redwolfe_98 Posted August 31, 2021 ID:1477635 Share Posted August 31, 2021 when i run a scan with adwcleaner, the cloud-definitions are not being downloaded. here is an example of a scan-log showing that the cloud-definitions are not being downloaded: # ------------------------------- # Malwarebytes AdwCleaner 8.3.0.0 # ------------------------------- # Build: 06-29-2021 # Database: 2021-06-29.1 (Local) # Support: https://www.malwarebytes.com/support # # ------------------------------- # Mode: Scan # ------------------------------- # Start: 08-30-2021 # Duration: 00:00:08 # OS: Windows 10 Home # Scanned: 31952 # Detected: 0 Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted August 31, 2021 Staff ID:1477636 Share Posted August 31, 2021 ***This is an automated reply*** Hi, Thanks for posting in the AdwCleaner Help forum.In order to help us assist you to resolve your issue, please post or attach your latest AdwCleaner log files with your post. https://support.malwarebytes.com/hc/en-us/articles/360039021593 Someone will reply shortly, but in the meantime here are a few resources which may help resolve your issue: Malwarebytes AdwCleaner guide A malicious element isn't being detected? Submit the sample here! Need help with another Malwarebytes product or malware removal? Click here for home support Click here for business support Click here for malware removal help Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
Porthos Posted August 31, 2021 ID:1477637 Share Posted August 31, 2021 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...
redwolfe_98 Posted August 31, 2021 Author ID:1477644 Share Posted August 31, 2021 (edited) 1 hour ago, Porthos said: Please do the following so that we may take a closer look at your installation for troubleshooting: Download the Malwarebytes Support Tool i am using the adwcleaner program, not the malwarebytes antimalware program. with the adwcleaner program, there is no installation. it is just a single file that runs without any installation. before going to the trouble of running the malwarebytes support tool, i think someone should check to see if the problem is on malwarebytes' end, which i think it is. i have seen this problem before where it seemed that the cloud-definitions were not downloading. then they were downloading. now they are back to not downloading. again, i think the problem is on malwarebytes' end. it should be simple for someone to test to see if the problem is on malwarebytes's end: simply download and run the adwcleaner program and see if the cloud-definitions are downloaded, or not, when running a scan with the adwcleaner program. in case you are not familiar with the adwcleaner program, here is a link for downloading it: https://toolslib.net/downloads/viewdownload/1-adwcleaner/ Edited August 31, 2021 by redwolfe_98 typo Link to post Share on other sites More sharing options...
Porthos Posted August 31, 2021 ID:1477649 Share Posted August 31, 2021 37 minutes ago, redwolfe_98 said: i am using the adwcleaner program, not the malwarebytes antimalware program. with the adwcleaner program The same instructions are in the auto reply with screenshots.To diagnose the issue staff would like the logs. They are not just for the main program Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 31, 2021 Root Admin ID:1477708 Share Posted August 31, 2021 Hello @redwolfe_98 I'm checking with the AdwCleaner team but I believe they're gone for the day so I may not hear back until tomorrow. Thank you Link to post Share on other sites More sharing options...
redwolfe_98 Posted August 31, 2021 Author ID:1477735 Share Posted August 31, 2021 thank you both for your help. i will leave it in your hands. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted September 1, 2021 Root Admin ID:1477746 Share Posted September 1, 2021 There does appear to be some issue. We're checking into the root cause and hopefully we'll be able to get it resolved before too long Link to post Share on other sites More sharing options...
Staff jboursier Posted September 6, 2021 Staff ID:1478537 Share Posted September 6, 2021 Hello, Fresh databases are flowing in again properly. No action needed on your side, you can just launch a scan as usual 👍 Regards, 3 Link to post Share on other sites More sharing options...
Steve1982 Posted October 8, 2021 ID:1483255 Share Posted October 8, 2021 FYI this issue is ongoing and happens very frequently. For me it's only about 1 in 5 times that the latest database is downloaded when doing a scan. This wouldn't be such a pain if AdwCleaner at least kept the latest version of the database after it's downloaded for next time you run a scan. Link to post Share on other sites More sharing options...
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