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Malwarebytes Privacy Cannot Connect


Saphir

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Thank your for all the answers.

If I should find a solution, I will tell you Brainwizardphd. Malwarebytes Privacy never worked for me until now. I hope the problem can be solved soon.

The Kill switch option was always disabled on my Malwarebytes Privacy. I already tried to uninstall Malwarebytes Privacy and reinstall it, but that didn't help. I have Malwarebytes Premium too. I restored the defaults there and reinstalled the Malwarebytes Privacy. I can still not connect. In made some printscreen, maybe they help to see what the problem is. The Malwarebytes Privacy is allowed to pass the firewall (I controlled that already).

Thank you again and kind regards.

 

 

 

Printscreen 3.png

Edited by AdvancedSetup
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Thank you for the updates.  I hope the issue is resolved quickly.

If you haven't tried it yet, it might be worth it to see if changing servers in Malwarebytes Privacy helps because sometimes there can be issues with the program that can be fixed by switching servers and then switching back (assuming you prefer a particular server over another).

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  • Root Admin

Hello @Saphir

Let's start out by updating your Killer Ethernet E2400 network drivers. According to the logs you're on Version: 1.1.65.1168
The latest release version is version 2.3.1489 from August 2020 and they have a newer beta version 2.3.1511 from October 2020

https://support.killernetworking.com/download/killer-software-package-windows-10-1803/

https://support.killernetworking.com/download/killer-control-center-beta/

https://support.killernetworking.com/

 

Solve Most Killer Control Center Issues With A Clean Install
https://support.killernetworking.com/knowledge-base/clean-install-killer-control-center/

 

 

Then please do a clean removal of Malwarebytes, but temporarily for now please do not reinstall the Malwarebytes file. Use our MBST tool for the removal but decline the reinstall.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

After the removal please run FRST and get me new logs.

 

 

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

 

 

Edited by AdvancedSetup
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Sorry for the delay @Saphir

Your system is not without antivirus. Windows 10 comes with built-in Windows Defender which is a pretty good antivirus product today, unlike years ago.

You have the following error in the logs, which could simply be from left over issues of updating your network drivers.

Error: (12/12/2020 04:13:08 PM) (Source: WARP) (EventID: 1) (User:)
Description: API error for request id: None, OsError (Os {code: 10051, kind: Other, message: "A socket operation referred to an unavailable network."})

 

Please open Malwarebytes and click on the small gear icon on the top right. Then on the General tab of the program scroll down and enable the Beta
Then scroll back to the top and click the "Check for updates" link. Then restart the computer again.

Then grab a new MBST set of logs and post those and I will try to review as soon as I can, realize though that I am officially on vacation at the moment until Monday.

Thank you

 

Edited by AdvancedSetup
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Thank you @Saphir

Your current DNS is set to probably use your ISP

DNS Servers: 192.168.0.1

Can you temporarily try setting your DNS to Google Public DNS or DNSWatch

 

Google
https://developers.google.com/speed/public-dns/docs/using

DNSWATCH
https://dns.watch/

Then restart the computer

Then go ahead and reinstall Malwarebytes Privacy VPN
https://downloads.malwarebytes.com/file/mbprivacy-online

Let me know how it works now please.

Thank you

 

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Hi

Thank you again for all the help.

I set the DNS to the Google DNS and reinstalled  Privacy. On my laptop it is now able to connect :-). But strangely it is still not able to connect on the both PC even if I did there all the steps too.  

On one PC (connected to the internet with cable) the connection works in about 10% of the attempts (the servers that work are allways Manchester or London). On the other PC (connected to the internet with WLAN like my laptop), the connection does not work at all. The both PC are the same model (HP Omen). I don't found any "Killer Ethernet E2400 network drivers" on them. Maybe that is the problem?

I upload here the logs of the PC with WLAN.

Kind regards.

 

mbst-grab-results.zip FRST.txt Addition.txt

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On the computer: DESKTOP-81TG2HO

Please go to Control Panel\Programs\Programs and Features and uninstall the following.

Malwarebytes Privacy VPN Tunnel Driver

 

Then run the following fix

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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Hi

I saw that on the log and that is a bit strange for me:

 

"Anti-Spyware Product :     Spybot - Search and Destroy

Up To Date:    Yes    Enabled:    On"

 

I deinstalled the Spybot when I get the Premium of Malwarebytes, so it should not be anymore on the PC. I searched today for it on that PC and can't find the programm. Thats strange for me. Is it possible that the Spybot cause the problem? It should be deinstalled...

 

Kind regards.

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No, I don't think that has to do with it, but we can remove it with a script none the less.

Sorry for the late reply and thank you for the log.

I believe we have a newer build of the program almost ready but due to holiday, pandemic, etc it won't be released I'm sure until well after the new year

 

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  • 2 weeks later...
  • Root Admin

The logs show that Malwarebytes 4 crashed.

Please do the following. Download the MBST tool and use it to uninstall all Malwarebytes software. When it asks to reinstall choose NO, do not allow it to reinstall Malwarebytes at this time.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

Once you have uninstalled all Malwarebytes software please restart the computer one more time.

Then run the FRST tool for me and attach both new logs and we'll see what we have going on now.

 

 

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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Okay, as before we'll run another clean up script and remove a few items that don't belong on the system and reset others back to default

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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