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Can't update malwarebytes


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My computer hasn't been automatically been Malwarebytes installing updates for a while, even during scans. I was able to install updates manually for a time but today I checked for updates and it said it couldn't contact the update server. I have tried reinstalling malwarebytes and was met with the same message. The internet itself works fine as I'm using it to make this post. I have tried using Malwarebytes support tool but after repairing it faces the same issue, any suggestions?

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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:

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  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: 

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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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2 minutes ago, Porthos said:

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

 

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray.

I decided to gather logs using the support tool, as I've been asked to do that with previous issues, but when the support tool started running Malwarebytes completely dissapeared from my computer. The support tool now claims it is not installed and attempts to install it through the standard download run into the same connection problem.

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18 minutes ago, Porthos said:

Can you please try this:

 

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

 

2. Run the installer

 

  Can you please let me  know if that worked ?

 

Malwarebytes successfully installs but still runs into the same issue of not being able to contact the update server

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Just now, Syluxdotcom said:

Malwarebytes successfully installs but still runs into the same issue of not being able to contact the update server

Now follow these instructions exactly.

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 LogsA 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

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9 minutes ago, Porthos said:

Now follow these instructions exactly.

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 LogsA 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

Was sat on the "Run FRST" portion for upwards of 10 minutes, is that normal? Anyway here are the results

mbst-grab-results.zip

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  • Root Admin

Hello @Syluxdotcom

Please do the following. Open Control Panel, Programs, Programs and Features and uninstall the following

Bonjour

Then restart the computer and run the following fix. It will remove all of Malwarebytes 4 (for now do not try to reinstall just yet)

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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  • Root Admin

Actually I made a mistake myself.

Please open Malwarebytes and click on the small wheel icon on top right. Go to Settings, click on the Security tab

Clicked Advanced link

Then disable "Self-Protection module"

image.png

Then go to Control Panel, Programs, Programs and Features and uninstall Malwarebytes

Then run the following script as before. Save to the same folder as FRST64 and then click the FIX button.

fixlist.txt

Thanks @Syluxdotcom

 

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  • Root Admin

Excellent, That portion worked well and Malwarebytes was removed from the computer.

Let me have you run one more fix before we move on.

As you did before, please save the attached FIXLIST.TXT file to the same folder location as the Farbar FRST program. Then run FRST64 and click on the FIX button.

fixlist.txt

When done and the computer has restarted please find the new/updated FIXLOG.TXT file and attach it.

Then run FRST one more time but this time click on the SCAN button

image.png

 

On your next reply please attach all 3 logs

FIXLOG.TXT

FRST.TXT

ADDITION.TXT

 

I'll check back on you sometime tomorrow.

Thanks @Syluxdotcom

 

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The computer in question is (currently at least) unable to post or upload files to this website, posting this message on mobile. When I try it gives me error code -200. Will try to post again later. Any suggestions if that fails?

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  • Root Admin

Great, thank you for the logs. Windows appears to be behind on updates.

Please click on Start / Search and type in the following. "Check for updates" then run that and allow Windows to scan for and install updates.

Once completed with updates, go back and check again until all updates have completed. Note that some of the updates can be quite large and depending on the speed of your computer could take a couple hours or more to complete so please be patient.

Let me know once completed

Thanks @Syluxdotcom

 

 

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All major updates completed. There's one optional update (Cumulative Update Preview for Windows 10 Version 20H2 for x64-based Systems) and a bunch of optional driver updates, should I install them as well?

As a sidenote I can still only post in Private browsing.

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  • Root Admin

Please try a different browser. I'm about to head out for lunch.

Let me get a new set of FRST logs please.

 

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

 

 

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