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Can't download updates - was suggested to post here


Go to solution Solved by Maurice Naggar,

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Hi everybody,

Per this thread, my MBAM can't seem to install or update over the internet, and we don't know why. The malwarebytes support tool also apparently can't zip up its own reports, which is weird, and makes troubleshooting difficult.

I ran the FRST tool manually. As soon as it opened, it gave me an error about not being able to update, but the scan seems to have run fine anyway. My logs and error screenshots are attached.

We can't tell if there's an infection, but appreciate your help in figuring out what's wrong here. Thanks in advance.



FRST.txt Addition.txt ThreatScan.txt

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My name is Maurice. I will be helping and guiding you, going forward on this case.
Let me know what first name you prefer to go by.

Please follow my directions as we go along.  Please do not do any changes on your own without first checking with me. 
Please only just attach   all report files, etc  that I ask for as we go along.    Thanks for the reports you provided.   We are going to go slow & methodical.   These are are just first steps.

[     1      ]

The Microsoft Safety Scanner  is a free Microsoft stand-alone virus scanner that  can be used to scan for & remove malware or potentially unwanted software from a system. 
The download links & the how-to-run-the tool are at this link at Microsoft 

Let me know the result of this.
The log is named MSERT.log  
the log will be at  %SYSTEMROOT%\debug\msert.log   which in most cases is
Please attach that log with your reply.

[     2    ]

This OS is a Windows 7 SP1   which is no longer in support at Microsoft.   Have you considered to upgrade to Windows 10  which is supported & more up-to-date with latest security.


I just would like you to do one run with the windows System File Checker applet.

This procedure will use the Windows System File Checker tool  ( SFC ).

Open an elevated command prompt window i.e. run Command Prompt as an administrator .


See   this guide    https://www.sevenforums.com/tutorials/783-elevated-command-prompt.html

It is best to use the Windows Copy ( CTRL+ C )  and paste  ( CTRL+V )  for the whole line, as-is

On that command prompt,  Copy & Paste this command

sfc /scannow

and tap Enter.   Have patience.   I would like to know the message lines at the very end, after it has finished.

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Just an information remark.   Re-reading from the last Scan report from Malwarebytes,  it does seem to be very much Current

Components Version: 1.0.1036
Update Package Version: 1.0.29623


It definitely has the latest release Version & Component  & even the latest definitions, as well.


Do be aware that there is some cleanups to be done   ( later on this machine).

It has some traces of the Microsoft Security Essentials, some traces of Avast,  2 old versions of Java.  

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We were able to update to the latest MB version with an offline install, but we want to make sure future updates will work.

Anyway, the SFC scan "did not find any integrity violations", but the Safety Scanner found and removed Trojan:Win32/CryptInject.

Afterwards I noticed that MB could download and install updates, so it looks like we solved it? Thanks Maurice, you're the best.

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Thanks for the info.   There are some leftover traces, some as tasks, of Microsoft Security Essentials and Avast that need cleanup action. 

Oftentimes, when a antivirus app is uninstalled, it still leaves traces behind.   Here there are 2 such leftovers, by Avast & MSE.  Such things make unwanted complications.

I am relaying a custom script to do that.    The script will run in conjunction wit the FRST tool.

It will not take a lot of time.   The system will be rebooted after the script has run.


This custom script is for  Minus_MB  only / for this  machine only.

Close and save any open work files before starting this procedure. 

I am sending a    custom Fix script which is going to be used by the FRST64  tool. They will both work together as a pair.

Please RIGHT-click the (attached file named) FIXLIST and select SAVE  link AS and save it directly ( as is) to the Downloads folder

The tool named FRST64 .exe   tool    is already on the Downloads
Start the Windows Explorer and then, to Downloads folder

RIGHT click on  FRST64     and select RUN as Administrator and allow it to proceed.  Reply YES when prompted to allow to run.
  to run the tool. If the tool warns you the version is outdated, please download and run the updated version.
IF Windows prompts you about running this, select YES to allow it to proceed.

IF you get a block message from Windows about this tool......
click line More info information on that screen
and click button Run anyway on next screen.

on the FRST window:
Click the Fix button just once, and wait.



PLEASE have lots and lots of patience when this starts. You will see a green progress bar start. Lots of patience. This run here should be fairly quick.
If you receive a message that a reboot is required, please make sure you allow it to restart normally.
The tool will complete its run after restart.
When finished, the tool will make a log ( Fixlog.txt) in the same location from where it was run.

Please attach the FIXLOG.txt with your next reply later, at your next opportunity   


Please stick with me. There are 2 obsolete insecure versions of Java on this pc that need to be uninstalled :   Java 8 Update 121   &  Java SE Development Kit 8 Update 121

IF there is some 3rd-party app that must require Java, then    see this article about getting the most recent release   



It looks to me, also, that the version of Adobe Flash is out of date.

See    https://securitygarden.blogspot.com/2020/09/adobe-released-version-32.html


It appears that Adobe Reader also is outdated.   Please check this article on how to update to latest security version



Keep me advised on overall situation.   On a later pass, I will guide you on cleaning up after the tools we used here.



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  • Solution

Your pc is good to go.   These are to cleanup after the tools we used.

Delete msert.exe

Delete   mb-support-

To remove the FRST  tool & its work files, do this.  Go to your  Downloads folder.  Do a RIGHT-click on FRST64.exe & select RENAME & then change it to UNINSTALL.exe .
Then run that ( double click on it)  to begin the cleanup proceed.


Delete FRSTENGLISH.exe   on the Downloads folder.

Any other file that I had you download, you may delete.

As far as the Windows operating system,  you should consider getting a free upgrade from Microsoft for Windows 10.  The way to do that is outlined at Tenforums



I wish you all the best.


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Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you



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