MB disables internet connections - Win10 PC

[billjenko]

I received an update recently to Malwarebytes and when it ran, it disabled all my internet connects, wifi and ethernet.  Oddly, it did not seem to affect my G Suite Gmail.  Anyway, in desperation, I did a Win10 reset, and that brought back my internet connections but, as expected, deleted all my installed programs other than those embedded in Win 10, inlcuding MB.  So the first thing I loaded was MB, and guess what?  It did it again.  I see from old posts, this is a fairly common problem.  Can you please send me the latest fix to this issue.  Computer is an old Dell latitude 6430.    

[Porthos]

6 minutes ago, billjenko said:

Can you please send me the latest fix to this issue.  Computer is an old Dell latitude 6430.    

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. Double-click mb-support-X.X.X.XXXX.exe to run the program
   • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab
   
    
7. Click the Gather Logs button
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
    
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
   
    
10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
       

 

 

One of our experts will be able to assist you shortly.

[billjenko]

See attached filembst-grab-results.zip

[Porthos]

@billjenko

While we wait for @LiquidTension to look over your logs, Please restart the computer.

Edited March 27, 2019 by Porthos

[AdvancedSetup]

Hello @billjenko

The current state of Malwarebytes is probably in a mixed state.

Let me have you try doing a clean removal and reinstall of Malwarebytes and see if that helps correct the issue or not.

 

Please download the Malwarebytes Support Tool and use it to do a Clean Removal and reinstall of Malwarebytes

• Download Malwarebytes Support Tool
• Once the file is downloaded, open your Downloads folder/location of the downloaded file
• Double-click mb-support-X.X.X.XXXX.exe to run the program
  • You may be prompted by the User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
• Place a check-mark next to Accept License Agreement and click Next
• Click the Advanced menu on the left.
  
  
   
• Click the CLEAN button
  
  |
   
• A progress bar will appear and the program will proceed to remove Malwarebytes from your computer
• Upon completion, click OK
• Follow the onscreen prompts to reboot and reinstall Malwarebytes

Then let me know if you're still having issues with Malwarebytes.

Thanks

Ron

 

[LiquidTension]

Hi @billjenko,

Thanks for reporting the issue. If performing a clean reinstall again does not fix the issue, please provide the following information:

• Does the issue occur every time the computer is booted?
• If you quit Malwarebytes (right-click the Malwarebytes icon in the notification area/system tray and click Quit Malwarebytes), are you still unable to access the Internet?
• Can you take and provide a screenshot showing exactly what you see when the issue occurs.

In addition, please do the following:

• Press the Windows Key + R on your keyboard at the same time. Copy the following text below and right-click the Command Prompt window to paste:

  netsh wlan show all > "%userprofile%\desktop\wlaninfo_brokenstate.txt"

• Press Enter on your keyboard.
• Open Malwarebytes. Click Settings -> click Protection -> scroll down to Startup Options and turn the, "Start Malwarebytes at Windows startup" setting off.
• Reboot the computer (click the Windows Start button -> Power -> Restart).
• After the reboot, verify the issue has not occurred.
• Press the Windows Key + R on your keyboard at the same time. Copy the following text below and right-click the Command Prompt window to paste:

  netsh wlan show all > "%userprofile%\desktop\wlaninfo_workingstate.txt"

• Press Enter on your keyboard.
• Two files named wlaninfo_brokenstate.txt and wlaninfo_workingstate.txt will be saved to your Desktop. Please send both files to me in a Private Message.

[billjenko]

Thanks for the prompt reply.  I have a busy day ahead.  I may be able to try these two procedures tonight.  I have not re-installed MB yet.

BJ

[billjenko]

I was able to successfully clean and re-install MB and so far, so good.  My wifi connection to the internet is still working otherwise I could not be posting this message using my PC.

However, I got this message when I tried to load my Premium Key:

 

A little help here would be appreciated, as my Premium subscription is paid through October.

See other files generated during the clean install attached.

I have not implemented the procedure requested by LiquidTension, as the procedure is predicated by "If performing a clean reinstall again does not fix the issue, please provide the following information:" and so far, things seem to be OK.  

Answers to LiquidTension questions:

• Does the issue occur every time the computer is booted? - No, as long MB is not lnstalled.  That is, after the first Win10 reset, the computer worked fine, but I re-installed MB first of all the software that had been deleted during the reset.  As soon as the MB install was complete, all my internet connections were lost.  I should note here that my internet connection via Wifi showed as being present and connected, BUT, if I tried to access any URL, I got error messages showing no internet connection present.  Interestingly, my Gmail was still working, but nothing else.  What I am saying here is that it appears that MB might be "blocking" all internet traffic on my computer, rather than disabling the wifi internet connection, in the same sense that I might disconnect my wifi.
• If you quit Malwarebytes (right-click the Malwarebytes icon in the notification area/system tray and click Quit Malwarebytes), are you still unable to access the Internet?  Never got that chance.  If the issue returns, I will try that first.
• Can you take and provide a screenshot showing exactly what you see when the issue occurs.  Again, if the issue recurs, I will do that if I can.

Please send me instructions to activate my Premium subscription.

Thanks very much for your help.

BJ

mbst-grab-results.zip mbst-clean-results.txt

[LiquidTension]

Thanks very much for the information.

I'll work with you in private regarding your license key issue.