Resolution to iTunes backup session failure caused by MalwareBytes Premium 4.0.4 Ransomware Protection

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Level 1

6 points

Resolution to iTunes backup session failure caused by MalwareBytes Premium 4.0.4 Ransomware Protection

I recently called Apple Support for help on an iTunes (v12.10.3.1) issue. I would plug my iPhone 6S Plus mobile into the USB (Windows 10 Pro OS) port to sync my phone. I would immediately get an error "iTunes could not back up the iPhone NAME because the backup session failed."

I went through hours of reading/acting upon Apple Communities ideas and finally called Apple support. After an hour we were getting no where, so the tech gave me some more ideas to try. Nothing seemed to work. I finally stumbled upon the fix. The latest version of MalwareBytes Premium 4.0.4 was causing the issue. To resolve the backup error, I right clicked on the MalwareBytes icon in my task bar and removed the check mark for Ransomware Protection to turn it off. iTunes then performed the backup and did the sync process.

I have not found a place to exclude iTunes in MalwareBytes, so I will just toggle the check mark for Ransomware for now. I do not suspect that MalwareBytes Free 4.0.4 would cause this issue as it does not have the Ransomware feature active.

Hope this helps someone! Thank you Apple support for trying to help!

Windows, Windows 10

Posted on Jan 10, 2020 10:08 AM

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Answer 1

Top-ranking reply

ShinnTech Author

Level 1

6 points

Feb 17, 2020 5:20 AM in response to ShinnTech

I finally found a resolution to this issue.

1) Open MalwareBytes

2) Click the Gear icon in the top right

3) Click the Allow List tab

4) Click the Add button

Click Allow a file or folder

Click the Select a folder button

Navigate to C:\Program Files (x86)\Common Files\Apple

Click the Done button

5) Repeat step #4 with this folder: C:\Program Files\Common Files\Apple

Exit MalwareBytes, plug in your phone and test the backup/sync process.

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Answer 2

Skcusime

Level 2

288 points

Mar 30, 2020 3:26 PM in response to canuck_cat

This issue has been fixed in the latest version of Malwarebytes 4.1.0.

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Answer 3

HaCoz

Level 1

4 points

Jan 16, 2020 4:46 AM in response to ShinnTech

THANK YOU for posting this!!!! I am/was having the same problem. I uninstalled and reinstalled iTunes, a BUNCH of times, thinking that was the problem. Then, I just happened upon a moment where Malwarebytes was not running, and everything ran perfectly in iTunes. And every time I've synced successfully since, it's been when Malwarebytes is shut down. Instead of uninstalling and reinstalling Malwarebytes, I just shut it down when I need to sync my phone, and then I turn it back on. That is the quickest fix for this issue right now. I tried adding as many iTunes .exe files (i.e. apps) as I could to the Malwarebytes allowed app registry, and that didn't do it. Hopefully, this additional information helps some of you.

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Answer 4

hgpilot2

Level 1

42 points

Jan 14, 2020 7:42 PM in response to ShinnTech

Thanks for sharing - I had the exact same problem - spent about 3 hours uninstalling antivirus / reinstalling - finally uninstalled the latest Malwarebytes update and that did the trick! After reading your post I now know I can re-install and perform the same steps you did to disable Ransomware. Thanks again.

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Answer 5

ShinnTech Author

Level 1

6 points

Jan 14, 2020 7:30 AM in response to sd0114

I have been in contact with MalwareBytes and they email a stock response to exclude the iTunes program (iTunes.exe) and the entire iTunes folder at C:\Program Files\iTunes. Doing that gets the same iTunes error. I know I've had version 4.0.4 Premium for some time... I think a recent update to MalwareBytes may have caused the issue. I just keep unchecking the Ransonware Protection box when I need to backup/sync. I will let you know if I actually find the fix...

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Answer 6

Jan 17, 2020 4:50 AM in response to ShinnTech

I had the same problem today an it took me 4 hours for testing. :-( At the end I found out that Malwarbytes is the Problem. I use Malwarebytes Premium 4.0.4.49. Thanks Martin

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Answer 7

sd0114

Level 1

4 points

Jan 14, 2020 6:18 AM in response to ShinnTech

Thank you for sharing this. I was encountering the same problem and none of the other approaches I tried worked. Apple does outline that security software can sometimes cause this problem but I hadn't tried shutting down Malwarebytes, only looked at Windows Defender. Hopefully Malwarebytes provides an update soon and are aware of this problem.

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Answer 8

Feb 11, 2020 7:50 PM in response to ShinnTech

Thank you so much for sharing this!! I got a new computer recently and was wondering why my computer kept having trouble when my old computer didn't. Thanks to this, I can now temporarily fix the problem and back up my Apple devices again!!

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Answer 9

CD318

Level 1

4 points

Feb 1, 2020 7:20 PM in response to ShinnTech

Worked perfectly for me--THANK YOU!!!!!!!!!!!!!!

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Answer 10

Mar 30, 2020 10:31 AM in response to ShinnTech

You just made my day ShinnTech. I'd struggled with this for months and the answer was one protection-service-disabling-click away.

THANK YOU!

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Answer 11

ShinnTech Author

Level 1

6 points

Mar 31, 2020 3:15 AM in response to Skcusime

I have still found issues with this topic using MalwareBytes 4.1.0. I am so disappointed in the way MalwareBytes has handled my emails to their technical support. To the point that I have replaced MalwareBytes at many of my client sites and will most likely continue to do so. My trust in their product and support is now in the negative numbers.

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Resolution to iTunes backup session failure caused by MalwareBytes Premium 4.0.4 Ransomware Protection

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