Malwarebytes Update Message misleading

[Svas]

Hi all,

I had previously posted this issue in the forum and was assisted by AdvancedSetup.

Unfortunately, I spoke too soon and concluded that the problem went away by itself. Unfortunately not.

The issue still exists. Here is a brief description:

I use an ISP dongle to access the internet. I have also installed Comodo Firewall.

When I click on the Account Tab, Malwarebytes tries to access the LICENSE SERVER.

Also, when I click "Check for updates", Malwarebytes tries to access the UPDATE SERVER.

Ideally, I would expect that these servers would be accessible when the following are satisfied:

(1) Internet connection is established; and
(2) Malwarebytes (MBAMService.exe) is allowed by the Firewall to access the internet.

The license server access works fine. It is able to connect only if both the above conditions are met.

If any one of the above is not satisfied, I get the following message which is perfectly fine.

"Unable to contact license server. Check your network settings or contact system administrator for help"

Here is the problem:

The Update feature (both in the General tab and About tab) falsely displays the following message even when my internet is down or when MB is blocked in the Firewall.

"Malwarebytes is up-to-date".

Even if an update is available, it just shows the above message without downloading it.

Obviously it cannot download the update. But I think even showing the above message is very misleading to the users.

It should show a message like the one above displayed by the License server.

Please advise.

Svas.

[Malwarebytes]

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

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[Svas]

I wonder if the MB implementation method to access the Servers is different for License server and Update server.

[AdvancedSetup]

Are  you using a VPN service?

It's quite late for me @Svas but please get me some logs and we'll review tomorrow and provide further assistance

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

• Download the Malwarebytes Support Tool
• In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
• In the User Account Control pop-up window, click Yes to continue the installation
• Run the MBST Support Tool
• In the left navigation pane of the Malwarebytes Support Tool, click Advanced
• In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
• A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

[AdvancedSetup]

13 minutes ago, Svas said:

I use an ISP dongle to access the internet.

This very well could be an issue. I know that we don't have very good support for USB dongle network cards as most of them don't work very well.

I have also installed Comodo Firewall.

This too could potentially be the issue. Perhaps you could disable it for now and see if that helps?

 

 

[Svas]

Hi AdvancedSetup,

I am not using any VPN service.

Will provide you the logs and let's look at it tomorrow.

Thank you.

[AdvancedSetup]

Sounds good. Have a good evening

Chat back with you again tomorrow

 

[Svas]

Hi AdvancedSetup,

(1) I disabled the Comodo Firewall and checked but the problem still exists.

(2) Using the Support Tool, I have re-installed Malwarebytes once again. Surprisingly, it never asked me to restart my machine.

Previously, on two occasions also, it did not ask me to reboot. Each time, I have manually rebooted after the installation.

I'm not sure how helpful this is...just wanted to let you know.

(3) The log file is attached. Please review and advise.

mbst-grab-results.zip

Thank you.

[AdvancedSetup]

Thank you for the logs. I have submitted a request to Development for an improved user experience on updating.

Cheers

 

[Svas]

Hi AdvancedSetup,

Thank you for the reply.

Is it a request to Development to fix the incorrect "Malwarebytes is up-to-date" message?

Just wanted to clarify as I was not sure whether the issue was still under investigation.

Thank you.

Svas.

[AdvancedSetup]

Yes, basically your logs show that there was a refused connection. Not a normally expected error so the default appears to drop back and say it's up to date.

We've asked for further development that would tell you the network connection had an issue.

 

[Svas]

Hi AdvancedSetup,

Thank you very much for your help. How would I know once the issue has been resolved. Is there a way to keep track?

Svas.

[AdvancedSetup]

No, I don't even have a way to keep track. The information is sent off to Development and their team works on it and fits it into their schedule. It could be a few weeks or it could be a few months. The process for change is a lot more complex than most people realize when you have millions of customers and multiple products.

Future updates to the program though are posted in this topic. You could subscribe to this topic