rstarsky Posted February 10, 2021 ID:1437814 Share Posted February 10, 2021 Privacy starts up fine but when I try to update the software I get a "error occurred downloading check your connection, etc" Any ideals My current version is 2.3.3.479 Link to post
Hardhead Posted February 10, 2021 ID:1437820 Share Posted February 10, 2021 Hello @rstarsky, Please follow the directions from the following topic so that we can get some logs to see what may be causing the issue for you. Upload Malwarebytes Support Tool logs offline Someone will help you. Thanks Link to post
rstarsky Posted February 10, 2021 Author ID:1437827 Share Posted February 10, 2021 mbst-grab-results.zipHere is the file rstarsky Link to post
Root Admin AdvancedSetup Posted February 10, 2021 Root Admin ID:1437898 Share Posted February 10, 2021 Hello @rstarsky The logs show that it's having issues locating certain resources. It failed to find and download some other files that our MBST tool tries to grab as well. Please get me the following logs and we'll see if we can determine why this is happening. 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 Link to post
rstarsky Posted February 11, 2021 Author ID:1437935 Share Posted February 11, 2021 Files are below. Good Luck FRST_10-02-2021 18.59.59.txt Addition_10-02-2021 18.59.59.txt Link to post
Root Admin AdvancedSetup Posted February 11, 2021 Root Admin ID:1437940 Share Posted February 11, 2021 Hello @rstarsky Can you please go into Control Panel, Programs, Programs and Features and uninstall the following Malwarebytes Privacy Malwarebytes Privacy VPN Tunnel Driver Wintun-Windows Then restart the computer and download the latest installer for Privacy and install the program again and let me know if that corrects your issues https://downloads.malwarebytes.com/file/mbprivacy-online Thanks Link to post
rstarsky Posted February 11, 2021 Author ID:1438046 Share Posted February 11, 2021 OK I uninstalled all the programs that you said to and rebooted. Now the downloaded program MB privacy.exe will not load on my computer. I get the error cannot install. Link to post
Root Admin AdvancedSetup Posted February 11, 2021 Root Admin ID:1438108 Share Posted February 11, 2021 What happens if you exit out of Malwarebytes @rstarsky Does it allow you to install then? Link to post
rstarsky Posted February 11, 2021 Author ID:1438168 Share Posted February 11, 2021 I downloaded the program to my download folder then rebooted, then went download folder and it would not load. Error occurred message came up Rstarsky Link to post
Root Admin AdvancedSetup Posted February 11, 2021 Root Admin ID:1438178 Share Posted February 11, 2021 What error? Did it have a number? Can you get a screenshot and show me? Link to post
Root Admin AdvancedSetup Posted February 11, 2021 Root Admin ID:1438179 Share Posted February 11, 2021 I was hoping we could just do the removal and reinstall but it looks like we may need to remove all our software and reinstall cleanly. Please follow the directions from the following topic to do a Clean Removal and reinstall Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool Then see if you can reinstall Privacy VPN and let me know. Link to post
rstarsky Posted February 11, 2021 Author ID:1438181 Share Posted February 11, 2021 Its the same message that I have been getting all along.Says"error loading files check internet connection etc" I will do a complete reinstall. Link to post
rstarsky Posted February 11, 2021 Author ID:1438182 Share Posted February 11, 2021 Will I need my codes?? I have premium. Link to post
rstarsky Posted February 11, 2021 Author ID:1438191 Share Posted February 11, 2021 Wow I am having a terrible time with this reinstall. It would not reinstall, same message Error loading files. There are two files on my desktop. One is the mbst license and the other i mbst .clean.txt file. I told the program to reinstall MB but it would not. Went into c:/ folders could not find any MB files there. I am going to send you the txt file. maybe you can figure it out.mbst-clean-results.txt Link to post
rstarsky Posted February 11, 2021 Author ID:1438193 Share Posted February 11, 2021 I just went into control panel and I still have MB windows firewall control file installed 9/13/2020 632KB version 6.1.0.0 Otherwise no other MB files Link to post
Root Admin AdvancedSetup Posted February 11, 2021 Root Admin ID:1438196 Share Posted February 11, 2021 Please go ahead and remove the MB Firewall control program for now. Then do a reset on the Firewall and reboot. From an elevated admin command prompt run the following netsh advfirewall reset Then reboot and try to install MB4 again and let me know. Link to post
Solution rstarsky Posted February 11, 2021 Author Solution ID:1438207 Share Posted February 11, 2021 Success!!! Installed MB setup and it installed good. Then installed privacy and it installed version 2.6.0.515 I then clicked the update button and it came back with info that I had the latest file. My license number was pulled off the desktop and entered in. Great work !! I was beginning to wonder. Thanks again, rstarsky 1 Link to post
Root Admin AdvancedSetup Posted February 11, 2021 Root Admin ID:1438208 Share Posted February 11, 2021 Excellent, glad that we were able to get you fixed up and running again. If there is anything else I can assist you with please let me know. Take care Link to post
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