Stops working when trying to update datebase

[connopt]

installed 2.0.2.1012 over previous version.

Can't get it to update datebase.

Used clean uninstall tool.

Tried chemeleon.

 

Would be grateful for any help or suggestions

 

 

[connopt]

scan results attached

 

 

Addition.txt

FRST.txt

CheckResults.txt

[daledoc1]

Hi:

 

Welcome.

 

While we look at your logs, please try the fix in this pinned topic: What to do: Runtime error - database stuck on 2014.03.04 - program stopped

It has resolved the issues for most users who have reported this problem.

 

Please post back and let us know how it goes.

 

Thanks,

[connopt]

HI

 

Thanks for the fast reply

 

Tried "What to do : Runtime error............................." to no avail

[daledoc1]

Hi:

 

Thanks for the update.

 

Just to be check:

Are you sure that you followed all the steps in this pinned topic: What to do: Runtime error - database stuck on 2014.03.04 - program stopped?

 

One other thing to try would be this other method: Internal error: Expression error 'Runtime Error' / External exception E06D7363

 

If that also doesn't work, please re-run both tools for a fresh set of diagnostic logs: Diagnostic Logs

When you re-run FRST again, please be sure there is a check-mark for "Addition.txt" under the Optional section.

Then, please post back with the 3 new logs.

 

Thanks for your patience,

[connopt]

Hi

 

I tried both suggestions and the problem remains..

 

new logs attached

 

Thanks

Addition.txt

FRST.txt

CheckResults.txt

[daledoc1]

Your log shows a date and time of:

 2014/07/23 00:23:06

 

In the Western Hemisphere, it's still 07/22.

 

Are you somewhere far away, where the date is already 07/23 and the time is nearly midnight?

 

If so, then we will need to wait for staff to review your logs, as I don't see anything obvious.

If not, then you might need to check your system date and time.  That is one major reason for update failures.

 

Thanks,

[connopt]

Hi

 

System Date and time are correct....I'm in Ireland.

 

Thanks

[daledoc1]

Oh, well.
We'll need to wait for a staff member to analyze your logs, as I don't see anything else obvious in your logs preventing the updating.
 
One other thing you might try is to add mutual exclusions between MSE and MBAM.
It was suggested earlier, but I'm not sure if you had a chance to try it. Strictly speaking, it's not "necessary", but it cannot hurt.
The screenshot below shows an example (using my security program, KIS) of how to add the MSE folder to MBAM exclusions.
And the instructions below list the MBAM files to exclude in MSE and your firewall.
Let us know if you need help with this.
 
If you prefer, please feel free to head over either to the help desk or to the malware removal removal section of the forum.
The expert helpers there can assist you with taking a deeper look at your system, for free.
To do so, please start with the advice in this pinned topic: Available Assistance for Possibly Infected Computers.
 
Thanks very much for your patience,
-----------------------------

Please exclude the following files from your Antivirus Software for your version of Windows:


For 32 bit versions of Windows XP, Windows Vista, Windows 7 & Windows 8:

• C:\Program Files\Malwarebytes Anti-Malware\mbam.exe
• C:\Program Files\Malwarebytes Anti-Malware\mbamdor.exe
• C:\Program Files\Malwarebytes Anti-Malware\mbampt.exe
• C:\Program Files\Malwarebytes Anti-Malware\mbamservice.exe
• C:\Program Files\Malwarebytes Anti-Malware\mbamscheduler.exe
   

For 64 bit versions of Windows Vista or Windows 7 & 8:

• C:\Program Files (x86)\Malwarebytes Anti-Malware\mbam.exe
• C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamdor.exe
• C:\Program Files (x86)\Malwarebytes Anti-Malware\mbampt.exe
• C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamservice.exe
• C:\Program Files (x86)\Malwarebytes Anti-Malware \mbamscheduler.exe

Note: If you are using a software firewall besides the built in Windows Firewall, you'll need to exclude MBAM.EXE and MBAMSERVICE.EXE from it as well.

Note: Once that's done, please make sure that if either of those programs has any sort of web filter, that you add the following as a trusted site:

data-cdn.mbamupdates.com

 

[Firefox]

Lets see if we can tell what's going on, this will require a little bit of work from you....

Create a Full Crash Dump using Sysinternals Process Explorer:

• Please download Sysinternals Process Explorer from here and save it to your desktop.
  • Note: If using Windows Vista or Windows 7 then you also need to do the following:
    • Right-click on ProcExp.exe and select Properties
    • Click on the Compatibility tab
    • Under Privilege Level check the box next to Run this program as an administrator
    • Click on Apply then click OK

• Double-click ProcExp.exe to run it.
• Once the crash happens, leave the error window open and find mbam.exe in the process list in Process Explorer and right-click on it and hover your mouse over Create Dump and select Create Full Dump...
• Save the mbam.dmp file to your desktop and close Process Explorer
• Right-click on the mbam.dmp file you just created and hover your mouse over Send To and select Compressed (zipped) Folder
• Attach the ZIP file you just created to your next reply if it is small enough. If it isn't then please upload it to a file sharing service such as WeTransfer and provide the download link for the file in your next reply
• Let me know when your ready to upload the file and I will give you some instructions for that....

[connopt]

Hi Firefox

 

Please see attached

 

Thanks

 

 

[connopt]

Hi Daledoc1

 

thanks for all your help

[daledoc1]

Hi Daledoc1

 

thanks for all your help

You are most welcome.

Let's see what the product team can determine from your crash dump -- thanks for taking the time to post it.

[Firefox]

Thanks for the logs, they are being analyzed.... once that is done, I suspect someone will come by and post the findings.

[cmoore68]

Hello Firefox,

 

I'm having the same problem as connopt.  I have tried Chameleon, I have done everything in the previous posts, and now I have my dump log from Process Explorer saved into a compressed folder.  How to I upload it onto this feed?  I do not see the attach button like I usually see in e-mails (the paperclip)?

 

Thanks

[Firefox]

Hi, and , cmoore68:

Sorry to hear you are having issues.

Each computer is unique.

Problems that sound "the same" most often are not.

The same is true for solutions.

They most often need to be individualized.

It is less confusing for everyone if we try to stick to "one user per topic".

Please start a NEW, SEPARATE topic using the button. (where we can help you in your own topic)

The staff and experts will be able to more easily provide both you and the OP with individual help to get you both up and running.

Thanks for your patience and understanding,

Firefox

[connopt]

Hi

 

Any update on this problem?

 

Thanks

[AdvancedSetup]

I've sent an email off to our QA Team to see if they've been able to get to this yet or not. Please hang in there as we're quite busy with multiple tasks to take care of.

 

Thank you

[AdvancedSetup]

The QA Team believes this may be due to a configuration file issue. Please follow the directions posted in this topic below and let us know if that corrects the issue or not.

 

 

What to do: Runtime error - database stuck

 

Thanks

[connopt]

Sorted..Thanks for all the help

I should have been more careful following daledoc1's suggestion earlier when s/he suggested the same solution

[daledoc1]

Hi:

 

Sorted..Thanks for all the help

I should have been more careful following daledoc1's suggestion earlier when s/he suggested the same solution

 

Well, better late than never, I suppose.

I'm glad you are all set now.

Thanks for letting us know.

 

Feel free to let us know if you ever need anything else.

 

Cheers,