Update/activation issue

[RedCountyPete]

I've been letting MBAM run threat scans twice a day without paying attention to the updates. (They'll update in the run, per the

automatic scheduler.) This afternoon, MBAM complained that the database was out of date. I couldn't get beyond V2015.08.08.something.

 

Thought it might have been due to a Win 7 update, so I uninstalled kb2952664, since that had caused problems in the past. No luck.

I did a re-install with mbam-clean-2.1.1.1001 and a download of mbam-2.1.8.1057. It installed OK, but with issues (see text file of the log attached). I got to V2015.08.08.3. However, in trying to activate, it takes my ID and Key, but then it says it cannot access the internet.

 

I did a system restore to 8/7, just before some "critical update" for Win 7, did another clean install, all with no luck. Is it a problem on my side, and if so, what do I do?

 

Thanks,

 

Pete Brooks

mbam_log.txt

[RedCountyPete]

A followup note: the program was installed from my admin account. I did not launch the installed application as "Run as administrator". Also, trying to get the trial run of premium version, it also fails to connect to the internet.

[daledoc1]

Hello and welcome back:
 

I did a system restore to 8/7,

 
Using System Restore often breaks security programs.

 

First, please be sure your system date and time are correct (down in the lower right corner of the display).


Then, let's start here:

• 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 attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)
• NOTE: More info about v2.1.8 HERE; User Guide ONLINE; User Guide PDF; FAQ: Common Questions, Issues, and their Solutions

Please let us know how it goes.

Thanks,

[RedCountyPete]

OK, did the clean and re-install. I ran the install as administrator (from an administrator type account), and ran MBAM as admin. In getting the databases, I still got the md5 checksum errors, so it went to the remediation database(s). Before I cleaned the old program, I tried to activate it, and it was successful. (Couldn't update the database, however.)

 

I had major trouble a month or so ago when I installed several of the Windows 10 preparation updates at one time. One killed mbam entirely, as well as Windows Update. Some of those updates have been re-installed piecemeal, as I'm getting ready for the 10 "upgrade".

 

The logs are attached, and here's the log from the install:

 

Malwarebytes Anti-Malware
www.malwarebytes.org


Error, 8/11/2015 4:51 AM, SYSTEM, NELL, Update, Bad md5 or size: akadomains, 11,
Error, 8/11/2015 4:51 AM, SYSTEM, NELL, Update, Bad md5 or size: akaips, 11,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, Remediation Database, 2015.5.13.1, 2015.7.28.1,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, Rootkit Database, 2015.6.2.1, 2015.8.6.1,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, IP Database, 0.0.0.0, 2015.7.24.3,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, Domain Database, 0.0.0.0, 2015.7.24.2,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, AKA IP Database, 0.0.0.0, 2015.8.6.1,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, AKA Domain Database, 0.0.0.0, 2015.8.10.2,
Update, 8/11/2015 4:51 AM, SYSTEM, NELL, Manual, Malware Database, 2015.6.3.3, 2015.8.8.3,

(end)

 

Thanks,

Pete

FRST.txt

Addition.txt

CheckResults.txt

[daledoc1]

OK, did the clean and re-install. I ran the install as administrator (from an administrator type account), and ran MBAM as admin. In getting the databases, I still got the md5 checksum errors, .

That is entirely normal the first time MBAM updates after a clean install/upgrade.

The program needs to update certain files that are not included with the MBAM installer.

 

There are a couple of other, minor things going on in the logs (such as programs running in compatibility mode that shouldn't be).

 

I need to go offline for now.

 

In the meantime, please tell us:

1. Is everything working OK now, after the clean reinstall?
2. If you need help with fixing the stuff in the logs, please wait for @Firefox or another forum expert/helper to assist you.

Also, FYI, if you are going to be upgrading to Windows10 soon, please be aware that doing so may cause unpredictable effects on MBAM and other programs.

So, you may want to temporarily uninstall it (using the removal tool) before the Win10 upgrade.

Then, cleanly reinstall it after getting Win10 all set up.

 

Cheers,

 

[RedCountyPete]

OK on the errors. Still the same problem--can't update beyond 2015.8.8.3. At least, I can activate the program...

 

I have some time before I have to run into town for the day. I'll see what's going on with the logs and take it from there...

[daledoc1]

 

I'll see what's going on with the logs and take it from there...

 

Rather than self-medicating, I suggest that you please wait for expert assistance with the information in the logs and with the updating problem.

 

Thanks again,

[RedCountyPete]

wait for expert assistance

 

 

Fair enough. I activated the program with my ID and key, and ran a scan with the 2015.8.8.3 database. If necessary, I'll update the logs..

[daledoc1]

Hi, again, Pete:

 

1) Did you verify that the date and time for the computer are correct??

 

2) Can you tell us, please: what is the exact error message or dialogue you see when you try to update????? (A screen shot would be nice, if possible)

 

3) Now that you have successfully activated the program with your Premium license, could you please re-run mbam-check, save the new log and attach it to your next reply here???

 

Thank you,

[RedCountyPete]

OK, I'll attach the logs. (Also did another FRST scan) The corner clock on the desktop says the right time, and the timestamps for files seem to be OK. However, one thing that didn't register at the time, but on the 8th, I inadvertantly started a Win 10 upgrade, and did an abort by shutting the computer down. This seems to correspond to the last good update on MBAM. (I've been holding off on a Win 10 upgrade, but if I have to do it now, I could in the morning--I'm bandwidth limited this evening, but will be OK in the morning.)

 

My screen-cap-fu is shaky, but here's a full screen "before"

[RedCountyPete]

I'm going to break this up, having SSL issues.

 

Clock says 4:31PM, 8/11/2015. Timestamps on files are OK. However, as I recall, I inadvertantly launched and aborted a Win 10 update on the 8th. This corresponds to the last updates I get. No error message, per se. Just "no update available".

Before an update attempt:

 

After an update try:

Addition.txt

CheckResults.txt

FRST.txt

[RedCountyPete]

Screenshots didn't take. I'll pass on them.

[daledoc1]

Hi:
 
>>Please confirm, when you try to perform a manual update, you get a "no updates available" message, even though your MBAM database says it is from 2015.08.08.03?    YES or NO

 

>>Next, please tell us what you mean by this: "I'm going to break this up, having SSL issues"???
 
>>Next, let's try the following:
 
1. Open an elevated command prompt in Windows 7 -- instructions for that are here:  How to Open an Elevated Command Prompt in Windows 7
 
2. Type the following EXACTLY AS SHOWN into that elevated command prompt:

ping data-cdn.mbamupdates.com

 
3. Hit "Enter"
 
4. It should produce something that looks like this:

 
 
5. Please copy and paste either the contents of the window (see HERE) into your next reply here in this thread, OR attach a screen shot of the window to your next reply here in this thread (as I showed in the previous step).
(To attach a file: Click the "More Reply Options" button at the lower right of the forum message pane, then use the "Browse" and "Attach This File" buttons in the "Attach Files" area at the bottom left of the forum message pane.)

 

Thank you,

[RedCountyPete]

>>Please confirm, when you try to perform a manual update, you get a "no updates available" message, even though your MBAM database says it is from 2015.08.08.03?    YES

 

Microsoft Windows [Version 6.1.7601]
Copyright © 2009 Microsoft Corporation.  All rights reserved.

C:\Windows\system32>ping data-cdn.mbamupdates.com

Pinging cds.m8z7c2j5.hwcdn.net [69.16.175.42] with 32 bytes of data:
Reply from 69.16.175.42: bytes=32 time=956ms TTL=55
Reply from 69.16.175.42: bytes=32 time=1256ms TTL=55
Reply from 69.16.175.42: bytes=32 time=1303ms TTL=55
Reply from 69.16.175.42: bytes=32 time=1288ms TTL=55

Ping statistics for 69.16.175.42:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 956ms, Maximum = 1303ms, Average = 1200ms

C:\Windows\system32>

 

(Satellite link, thus the latency.)

 

I retried the update after the Patch Tuesday festivities--no change.

 

Pete

[daledoc1]

Good job!
 
I have escalated your case to the forum staff -- please be patient and wait for them to reply here in this thread.
 
In the interim, I have 1 last request, please.
 
Please follow the instructions below to ATTACH to your next reply here in this thread the MBAM PROTECTION LOG  from today (NOT the scan log).
 
Instructions are below.
 
Thanks for your patience,
---------------------


How to get PROTECTION logs:
(Export log to save as a txt file for posting in the forum when requested)

• Open MBAM.
• Click on the HISTORY tab > APPLICATION LOGS.
• Double-click on the PROTECTION LOG that you are asked to post.
• Click EXPORT.
• Click TEXT FILE (*.txt)
• In the "Save File" dialog box which appears, click on DESKTOP.
• In the FILE NAME box, type a name for your protection log.
• A message box named "File Saved" should appear, stating that "Your file has been successfully exported".
• Click OK.
• Please attach the saved log to your next reply here in this thread.

[RedCountyPete]

OK, file attached

 

I'll be patient, I promise.

 

Thanks for the help. This one was getting nasty...

 

Pete

mbam_log_8-11.txt

[daledoc1]

Your log shows that you are getting database updates -- this entry shows that you were updated from 2015.08.10.2 to 2015.08.11.1 for the AKA Domain Database at 3:50 PM local time:

 

 

Update, 8/11/2015 3:50 PM, SYSTEM, NELL, Manual, AKA Domain Database, 2015.8.10.2, 2015.8.11.1,

 

So they appear to be delayed somewhat.

And I don't see current malware database updates.

 

2 more questions:

 

1. Are you on satellite internet? YES or NO
2. When you open the main program GUI > "Settings" > "Automated Scheduling" > "Check for Updates" > "Edit", what do you see? (Mine is attached as an example). Specifically, I am interested in the "Schedule Frequency" and "Recurrence" settings to compare with your logs.

I am sorry for all of the questions.

But, unless I am missed something frightfully obvious, it's not quite clear what is going on.

I think I have an idea now, but we will need to wait for @AdvancedSetup or another forum staff member/expert to tell us.

 

Thank you again for your patience,

[RedCountyPete]

Satellite internet: YES

 

Scheduled frequency for this instance is Hourly and Recurrance is 2 hours, starting at 5:45 AM (when the system is on--it was off from about 8:30 AM until 3:19 PM today).

 

Let me try pasting the screen cap in Word:

 

 

 

 

 

 

screen_cap.docx

[daledoc1]

OK, thanks.

The "every 2 hours" setting (with no recovery option to makeup missed update checks) agrees with your log.

 

I think you are in AZ?

 

If so, then I think you ought to have been on at least malware database 2015.08.11.07 by 3:50 PM local time.

 

There is definitely something not right.

I cannot tell for sure if it is related to your satellite connection, corrupted settings, a problem with the "CDN" (content delivery network), and/or something else.

 

I need to turn this over to the experts now.

I think they probably have enough information to have a good idea about the problem.

 

Cheers,

[RedCountyPete]

Actually, rural Oregon. (Pacific daylight time) Your posting time came out as 7:41 PM, though It's 8:45 right now. (My screen cap was timestamped at 8:26 PM). Sigh.

 

Pete

[gonzo]

Pete,

 

This won't affect your issue, but you should be in sync though.  Click on your username at the top of the forum screen and choose MY SETTINGS.  Then, set your time as I have shown it in the attached pic.  Your time (on the forums, anyway) should show properly.  I had this problem at first too.

[daledoc1]

AZ, OR, close enough! :lol:

Must be something about the satellite internet service showing a different location.

But at least the time zone is correct.

 

I don't know why your malware database is frozen at 2015.08.08.03.

The lack of logged update checks/database updates is consistent with the error message "no updates available", because update checks performed when there is no new database available are not logged.  That is why there is no error, such as "unable to contact the update server". Your computer probably *is* hitting the cdn, but the server thinks you have the most current database, when you do not.

 

We will need to wait for more expert help to determine if it is related to a problem with the "CDN" (content delivery network) (probably the most likely explanation), your satellite connection, corrupted MBAM settings (even though you reinstalled today), and/or something else.

 

Thanks and good night for now,

[gonzo]

One more item for you.  If your update is set for 5:45am and recurrence is set for 2 hours, it will only try to recover until 7:45am.  Then it must wait for the next cycle.  You may want to make RECURRENCE a higher number.  BECAUSE YOU ARE ON SATELLITE, you may incur higher usage charges (unless they've gotten nicer about that), so that choice is yours.

[daledoc1]

Hi, @gonzo:

 

I am pretty sure that his logs show that he does NOT have a "recover if missed by setting".

I could be wrong, but I think he is just on every 2 hours, without a makeup.

 

Main program GUI > "Settings" > "Automated Scheduling" > "Check for Updates" > "Edit" > "Advanced" -- what does it say under "Recovery Options"?

 

And please see my post #22

His log protection log shows no malware database update attempts today (successful or not), even though the computer was powered up for several hours.

So, even with no recovery option for the update check, the protection log should show (approximately every 2 hours) either a successful malware database update (if there is a new database available) OR a failed attempt to update.

His shows neither.

There should be an update logged at some point, as long as the computer is awake for several hours.

But his most recent log shows the malware database frozen on 2015.08.08.03.

And when he tries to update manually, he sees "no updates available".

 

>>>I could very, very well be wrong.  But this suggests a CDN problem??

 

Nighty night,

[gonzo]

I stand corrected, and perhaps I should sit down.  Thank you!

 

The post at the top of this page will at least get the forum presence synchronized to the correct time.

 

Perhaps resolution of this issue is best left to Support staff.