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Malwarebytes can't access the internet


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I've noticed yesterday, Malwarebytes is unable to check to licenses server or updates. It prompts to "check your internet connection". This happens on both of PCs at both my homes. 

I'm using NextDNS, so I've added malwarebytes.com to the allow list, but it hasn't fixed the issue. Is Malwarebytes having issues with its servers?

Edited by David27
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4 hours ago, David27 said:

I've noticed yesterday, Malwarebytes is unable to check to licenses server or updates.

, 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

Hello @David27

Please post back the requested logs and we'll review and try to assist you.

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are 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

Thank you

 

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5 minutes ago, David27 said:

Here it is.

If Kaspersky is still installed please uninstall and restart

After that do the following.

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 Porthos
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  • Root Admin

Please double-check and make sure that your VoodooSoft software is not blocking

If two different computers are having the same issue I'd expect you're either running the same software that is blocking or possibly your router is blocking.

We have over 25 million users reach and use the servers 24 hours a day so it's reachable. The issue is often trying to figure out why the client is having issues contacting our site. Sometimes it makes contact but then gets an error from the license server.

 

We are getting the following errors from the system logs

"Exception details: text=SSL Exception: error:1416F086:SSL routines:tls_process_server_certificate:certificate verify failed"
288    "Cert not found."
"HTTP POST - SSL error"
 

Then it also got this error which potentially means it tried to save data to your system but got denied.

"Problem sending JSON data to DSE stream [errors] - server returned: -5"

 

 

Between the software you have onboard and all the policy restrictions I'm not sure how to best diagnose the issue. With software or network alone you can isolate those out and stop them for testing. With Policies, you can't stop them.

I'd love to help you but there is no specific item or entry pointing out the "smoking gun" so to speak as to what may be causing it.

 

Try disabling your NextDNS and your VoodooSoft software. Then see if that makes a difference or not.

 

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The routers are very different in my two homes, I've already tried using other DNS, at the ipv4 and ipv6 windows settings. The only VoodooSoft I have is DefenderUI, and I was already having this problema before installing it. This started after the last Windows 10 feature update, if something is blocking it, it's probably something from the OS or Microsoft Defender, but I get no warnings.

Edited by David27
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  • Root Admin

Let me have you try 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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  • Root Admin

Okay, let's try something else. Let's do a Clean Removal and reinstall. For now though please DO NOT reinstall any Malwarebytes software.

 

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 but DO NOT reinstall Malwarebytes at this time. Decline the install for MB4 and Privacy VPN
  • NOTE: Please have patience as it can take a while to remove and restart to complete

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

Thank you

 

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  • Root Admin

Then I'd like to run a generic clean up script that will also test and verify core Windows OS files and reset the Firewall

 

 

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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