Unable to access update server

[PC-User]

Good night everyone,

I've been a user of malwarebytes anti-malware for quite some years without any issues. Only within the last two weeks, I keep getting the message "Unable to access the update server", when I attempt to update. There's also a red triangle on the malwarebytes icon in the system tray.

I reviewed some of the threads to find a solution but didn't.

I've attached the analysis files that I saw other users uploaded.

Thanks for your assistance.

 

 

 

 

Addition.txt

FRST.txt

[daledoc1]

Hello and , @PC-User:

It appears that your post may have been inadvertently overlooked.

Are you still having the same problem updating?

If so, please read the following pinned topic and attach to your next reply here in this thread the CheckResults.txt log from mbam-check (Log Set 2): Diagnostic Logs.

Thanks,

[PC-User]

Thanks for your response.

Rushing off to work now, will respond later.

[PC-User]

Hi again,

The CheckResults.txt file is attached.

 

CheckResults.txt

[daledoc1]

Hi:

Thanks for that log.

It shows that MBAM was recently upgraded back in March, but that it was not a "clean" upgrade (your protection logs date back at least until November 2015).

Also, you have some PUPs in quarantine.

Either of these could be contributing to the updating issue.

So, the first suggestion would be to CLEANLY reinstall the current build, by carefully following all of the steps here: MBAM Clean Removal Process 2x.

1. Please be sure to have your license info handy and to go into the dashboard > "my account" > "deactivate" before starting the process.
2. Please be sure to reboot when prompted by the removal tool; it's not a bad idea to reboot again after the reinstall.
3. (Once you have done that, we can assist you with setting mutual exclusions between Avast and MBAM, although it ought not to be strictly necessary.)

Please let us know if that resolves your issue.

Thanks,

[PC-User]

Hi again,

Malwarebytes anti-malware can update again after following your guidelines.

The issues seemed to have been resolved.

Didn't see any PUPs in quarantine, I'm guessing they were also cleaned during the process.

Much thanks.

 

[Firefox]

Until @daledoc1 has a chance to return....

We are happy to hear your issue is resolved.  Yes the MBAM-Clean tool would have deleted any PUP's you had in the quarantine previously.

Should you have any further issues or questions don't hesitate to ask.

 

[daledoc1]

Hi:

Yes, the clean reinstall would have cleared out the quarantine, as @Firefox explained.

I'm glad that you were able to resolve your issue.

Thanks for taking the time to let us know.

Cheers,

[devilhorn]

I've done the clean uninstall - however i'm still unable to access the update server - I ran a capture using Wireshark and it looks like I'm getting a fatal error (Level: Fatal, Description: Unknown CA) 

Is there a cert I need to import to get to connect to the update server (IP looks to be 205.185.208.98) 

I've check with the network team and they say traffic is being allowed.

Thanks for your help!

Devilhorn

 

 

[Firefox]

8 minutes ago, devilhorn said:

I've check with the network team and they say traffic is being allowed.

What do you mean by this, is this a computer at your work network?

[devilhorn]

We are testing the corporate version, but in this case we are using the free version - we have a firewall but I had them look at the traffic and nothing was being denied by it.

[Firefox]

Oh that makes a BIG difference, you should be seeking help at Malwarebytes Anti-Malware for Business where they can better assist you.  The section we are in now is for the consumer version for computers used in a home environment.

 

[devilhorn]

thanks all!!