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Every time I start my PC Malwarebytes fails to start since I installed windows 11. When I manually start it I get an "unable to contact licence server" notice, I also get an "unable to contact update server" notice. I have run the support app, reinstalled Malwarebytes several times and it works fine till next time I start my computer. I have noticed after a reinstall that the windows firewall is turned off but the next time I start my PC it is turned on again, I have allowed every Malwarebytes exe through the windows firewall to no avail. I currently have to reinstall Malwarebytes everyday! 

Screenshot 2021-09-27 121828.png

Screenshot 2021-09-27 121755.png

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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.
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  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.
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1 hour ago, RussJ said:

Sorry I am using Windows Pro 11 x64 Beta and the Malwarebytes Beta version

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

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  • Root Admin

I cannot promise this will correct your issue as I've not seen your logs yet, but I've had several users this past month tell me that doing a factory reset on their router corrected the issue for them. @RussJ

How To Reset Your Router
https://setuprouter.com/networking/how-to-reset-your-router/

 

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7 minutes ago, RussJ said:

I also turned my PC off and then on again (as apposed to a restart)

This is not as good as a restart since fast start is enabled.

Quote

Fast Startup:                    On

Turn off off fast startup in Windows. Then restart.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

Have you reset your router as requested?

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  • Root Admin

The power off as @Porthos says simply puts the new Windows 10 / 11 computers into sleep hibernate mode

From the logs:  :PowerResumeNotificationImpl    "servicecontrollerimplementation.cpp"    2936    "Notifying controllers of power resume"

The logs indicate some issue I've not seen before. It also did not download the Farbar logs. Please run the following for me @RussJ

 

 

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

 

 

Edited by AdvancedSetup
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Okay no I have not reset my router, But will. @Porthos My understanding is that power off turns it off but keeps the memory cache while a restart clears the cache? Which was not the point of the exercise. So how do I turn off my PC? When I turn it off there are no lights or fans running no indication it is hibernating. 

Addition.txt FRST.txt

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Is there a need to turn off fast start up? I do know the difference between off and restart and when it is that I need to restart. And turn off is just that it shuts the PC down but stores a cache on the drive to reload faster. I have no problem with that and use a restart when needed. I have reset the router

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  • Root Admin

No, you don't have to turn it off. But, prove to yourself that it really buys you anything. Without a stop watch I sure can't tell the difference with it on or off, but maybe that's because I never sleep my computer and I never leave dozens of programs running for days at a time. It's off on all my systems and they all start up very fast with it off.

 

The following software is no longer recommended by experts. The choice is yours though if you keep it or not

CCleaner
 

I know that our own Malwarebytes Privacy VPN uses a 10.x DNS server but not they way it's shown in your logs and I see that at some point it looks like our VPN was installed but the logs don't show it installed anymore.

 

The DNS and DHCPServer setup are not default and suspect.

Did you personally set up a DHCP server with these settings or install software that does this for you? 10.x is a Private Network and is not routable over the Internet. If it does not know all the IP addresses on the Internet it cannot resolve for you.

 

Winsock: Catalog5 07 C:\WINDOWS\SysWOW64\nlansp_c.dll [83456 2021-06-05] (Microsoft Windows -> Microsoft Corporation) ATTENTION: LibraryPath should be "%SystemRoot%\system32\NLAapi.dll"
Winsock: Catalog5-x64 07 C:\Windows\system32\nlansp_c.dll [126976 2021-06-05] (Microsoft Windows -> Microsoft Corporation) ATTENTION: LibraryPath should be "%SystemRoot%\system32\NLAapi.dll"
Tcpip\Parameters: [DhcpNameServer] 10.0.0.138
Tcpip\..\Interfaces\{1c22d0ca-b73b-4f1a-8538-c54188b1adbf}: [DhcpNameServer] 10.0.0.138
Tcpip\..\Interfaces\{d8b2230f-2427-498a-99c1-ddd87cfb4e1b}: [DhcpNameServer] 10.0.0.138

 

More confirmation that something is not working as expected on the Network stack

Error: (09/30/2021 09:42:27 AM) (Source: Microsoft-Windows-EapHost) (EventID: 2002) (User: RUSSELLS-PC)
Description: Skipping: Eap method DLL path validation failed. Error: typeId=55, authorId=311, vendorId=0, vendorType=0

https://docs.microsoft.com/en-us/windows/win32/eaphost/about-eap-host

 

You appear to have either another Physical or Virtual computer on the same network with the same name. That is not supported. You need to change the host name of one of the computers.

System errors:
=============
Error: (09/30/2021 11:12:46 AM) (Source: Server) (EventID: 2505) (User: )
Description: The server could not bind to the transport \Device\NetBT_Tcpip_{1C22D0CA-B73B-4F1A-8538-C54188B1ADBF} because another computer on the network has the same name.  The server could not start.

 

Error: (09/30/2021 09:18:56 AM) (Source: Service Control Manager) (EventID: 7023) (User: )
Description: The FDResPub service terminated with the following error:
General access denied error

https://www.bleepingcomputer.com/startups/fdrespub.dll-25785.html

 

 

 

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  • Root Admin

No, the grayed out check mark shows it's enabled. You need to click the Change Settings to turn it off.

image.png

 

I also need you to answer the questions about the Network settings I spoke about above. I can have you run a script to change all that but want to hear from you why it's set like that. If you don't know why then I'd say the computer either is or was possibly attacked.

 

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fast start is turned off now, Re: I also need you to answer the questions about the Network settings I spoke about above. I can have you run a script to change all that but want to hear from you why it's set like that. If you don't know why then I'd say the computer either is or was possibly attacked.

I changed no network settings myself  The DNS and DHCPServer setup are not default and suspect. I do use a VPN IPVanish

Edited by AdvancedSetup
corrected font issue
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  • Root Admin

For now please temporarily uninstall IPVanish and restart the computer.

Delete your current logs from the FARBAR program and run the program again and click the SCAN button. Make sure you have a check mark on the Addition.txt check box.

Then attach both new logs on your next reply.

It's getting late for me but I will try to reply again if possible, if not then tomorrow.

Thank you

 

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  • Root Admin

Let me have you go ahead and run the following fix. Please right-click and exit out of Malwarebytes before running the fix.

This is going to do a FULL reset on your network settings and put them back to default. I'm not expecting any issues but if there are please try the Network Troubleshooter before trying to do a System Restore. Again, not expecting any 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 fix 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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  • Root Admin

Thank you for the log. Overall the fix went well, but the Firewall reset got an Access Denied which is not normal since it was run with Admin rights.

For now please run the MBST tool again and do a Clean Removal and Reinstall of Malwarebytes now and let me know if you're able to activate and update now or not.

 

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, 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 if any locked files found.
  • Manually restart the computer if the tool does not do it for you.

After the restart please do the following

  • 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

 

 

 

Then, when you have time you may want to investigate and see why NETSH was unable to reset the Firewall back to factory default settings.

https://appuals.com/how-to-fix-the-netsh-int-ip-reset-failed-problem-on-windows/

 

 

Edited by AdvancedSetup
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