Endpoint downloads always in preparation

[waxLyrical]

 Totally new - logged into Nebula. I need to install endpoints manually. But always, after 24 hours I'm getting

"Your installer is being generated. Please check back in a few minutes." - how to move this forwards pls?

[knguyen1]

Hello @waxLyrical

Thank you for contacting Malwarebytes Business Support. Can you please direct message or private message me the e-mail address you use to log in to your cloud portal? I may need to make a minor change to your account to manually refresh the installer if this didn't get resolved on its own already. 

Thank you, 

[Wilcox]

I have the same problem as knguyen1 above.

All endpoints are set for daily scan, which is not occurring.  Setting a manual scan simply puts the endpoint into the queue where is sits without resolution. Manually invoking a scan at the specific workstations results in "Scan could not complete." (see attached image)

Please advise as numerous endpoints are not running daily scan.  They are, however, scanning in real time and have caught/quarantined threats.

[knguyen1]

Hi @Wilcox

Can you open a new forum post or open a ticket here? https://support.malwarebytes.com/hc/en-us/requests/new

The installer being refreshed is a different issue and an issue like yours may require additional time to research as well as some logs. 

You can also log into cloud.malwarebytes.com -> Click your username at the top right -> Contact Us and use the appropriate phone number to give us a call.

Thank you,