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Malwarebytes Privacy Cannot Connect


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  • Staff

Greetings,

I'm sorry you're having trouble getting the VPN to connect but we'll do our best to help.

This appears to be a work/business machine, so please consult with your IT department before making any configuration changes to your device if they are in charge of managing your device and the applications installed on it.

To start troubleshooting, please restart the system since Malwarebytes Privacy appears to have been recently installed or reinstalled and some files are waiting for a reboot to finish installing/being replaced on disk.

If the problem remains, please try performing a clean uninstall/reinstall of Malwarebytes using the Malwarebytes Support Tool:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version of Malwarebytes Premium from here and the latest version of Privacy from here

Once that is done, if the issue still persists, I also noticed some other VPN apps on your system which may be conflicting with Malwarebytes Privacy, possibly contributing to or causing the issue.  Please first try disabling or if possible, removing the following applications and restarting afterwards and testing to see if you can then get Malwarebytes Privacy to connect:

SoftEther VPN Client
Steganos Software OkayFreedom
Cisco AnyConnect Secure Mobility Client
No-IP DUC

If removing or disabling those does not resolve the issue, please see if restoring the default DNS server settings for your network connection resolves the issue; there is an option in Malwarebytes Privacy under the Network tab in its settings to configure an alternate DNS as documented in this support article and you can try setting your DNS server as 8.8.8.8 there if you wish once you have verified that Malwarebytes Privacy is now able to connect.

If none of the above resolves the issue, please see if disabling or removing Bonjour (an Apple network streaming application; it is used for streaming audio and video to/from Apple devices on your network to/from your PC and is sometimes known to cause issues with Malwarebytes Privacy).

Please let us know how it goes and if Malwarebytes Privacy is now able to connect or not.

Thanks

Edited by exile360
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  • Staff

Hello again,

I just wanted to check in with you to see how things are going and also make you aware that there was an issue on our end with Privacy being unable to connect for some customers and it is possible that this is what caused the outage in your case.  If so, the issue should now be resolved, however if it is not please let us know and we can continue to troubleshoot the issue with you.

Thank you, and I apologize for any inconvenience this outage might have caused.

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