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Getting error "unable to contact update server"


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Hello. I am unable to update my Malwarebytes. I got the error "unable to contact update server", even though my internet connection is working fine. 

I have done a fresh reinstall, and same error. I had to download an offline version to get it back, it wouldn't install again otherwise.

Now, if I press the "check for updates" button, it shows "Downloading update..." bar, but only for 2-3 seconds at 0%, then closes without anything happening.

I have tried turning off windows firewall, and still does not connect for updates.

 

Below is the FRST zip I'm told to include.

mbst-grab-results.zip

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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.

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24 minutes ago, Frendre said:

I had to download an offline version to get it back, it wouldn't install again otherwise.

The log you submitted shows Malwarebytes is not installed.

Please try using an alternate DNS server such as Google DNS as instructed in this article or OpenDNS as detailed in this article.

And reinstall with the current offline installer.

https://downloads.malwarebytes.com/file/mb4_offline

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Oh, my mistake. I am really sorry. I posted the wrong one, that I accidentally created between installs.

 

This one should show it being installed, since I see the icon right now, and it shows up in the "Apps and Features" tab on windows 10.

If this one still shows it's uninstalled, I will do what you recommend in your comment.

 

Thank you for the help.

mbst-grab-results.zip

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6 hours ago, Porthos said:

Please try using an alternate DNS server such as Google DNS as instructed in this article

I can't find how to edit that comment, so I'll make another.


Thank you Porthos, for this comment. I admit I didn't think it would help since my internet runs just fine.

I tried it anyway, and it somehow fixed the problem. MWB updating successfully.

 

If you have a second, may I ask...why that worked? Why would changing the DNS server if the previous one was working fine for literally everything else allow MWB to updating?

 

Thanks again, btw.

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OK, the error is back.

It worked once, now it is again saying, "Network Error. Unable to contact update server. Please check your internet connection."

I have the DNS server changed, but still having problems.

 

Do I need to open a ticket for this?

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  • Root Admin

Hello @Frendre

The system did find updates and went to download them but then it got a timeout error waiting for a response from your computer.

You've had a few errors with faulting programs over the past couple of weeks. If or when an application faults it can mean very little or it could affect other programs and require a computer restart.

 

System errors:
=============
Error: (09/15/2021 03:13:44 AM) (Source: Service Control Manager) (EventID: 7000) (User: )
Description: The Steam Client Service service failed to start due to the following error:
The service did not respond to the start or control request in a timely fashion.

Error: (09/15/2021 03:13:44 AM) (Source: Service Control Manager) (EventID: 7009) (User: )
Description: A timeout was reached (30000 milliseconds) while waiting for the Steam Client Service service to connect.

Error: (09/12/2021 01:46:58 PM) (Source: Schannel) (EventID: 4103) (User: NT AUTHORITY)
Description: A fatal error occurred while creating a TLS client credential. The internal error state is 10013.

Error: (09/09/2021 02:07:50 PM) (Source: Service Control Manager) (EventID: 7023) (User: )
Description: The Mozilla Maintenance Service service terminated with the following error:
Incorrect function.

Error: (09/08/2021 01:04:01 PM) (Source: volmgr) (EventID: 161) (User: )
Description: Dump file creation failed due to error during dump creation.

Error: (09/08/2021 01:04:06 PM) (Source: EventLog) (EventID: 6008) (User: )
Description: The previous system shutdown at 9:35:47 AM on ‎9/‎8/‎2021 was unexpected.

 

Let me have you run the following and we'll see if some clean up helps correct your issues.

 

 

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

 

Edited by AdvancedSetup
updated information
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3 hours ago, AdvancedSetup said:

Please attach or post it to your next reply.

Thank you for the help, I really appreciate it.

I did what you asked, and ran the FRST tool with the txt file.

It all went fine, and took only a few minutes.

But MWB is still timing out when attempting to update, unfortunately. I don't know if I did anything wrong or not. I shut off the Windows firewall first, as that's the only one I use.

Here's the Fixlog it gave me.

Fixlog.txt

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  • Root Admin

Thank you for the log.

 

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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Ok, so I did as you asked. Unfortunately, when it was attempting to reinstall MWB after cleaning it, I got an error, "An error occurred while downloading. Please check your connection . . ." It failed to reinstall because of that.

Here are the logs from the fix, the clean, and the grab-results it gave it.

 

mbst-fix-results.txt mbst-clean-results.txt mbst-grab-results.zip

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  • Root Admin

Please run the following

 

Please download MiniToolBox save it to your desktop and run it.

Checkmark the following check-boxes:

  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • Report FF Proxy Settings
  • Reset FF Proxy Settings
  • List content of Hosts
  • List IP configuration
  • List Winsock Entries
  • List last 10 Event Viewer log
  • List Installed Programs
  • List Devices
  • List Users, Partitions and Memory size.
  • List Minidump Files


Click Go and post the result (Result.txt). A copy of Result.txt will be saved in the same directory the tool is run.

Note: When using Reset FF Proxy Settings option Firefox should be closed.

 

 

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I want to thank you for the work and help you offered me. Doing a hard reset of the router seems to have fixed it.

 

I tested my IPv6 before and after. Before, it was showing big packet losses, now it shows 10/10, and MWB can successfully update.

 

Everything is fixed now.

Thank you so much. I guess this thread can be closed, or however you guys do things. Bye

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  • Root Admin

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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