Unreliable Database Update

[bigboycrp]

I have an issue where the updating of the database is very unreliable. Often when updating I get a message "unable to access update server".

Having read related posts on this forum I have carried out the full instructions for using the "cleaning tool" and re-installation of Malwarebytes.

The problem is still persisting.

Very occasionally it will connect but is very intermittent!

I run Kaspersky and I believe it is set correctly with MB having full access.

Any ideas please?

Regards

Chris 

 

[daledoc1]

Hello and :

 

First: please be sure your system date and time are correct.

 

Then here are a couple of things to try -- I understand that you have already reinstalled once; if so, you might want to skip directly to step #2 (Diagnostic Logs) or to a clean upgrade to the new public beta version:

• Please carefully 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

Alternatively, you may wish to try the new public beta of 2.0.3.1024.  It does fix many different issues for some users.
Information and download link are here: Malwarebytes Anti-Malware 2.0.3 Beta 1
Known issues are here: Malwarebytes Anti-Malware 2.0.3 Beta 1 - Known Issues
If you do, it would probably be a good idea to cleanly upgrade, following the basic sequence here: MBAM Clean Removal Process 2x (you would substitute the version 2.0.3 beta installer instead of the 2.0.2 installer at the appropriate step).

And if the clean upgrade doesn't resolve your issue, it would greatly help us to see the diagnostic logs requested above, in step #2.
 
Please let us know how it goes.

[bigboycrp]

That was a quick reply!

I did use the new beta version but still have the database update issue!

Attached are the requested logs. 

I have checked the system clock which is correct - it is synced using SymmTime.

FRST.txt

Addition.txt

CheckResults.txt

[Maurice Naggar]

Hello Chris, and welcome.

 

Congratulations on getting version 2.0.3

It shows to be fairly up to date.

User Account type:                 Administrator
OS:                                Windows 7 Service Pack 1 Service Pack 1 64 bit Operating System
Current Version and Build:         6.1.7601.0
Malwarebytes Anti-Malware:         2.0.3.1024
Installed On:                      2014/10/05
Malware Database:                  2014.10.05.06
 

 

Start the program.  Look on the Dashboard screen.   Click on the blue-color Update now link.   Let us know afterwards.

[bigboycrp]

Hi Maurice

I find that I may have to click it perhaps 10 times. Sometimes it might say "unable to connect to update server" many times then occasionally it will connect and sometimes say "no updates available" or it will update if there is one available.

The issue seems to be that the connection to the server is unreliable.

I have run the program for some years with no problem!

Thanks for your assistance.

[Maurice Naggar]

There may some unintended interference from your other security software.  So it is highly suggested you tweak their "trust" settings.

 

Malwarebytes Anti-Malware works well and should run alongside antivirus software without conflicts. In some rare instances, exclusions may need to be set for your specific antivirus product to achieve the best possible system performance.
I suggest putting in trust settings in your antivirus, as follows:
Please "put as Trusted" (i.e., put Trust settings ) for the following MBAM exe files within your Antivirus Software **whitelist** :

Note: If using a software firewall besides the built in "Windows Firewall" you'll need to exclude them from it as well

For 32-bit Windows Vista or Windows 7 or Windows XP:

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 or Windows 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 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

Check your Anti-Virus/Internet-Security application to see if you can add exclusions for specific applications/files to ignore.
You may need to check their support website for instructions.
You will need to set your Anti-Virus/Internet-Security to ignore/exclude the files I listed above.
 

[bigboycrp]

sometimes like this

[Maurice Naggar]

OK.  Please see my prior  reply about Trust settings.   And confirm after doing that.

 

Part 2: I cant tell why the next scheduled scan shows as none.  I'll help you on that later.

Did you run mbam-clean before you installed version 2.0.3 ?  or not ?

 

Part 3:  Do a new Scan run like this :

Please do a Threat & Rootkit Scan:
Start the Anti-Malware program.

Click the Settings icon ( on the top bar) > then click **Detection and Protection** subtab, Detection Options, tick the box 'Scan for rootkits'.
Click on the Scan tab, then click on Scan Now >> . If an update is available, click the Update Now button.
A Threat Scan will begin.

With _some infections_, you may see this message box.
'Could not load DDA driver'
Click 'Yes' to this message, to allow the driver to load after a restart.

Allow the computer to restart. Continue with the rest of these instructions.
When the scan is complete, click Apply Actions.
Wait for the prompt to restart the computer to appear, then click on Yes.

After the scan has completed, Click on the **History tab** > Application Logs.
Double click on the scan log which shows the Date and time of the scan just performed.
Click **'Copy to Clipboard'**
Paste the contents of the clipboard into your reply.
then in the body of  reply box, do a Paste by pressing CTRL+V keys on the keyboard.

[Maurice Naggar]

p.s.  As of "this moment"  the current database version is

v2014.10.05.08

So yours is really current.  I will help you to get the rest of the issues squared away.   b.t.w.  I dont need any older screenshots.

[bigboycrp]

Thanks Maurice

After clicking update many times it did connect & update to 10.05.08

At the moment I have disabled the scheduled scan - so no need to be concerned about that one!

Yes I did run the cleaning tool and followed the instructions very carefully.

I have Kaspersky Internet Security 2015 and am currently checking the exclusions/trusted programs - all appears ok.  

I am currently running a rootkit full scan.

Thanks for your help.

[bigboycrp]

Results of Scan Log below - nothing found.

 

---------------------------------------------------------

 

 

Malwarebytes Anti-Malware

www.malwarebytes.org

 

Scan Date: 05/10/2014

Scan Time: 20:46:07

Logfile: 

Administrator: Yes

 

Version: 2.00.3.1024

Malware Database: v2014.10.05.08

Rootkit Database: v2014.09.19.01

License: Premium

Malware Protection: Enabled

Malicious Website Protection: Enabled

Self-protection: Enabled

 

OS: Windows 7 Service Pack 1

CPU: x64

File System: NTFS

User: Chris Peters

 

Scan Type: Threat Scan

Result: Completed

Objects Scanned: 455380

Time Elapsed: 14 min, 8 sec

 

Memory: Enabled

Startup: Enabled

Filesystem: Enabled

Archives: Enabled

Rootkits: Enabled

Heuristics: Enabled

PUP: Enabled

PUM: Enabled

 

Processes: 0

(No malicious items detected)

 

Modules: 0

(No malicious items detected)

 

Registry Keys: 0

(No malicious items detected)

 

Registry Values: 0

(No malicious items detected)

 

Registry Data: 0

(No malicious items detected)

 

Folders: 0

(No malicious items detected)

 

Files: 0

(No malicious items detected)

 

Physical Sectors: 0

(No malicious items detected)

 

 

(end)

[Maurice Naggar]

I would encourage you to use the Scheduler and put in these "tweaks".

Take a look inside the program. Start the Anti-Malware. Click on the Settings icon at the top bar up at top.
Then click the **Advanced Settings** button at the left.
Be sure all top 3 lines on that window are check-marked ( selected ).

Now a couple of changes for each of the Update task & the Threat scan task in the Scheduler.
Click on **Automated Scheduling** button.

Locate and click once on **Check for Updates** line and press Edit. Then press the Advanced button at bottom left.
Slide the window up so you can see all of it. {press the mouse on the very top bar and slide UP }
A few changes are needed.
Look at the "starting time" of the task and use some good time when you know that your computer will be on & powered & that Windows would be on at that time.
Look at the line in Schedule Options. UN-check "Show notification after successful update".

In the Frequency and Settings. Select Hourly and I suggest using the Recurrence at 4 hours.
In the Recovery Options put a check-mark on "Recover missed tasks" and select 1 hour
When done, press the OK button.

Locate and click once on the Threat Scan line and press Edit.Then press the Advanced button at bottom left.
Slide the window up so you can see all of it. {press the mouse on the very top bar and slide UP }

In the Schedule Options, put a check-mark on the line Terminate program when no threats are found
{when no malwares are detected you want the scheduled task to close}.

In the Frequency and Settings block.
You should have Daily and the recurrence set to 1 day.
now UN-check the line Check for updates before scanning {{that line should be always off otherwise the task may not run at the time set. It maybe run +/- 15 minutes of that period.}

In the Recovery Options put a check-mark on "Recover missed tasks" and select 1 hour
When done, press the OK button.

When completely done, close the window.

A fresh Windows start would be good to do at this point. Use Logoff and Restart Windows.

Monitor your system over the next day or two and let me know how it goes.

[bigboycrp]

All done! I will see how it goes, Thanks

[Maurice Naggar]

You are welcome.

[bigboycrp]

Hi Maurice

I have been away for a couple of days - having tried the PC this morning all appears to be working well. Every time I hit the update button it seems to connect ok every time! 

Thanks for your assistance.

[Maurice Naggar]

Very good.  Congratulations