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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:

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  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:

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

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  • 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

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Greetings,

Please do the following to see if it helps:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Please be patient while the tool runs, it can sometimes take several minutes to complete
  4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process

If that fails to correct the issue, please see if performing a clean install fixes it by doing the following:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

I also noticed you have Java installed.  If you do not require it, I'd highly recommend removing it as Java is a frequent target for exploits.  To remove it, I suggest using the official uninstall tool found on this page.

Please let us know how it goes and if the problem continues.

Thanks

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4 hours ago, exile360 said:

Greetings,

Please do the following to see if it helps:

 

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Start Repair
  3. Please be patient while the tool runs, it can sometimes take several minutes to complete
  4. Follow the onscreen instructions and restart your system if prompted to do so to complete the repair process

 

If that fails to correct the issue, please see if performing a clean install fixes it by doing the following:

 

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

 

I also noticed you have Java installed.  If you do not require it, I'd highly recommend removing it as Java is a frequent target for exploits.  To remove it, I suggest using the official uninstall tool found on this page.

Please let us know how it goes and if the problem continues.

Thanks

i followed all the steps and it still doesnt work.

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OK, please try setting an alternate DNS to see if it is perhaps being blocked by your current DNS provider for some reason.  You can use Google DNS by following the instructions for Windows found on this page.  Also, if you are using any sort of VPN, proxy or alternate DNS currently, please try disabling it to see if that allows it to connect.

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If the above does not work,

I think we should have @AdvancedSetup Look at this. I wonder if the following is causing a networking issue.

Quote

Network Binding:
=============
vEthernet (Ethernet): Npcap Packet Driver (NPCAP) -> INSECURE_NPCAP (enabled)
vEthernet (Ethernet): Npcap Packet Driver (NPF) -> INSECURE_NPF (enabled)
Bluetooth Network Connection: Npcap Packet Driver (NPCAP) -> INSECURE_NPCAP (enabled)
Bluetooth Network Connection: Npcap Packet Driver (NPF) -> INSECURE_NPF (enabled)
vEthernet (Ethernet 2): Npcap Packet Driver (NPCAP) -> INSECURE_NPCAP (enabled)
vEthernet (Ethernet 2): Npcap Packet Driver (NPF) -> INSECURE_NPF (enabled)
Ethernet 2: Npcap Packet Driver (NPCAP) -> INSECURE_NPCAP (enabled)
Ethernet 2: Npcap Packet Driver (NPF) -> INSECURE_NPF (enabled)
Ethernet: Npcap Packet Driver (NPF) -> INSECURE_NPF (enabled)
Ethernet: Npcap Packet Driver (NPCAP) -> INSECURE_NPCAP (enabled)

 

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NPCAP shouldn't cause any issues I don't think; it's just used for capturing traffic for tools like WireShark and the like, though some kind of conflict is possible.  I did see at least one VPN app listed however, and I also noticed a crypto mining app and remote access tool, though I don't know if any of those would affect it (other than possibly the VPN, though I don't know if it is active).

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27 minutes ago, exile360 said:

OK, please try setting an alternate DNS to see if it is perhaps being blocked by your current DNS provider for some reason.  You can use Google DNS by following the instructions for Windows found on this page.  Also, if you are using any sort of VPN, proxy or alternate DNS currently, please try disabling it to see if that allows it to connect.

changed the DNS settings and still didnt work, plus uninstalled the apps that could possibly affect the connection.

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Alright, please follow the instructions in this topic then create a new topic in our malware removal area by clicking here and a malware removal specialist will guide you in checking and cleaning your system of any threats.  It may not be an infection, but they can use more advanced fixes and diagnostic tools in that part of the forums so they should be able to resolve the issue.

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