Unable to Access Update Server

[NJCurmudgeon]

Greetings,

 

I noticed that my MalwareBytes Premium stopped doing the scheduled scans and when I opened the dashboard discovered Real-Time Protection was off and it could not update the database due to being "Unable to Access Update Server." The "Update Now" link does nothing.

 

I searched around this site and found one thread where the same problem was solved after a scan using Zoek. I performed that scan and am going to attach the result here. If any further info is needed, please let me know.

 

I would greatly appreciate if someone could take a look at it and see if they can help me determine what the problem is and how to fix it.

 

Thanks!

zoek-results.txt

[daledoc1]

Hi:
 
The most common explanations for the behavior you describe are PUPs/malware infection, but there are other causes, too.
We're actually not permitted to review scan logs or work on malware-related issues here in this section of the forum.
 
So, you may wish to try some routine troubleshooting first, as explained below:

A couple of easy things to check:
>>First, please be sure your system date/time are correct.
>>Then, please be sure that your AV and firewall both give MBAM full permissions. It's possible that your AV or firewall might be treating the new build as a new program and may be blocking it -- the files that need to be excluded can be found HERE. Please post back if you need help with that.
>>Also, please check to be sure there are no "Detected Threats" that need to be dealt with first, as this can prevent the program from updating: Click the "Scan" button at the top of the dashboard and verify that there are no detected threats (especially PUPs or PUMs) awaiting your actions.

If those suggestions don't resolve your issue:

• Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
• If that does not correct the issue, then please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)
• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

 
HOWEVER, if you think you might be infected, then the most efficient thing would be to get some free expert help checking and cleaning your system.
To do that, please start with the advice in this pinned topic: Available Assistance for Possibly Infected Computers.
A malware helper will assist you either in the malware removal section or at the help desk.

[NJCurmudgeon]

Hi daledoc1,

 

Many thanks for your prompt reply. First things first…

 

>>First, please be sure your system date/time are correct.

 

They are correct.

>>Then, please be sure that your AV and firewall both give MBAM full permissions. It's possible that your AV or firewall might be treating the new build as a new program and may be blocking it -- the files that need to be excluded can be found HERE. Please post back if you need help with that.

 

I need some help here. I have the built-in Windows firewall. When I go to the settings through Control Panel, I do find a menu to “Allow programs to communicate through Windows Firewall.” MalwareBytes is listed and checked. I don’t see a place to add the paths listed in the link you provided for Windows 7. Is there another method I should be using?

>>Also, please check to be sure there are no "Detected Threats" that need to be dealt with first, as this can prevent the program from updating: Click the "Scan" button at the top of the dashboard and verify that there are no detected threats (especially PUPs or PUMs) awaiting your actions.

 

The scan did not turn up anything.

 

I am going to wait on your reply as to the second item. If I rule that out, I would move down to the next suggestions.

 

Again, many thanks!

[daledoc1]

Hi:

 

If your firewall is permitting MBAM its access, then the most likely explanation for the behavior you're seeing is at least minor PUP infection.

Instead of self-medicating and trying things suggested for other users and other computers, the safest and most efficient course of action would be to get some free, expert help checking and cleaning your system.
To do that, please start with the advice in this pinned topic: Available Assistance for Possibly Infected Computers.

It explains how to get help, as we cannot do that sort of work here in this area of the forum.
A malware helper will assist you either in the malware removal section or at the help desk.

 

Thanks again,

[NJCurmudgeon]

Well, I'm not a hundred percent sure the firewall is allowing full access. How can I tell? I *think* it is, but since I am not able to see the specific paths mentioned, I can't say for sure. That's why I am thinking perhaps I am just not looking in the right place to check? No problem going to other support, but I just want to make sure I have properly ruled out the simpler stuff before wasting more folks' time.

 

Thanks!

[daledoc1]

Hi:

 

 

EDIT: I now see that you have a new topic over in the malware removal section: https://forums.malwarebytes.org/index.php?/topic/155383-unable-to-access-update-server/

Please wait for one of the helpers to assist you there.

 

Thank you,