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Norton Blocking MBAM ?


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6 replies to this topic

#1 mikey11

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Posted 05 January 2016 - 12:45 PM

i was working on a computer for a friend, just doing a general cleanup,
 
the computer already had norton installed and active,
 
i ran adwcleaner which came up and removed a bit, but not an excessive amount,
 
next i installed MBAM and tried to update it, i get an error messege....
 
"can not connect to update server" (or something similar, cant remember exact wording)
 
i had this problem before on another computer and i disabled the A/V software and firewalls and it worked, but that didn't seem to work on this computer,
 
same thing happens even in safe mode,
 
i ran a scan with noton and it didnt come up with anything, i installed AVG and ran a scan, it too found nothing (then removed AVG)

Edited by Queen-Evie, 05 January 2016 - 02:32 PM.
moved from Windows 7 to the appropriate forum


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#2 ScathEnfys

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Posted 05 January 2016 - 07:28 PM

Have you tried checking the hosts file to make sure no entries that may block cleaner updates are present? On a normal computer you should only see two entries for "localhost". Odd that only MBAM would be blocked though...
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#3 quietman7

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Posted 05 January 2016 - 08:27 PM

Malwarebytes Anti-Malware works well and should run alongside anti-virus software without conflicts. In some rare cases, you must add exclusions for both the anti-virus and Malwarebytes in their respective exclusions list.

These are typically the files in various operating systems which can be added to your anti-virus exclusion list when experiencing issues using the Premium version of Malwarebytes 2.x.

For 32 bit versions of Windows XP, Windows Vista, Windows 7 & Windows 8:

  • C:\Program Files\Malwarebytes Anti-Malware\mbam.exe
  • C:\Program Files\Malwarebytes Anti-Malware\mbamdor.exe
  • C:\Program Files\Malwarebytes Anti-Malware\mbampt.exe
  • C:\Program Files\Malwarebytes Anti-Malware\mbamresearch.exe
  • C:\Program Files\Malwarebytes Anti-Malware\mbamservice.exe
  • C:\Program Files\Malwarebytes Anti-Malware\mbamscheduler.exe

For 64 bit versions of Windows Vista or Windows 7 & 8:

  • C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe
  • C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamdor.exe
  • C:\Program Files (x86)\Malwarebytes Anti-Malware\mbampt.exe
  • C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamresearch.exe
  • C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe
  • C:\Program Files (x86)\Malwarebytes Anti-Malware \mbamscheduler.exe

Note: If using a software firewall besides the built in Windows Firewall you'll need to exclude mbam.exe, mbamservice.exe and mbamresearch.exe from it as well.

Note: Once the above is done, make sure that if either of the programs has any sort of web filter, that you add the following as a trusted site:
data-cdn.mbamupdates.com
You may need to check your anti-virus user manual for specific instructions on how to add files to the exclusion list if not familiar with adding files.

When you're having issues with Malwarebytes, one of the other solutions generally suggested by the Help Desk to try first is to uninstall/reinstall as follows:If that does not resolve the problem, then the Malwarebytes Anti-Malware development team recommend you start a new topic in the Malwarebytes Anti-Malware Help Forum and report them there.
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#4 mikey11

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Posted 06 January 2016 - 09:23 AM

thanks,

 

i realize i can add the files to the excluded list, but i completely disabled norton a/v and also the firewall and it still did not work, wouldn't that be the same or better then adding the files to the excluded list?


Edited by mikey11, 06 January 2016 - 09:23 AM.


#5 MoxieMomma

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Posted 06 January 2016 - 10:43 AM

i was working on a computer for a friend, just doing a general cleanup,
 
the computer already had norton installed and active,
 
i ran adwcleaner which came up and removed a bit, but not an excessive amount,
 
next i installed MBAM and tried to update it, i get an error messege....
 
"can not connect to update server" (or something similar, cant remember exact wording)
 
 

 

In addition to @quietman's expert advice....

 

1) Reboot the computer once or twice.

2) Please check the system's date and time to be sure they are correct.

3) Does this computer have a Qualcomm Killer Network Card e2200?

 

Please post back with your findings after those 3 steps.

 

Thanks,

 

MM


Edited by MoxieMomma, 06 January 2016 - 10:44 AM.


#6 mikey11

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Posted 07 January 2016 - 08:34 AM

 

i was working on a computer for a friend, just doing a general cleanup,
 
the computer already had norton installed and active,
 
i ran adwcleaner which came up and removed a bit, but not an excessive amount,
 
next i installed MBAM and tried to update it, i get an error messege....
 
"can not connect to update server" (or something similar, cant remember exact wording)
 
 

 

In addition to @quietman's expert advice....

 

1) Reboot the computer once or twice.

2) Please check the system's date and time to be sure they are correct.

3) Does this computer have a Qualcomm Killer Network Card e2200?

 

Please post back with your findings after those 3 steps.

 

Thanks,

 

MM

 

 

1 - rebooted over 10 times

2 - yes correct

3 - no



#7 quietman7

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Posted 07 January 2016 - 08:51 AM

As I noted above, you should report this to Malwarebytes so they can help with investigating.

...If that does not resolve the problem, then the Malwarebytes Anti-Malware development team recommend you start a new topic in the Malwarebytes Anti-Malware Help Forum and report them there.

If one of the Staff or Honorary Members ask you to run some "Diagnostic Logs", please refer to this topic and post the logs in your original Malwarebytes topic, not here.

I would also contact ...
* Norton (Symantec) Live Chat Support
* Norton (Symantec) Phone Support <- requires completing a form to obtain the phone number to call a Norton agent
* Norton (Symantec) Product Support
* Norton Community Users Discussion Forum
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