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Loss of IPv6 connectivity with latest Malwarebytes release

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Hello...interesting problem here which occurred on two Win7 devices having ver. 3.7.1.2839 installed.  Can’t reach any IPv6 sites, despite router assigning addresses, and all iOS devices (without Malwarebytes protection) fully IPv6-connected.  Spent several hours online with a senior engineer from TP-Link via remote access, who by process of elimination nailed the problem.  He disabled the “web protection” option, and now the Windows machines have again full IPv6 connectivity.  Any possible solutions here, as I really don’t want to lose this protection feature in my anti-malware suite.

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Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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OK, ran the Malwarebytes Support Tool, and the upshot is that it installed the *free* version, rather than my licensed app.  I can’t get into my registered account because of lost PW.  Not only that, but the email originally associated with account is no longer active.  So, what’s the next step in order to re-activate paid-up license?

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Hello and Welcome, sorry your having issues.

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

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I have the exact symptom. I also run Norton Security Online from Comcast, and I've never had a problem running it together with MBAM. But now I don't get SLAAC addressing from my router, and pinging the ipv6 gateway address returns "General Failure". I've reinstalled both Norton Security Online and MBAM. I've added all of the exclusions into Norton for MBAM and into MBAM for Norton that I've found in MBAM support and these forums. I've disabled every feature of Norton Security Online. The symptom doesn't change. But with everything in Norton Security Online enabled if I disable Web Protection in MBAM then ipv6 works fine, I get a global address, I can ping my gateway, I can ping websites, etc. I have MBAM Premium 3.7.1 and Comcast's Norton Security Online version 22.17.2.47. I've applied all of the patches and updates. IPV4 is not affected, whether it's statically assigned or DHCP. I've downloaded the Malwarebytes Support Tool and ran a repair on the current installation of MBAM - no change in symptoms. I've ran "Clean" from the Malwarebytes Support tool - no change in symptoms. I have the same symptom on 2 different workstations both running Windows 10 Pro with all of the latest drivers updates and patches. I also have 6 servers and 4 other workstations that I don't use to surf the net that don't have Norton or MBAM installed and they get all of their ipv4 and ipv6 addressing just fine.

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Thank you for reporting this issue.  I will be sure to inform the Developers.  In the meantime if you wouldn't mind, please do the following in order to provide additional details to the team for further investigation:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

Thanks

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Before running the Malwarebytes Support Tool, should I re- enable the “web protection” option?  Our other Windows machine thankfully retains the full licensed version, and we’ve put the Windows laptop operation on hold until Malwarebytes Support can update my account, which we are still awaiting (Ticket 2635986).

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OK, enabled "web protection", and from Command Prompt ipconfig /all shows IPv6 addressing; however, running ping ipv6.google.com fails.  Ran Support Tool "gather logs", and attaching to this Reply

mbst-grab-results.zip

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Another "gather logs" run, this time after disabling "web protection", and rebooting PC.  IPv6 connectivity fully restored, and can ping to outside IPv6 sites successfully.

mbst-grab-results.zip

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FYI:  3.8 Beta

Quote

Fixed an issue where Web Protection could interfere with IPv6 connectivity

 

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Whoa, good news!  As soon as Support can get me back into my Premium Account, I’ll install on my Win7 machines.

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Thanks for posting about this David, I was just about to as soon as I saw the release notes for the new beta.

Hopefully it fixes the issue, but please let us know how it goes and if any further issues do occur.

Thanks

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Many thanks to everyone who posted resolutions to this issue. I will wait for 3.8 to come out and let everyone know if I have ipv6 back with web protection on. I'm sure that everything will be fixed though.

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 I just updated to 3.8.3 and I am getting my ipv6 addresses and pinging successfully etc. Thanks to everyone once again.

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Excellent, thank you for confirming the fix.  Please don't hesitate to let us know if you have any future issues.

Thanks

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