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No internet connection after updating Malwarebytes Anti-Malware free


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Today, after the software kept prompting me with a pop-up I updated my Malwarebytes Anti-Malware (free) and directly after installation I lost the internet connection of my PC which currently is a huge problem. Also, for some reason it is the "premium trial" again so maybe the real-time internet protection thing is at fault?

What I tried so far:

  • Uninstalling Malwarebytes Anti-Malware and Reinstalling (with reboots in between!)
  • Deleting my WiFi connection and setting it up fresh (I still can connect to my router, but I can´t access the internet anymore)
  • Uninstalling my WiFi card and reinstalling (I have internet with a temporary wifi stick, so maybe the update broke something in the drivers from my wifi card?)
  • I disabled and re-enabled the real time internet protection feature in Malwarebytes Anti-Malware (with reboots in between)

Nothing seems to be working though.

I like the software, but it is unacceptable that it kills my internet, especially when I need the connection for work.

 

I hope somebody can help me.

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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.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  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: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

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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  • Staff

Greetings,

I'm sorry you're having trouble, but whatever is going on we'll do our best to help.

The first thing I would recommend would be to disable the trial so that the software reverts to free mode, that way we can at least try to fix the issue if that is the cause.  To do so, open Malwarebytes and access settings by clicking the small gear icon in the upper right.

Next, click the Account tab and then click Deactivate beneath where it says License key as described in this support article.

Once that is done, restart the system and see if your internet is now working or not.

If your internet is still failing to function, please post diagnostic logs and we'll take a look to try and find what the issue might be:

  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

Please let us know how it goes and post the requested ZIP file from the Support Tool if it's still not working.

Thanks

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