Not able to Access internet

[mavrck]

Hello all,

I just finished the trial period for Malwarebytes privacy. I purchased the one year subscription. Now, when VPN is turned ON, I cannot access ANY websites.

 

I have MacBook Pro 16" (2019) running macOS big sur 11.1

[treed]

Can  you try uninstalling and reinstalling, making sure you get the latest version of the Privacy app?

To uninstall, simply drag the app to the trash. When you see a warning saying that the Privacy app is hosting system extensions, click Continue.

To reinstall, make sure to grab the latest version of the Privacy app from here, and follow the installation instructions again:

https://links.malwarebytes.com/support/privacy/mac-install

If that doesn't help, let me know.

[mavrck]

I've have done that already

[adas]

Hello @mavrck,

Greetings.

 

We would like to gather Diagnostic/Debug logs to trace the issue.

Please set the application to “Diagnostic mode”. To do that, click on privacy icon and click on “Gear Icon” or settings and toggle ON Diagnostic mode.

After that, try connection different servers and use Internet to access sites.

If the issue still persists, run our support tool with the help of below steps.

Download support tool MBST-Mac.zip from the link below

https://malwarebytes.box.com/shared/static/2ky50vuozkmbyngbvonosckm7zzx9b44.zip

Note: ignore the flags/blockage from browsers as the tool is safe to run

• Go to Download folder
• Double click to Unzip/decompress the file, and press control or double click MBST-Mac and choose Open and proceed to the next step

Enter your computer admin user password in the request; that password is not provided to the app, it simply tells the system that the app is authorized to perform those operations.

Mojave or Catalina, above users need to allow this tool to access the finder app and system events.

There is no need to allow contact and calendar.

After tool finishes to collect log, it will create a zip file on the desktop with name MWB_Info.zip

Please don't attach MWB_Info.zip file to this post. Instead attach the file with below box link.

Click here >>>  Upload file requested

 

Thank you.

 

 

Edited December 17, 2020 by adas

[adas]

Hi @mavrck,

Apologies.

Please don't attach MWB_Info.zip file to this post. Instead attach the file with below box link.

Click here >>>  Upload file requested

 

[JKY]

I have, I think the same problem with BigSur 11.1 on a new Mac Mini.

[adas]

Hello @JKY,

Thank you for reporting us the issue with privacy app.

 

Please refer to previous post (https://forums.malwarebytes.com/topic/268088-not-able-to-access-internet/?do=findComment&comment=1427626 )  to gather our app reports so that we can further investigate the issue.

Additionally, please let us know if you are running any other VPN apps along with our Privacy (VPN) app.

 

 

Edited December 31, 2020 by adas

[JKY]

Will do.  I previously had other VPN's running:

 

Express VPN and Anonine.

[1PW]

Hello @JKY:

Before sending the MBST-Mac gather, you may wish to uninstall or at least fully disable those other VPN products, then please restart macOS and try MBPrivacy again.

Thank you.

Edited December 31, 2020 by 1PW

[JKY]

I am pretty sure they were both either removed and or fully disabled before i ran the MBST-Mac gather.  Thanks for your guidance.

[treed]

Just a note here that you should not try to connect to more than one VPN at the same time. That can cause internet connectivity issues. This isn't specifically about collection of data by MBST-Mac, it applies to your day-to-day usage. It shouldn't hurt to have multiple VPNs installed, but you'll need to make sure that you're not connecting to more than one at one time.