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unable to contact update server

ktm250rider
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Porthos

Porthos

Posted
Posted (edited)

Let's try this first....

What do you get when you go to  https://keystone.mwbsys.com/

If it does not say OK then let's fix your hosts file.

https://support.microsoft.com/en-us/help/972034/how-to-reset-the-hosts-file-back-to-the-default

 

"controllers_version" : "1.0.75",

Then update to 1.0.96

  1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (after uninstalling you can download the latest version to re-install from HERE)
  2. If that does not correct the issue, then please read the following and attach to your next reply the 4 requested logs - Diagnostic Logs (the 4 logs are: mbam logs zipped, FRST.txt, Addition.txt and mb-checkResult.txt)

Please let us know how it goes.
 
Thank You,

Edited by Porthos
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Porthos

Porthos

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Posted
2 hours ago, ktm250rider said:

thanks for the help and sorry for the delay

keystone reply is OK

 

Then update to 1.0.96

  1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (after uninstalling you can download the latest version to re-install from HERE)
  2. If that does not correct the issue, then please read the following and attach to your next reply the 4 requested logs - Diagnostic Logs (the 4 logs are: mbam logs zipped, FRST.txt, Addition.txt and mb-checkResult.txt)

Please let us know how it goes.
 
Thank You,

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  • 2 weeks later...
  • Root Admin
AdvancedSetup

AdvancedSetup

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  • Root Admin
Posted (edited)

The MB check log shows that it's not able to reach our license and activation server for some reason properly

It gets a non recoverable DNS error talking with keystone.mwbsys.com

Please try disabling all other security software and firewalls temporarily and see if it can then activate. If not then try starting into Safe Mode with Networking and see if you can activate from there and let me know please.

Thanks

Ron

 

Edited by AdvancedSetup
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AdvancedSetup

AdvancedSetup

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Please run the following. It will do some resets to the host file and clean up temp files as well as run a full disk check on restart of the computer.

Once that's done and the computer has restarted, then try again to update and activate Malwarebytes

 

Please download the attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST or FRST64 and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt). Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

 

fixlist.txt

Thanks

 

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  • 2 weeks later...
  • 3 weeks later...
dcollins

dcollins

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Can you please run mb-check again so we can get a new set of logs and see if the error message is any different after your HOSTS file has been cleared? We've updated mb-check since you last ran it, so please download the latest version from https://downloads.malwarebytes.com/file/mb3_check. Can you also please grab a new set of FRST logs as you did in the first post? Thanks!

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AdvancedSetup

AdvancedSetup

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Same issue. Basically something network wise is preventing your computer from contacting our license server. This in turn prevents the activation and updates.

Is this a laptop or desktop?

Are you using a Wireless connection or wired connection?

System errors:
=============
Error: (05/17/2017 08:37:21 PM) (Source: Service Control Manager) (EventID: 7023) (User: )
Description: The IPsec Policy Agent service terminated with the following error:
The requested service provider could not be loaded or initialized.

Is this a work computer?

Did you or someone else setup an IPSEC VPN or similar connection on this computer?

 

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ktm250rider

ktm250rider

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home desktop computer, hardwired to internet.

So apparently we do have a windows error that is trying to perform a backup.  Not sure how or why.  I think this was canceled by someone in the family but we still get an error that we need to insert removable media.  Just found out about this....perhaps I need to clear this up first.

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AdvancedSetup

AdvancedSetup

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The IPSEC could be the reason for unexplained network issues contacting our site. Though not sure of the details but I'd recommend checking that out and getting it fixed.

I can possibly help you track down and fix the errors, though there is no promise any of these are the issue with contacting our update server.

Let me know how you'd like to proceed. Thanks

Ron

 

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