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PaulL

MBAM 4.0.4.49 fails after Windows 10 pro update.

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My Windows 10 pro is now at version 1903, build 18362.418 after an update today.

After the Windows update MBAM Premium 4.0.4.49, with a perpetual license, began failing repeatedly after 35 seconds while checking for updates. After doing a manual update check MBAM downloaded and installed an update. After restarting the updated MBAM it fails in the same way. See attached screenshot.

 

 

Clipboard02.jpg

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I downloaded and ran mb-support-1.5.3.749.exe selecting "ADVANCED" and "GATHER LOGS".

It ran for 15 minutes showing "COllect Logs", then for 10 minutes showing "RUN FRST", then for 15 minutes showing "ZIP LOGS".

Then it reported that it failed to create mbst-grab-results.zip.

 

 

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Hello @PaulL

Can you please boot into safe mode and try running the support tool again.

Run support tool / Advanced Options/ Gather Logs.

Please let us know if you can gather logs in the safe mode.

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Hi Nikhil,

I booted into safe mode and ran mb-support-1.5.3.749.exe  again with the same result ... it could not write the data file to the desktop.

Since I had signed in to safe mode as administrator but then ran the support tool as a user I figured that maybe the administrator's desktop might be verboten to a user. I then ran the support tool again with administrator privileges with exactly the same result ... it could not write the data file to the desktop.

I then booted back to normal mode. McAfee Total Protection is able to scan the machine normally. Word Pad, Libre Office Calc, Notepad++, and Visual Studio are also normal. MBAM itself starts normally but it still fails 35 seconds after starting a scan. It does not begin scanning for rootkits. I think it might be unable to contact your server, yet I was typing this reply into your website while MBAM was failing to contact your server.

Paul in NY

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@PaulL I removed your last post because you should not post your key here. Good way to get it stolen/blacklisted. All license issues need to be addressed with a support ticket.

They are the only ones with access.

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 

Edited by Porthos

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Hello @Porthos,

Sorry about that. I will re-post it without the key or id so that Nikhil knows the status of my problem.

Paul in NY

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Just now, PaulL said:

Hello @Porthos,

Sorry about that. I will re-post it without the key or id so that Nikhil knows the status of my problem.

Paul in NY

Sorry about the extra work. I only have the power to hide but not to edit.

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Hi Nikhil,

OK, that worked ... except for two glitches.

I control my wifi hookup manually. When it rebooted and asked if I wanted to re-install MBAM I assumed that it wouldn't be able to download the program, so I manually started the wifi and signed into my cable company then I asked it to re-install MBAM which then worked fine.

After the installation MBAM worked fine and found nothing malicious. I then tried to access my account which wanted me to sign in. I will now attempt to resolve the resultant issue with your customer service people.

Thanks very much.

Paul in NY

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1 minute ago, PaulL said:

I control my wifi hookup manually.

In the future, Turn on the wifi before you do anything with Malwarebytes. ;)

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