Malware Privacy VPN Quit working

[TerryNeal]

After the recent Malware update, my Malware VPN quit working. The icon is still in the Start menu, but the program files are gone. I tried downloading the program files again but I get an error saying the installation cannot finish. This is only after a couple of weeks of trying out the product. I put in a support ticket but no response. If this isn't going to get fixed and if it's going to happen with every update, I want a refund.

[exile360]

Greetings,

I'm sorry that the software is not functioning properly, but hopefully we can get it fixed for you.  I have not heard of an issue like this before, so hopefully it was just a one-off incident.

For troubleshooting purposes and to document the issue for the Product team, please do the following:

1. Download and run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

Once that is done, please go ahead and try a clean install to see if it corrects the issue and allows Privacy to reinstall properly:

1. Download and 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 from here
   

Please let us know how it goes and if you experience any further issues with the software.

Thanks

[AdvancedSetup]

Hello @TerryNeal

Following up to see if the information provided by @exile360 has resolved your issue or not?

For reference only your Help Desk ticket is number: 3407520

Please post a status update when you have a moment and if needed I will be happy to assist you further

Thank you

 

Edited March 18, 2021 by AdvancedSetup
updated information

[TerryNeal]

I ran the tool. I did not receive a request to reboot the system. After logs, it went directly to CLEAN. After clean was completed, I received a message “Reinstall Malwares,” which I did. I rebooted the system after this and the Malwares Premium reinstalled but it was not the problem. I am going to try and do the VPN INSTALL now

[TerryNeal]

mbst-clean-results.txt mbst-grab-results.zip

Edited March 18, 2021 by AdvancedSetup
removed log for privacy

[AdvancedSetup]

Yes, the MBST tool only re-installs Malwarebytes the main product. You will need to manually install Privacy VPN

https://downloads.malwarebytes.com/file/mbprivacy-online

Thank you

 

[TerryNeal]

I was able to reinstall the VPN. But that wasn’t the problem. It was working just fine and then suddenly it wasn’t. 

[Porthos]

10 minutes ago, TerryNeal said:

It was working just fine and then suddenly it wasn’t. 

But is the VPN working now?

[gatortail]

@TerryNealif you have a Windows 7 machine with an older processor please try installing the update just released - v2.8.1.551

[TerryNeal]

Windows 10

[AdvancedSetup]

Is the program properly working now @TerryNeal

What would have caused it to stop working or have files removed is unknown. We're not aware of any malware targeting the program at this time.

 

[TerryNeal]

It is working at present. 

[AdvancedSetup]

Excellent. Thank you for the update @TerryNeal

If you do run into issues again please let us know.

Take care and have a great weekend

Cheers