Outdated database will not update

[tremayne]

This is apparently a software problem others appear to have had recently. Will Malwarebytes be looking into it? Service has up to a four-day delay and that seems dangerous in situations like this. I run a busy startup and I am not technical.

 

Sydney

 

 

[Maurice Naggar]

Hello and welcome to MalwareBytes forum.

 

I'll need more information to locate the source of the issue.
Please only ATTACH the log files I ask for.  
 

 

This tool will collect some information on the installation of Malwarebytes and create a report I need to review:
Download mbam-check.exe and save it to your desktop    from  http://downloads.malwarebytes.org/file/mbam_check
On Vista/Windows 7, 8, Right-click on mbam-check.exe & select Run as Administrator & allow to Run.
On XP,Double-click on mbam-check.exe to run it.
It should then open a log file CheckResults.txt
You should attach the CheckResults.txt file located on your desktop so that I can review.

 

 

Download DDS and save it to your desktop from here http://download.bleepingcomputer.com/sUBs/dds.com
or http://download.bleepingcomputer.com/sUBs/dds.scr

Double click dds to run the tool.  

DDS will run in a command prompt window and will take 3 to 4 minutes or so.
Follow and answer the prompts as appropriate.

When done, DDS will open two (2) logs: DDS.txt & Attach.txt
Save both reports to your desktop.
Please attach following logs in your next reply:  **DDS.txt**  +  **Attach.txt**

[Maurice Naggar]

Also, this is to confirm that we are looking into these type issues.

[tremayne]

Hello Maurice,

 

The files you are looking for are attached.

 

Sydney

Attach.txt

CheckResults.txt

DDS.txt

[Maurice Naggar]

Hello Sydney,

Could you please tell me if you had the self-protection on in the program { on the Settings >> Advanced Settings screen} ?
Also, did you do a Windows restart today ? when was the last time that Windows was started fresh?

I'd like us to try a manual "tweak" to see if we can overcome the current update-failure-issue.
First, lets shutdown the realtime Malwarebytes Anti-Malware. Go to the desktop Taskbar. See the blue-color MBAM icon in the notification area.
Do a Right-click on it with your mouse, and select EXIT.

I've attached a file for Malwarebytes configuration named **netconf.zip**
You will need to save it and then unzip the contents --- you should see net.conf


Please see if replacing the existing net.conf with this one works or not.

It needs to be copied to here

**C:\ProgramData\Malwarebytes\Malwarebytes Anti-Malware\Configuration**

That location is normally hidden in Windows so you will need to be able to see hidden files and folders.

See here if you need instructions
http://www.bleepingcomputer.com/tutorials/how-to-see-hidden-files-in-windows/

Before replacing your existing file, please copy it to another location and attach it when you reply.

When you copy the one I have attached, Windows will prompt you that another file with that name already exists - select to replace it.
When you have done the above, you will need to manually start the program to get it going.
Right-click on the desktop icon for MBAM and select Run as Administrator.

Please let me know if this helps to fix the issue.

If that doesn't help, do you have another Windows user administrator account that you can log into and try the update from there?

If you don't have another administrator account, try your normal account and right click the Malwarebytes desktop icon and select Run as Administrator.

Thank you

netconf.zip

Edited June 6, 2014 by Maurice Naggar