malwarebytes.com/topic/306601-scan-with-farbar-recovery-scan-tool/

 


Scan with FSS Farbar Service Scanner
https://forums.malwarebytes.com/topic/306736-scan-with-fss-farbar-service-scanner/

 


Scan with SecurityCheck by glax24
https://forums.malwarebytes.com/topic/307301-scan-with-securitycheck-by-glax24/

 

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I've done the three tests you told me about, and it didn't worked.

It only worked when I disabled the integration of Malwarebytes with the Windows Defender Security, then the internet worked normally.

My guess is that Malwarebytes is conflicting with Windows Defender Service, causing this non-stoppable network failures.

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  • Root Admin

Due to the lack of feedback, this topic is closed to prevent others from posting here.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this topic. Other members who need assistance please start your own topic in a new thread.

Tips to help protect from infection

Thanks

 

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