Unable to install latest Malwarebytes update (4.2.1)

[Syluxdotcom]

Whenever I try to install the 4.2.1 update, it gets to the progress bar after initiating the install but then nothing happens. After about 30 seconds it fails and I get an error saying "An error occured while downloading. Please check your internet connection and try again." I've had Malwarebytes on this particular computer for over two years now and this is the first time I've had this issue. I tried disabling windows firewall, since apparently that could cause issues and I also tried a restart, neither worked. I also tried re-downloading the installer from the website, the installer itself downloaded fine but it ran into the same issue when I tried installing. Upon restart Malwarebytes is also saying it is unable to contact the license server whenever I open its tab.

Any articles I found on the subject were from months ago or about fresh installations, so I thought I'd seek answers here.

[exile360]

Greetings,

Please do the following so that we can take a look at what's going on with the software and your system:

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
   

Thanks

[Syluxdotcom]

Hey, logs are done

mbst-grab-results.zip

[Porthos]

10 minutes ago, Syluxdotcom said:

Hey, logs are done

I suggest turning off fast startup in Windows. And also UN-installing Avast Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

Please also refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes Avast.

Then

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 Let me know if that clears up the issue or not.

 

[Syluxdotcom]

Ok so I turned off fast startup. I uninstalled Avast around a month ago so I'm not sure why that showed up, I did find some leftover folders though so I deleted them as well. I went through the Clean process, Malwarebytes successfully uninstalled and everything was fine until it got to reinstalling Malwarebytes, at which point I ran into the same issue as before.

[Porthos]

8 minutes ago, Syluxdotcom said:

Malwarebytes successfully uninstalled and everything was fine until it got to reinstalling Malwarebytes, at which point I ran into the same issue as before.

Can you please try this:

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

2. Run the installer

  Can you please let me  know if that worked ?

[Syluxdotcom]

That one installed normally yes, though it appears I'll have to find and re-input my premium license. Thanks for the help! Any idea what may have been causing the issue?

[Syluxdotcom]

Ah, another problem. I found my license key but Malwarebytes still isnt able to contact the license server, so I can't activate it.

[Porthos]

22 minutes ago, Syluxdotcom said:

I found my license key but Malwarebytes still isnt able to contact the license server, so I can't activate it.

Get a new set of logs from the support tool and I will have someone work one on one with you to get it working.

[Syluxdotcom]

Can do, thanks again for the help.

mbst-grab-results.zip

[Porthos]

@AdvancedSetup Could you look this one over when you get a chance as well.

[exile360]

Please try running the Avast uninstall tool found here then restart your system and see if Malwarebytes is able to activate and update.

If it still fails, please try setting an alternate DNS such as Google DNS as documented in this article or OpenDNS as instructed in this article to see if that allows it to work.

Please let us know how it goes.

Thanks

[Syluxdotcom]

Setting my PCs DNS to Google DNS worked, thank you!

[exile360]

EDIT: Never mind, AdvancedSetup was asked to take a look and he'll be able to check the issue more thoroughly for you  

Edited September 27, 2020 by exile360

[AdvancedSetup]

So are you all set now @Syluxdotcom or did you still need further assistance?

Thanks

 

[Syluxdotcom]

It's all good for now, though I'm still not entirely sure what caused the issue. Malwarebtes has been updating fine on this PC for over a year and my other computer installed the update just fine on the same network so it's not a router issue. But the DNS change appeared to fix it so I guess it's kind of moot at this point.

Thanks again to all three of you!

[exile360]

Glad we could help, and if you need anything else please let us know.

Thanks