wpriley Posted June 26, 2021 ID:1465598 Share Posted June 26, 2021 I'm a Premium user. I've tried to update Malware Bytes many times. I get the error: An error occurred while downloading. Please check your connection to the Internet and try again. I uninstalled Malware Bytes and get the same error. I'm using the just downloaded latest version. My Internet connection is fine. Need help ... have NO protection now. Wish I'd left the old version in place. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted June 26, 2021 Staff ID:1465599 Share Posted June 26, 2021 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465600 Share Posted June 26, 2021 Just now, wpriley said: Need help ... have NO protection now. Wish I'd left the old version in place. I'm sorry the software isn't working properly but we'll do our best to help. 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 is 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 Thanks Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465602 Share Posted June 26, 2021 The support tool has been collecting logs for over 10 minutes. See screen capture. Is the normal? Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465603 Share Posted June 26, 2021 1 minute ago, wpriley said: Is the normal? Sometimes. It could be related to the connection issue. Give it some more time and then restart the computer and try again. Be sure all programs and browsers are closed. Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465604 Share Posted June 26, 2021 Update ... support tool now on "Run FRST" step ... been there for over 5 minutes. I'm hoping this will finish. Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465605 Share Posted June 26, 2021 done mbst-grab-results.zip Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465607 Share Posted June 26, 2021 Try the following, Be sure PIA is disabled. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline Run the installer Can you please let me know if that worked ? Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465611 Share Posted June 26, 2021 Standalone install worked but I can't activate premium version either by logging in or entering key. Get message "installation token not found". Thanks for your continued help. Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465612 Share Posted June 26, 2021 1 minute ago, wpriley said: Get message "installation token not found". Did you disable PIA VPN? Please try using an alternate DNS server such as Google DNS as instructed in this article or OpenDNS as detailed in this article. Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465614 Share Posted June 26, 2021 Activate error. Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465617 Share Posted June 26, 2021 NEVER post the key here on the open forum. I have removed the post Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465618 Share Posted June 26, 2021 I disabled my PIA VPN but still got same error both entering key and logging in. Recall my issue is token file not found on local computer ... nothing related to Internet access. Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465620 Share Posted June 26, 2021 Just now, wpriley said: nothing related to Internet access. Proper internet access is require for activation and the software to work correctly. Did you try the DNS changes I suggested? Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465621 Share Posted June 26, 2021 Thanks ... still don't know what to do. Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465622 Share Posted June 26, 2021 2 minutes ago, wpriley said: Thanks ... still don't know what to do. If you changed your DNS settings like I asked please run the support tool and get me a new zip file. Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465623 Share Posted June 26, 2021 Tried to switch to Google 8.8.8.8 but was asked for sub-net and didn't know what to do??? Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465624 Share Posted June 26, 2021 Just now, wpriley said: Tried to switch to Google 8.8.8.8 but was asked for sub-net and didn't know what to do??? https://www.techworm.net/2016/08/change-default-dns-google-dns-fast-internet-speeds.html Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465630 Share Posted June 26, 2021 Log files after using Google's 8.8.8.8 server. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465638 Share Posted June 26, 2021 (edited) Are you sure these are the new logs? I also note they are missing some data. I am going to ask one of the staff members @AdvancedSetup to tale a look at you logs. Edited June 26, 2021 by Porthos Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465646 Share Posted June 26, 2021 I deleted the prior log set before running this one. I'm pretty sure it the latest. Would you like me to run again? Link to post Share on other sites More sharing options...
Porthos Posted June 26, 2021 ID:1465647 Share Posted June 26, 2021 5 minutes ago, wpriley said: Would you like me to run again? I would rather wait for @AdvancedSetup to look at your logs and assist. Link to post Share on other sites More sharing options...
wpriley Posted June 26, 2021 Author ID:1465648 Share Posted June 26, 2021 DNS server settings ... Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted June 26, 2021 Root Admin ID:1465660 Share Posted June 26, 2021 Please create new logs and do not edit. I will review by Monday if possible, if not then on Monday. Thanks @wpriley 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 Link to post Share on other sites More sharing options...
wpriley Posted June 27, 2021 Author ID:1465673 Share Posted June 27, 2021 Ran full repair ... finished fine. Still can't activate by Email or license key. Latest log file attached. mbst-grab-results.zip Link to post Share on other sites More sharing options...
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