hairy65 Posted October 23, 2021 ID:1485104 Share Posted October 23, 2021 Opened Malwarebytes and malware protection was turned off. Unable to turn it on so downloaded the support tool. Gathered logs and ran the clean but unable to re-install. I've been able to install the trial version but can't activate my license. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted October 23, 2021 Staff ID:1485105 Share Posted October 23, 2021 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler If you are having licensing issues, please do the following: Spoiler For any of these issues: Renewals Refunds (including double billing) Cancellations Update Billing Info Multiple Transactions Consumer Purchases Transaction Receipt 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 Link to post Share on other sites More sharing options...
Porthos Posted October 23, 2021 ID:1485106 Share Posted October 23, 2021 @hairy65 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 Link to post Share on other sites More sharing options...
hairy65 Posted October 23, 2021 Author ID:1485109 Share Posted October 23, 2021 Hi Porthos, thanks for the quick reply. Here are the logs you requested. FRST.txt Addition.txt Link to post Share on other sites More sharing options...
Porthos Posted October 23, 2021 ID:1485115 Share Posted October 23, 2021 3 hours ago, hairy65 said: Here are the logs you requested. The issue is usually caused by some networking issue that does not keep you from using the internet but keeps Malwarebytes from connecting. I am going to ask @AdvancedSetup to look at the logs and work with you. Link to post Share on other sites More sharing options...
Solution hairy65 Posted October 24, 2021 Author Solution ID:1485137 Share Posted October 24, 2021 Hi, I have this morning reset my router again and Malwarebytes is now able to contact the servers. Hopefully that's all it was. Thanks again for your help. Link to post Share on other sites More sharing options...
Porthos Posted October 24, 2021 ID:1485138 Share Posted October 24, 2021 8 minutes ago, hairy65 said: Hi, I have this morning reset my router again and Malwarebytes is now able to contact the servers. Hopefully that's all it was. Thanks again for your help. Sometimes it is all it takes. Glad it is working. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 24, 2021 Root Admin ID:1485140 Share Posted October 24, 2021 (edited) If all is working okay now that should be good. If you do find that you continue to have issue please let us know. You have at least 3 different VPN services running, and starting which can also sometimes cause issues. DigibitVPN Avast VPN Malwarebytes VPN Please consider changing your default DNS Sever settings DNS is what lets users connect to websites using domain names instead of IP addresses Google Public DNS: IPv4 8.8.8.8 and 8.8.4.4 IPv6 2001:4860:4860::8888 and 2001:4860:4860::8844 Cloudflare: IPv4 1.1.1.1 and 1.0.0.1 IPv6 2606:4700:4700::1111 and 2606:4700:4700::1001 OpenDNS: IPv4 208.67.222.222 and 208.67.220.220 IPv6 2620:119:35::35 and 2620:119:53::53 DNSWATCH: IPv4 84.200.69.80 and 84.200.70.40 IPv6 2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b The Ultimate Guide to Changing Your DNS Serverhttps://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/ Edited October 24, 2021 by AdvancedSetup updated information Link to post Share on other sites More sharing options...
hairy65 Posted October 24, 2021 Author ID:1485142 Share Posted October 24, 2021 3 minutes ago, AdvancedSetup said: If all is working okay now that should be good. If you do find that you continue to have issue please let us know. You have at least 3 different VPN services running, and starting which can also sometimes cause issues. DigibitVPN Avast VPN Malwarebytes VPN Please consider changing your default DNS Sever settings DNS is what lets users connect to websites using domain names instead of IP addresses Google Public DNS: IPv4 8.8.8.8 and 8.8.4.4 IPv6 2001:4860:4860::8888 and 2001:4860:4860::8844 Cloudflare: IPv4 1.1.1.1 and 1.0.0.1 IPv6 2606:4700:4700::1111 and 2606:4700:4700::1001 OpenDNS: IPv4 208.67.222.222 and 208.67.220.220 IPv6 2620:119:35::35 and 2620:119:53::53 DNSWATCH: IPv4 84.200.69.80 and 84.200.70.40 IPv6 2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b The Ultimate Guide to Changing Your DNS Serverhttps://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/ Thanks for the reply. Digibit VPN is the only one I use occasionally. Is there any particular DNS server settings you would recommend? Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 24, 2021 Root Admin ID:1485150 Share Posted October 24, 2021 While on VPN it normally uses it's own DNS server for you. When not using a VPN then using another one would be recommended. Of the four listed the OpenDNS would not be the best recommendation as they have limited IPv6 support. DNSWatch works well for some but not for others, perhaps where you're located. Google and Cloudflare probably provide more than half the DNS solution around the world but that size and sometimes their model, marketing, or ethics does give me some pause. They do work well though. Link to post Share on other sites More sharing options...
hairy65 Posted October 24, 2021 Author ID:1485151 Share Posted October 24, 2021 OK, I'll try them out. Thanks again for your help. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted October 25, 2021 Root Admin ID:1485263 Share Posted October 25, 2021 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
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