Update Function Not Working Since December

[Mikeypxyz]

Both my wife's laptop and my own stopped updating Malwarebytes after 12/15/13.  The computers open and run scans fine but each time they open MB informs us that the database is out of date and when we click on "update" it runs an online check (our connectivity is good) and tells us the database we have is the latest so no update coming.  Click it again via the console, same thing. Have used the program for years and I know we haven't gone a month since updating. Hence, any help?  We both run Win7 64b and have Malwarebytes 1.75.0.1300 build 4/4/13. We also both have FixIt Utilities which recently added some anti-virus functions - though not back in December and they deny being the problem. I have added MB to the exceptions list just in case - but with no change.   Only thing I can think of is we switched our service provider from PennTeleData to CenturyLink for the winter back about the time of the freeze - maybe its just a  coincident on the timing.  CenturyLink support swears it is not them.  Any ideas? I did not try a manual download etc. as I don't want to have to do that regularly and would like to fix the problem.   Both our last updates were v2013.12.16   HELP! 

[daledoc1]

Hello and :
 
Sorry you are having trouble updating 2 computers running MBAM PRO.
 
Until the staff arrives....
 
The fact that this affects BOTH computers and that it started on the same day for both rigs suggests it could be either a block (firewall or other security program conflict) or something messed up by the "Fixit Utilities" (such tweakers/optimizers/cleaner/fixers are of no value and can damage the computer), or something with your ISP.
There are other explanations, such as infection, scheduler configuration, etc..
 
I understand that you want to resolve the issue, but a manual "check for updates" might at least confirm whether or not your computer(s) can contact the update servers.  It might help to narrow it down.
So, it might be worth a try?

If you do try and it doesn't work, please try to post back with the exact error message and/or a screen capture.
 
And you didn't mention what anti-virus and firewall programs you are running?
 
You might wish to try a clean reinstall on one of the rigs, using Option 1 here: MBAM Clean Removal Process
That sometimes fixes minor problems.
 
Otherwise, the staff will need some more system info.
To do that, please post back with the requested logs attached to your next reply.
They will provide some preliminary information to start trouble-shooting.
>>>>To avoid confusion, I would probably start with logs from only ONE of the two computers first.<<<<
 
Thanks,
 
daledoc1
---------------------------------


Step 1 -- Create an mbam-check log:

Download mbam-check.exe from HERE and save it to your desktop.
Double-click on mbam-check.exe to run it, it should then open a log file.
Please attach to your next reply the CheckResults.txt file which should now be located on your desktop.

Then, if you can, please also upload your 3 most recent Protection module logs:

In Windows XP, these logs are located in: C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\Logs
In Windows Vista/7/8, these logs are located in: C:\ProgramData\Malwarebytes\Malwarebytes' Anti-Malware\Logs



Step 2 -- Run DDS and create 2 logs:

Download DDS from one of the locations below and save it to your Desktop:
dds.scr
dds.com


Temporarily disable any script blocker if your Anti-Virus/Anti-Malware has it.
How To Temporarily Disable Your Anti-virus, Firewall And Anti-malware Programs

Once it is downloaded, you can disconnect from the Internet and disable your Ant-Virus temporarily if needed.
Then double click dds.scr or dds.com to run the tool.
Click the Run button if prompted with an Open File - Security Warning dialog box.
A black DOS console should open and run for a moment.

•  
• When done, DDS will open two (2) logs:
• • DDS.txt
  • Attach.txt

• Save both reports to your desktop
• Please attach both of the following logs to your next reply: DDS.txt and Attach.txt
  --->You can ignore the note about zipping the Attach.txt file in most cases.

[Mikeypxyz]

 Thanks friend.   We tried the removal tool you linked me to and did the clean new install you suggested. No need for the other stuff as everything is working perfectly now.  I guess we need to consider it was the FixIt Pro upgrade install that hunted down some MB code, or the really messy Kasperskey uninstall (it took hours and 3 different tools) that corrupted something vital. I vote for the FixIt. Thanks again.  Mike P.

[daledoc1]

Hi, Mikeypxyz:

 

Excellent!

Glad it's working OK now for you.

I assume both computers are working properly?

 

Yes, those tweaking/cleaning tools often cause more harm than good.

All the computer experts I know (especially here) discourage their use.

 

Please don't hesitate to let us know if you need anything else.

 

Cheers,

 

daledoc1

 

P.S. <off-topic> Sorry to hear about your Kaspersky uninstall problems.  I'm a long-time user myself, though hardly a geek.  Uninstalling their consumer products nowadays is generally pretty painless.  Their products do a better job cleaning up after themselves than in the past and their newer removal tool works well.

The trick (aka "best practices") is to close out the desktop gadget (if used), disable self-defense from the GUI (if possible), exit from the system tray icon (if possible), & then uninstall from Windows CP or start menu. Ideally, for a completely clean removal, especially during a major version upgrade, make sure you have your activation code handy and select "keep nothing" during the wizard.  It will ask to reboot. Typically, this is all that's needed. If you still have issues, download their KAVRemover tool, boot the computer into Windows Safe Mode, and run the tool. More help here.  User forum here.  Cheers!