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Malwarebytes will not automatically update


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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.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • 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.

Screenshots:

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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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Please do the following so that we may take a closer look at what is going on:
  1. Accept the EULA and click Advanced tab on the left (not Start Repair)
  2. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
Once you got the logs, then please try the following to see if it fixes the issue:
  1. Accept the EULA and click Advanced
  2. Next click on Clean
  3. Follow the onscreen instructions and restart your computer if prompted to do so
Please let us know how it goes.
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Hello,

The file is attached.  I found that tool before you posted, so I did things a bit in reverse, see below...

1) Used the tool to clean, and re-install.

2) Made sure all the auto update settings were on.

3)  Dumped the log file

4) ensured the auto update was set to 1 hour

5) Waited for at least an hour.  Then tried to update.  It worked manually.  Indicating that the program is still not updating/checking by itself.

It has been doing this since I purchased it over a year ago.  Both for definitions, and for version updates.

I just got into the habit of manually updating once per day.  I just decided todo something about it.

Thanks for any help

-Brian

 

 

mbst-grab-results.zip

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  • Root Admin

The system could use some generic clean up as well as potentially fixing some items that are crashing.

What appears to be one of the issues is that you're using Express VPN as well and even Windows Defender is having trouble resolving the update site.

If you'd like to do some clean up work and try to correct the issues please let me know and I will move your topic to the Malware Removal forum and assist you further.

Thanks @Bugman2112

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Not sure why ExpressVPN would be a problem.

I don't have it enabled all of the time, and this issue started long before I used a VPN.

However, something else you said about Windows Defender issues led me to trying something which appears to have solved the problem.

Although Malware bytes takes the place of the virus functions of defender, defender firewall stays active.

So I added some inbound/outbound rules to allow Malware bytes through the firewall.

Not sure why this would be needed, but I can report that Malware bytes seems to be self updating now for the past several days.

Thanks!

-Brian

 

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