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Hello i recently reset my pc and now when i try to download malwarebytes it says to "an error has occurred while downloading. Please check your connect to the internet and try again" i am connected to the internet and i do not know what it means by check my internet connection

error.PNG

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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:

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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.
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    • 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.

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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 try the offline installer located here to see if that works.  Be sure to try and update after installing to ensure it can get online to get updates.

If you still run into any issues, please do the following so that we can take a look:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

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3 minutes ago, exile360 said:

Greetings,

Please try the offline installer located here to see if that works.  Be sure to try and update after installing to ensure it can get online to get updates.

If you still run into any issues, please do the following so that we can take a look:

 

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

 

 

mbst-grab-results.zip

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37 minutes ago, mggg said:

offline version says "something went wrong" 

  Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

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You might also try an alternate DNS server to see if that makes any difference.  I've provided details on how to use two different DNS servers so that you may choose whichever you wish (or you may configure a different DNS server if you have your own preference) to see if that allows the software to update and connect to the internet.  Instructions for using Google DNS can be found in this article and details on using OpenDNS can be found in this article.

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40 minutes ago, Porthos said:

  Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

Addition_02-08-2020 23.08.31.txt FRST_02-08-2020 23.08.31.txt

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This could just be coincidence, however I've seen at least 2 or 3 other users recently who also had Xfinity/Comcast as their internet provider having the same problems with Malwarebytes being prevented from accessing its servers:

Tcpip\Parameters: [DhcpNameServer] 75.75.75.75 75.75.76.76
Tcpip\..\Interfaces\{2f74db34-d59e-4368-8311-3946bf7b841b}: [DhcpNameServer] 75.75.75.75 75.75.76.76
Tcpip\..\Interfaces\{685e4fa8-9153-44ed-af98-6392bbb5498e}: [DhcpNameServer] 75.75.75.75 75.75.76.76

If you try an alternate DNS as suggested above, I bet Malwarebytes will be able to connect and update.

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7 hours ago, exile360 said:

This could just be coincidence, however I've seen at least 2 or 3 other users recently who also had Xfinity/Comcast as their internet provider having the same problems with Malwarebytes being prevented from accessing its servers:

 


Tcpip\Parameters: [DhcpNameServer] 75.75.75.75 75.75.76.76
Tcpip\..\Interfaces\{2f74db34-d59e-4368-8311-3946bf7b841b}: [DhcpNameServer] 75.75.75.75 75.75.76.76
Tcpip\..\Interfaces\{685e4fa8-9153-44ed-af98-6392bbb5498e}: [DhcpNameServer] 75.75.75.75 75.75.76.76

 

If you try an alternate DNS as suggested above, I bet Malwarebytes will be able to connect and update.

Ok thank you

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