Cannot update to 4.2 or reinstall

[Minus_MB]

Hi everybody,

I had MB version 4.1 installed on my Windows 7 machine. It's been prompting me to update to 4.2, but that update fails with "An error occurred while downloading. Please check your connection to the Internet and try again." My connection seems to be fine. Disabling the firewall doesn't help.

I downloaded the MB support tool and ran it. All it seems to have done is uninstall MB and then fail to reinstall it. I now have no MB at all.

I tried to gather logs via the support tool. It passed the "Collect Logs" and "Run FRST" steps, then the "Zip Logs" step failed with "We were unable to create mbst-grab-results.zip, please notify Malwarebytes Support."

And here we are. Please help.

[exile360]

Greetings,

Please try using the offline installer located here to see if that helps.  If not, then please check your HOSTS file for any entries blocking Malwarebytes' servers and remove them if found.  Also, if you use any sort of VPN or proxy, disable it, then try installing Malwarebytes to see if it succeeds.

If all of that still fails, please try setting an alternate DNS such as Google DNS (instructions may be found in this article) or OpenDNS (instructions located in this article) to see if that allows the install to complete.

Please let us know how it goes.

Thanks

Edited September 9, 2020 by exile360

[Minus_MB]

Hi, thanks for this! The offline installer worked.

Out of curiosity, I set up an alternate DNS anyway. Also checked the hosts file for malwarebytes and mwb; didn't see anything weird. But still can't install using the regular installer. Still though, I'm currently protected, which counts.

[exile360]

Well, at least you've got it installed now.  Is it able to update OK, or does it show errors when trying to?  I would like to have you get your PC checked to determine the cause of the issue to prevent any future problems.  It may not be infected and the cause is likely either some third party app conflicting with it or else some system setting or permissions issue but since the Support Tool can't gather logs, trying to troubleshoot it here would be difficult so I'd like you to create a thread in our malware removal area where our malware removal specialists are able to use additional tools which will be more likely to be able to run on your system.  To do so, 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 your system.

[Minus_MB]

I don't think it can download new updates either. Immediately after installing, I tried to do an update and it said it was all up to date. Right now, if I check for updates, it says "Downloading update... 0%", and that disappears after a few seconds with no apparent error. But whatever update there was must not have been downloaded, because if I check for updates again it does the same thing.

I'll follow-up in the other forum. Thanks again.

[exile360]

Sounds good, yes I was afraid that might be the case for updates.  There's definitely something odd going on, but they should be able to get the issue resolved for you.

[Firefox]

Run the following scanning tool for us and we'll review these logs to see how we can assist you further.

  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.

[Porthos]

2 minutes ago, Firefox said:

Run the following scanning tool for us and we'll review these logs to see how we can assist you further.

Already has topic in Malware removal forum.

[exile360]

Yeah, sorry about that guys.  I thought it best to go ahead and have further troubleshooting take place there since I wasn't certain which tools would and wouldn't work and more advanced tools/diagnostics/repairs may be needed, depending on what the root cause of the issue is.

[Firefox]

No worries, we are all just here to help...