Jump to content

can't update new computer


Recommended Posts

Hello,

I'm a long-time premium user who just bought a brand new computer, and also a sub to ESET, which I was assured would play nice with MBAM. I installed MBAM first, and later ESET. Some time after installing ESET, MBAM notified me of an update and asked if I wanted to install it but the install aborts about 20% of the way thru the install process. What's going on? Is ESET somehow involved? (I started in their forum, but no joy) Can someone help me get MBAM to update?

 

 

Link to post
Share on other sites

  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

If you are having licensing issues, please do the following: 

Spoiler

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/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

Link to post
Share on other sites

1 hour ago, rockies said:

Can someone help me get MBAM to update?

We need to get information from this machine in order to have the proper detail to help you forward.
 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.

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support xxx.xx.exe to run the report
        You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
        
    Place a checkmark next to Accept License Agreement and click Next
    You will be presented with a page stating, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

Link to post
Share on other sites

Oops. I didn't read the entire instructions. Sorry. I dl & installed the support app, then ran repair. Do you still want the logs?

Also, I was advised by the folks over at ESET to turn off real time monitoring. Should I leave it off, or turn it back on?

 

Link to post
Share on other sites

You can turn it back on once both apps are installed.  If you run into any issues, creating exclusions may help.  The items listed in this support article should be excluded from ESET's real-time protection components and you may exclude ESET's program folder which should be under either C:\Program Files or C:\Program Files (x86) along with its primary data folder which is likely located under C:\ProgramData.

Link to post
Share on other sites

19 hours ago, exile360 said:

You can turn it back on once both apps are installed.  If you run into any issues, creating exclusions may help.  The items listed in this support article should be excluded from ESET's real-time protection components and you may exclude ESET's program folder which should be under either C:\Program Files or C:\Program Files (x86) along with its primary data folder which is likely located under C:\ProgramData.

Both apps are running and each is fully updated, AFAIK. I have not turned real time monitoring back on, as I have concerns about having two real time scanners operating side by side, so will leave it off until I have time to configure the exclusions in ESET, as the instructions I've found so far don't give sufficient info for me to find the option to add exclusions. Thank you for your help.

Link to post
Share on other sites

ESET should have an option for allowed/ignored/trusted/excluded applications/processes somewhere under the settings, most likely either in a dedicated ignore list/exclusions list/trusted applications list, or under the settings for its AV protection.

For excluding ESET in Malwarebytes, I forgot to mention that you would follow the instructions under the Allow a file or folder section of this support article.

With regards to real-time protection, the protection in Malwarebytes functions differently from a traditional AV like ESET.  It does not use on-access scanning to check files when they are created or accessed on disk; instead, Malwarebytes looks at each process/thread that attempts to enter memory to determine if it is malicious, meaning by the time Malwarebytes starts to look at a file/process, ESET will have already analyzed it (because ESET, like most AVs, uses on-access scanning in real-time) and either not detected it, allowing Malwarebytes to flag and quarantine the file without any interference from ESET, or ESET will quarantine it once it has analyzed the file, preventing Malwarebytes from ever seeing it since the file never attempted to enter memory at that point.

I hope this helps to clarify things.

Link to post
Share on other sites

OK, I have re-enabled the real time protection options (web, malware, ransomware, & exploits). 

Am I understanding you correctly that I should be marking MBAM for exclusion in ESET, AND marking ESET for exclusion in MBAM?

And what about the MBAM browser guard add-on in your signature? Will those also play nice with ESET?

 

Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.