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MalwareBytes Error: 'Unable to contact update server. Please...' and RTP

williamcms
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williamcms

williamcms

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Hi,

Everytime I open Malwarebytes some time after login in my profile, it gives me the "Unable to contact update server. Please check your Internet connection" error (mb_noconn.png). This error doesn't happen until some time passes after logon. Additionally, i'm receiving some weird "RTP detections" on malwarebytes as a use the browser (mb_history.png and rtp1.txt, rtp2.txt, rtp3.txt for additional info). All this happened after i needed to format factory my windows 'cause i opened a file containing a lot of virus (previous_scan.txt), i even bought malwarebytes after this, i was too afraid some virus was still in my PC.

Already tried uninstalling and reinstalling the program, but I'm still getting the same error. I've even used the Farbar Recovery Scan Tool and AdwCleaner program after seeing a similar post to gather some info (FRST.txt and Addition.txt).

Thanks very much for your attention

mb_noconn.png

mb_history.png

previous_scan.txt rtp2.txt rtp1.txt rtp3.txt Addition.txt FRST.txt

Edited by AdvancedSetup
corrected font issue
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  • Root Admin
AdvancedSetup

AdvancedSetup

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Please temporarily uninstall the following. Go to Control Panel, Programs, Features and Programs @williamcms

Discord
 

Then run the following fix

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.

NOTE-3: As part of this it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

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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AdvancedSetup

AdvancedSetup

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The script was to clean up and repair issues with Windows. The following is an example of what was done.


Windows Resource Protection found corrupt files and successfully repaired them.

 

Is Malwarebytes able to contact the license server and get updates now?

We're trying to make sure the computer is safe and secure.

 

Let me have you run the following, please.

The Microsoft Safety Scanner is a free Microsoft stand-alone virus scanner that can be used to scan for & remove malware or potentially unwanted software from a system.

The download links & the how-to-run-the tool are at this link at Microsoft

https://docs.microsoft.com/en-us/windows/security/threat-protection/intelligence/safety-scanner-download

Please let me know the results of this scan.

The log is named MSERT.log 

the log will be at  C:\Windows\debug\msert.log   which in most cases is

C:\Windows\debug\msert.log

Please attach that log with your next reply.

 

Thanks

 

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AdvancedSetup

AdvancedSetup

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Great, that log looks good. The tamper setting detection and fix are quite normal.

 

Please download the following tool and run it. It will scan your other software and allow you to update it automatically.

Patch My PC Home Updater
https://patchmypc.com/home-updater

 

Also, click on Start / Search and check for Windows Updates

 

I'm heading out but will check back on you sometime tomorrow

Cheers @williamcms

 

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AdvancedSetup

AdvancedSetup

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No, I wouldn't want to do that and promise it would fix your issue since we're not certain yet what is truly causing this.

Doing a factory reset is a lot of work and a change to your system.

 

Let's try something else and see if that works.

 

Can you please do the following?

  • 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, place a checkmark on all of the Repair System entries.
  • Then click on the Repair System button and allow it to run and restart the system.

image.png

 

After the restart please do the following

  • Run the MBST Support Tool again.
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

 

After the restart please do the following

  • Run the MBST Support Tool again.
  • 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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AdvancedSetup

AdvancedSetup

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Thank you @williamcms

The logs show that Malwarebytes activated on the new install. Updates look to be working as well at this time.

If you go to Settings in Malwarebytes and click the About tab and then check for updates. Are you still getting any errors contacting the license server?

 

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  • 1 month later...
  • Root Admin
AdvancedSetup

AdvancedSetup

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Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you

 

 

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