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Malwarebytes Update Message misleading


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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.

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  • Staff

***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
  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. 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.
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  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

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If you are having licensing issues, please do the following: 

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For any of these issues:

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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

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  • Root Admin

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

 

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  • Root Admin
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?

 

 

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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.

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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.

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  • Root Admin

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.

 

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  • Root Admin

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

 

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