VPN Failing to connect

[Tay777]

I keep getting what seems to be a common issue of the VPN failing to connect properly. I created a support ticket (3090455) on June 24th with all logs attached. I got an automatic email back saying to attach the logs I already did, but I re-did everything anyways. It has now been a week have not heard back from anyone, so thought I would post in here.

Thank you.

 

mbst-grab-results.zip FRST.txt Addition.txt

[Porthos]

5 hours ago, Tay777 said:

I created a support ticket (3090455) on June 24th

It can take 5-7 days for a response from support. This does not include weekends.

I will ask @AdvancedSetup to look at the logs.

 

[AdvancedSetup]

Hello @Tay777

I don't see any obvious reason for the issue. Something is stopping or preventing the Service from starting. Let's do some general clean up of the computer and see if that corrects the issue.

To start out let me have you do the following. Go to Control Panel, Programs, Uninstall - then uninstall the following software temporarily.

Wintun-Windows
Malwarebytes Privacy

Then run the following fix, please.

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
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 that cannot be undone.

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) or wherever you ran FRST from. 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Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

• Windows Temp
• Users Temp folders
• Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
• Recently opened files cache
• Flash Player cache
• Java cache
• Steam HTML cache
• Explorer thumbnail and icon cache
• BITS transfer queue (qmgr*.dat files)
• Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt
 

Thanks

 

[Tay777]

Thank you! That worked perfectly

[AdvancedSetup]

Do you have the log, can you post that back please.

Did you reinstall Malwarebytes Privacy? Is it now working correctly?

 

[Tay777]

I had this issue not to long ago, got the fixlist and was good for a couple weeks if that and now getting the error again.  I have not changed anything. Here is another set of logs.

Thank you for your help this is just frustrating.

mbst-grab-results.zip

[Tay777]

I can't seem to edit post, but tried the old fix list, tried the repair option, tried uninstalling everything and reinstallin g etc.

 

I uploaded the old fixlist. And the new fixlog (keep in mind it did not work like it did last time)Fixlog.txt

fixlist.txt

[exile360]

Greetings,

I've asked the moderators to merge your logs/posts in this thread with your original thread where you were being assisted with this issue originally so that you may continue to work with AdvancedSetup in getting the issue resolved.

[Tay777]

It was working and now it is not working anymore. Here are the logs.

Looking through them it seems to through this error:

Fixlog.txtmbst-grab-results.zip

[AdvancedSetup]

The computer is / was infected with a bitcoin miner from a hack designed to steal Microsoft software. It looks like most has been removed but there are still some items from it.

 

Please reset your Google Sync and clear cache and cookies

https://forums.malwarebytes.com/topic/258938-resetting-google-chrome-to-clear-unexpected-issues/

Then run the following fix again

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
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 that cannot be undone.

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) or wherever you ran FRST from. 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.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

• Windows Temp
• Users Temp folders
• Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
• Recently opened files cache
• Flash Player cache
• Java cache
• Steam HTML cache
• Explorer thumbnail and icon cache
• BITS transfer queue (qmgr*.dat files)
• Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Then uninstall the Wintun-Windows and Malwarebytes Privacy. Do not reinstall them just yet. Let me know when all is done and post back the log

Thanks

 

[Tay777]

Fix has been ran and both programs uninstalled

 

Fixlog.txt

[AdvancedSetup]

I have sent you a private message with further instructions

 

[AdvancedSetup]

Ran system clean up and provided a beta build of Malwarebytes Privacy.

Closing topic, program is now working again.