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Malwarebytes Privacy - Unable to connect


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Hello support team,

I seem to be having an issue with my Malwarebytes Privacy VPN being unable to connect on my PC. I have included a screenshot of the error and the logs from the Malwarebytes Support Tool as per instructions in the pinned post.

Hopefully you can help me resolve this issue and get your VPN working again. This problem only occurred late last night and I'm unaware of any changes that precipitated this issue.

 

1229364313_IssueScreenshot.thumb.png.c4ff27084512fe6ab238024a193e2454.png

mbst-grab-results.zip

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  • Staff

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

If you are having technical issues with our Windows product, please do the following:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
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    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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If you are having licensing issues, please do the following: 

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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  • Staff
  • Solution

Greetings,

Has your system crashed recently?  I see a couple of recent memory dumps in your logs.

Please try uninstalling Malwarebytes Privacy, restarting the system, then reinstalling Malwarebytes Privacy to see if that fixes the problem.

You might also try removing AVG to see if it is the cause of the issue as one or more of its components may be conflicting with or blocking Malwarebytes Privacy.  AVG's official removal tool is located here.

Please let us know how it goes.

Thanks

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