Privacy not able to connect

[andy1966]

I installed Malware Privacy on three PCs a few weeks ago.  At first all were running normally.

Recently one PC has been unable to connect.  Initially it would try to connect, and return a failure warning.  Today it does not even do that, it simply sits with a "Connecting" spinning wheel, and gets no further.

The other PCs continue to run Privacy as normal.

[AdvancedSetup]

Hello @andy1966

Sorry to hear you're having issues on the one PC. Can you please do the following and get us some logs for review.

Upload Malwarebytes Support Tool logs offline

Thanks

 

[andy1966]

Can you tell me the Ticket Number for this item, I have run the Support Tool, it is asking me for the Ticket Number.

Thanks.

[Porthos]

10 minutes ago, andy1966 said:

I have run the Support Tool, it is asking me for the Ticket Number.

Read the instructions carefully. You collect the logs and Attach them here please. Upload Malwarebytes Support Tool logs offline

Edited April 22, 2021 by Porthos

[andy1966]

mbst-grab-results.zipHere are the logs as requested.

[Porthos]

2 Questions, are these 3 computers in a business and/or are you on a monitoring plan from a managed service provider?

 

[andy1966]

They are all my personal PCs.  However, two previously were purchased by my business (which no longer exists), and I now own as my own computers (still named as company PCs).

Note that I believe I have now solved the problem.  I ran the Support Tool, and reinstalled MalwareBytes Premium.  For some reason this caused Privacy to be removed, so I had to also reinstall.  Upon reinstalling it is now working again properly.

[Porthos]

1 minute ago, andy1966 said:

Note that I believe I have now solved the problem.  I ran the Support Tool, and reinstalled MalwareBytes Premium.  For some reason this caused Privacy to be removed, so I had to also reinstall.  Upon reinstalling it is now working again properly.

That was going to be one of the next steps. The reason I asked the previous questions is the Logmein AV on your computer which is powered by Bitdefender.

Please refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes Bitdefender.

[Porthos]

I suggest turning off fast startup in Windows. Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

 

I would  also recommend creating exclusions between Malwarebytes and Your AV to help prevent any possible conflicts or performance issues.  Please add the items listed in this support article to Your AV 's allow list(s)/trust list(s)/exclusion list(s) particularly for any of its real-time protection components and likewise add Your AV 's program folder(s) (likely located under C:\Program Files and/or C:\Program Files (x86)) to Malwarebytes' Allow List using the method described under the Allow a file or folder section of this support article and do the same for its primary data folder which is likely located under C:\ProgramData (you may need to show hidden files and folders to see it).

[andy1966]

The LogMeIn is a recent add-on to the GoToMyPC software which allows me to connect to my home PCs from the office (which is exactly what I am doing now, and how I accessed the PC to download and run the Support Tool).  Anyway, currently all is fine after the forced reinstall.  Thanks.

[Porthos]

1 minute ago, andy1966 said:

Anyway, currently all is fine after the forced reinstall.  Thanks.

Just keep in mind my additional instructions if you have any more issues. 😉

[andy1966]

Yes, many thanks.