Malwarebytes cloud platform and Microsoft Security Essentials conflict

Document created by jyamada Employee on May 15, 2018
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Issue

Malwarebytes cloud platform and Microsoft Security Essentials are causing the computer to lockup after Security Essentials update.

 

Affected Products

  • Malwarebytes Endpoint Protection
  • Malwarebytes Incident Response

 

Affected Microsoft Antivirus Products

  • Microsoft Security Essentials (MSE)
  • Microsoft System Center Endpoint Protection (SCEP)

 

Initial Findings

The computer lockup was introduced when MSE and SCEP virus definitions were updated to versions 1.233.56.0 and onwards. After this update, MSE seems to lock up the computer when scanning certain system files that are also triggering Malwarebytes to scan the said files.

 

Solution

Add the following files as both Excluded Files and Excluded Processes inside of your affected Microsoft Antivirus Product.

 

Solution Steps

  • If your computer is responsive, complete steps 1-8.
  • If your computer is unresponsive, wait 10-15 minutes for it to become responsive and then complete steps 1-8.
  • If after waiting 10-15 minutes and your computer is still unresponsive, boot to Safe Mode and complete steps 1, 3-6 and then 8.

 

Alternatively, you can immediately boot into Safe Mode and complete steps 1, 3-6 and then 8.

  1. Open MSE/SCEP
  2. Disable Real-Time Protection: Settings > Real-Time Protection
  3. Exclude files: Settings > Excluded files and locations and add all the files listed in Malwarebytes cloud platform exclusions list.
    • Note: Make sure to use the full path to the file
  4. Click Save Changes
  5. Exclude processes: Settings > Excluded processes and add all the files in Malwarebytes cloud platform exclusions list.
    • Note: Make sure to use the full path to the file
  6. Click Save Changes
  7. Re-Enable Real-Time Protection: Settings > Real-Time Protection
  8. Reboot computer into Normal Mode

 

It is best to copy/paste the exclusions when adding them. 

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