Hazem_Kamal Posted February 18, 2021 ID:1439602 Share Posted February 18, 2021 (edited) After upgrading the server from Windows 2012 R2 to Windows server 2019 Malware stopped working and after cleaning using the provided tool we tried to isntall the agent and it won't allow. Please advise. Note : attached are the logfiles Edited February 18, 2021 by tetonbob deleted mbst-grab per request Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 18, 2021 Staff ID:1439603 Share Posted February 18, 2021 ***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: Spoiler Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler If you are having licensing issues, please do the following: Spoiler For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt 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 Link to post Share on other sites More sharing options...
Porthos Posted February 18, 2021 ID:1439605 Share Posted February 18, 2021 3 minutes ago, Hazem_Kamal said: Windows server 2019 I am sorry to inform you that Malwarebytes Premium (stand alone) is not supported on any server OS and is also against the EULA as well. Quote (b) Paid License. If you purchased a license to the Software from Malwarebytes or from a Malwarebytes authorized reseller, then conditioned upon your compliance with the terms and conditions of this Agreement, Malwarebytes grants you a non-exclusive and non-transferable license to Execute the number of copies of the Software for which you have paid solely in executable form on the corresponding number of Devices owned or used by you. Furthermore, you may not Execute the Software on any Device(s) running a server operating system unless it is a Malwarebytes server product as reflected in its official product name and official release notes. You agree that your purchases are not contingent on the delivery of any future functionality or features (including future availability of any Software beyond the current license term or any new releases), or dependent on any oral or written public comments made by Malwarebytes regarding future functionality or features. https://www.malwarebytes.com/eula/ The proper version is this. https://www.malwarebytes.com/business/ep-server-security/ System requirements https://support.malwarebytes.com/hc/en-us/articles/360038984713-System-requirements-for-Malwarebytes-for-Windows-v4 Link to post Share on other sites More sharing options...
Hazem_Kamal Posted February 18, 2021 Author ID:1439608 Share Posted February 18, 2021 Its not a stand alone copy !!! we have a cloud access (Nebula) Link to post Share on other sites More sharing options...
Porthos Posted February 18, 2021 ID:1439610 Share Posted February 18, 2021 Just now, Hazem_Kamal said: Its not a stand alone copy !!! we have a cloud access (Nebula) Thank you for the clarification. You posted in the consumer section so I assumed you were trying to use the consumer version. I will ask for your post to be moved to the correct section. Link to post Share on other sites More sharing options...
Hazem_Kamal Posted February 18, 2021 Author ID:1439611 Share Posted February 18, 2021 OK,. Thanks . Sorry for the mistake. Link to post Share on other sites More sharing options...
Solution Porthos Posted February 18, 2021 Solution ID:1439613 Share Posted February 18, 2021 1 minute ago, Hazem_Kamal said: OK,. Thanks . Sorry for the mistake. No problem. I also suggest you contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help Link to post Share on other sites More sharing options...
Hazem_Kamal Posted February 18, 2021 Author ID:1439614 Share Posted February 18, 2021 Is it possible to delete the attachement as it has personal network info Link to post Share on other sites More sharing options...
Porthos Posted February 18, 2021 ID:1439616 Share Posted February 18, 2021 1 minute ago, Hazem_Kamal said: Is it possible to delete the attachement as it has personal network info An administrator can do that for you. I will tag one. Also only you and authorized members can access it anyway. @AdvancedSetup Link to post Share on other sites More sharing options...
Staff JonIrenicus Posted February 18, 2021 Staff ID:1439713 Share Posted February 18, 2021 Hey @Hazem_Kamal, For some further clarification for the support tool you were using on that side was that our command line tool for business products on that end? If so could we also ensure that C:\ProgramData and C:\Program Files are fully cleared of any Malwarebytes related folders as well prior to reinstallation. If it wasn't our command line support tool let's try using that version instead that you can pull from this article here: https://support.malwarebytes.com/hc/en-us/articles/360038524734-Malwarebytes-Support-Tool-for-business-environments 1 Link to post Share on other sites More sharing options...
Hazem_Kamal Posted February 21, 2021 Author ID:1440187 Share Posted February 21, 2021 Thanks. I had to delete the folders mentioned manually It worked now 1 Link to post Share on other sites More sharing options...
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