No longer receiving emails

[toposstiger]

Since installing Malwarebytes 3 Premium yesterday morning I can no longer receive emails on my laptop which runs on Windows 10

 

I am still receiving emails as normal on other devices that iIhave not downloaded Malwarebytes on

 

Any advice appreciated

[Porthos]

1 hour ago, toposstiger said:

I am still receiving emails as normal on other devices that iIhave not downloaded Malwarebytes on

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs Tell any program that blocks it to ignore or allow. It IS SAFE.
2. Download FRST and save it to your desktop
   NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
4. Press the "Scan" button
5. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
   NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
6. NEXT: Create and obtain an mb-check log
7. Download MB-Check and save to your desktop
8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
9. This will produce one log file on your desktop: mb-check-results.zip
10. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

[Ried]

If you can at least get us the mb-check, that would be great.  My understanding is that this is your Office 365 mail, correct?  If so, one of the first things I'd like you to do though, is make sure your database is up to date.  Open Malwarebytes and click Check for Updates.

If the issue persists, then please run mb-check and attach that for us.

 

 

[toposstiger]

mb-check-results.zip

[toposstiger]

My updates should be up to date as i only took out my subscription yesterday

[Ried]

Thanks so much - there was a false detection IP block on Microsoft yesterday, but that was supposed to have been fixed.  We do update the database many times per day, so unless you have the Updates Frequency set to hourly, it will only update once per day.  Regardless, I do see the block in your logs and that you do have the most recent database so let's try flushing the dns and see if that stops the blocks.

 Flushing the DNS resets it at the IP level, clearing any IP cache. It forces the computer to empty the cache and forget everything it knows about DNS entries that it’s looked up previously so it has to start asking the DNS server for new and up-to-date information as you reference domains by name thereafter.

Type the letters  cmd  in your Search window and you'll see Command Prompt (Admin) show up.  Select that

In the black window that appears, type in the following and press Enter:

ipconfig /flushdns

(Note: there is a space between ipconfig and /flushdns)

Wait for the 'Succesfully flushed the DNS Resolver Cache' message then type in Exit.

Reboot the machine and try again

How is it now? Can you access your email?

[toposstiger]

I'm a technophobe, which search window do I type cmd in?

 

 

[Ried]

The Search window in the bottom left corner.  I've attached a screen shot for reference.

 

[toposstiger]

Thanks, did as requested I got the successfully flushed message then restarted my machine but no change on email

[Ried]

I am not getting blocked. Can you run mb-check again and send me the new mb-checkresults.zip folder?  I'd like to see if it's still the same IP block you had earlier or if it is something different now.

Thanks! :-)

[toposstiger]

ok

 

[toposstiger]

mb-check-results.zip

[Ried]

I'm not seeing any new blocks - just the ones that occurred today around 11am your time.  Let's try starting fresh with the software and see if that helps.

Follow the instructions for downloading and running mb-clean as posted here and let me know if that resolved this issue.

 

 

[toposstiger]

mb-clean-results.txt

[toposstiger]

unfortunately still no change on e-mail

[toposstiger]

Hi, any further thoughts?

[toposstiger]

Hi 

 

I'm based in UK so it's getting quite late into the evening, any more thoughts this evening?

[Ried]

Yes, please try to access the website again, then when it fails, run mb-check and send the new mb-checkresults.zip folder.

Also, please tell me the exact website address you are trying to go to.