Malwarebytes anti-malware won't update

[tanya_viliene]

Hello,

 

I've installed Free Malwarebytes Anti-Malware to try it out. But it won't update with a message - Unable to access update server.

I have proxy server and port configured. And I configured malwarebytes to use authentication. But when I monitor the internet connections when I try to update software I can see it is using anonymous user which is denied automatically. It is using right proxy server but by some reason doesn't want to use username I configured.

 

[daledoc1]

Hello and :
 
FWIW I use a proxy when I take my laptop to work without any problems.

>>What happens when you ping this address from an elevated command prompt?

data-cdn.mbamupdates.com

 
Normally, these would be the preliminary items to check:
>>First, please be sure your system date/time are correct.
>>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.
>>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.
 
However, in your case, I would guess that it's the proxy that's blocking the updating. I wonder if it's something with your proxy settings?

You might want to try a clean reinstall first (it cannot hurt), and then post back with some diagnostic logs:

• 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

Also, below are the MBAM files to exclude in your AV/firewall -- it can't hurt to set those, either.
 
Please let us know how it goes.
 
Thanks,
 
--------------------

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

[tanya_viliene]

Thank you for quick reply Daledoc1.

I think you are right it is definitely proxy that's blocking the updating. We have proxy server configured to block all anonymous connections. I configured Malwarebytes to use my username and password, but it still uses only anonymous by some reason, see attached. How can I make it to use may log on details?

 

I tried to ping data-cdn.mbamupdates.com, got request timed out.

I tried to reinstall and installing it on different computer - still the same.

Let me know what you think. Do you still need logs?

 

 

[daledoc1]

Hi:

 

Thanks for the added info.

 

We'll need to wait for one of the staff or another forum member with more networking expertise.

 

Yes, the diagnostic logs would be most helpful.

It will only take a few minutes to run both tools for the 3 logs.

Please attach them, rather than posting inline.

 

Also helpful would probably be a bit more detail about your proxy setup.

 

Stupid question: if you disable or bypass the proxy, can you update?

Another stupid question: are you at home or at work (business/educational/enterprise domain)?

 

Thanks for your patience,

[AdvancedSetup]

What proxy server type are you using?

[tanya_viliene]

Daledoc1, AdvancedSetup,

 

Please see logs attached.

 

We have ISA proxy server (very old, 2006). We have rules configured there, and anonymous internet access is denied by default. That’s why I put my user name and password there, but I can see Malwarebytes doesn’t use them, not sure why.

 

I am at work. It is not easy to bypass the proxy here, but if needed I can try it.

 

Addition.txt

CheckResults.txt

FRST.txt

[daledoc1]

Thanks for the logs and the info.

I'll need to defer to AdvancedSetup, as this is above my pay grade.

However, the one thing that jumps out from your CheckResults log is that you are logged in as a Windows Limited User.

 

 

mbam-check result log version:     2.1.1.1001
========================================

User Account type:                 Limited User
OS:                                Windows 7 Service Pack 1 Service Pack 1 64 bit Operating System
Current Version and Build:         6.1.7601.0
Malwarebytes Anti-Malware:         2.0.2.1012

Normally, MBAM needs to be installed from (or at least "run as") an Admin account in order to update.

I don't know if that's part or any of the issue you're experiencing.

 

But I'm sure AdvancedSetup will know.

 

Thanks for your patience,

[tanya_viliene]

Thank you Daledoc1.

Not sure why it shows up as windows limited user. I have domain admin account and admin on PC.

[daledoc1]

Perhaps something related to the proxy?

 

Well, AdvancedSetup will be able to help sort it out.

 

Cheers,

[AdvancedSetup]

I'm sorry but the ISA proxy server is not supported. I'll double check with QA but I don't think there are any plans to incorporate it either. You should however be able to exclude that address on the ISA server.

[tanya_viliene]

Thank you Advanced Setup. We will exclude it in the ISA server then

[AdvancedSetup]

Okay then. Best wishes