Proactive Threat Protection is not functioning

Hello, I'm hoping some can help.

I have a remote user whose SEP is malfunctioning. After uninstalling and reinstalling, it gave the message "Proactive Threat Protection is not functioning correctly due to the File System AutoProtect status."

I also ran Malwarebytes which found some malicious stuff and removed it. I tried reinstalling SEP again and it gave a message that the firewall was malfunctioning.

What would cause something like this? Is there anything else to look at before I have him send the laptop in for reimaging?

Thanks.