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Wulfeh

MalwareBytes refuses to update

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I've had this issue for a couple days where MalwareBytes refuses to update and I have no idea why. I have tried messing around with windows firewall settings and other various things. My internet works completely fine and I have no other anti-virus software installed besides Windows Defender.

mbst-grab-results.zip

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***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:

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

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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

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Greetings,

It looks like the Support Tool also had some trouble connecting to the web; it failed to download FRST, which is a logging tool it uses to gather part of the diagnostic information it provides.

From the info that is present in the logs, I see that fast startup is enabled.  This is not likely to be the cause of the connectivity issue, however it still may help to disable it as this feature has been known to cause problems.  To do so, please refer to the information here as well as here.  Once it is disabled, restart your system and see if updating works or not.

If the problem continues, please try switching to an alternate DNS provider to see if that helps.  A couple of options and instructions on configuring your DNS provider can be found in this article.

Please let us know how it goes and if either option helped.

Thanks

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Neither of these seemed to work. If it helps at all, I also get a "unable to connect to license server" error as well and I feel like the two issues are linked. I feel like somehow my connection is blocking MBAM servers. It is 7 am where I live and I am about to go to sleep so my next response won't be till later today but I appreciate any further help.

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Yes, however I don't think FRST is hosted on Malwarebytes servers so I suspect it may be a larger issue.  If you would, please post in our malware removal section for more advanced diagnostics; not that I believe the system is infected, however they are able to use more advanced methods and tools which are not allowed in this part of the forums.  To do so, once you return, please follow the instructions in this topic then create a new topic in our malware removal area by clicking here and a technician will aid you in checking the system and hopefully getting the issue fixed.

Enjoy your rest, and please let us know if there is anything else we might help with.

Thanks

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