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knguyen1

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About knguyen1

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  1. Hello @Zaza123 This error is notifying the user that the client could not reach the update server. This is caused by several possible items. Access limiting devices. SSL proxy / filtering / inspection features blocking connection or allowing access but altering packets. Proxy in use in Windows but not set within the Malwarebytes program to be used. Outdated Certificates. Corrupted Winsock. Resolution: Perform the following as needed to address the cases particular root cause(s). Keep in mind, there can be more than one! Allow the update URL through any access limiting devices. Explicitly whitelist the update URL for and SSL proxy / filtering / inspection features within a network appliance. Set the Windows proxy in use into Malwarebytes. Update the Certificates. Run a Winsock fix. Assuming your are using the Malwarebytes Management Console - If your company’s Internet access is controlled by a firewall or other access-limiting device, you must grant access for Malwarebytes Management Console to reach Malwarebytes services. These are: https://data.service.malwarebytes.com Port 443 outbound https://data-cdn.mbamupdates.com Port 443 outbound https://hubble.mb-cosmos.com Port 443 outbound https://*.mwbsys.com Port 443 outbound https://telemetry.malwarebytes.com Port 443 outbound At the bottom left corner of the Management Console, what version does it say you have? Go to Policy -> Select the policy your clients are on -> Updater. Are you configured here for "Download signature updates from the Internet"? Click on Proxy inside of here and confirm those settings are correct. Is the proxy also configured in Windows? In the Management Console, go to Clients, and select one of the affected clients. Under Client Info, what does it say for Managed Client version? How many of your clients are affected? Please let me know if you are not using a Management Console and are just using the standalone Malwarebytes Anti-Malware instead. Most of the suggested solutions still apply but a few different questions may need to be asked.
  2. Hello @LicenzeSoftware I have created a ticket for you in our Business Support Channel and reached out to you via e-mail to get additional information as well as log files. Please check your e-mail. Thank you !
  3. No problem @RobNicholson-Helios. I apologize for the delay and understand the confusion that this new change may have caused. We are always open to hearing your feedback and suggestions. There is now also a Send Feedback button at the bottom left corner of the cloud console where your words will be heard directly by our engineers if you wish to share any additional feedback.
  4. Hi MagCCB, Yes! Thank you for posting this to the forum as well. I had a feeling additional folders may have been created during the installation which is why I suggested C:\Users\*\AppData\Local\Temp\InstallFolder\** Thank you again and have a great day!
  5. Hi @MagCCB I will be e-mailing you through our support ticketing system so that we can further review this. We may request log files so we can further investigate. Please keep an eye out for your e-mails!
  6. Hello @Chevelles240, As @exile360 was saying, the scan logs will appear inside of C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\Logs Please let me know if you need anything else!
  7. Hello @tdickert It may be too late now since you've already reinstalled with a different package, but Malwarebytes Anti-Malware will not show up as a separate program inside of Apps/Programs & Features that can be uninstalled or checked upon. If it was in fact still on the machine, it should have been located here - C:\Program Files (x86)\Malwarebytes' Anti-Malware Malwarebytes Anti-Malware 1.80.2.1012 is the correct version for the product you are using. The Managed Client will be 1.9.3671 (you can find this in Apps/Programs & Features as well as by selecting each client in the Management Console). The build date is also correct. Go to the update tab and ensure that your database is currently up to date. After the reinstallation, do you still have Anti-Exploit and Anti-Ransomware installed?
  8. Hello @RobNicholson-Helios The search function has become a little more granular and the search by name button has moved as of a few weeks ago. There is a filter icon to the right of the word "Endpoints". Please click there and type the name of the endpoint you wish to find. Please let me know if that answers all of your questions!
  9. Hi @DanJordan, Thank you for reaching out to Malwarebytes. Due to the complexity of the situation, I have opened up a ticket with you through our support channel and will continue working with you through there. Please check your e-mail shortly!
  10. Hi Brian, I saw your new replies being created as new tickets and have replied to you. Something may be fixed now so please try rebooting, and if that doesn't work, reinstall. Let me know afterwards. I sent you a new e-mail with new procedures to grab logs as well. Thank you!
  11. Hello @holmebrian I have opened a ticket with our Business support team and have requested logs from there. Please check your e-mail regarding generating and uploading log files for us to investigate. Thank you!
  12. No worries! I will reach out to you via e-mail shortly.
  13. Hi Scoutt, My apologies for the confusion regarding cloud as this was posted in the cloud product forums. I do see that you just opened up a ticket through our business support channel. Let us continue troubleshooting through there as further investigation may be necessary.
  14. Hi @scoutt Since you have two Anti-Virus programs, you may want to add exclusions into McAfee for our products - https://support.malwarebytes.com/docs/DOC-1652 Here is a list of McAfee items you will want to add to our exclusion list as well - https://support.malwarebytes.com/docs/DOC-3311 I suspect there may be a conflict when you have both installed. Go to your start menu, type services.msc and navigate down to Security Center. Is this set to disabled when you have both McAfee and Malwarebytes installed? Try setting it to automatic and rebooting. Go to your start menu and type "Virus & Threat Protection" and open that. Does it say anything like Malwarebytes or McAfee is turned on? You may want to go to cloud.malwarebytes.com -> Settings -> Policies -> Select the Policy or Policies your machines are on -> Let Malwarebytes apply the best Windows Action Center settings based on your system (recommended). If there is a similar setting in McAfee, you may want to investigate the different options that are offered there as well.
  15. Hello @tgafcorp Due to the nature of this issue, I have opened a ticket through our business support channel and you should have received an e-mail from me. Let us please continue troubleshooting there as logs and samples may be required. Thank you.
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