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Can't enable protection in Malwarebytes


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11 replies to this topic

#1 banditz

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Posted 19 October 2012 - 11:14 PM

Hi, I am having problems enabling the file and web protection in malwarebytes. It will update the definitions daily and I can manually scan. It does not auto detect nor is there an icon in the system tray. I did uninstall, clean and reinstall and can enable until I reboot then it is disabled again. Nortons and Malwarebytes both scan and find nothing.

I really don't feel protected right now as Nortons does not catch all.

I am running:
PC with xp sp3 and IE8.

Coulds I please get some help figuring out if I am infected of not?

It would be greatly appreciated.

Thanks,
Richard

Attached Files


Edited by banditz, 19 October 2012 - 11:18 PM.


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#2 Noviciate

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Posted 20 October 2012 - 05:17 PM

Good evening. :)

May I suggest that you post this problem at the Malwarebytes forum where they will be better able to troubleshoot the issue.

So long, and thanks for all the fish.

 

 


#3 banditz

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Posted 20 October 2012 - 07:15 PM

I really don't think it's a software issue. Something else maybe?

#4 Noviciate

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Posted 21 October 2012 - 02:02 PM

Good evening. :)

It's possible, but either way they will have a better idea of what may be causing it and will also benefit from the knowledge of the problem.

So long, and thanks for all the fish.

 

 


#5 banditz

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Posted 21 October 2012 - 03:58 PM

They are stumped on this too. They already had me do the uninstall reinstall. It will enable the protection until I reboot and then it's disabled.Something is disabling it, I just don't know what.

#6 Noviciate

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Posted 22 October 2012 - 02:32 PM

Good evening. :)

Can you post a link to the thread that you started there so that I can see for myself what they have had you do to try to resolve this issue - it will save me replicating steps.

So long, and thanks for all the fish.

 

 


#7 banditz

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Posted 22 October 2012 - 05:32 PM

I am doing support ticket, via email. Below are there replies:



From: Malwarebytes Support <support@malwarebytes.org>
To: Richard Drapinski <rdrapinski@yahoo.com>
Sent: Tuesday, October 16, 2012 8:07 PM
Subject: Malwarebytes Support ticket #279468


--------------------------------------------------------------------------------

Tom Mercado, Oct 16 05:07 pm (PDT):
Ok, thanks, I suppose were from the other day then.

We're still working on trying to see what's wrong here on this system.

I'll talk to the team on suggestions


--------------------------------------------------------------------------------

________________________________
From: Malwarebytes Support <support@malwarebytes.org>
To: Richard Drapinski <rdrapinski@yahoo.com>
Sent: Tuesday, October 16, 2012 1:41 PM
Subject: Malwarebytes Support ticket #279468


--------------------------------------------------------------------------------

Tom Mercado, Oct 16 10:41 am (PDT):
Thanks for the log Richard, not seeing the errors we were hoping to see.

The IP blocks are unrelated, are you trying to access a site when they appear or are the just popping up without any browser open?


--------------------------------------------------------------------------------

Richard Drapinski, Oct 16 09:33 am (PDT):
Here you go tom.

Still can not enable protection and no icon in the system tray.
Looks like it's blocking an ip from moscow?

Thanks, Rich



________________________________
From: Malwarebytes Support <support@malwarebytes.org>
To: Richard Drapinski <rdrapinski@yahoo.com>
Sent: Sunday, October 14, 2012 11:48 AM
Subject: Malwarebytes Support ticket #279468

Attachment(s)
protection-log-2012-10-16.txt
protection-log-2012-10-15.txt
protection-log-2012-10-14.txt



--------------------------------------------------------------------------------

Tom Mercado, Oct 14 08:48 am (PDT):
Thanks Richard for getting that done for us.

Let's check our logs for errors.

Please look in the following location for a file called PROTECTION-log-xx-xx-xxxx.txt' (x= dates) and attach the contents back for me to review. This info may give me an idea on how to address this issue on your system.

Open Malwarebytes Anti-Malware.

Once open, there will be a series of tabs, labeled in order:
Scanner | Protection | Update | Quarantine | Logs | Ignore list | Settings | More Tools | About

Click the 'Logs' tab.

From the list look for the last log and either double-click it or click the 'Open' button to view it.

Please save using the default Notepad format,
DO NOT USE WORD or any other office type of software.
DO NOT COPY & PASTE the log, send it as an attachment.

Send me a few days worth of these logs please.


--------------------------------------------------------------------------------

Richard Drapinski, Oct 14 07:38 am (PDT):
Hi Tom,

I installed the beta over my exsisting copy as you said. I rebooted, updated and ran a scan. It looked fine except no icon in system tray and it never showed up as a running service, but the protection was green saying it was enabled. I rebooted again and the protection is disabled again.

Very frustrating as I used the program all the time.

Thanks,
Richard


________________________________
From: Malwarebytes Support <support@malwarebytes.org>
To: Richard Drapinski <rdrapinski@yahoo.com>
Sent: Sunday, October 14, 2012 1:11 AM
Subject: Malwarebytes Support ticket #279468


--------------------------------------------------------------------------------

Tom Mercado, Oct 13 10:11 pm (PDT):
Thanks Richard

We now have a limited Beta version of Malwarebytes Anti-Malware which we believe addresses the issue. We'd appreciate it if you would install this version of the software **over the top of your existing version** and provide your feedback.

You can download that from here
http://forums.malwarebytes.org/index.php?app=core&module=attach&section=attach&attach_id=85541

The setup file is zipped. Extract the contents - mbam-setup-1.65.1.0006.exe
Install version 1.65.1.0006

Please let me know if this resolves the issue you've been experiencing or if any new issues emerge.


--------------------------------------------------------------------------------

Richard Drapinski, Oct 13 03:10 pm (PDT):
Un installed and re installed as you said again and still will not let me enable the protection.

Thanks,
Richard


________________________________
From: Malwarebytes Support <support@malwarebytes.org>
To: Richard Drapinski <rdrapinski@yahoo.com>
Sent: Saturday, October 13, 2012 11:39 AM
Subject: Malwarebytes Support ticket #279468


--------------------------------------------------------------------------------

Tom Mercado, Oct 13 08:38 am (PDT):
Thanks Richard, not seeing anything out of the ordinary in any of the collected data.

Let's run an clean out-uninstall and reinstall.

Please run the Malwarebytes uninstall tool linked to below and allow a reboot when prompted.
https://www.bleepingcomputer.com/download/malwarebytes-anti-malware/_clean

Then download the latest version of Malwarebytes Anti-Malware via the link below (all downloads and set up files are the Free version, registration unlocks PRO features):
https://www.bleepingcomputer.com/download/malwarebytes-anti-malware/

Save the file to your desktop then double-click it to begin installation. If you're using the PRO version you will need to re-register.

Should you need your key & ID, this information can only be obtained by our reseller, Cleverbridge.
http://helpdesk.malwarebytes.org/entries/20839638-why-is-my-payment-processed-by-cleverbridge

Tech support does not have any access to, nor info pertaining to any sales\shipping\user account\registration issues.

Let us know if this corrects the problem you're experiencing.


--------------------------------------------------------------------------------

Richard Drapinski, Oct 13 06:28 am (PDT):
Hi Tom,

Thanks for helping. Attached are the requested logs. I still can not get the protection enabled, nor a icon in the system bar.

Thanks,
Rich


________________________________
From: Malwarebytes Support <support@malwarebytes.org>
To: Richard Drapinski <rdrapinski@yahoo.com>
Sent: Thursday, October 11, 2012 9:34 PM
Subject: Malwarebytes Support ticket #279468

Attachment(s)
attach.txt
dds.txt
CheckResults.txt



--------------------------------------------------------------------------------

Tom Mercado, Oct 11 06:34 pm (PDT):
Hello and welcome to the Malwarebytes consumer helpdesk. Thank you for choosing Malwarebytes Anti-Malware as your malware security solution, my name is Tom Mercado and I'll be assisting you today.

Please reboot a time or two, see if that fixes it. If that fails let's collect additional information off the system to see if we can spot any issues.

Please download the MBAMCheck batch file from the link below. Save this it to your desktop, double-click it to run, and then attach the log generated to your next reply. These results will give us some detailed installation parameters for Malwarebytes software.
https://www.bleepingcomputer.com/download/malwarebytes-anti-malware/_check

Please save using the default Notepad format,
DO NOT USE WORD or any other office type of software.
DO NOT COPY & PASTE the log, send it as an attachment.
Reply to THIS ticket, DO NOT create a new one.

Please download DDS from the link below and save it to your desktop:
http://download.bleepingcomputer.com/sUBs/dds.scr

*Disable any security software before running(excluding Malwarebytes)
*Steps to disable some common security applications(no need to disable Malwarebytes, it will not cause any issues):
http://forums.whatthetech.com/index.php?showtopic=96260
Please double click dds.com to run the tool. (File name will be different if alternate download used).
Vista & Windows 7 users: You must right click on the file above and select "Run As Administrator" to run the tool.
A black window(DOS window) will open with some instructions/comments.
When done, DDS will open two (2) logs:
DDS.txt
Attach.txt

Send both please.


Please save using the default Notepad format,
DO NOT USE WORD or any other office type of software.
DO NOT COPY & PASTE the log, send it as an attachment.
Reply to THIS ticket, DO NOT create a new one

Name of file to be attached into your next reply:
dds.txt
attach.txt
checkresults.txt

Please reply only to this ticket, do not create new tickets for the same issue. Support requests which have received no customer response within 7 days will be closed automatically.

Edited by banditz, 22 October 2012 - 05:46 PM.


#8 Noviciate

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Posted 23 October 2012 - 02:10 PM

Good evening. :)

The processes that you are undergoing with the MalwareBytes helpdesk are going to be the same ones that you would be doing here, so I don't see any benefit in replicating any of the steps that you are being asked to do by them. I suggest that you follow the instructions that they give you and allow them to resolve the issue.

So long, and thanks for all the fish.

 

 


#9 banditz

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Posted 23 October 2012 - 05:42 PM

Ok, thanks.

I guess while I am waiting I will just run some tools to see if they find anything that could be causing this. The computer seams fine except the browser closes every now and then. I still beleive I have something lerking on my system.

You can close this if you feel there is nothing you can do.

#10 banditz

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Posted 28 October 2012 - 09:42 AM

It's been another 5 days and I still can not enable the malicious website blocking and filesystem protection.

Malwarebytes support must have given up, it's been over 10 days since I heard from them.

Others have this issue too, so did anyone get this fix?

If I if I un-install, clean, re-install,register and reboot it will let me enable all the protection, but once I reboot again it is disabled.

Is there any fix?

Thanks

#11 Noviciate

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Posted 28 October 2012 - 03:57 PM

Good evening. :)

Given that you have paid for this option I would contact them again and see what they have to say.

So long, and thanks for all the fish.

 

 


#12 banditz

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Posted 03 November 2012 - 09:30 PM

Please closed this thread, seems like no one knows.

Thanks




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