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again "Unable to contact update server..."

ThomasD

By ThomasD
in Resolved Malware Removal Logs

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ThomasD

ThomasD

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I am trying to resolve the above issue following a previous post but to no avail. Can you help? I've listed the steps followed. I attach the mbst-grab-results.zip and MTB.txt files.

Error

  1. 20211219 Malwarebytes does not update anymore with error message: “Unable to contact update server. Please check your Internet connection.”
  2. After uninstalling Malewarebytes I cannot install it via online installer, only offline installer “mb4-setup-consumer-4.5.0.152-1.0.1538-1.0.48564.exe”

Help

Followed:

  1. https://forums.malwarebytes.com/topic/278819-getting-error-unable-to-contact-update-server/#comment-1480458

Steps

  1. Restarted routers
  2. Run “mb-support-1.8.7.918.exe”>Advanced>Gather Logs
    collected “mbst-grab-results.zip”
  3. Run “mb-support-1.8.7.918.exe”>Advanced>Clean to uninstall MB
    reinstallation stops at 5%, had to interrupt ctrlDel
  4. Reinstalled manually via offline installer “mb4-setup-consumer-4.5.0.152-1.0.1538-1.0.48564.exe”.
    When trying to update MB times out with message “Unable to contact update server. Please check your Internet connection.”
  5. Re-run “mb-support-1.8.7.918.exe”>Advanced>Repair (all boxes checked)
    after rebooting the tool did not restart
  6. Ran MiniToolBox by Farbar (all boxes checked): Selected Results:
    • CodeIntegrity Errors:
      ===================================
      Date: 2021-12-20 12:26:50.1300000Z
      Description: Code Integrity determined that a process (\Device\HarddiskVolume4\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe) attempted to load \Device\HarddiskVolume4\Program Files\Bonjour\mdnsNSP.dll that did not meet the Custom 3 / Antimalware signing level requirements.
    • =========================== Installed Programs ============================
      Malwarebytes version 4.5.0.152 (HKLM\...\{35065F43-4BB2-439A-BFF7-0F1014F2E0CD}_is1) (Version: 4.5.0.152 - Malwarebytes)
      Microsoft .NET Core SDK 3.1.200 (x64) from Visual Studio (HKLM\...\{471C39D9-DF2A-4A3A-B05C-0B1F09EDFC4D}) (Version: 3.1.200.015016 - Microsoft Corporation)
  7. Ran IPv6 Test utility:
    Though the 1st time it gave “Connections to IPv6-only sites are timing out. Any web site that is IPv6 only, will appear to be down to you”
    this time it stated “Your DNS server (possibly run by your ISP) appears to have IPv6 Internet access.”
  8. Ran “Allow an App through your Windows Defender Firewall”:
    Added most MB exe files

è Nothing changed: “Unable to contact update server. Please check your Internet connection.”

mbst-grab-results.zip 202112201229 MTB.txt

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Malwarebytes

Malwarebytes

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  • Staff
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***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.

Screenshots:

Spoiler
 
 
 
 
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If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
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  • 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

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Hello @ThomasD and :welcome:

Let me have you start off by doing the following.

Go to Control Panel, Programs, Programs and Features and uninstall the following

Bonjour
CCleaner (computer experts no longer recommend this prodcut)
 

 

You're using a custom hosts file for DNS operations. Please make sure none of our sites are in that hosts file.

cdn.mwbsys.com
cloud.malwarebytes.com
data-cdn.mbamupdates.com
hubble.mb-cosmos.com
keystone-akamai.mwbsys.com
keystone.mwbsys.com
sirius.mwbsys.com
telemetry.malwarebytes.com
downloads.malwarebytes.com
links.malwarebytes.com
download.toolslib.net
meps.mwbsys.com

 

Make sure you disconnect from VPN and try again and let me know.

 

 

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ThomasD

ThomasD

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Thanks for your reply and suggestions:

Using AdvancedSetup suggestions from MBforum

  1. Deleted CCleaner and Bonjour programs
  2. Checked hosts file (C:\Windows\System32\drivers\etc\hosts) for Malwarebytes entries erasing the following: “0.0.0.0telemetry.malwarebytes.com”
  3. Rebooted the pc
  4. Tried to update existing MB installation: same error
  5. Ran support tool>repair: same error
  6. Ran support tool>clean, rebooted and tried to reinstall MB via online installer: still stops @ 5%
  7. Reinstalled manually (mb4-setup-consumer-4.5.0.152-1.0.1538-1.0.48564.exe): still no updating/same server error

What now?

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AdvancedSetup

AdvancedSetup

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The logs do not even show the program is installed.

Please download, install, restart the computer

Then attempt to update the program, then attempt to activate

If still getting an error please show me a screenshot and run the MBST tool again at that point and post back a new set of logs.

Thank you

 

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ThomasD

ThomasD

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The logs do not even show the program is installed.

It was installed, but I uninstalled it gain using MBST and rebooted

Please download, install, restart the computer

Installed MB via offline installer (the online one freezes at 5%), rebooted the pc

Then attempt to update the program, then attempt to activate

Does not update “unable to contact update server…”; I’m still using the Free version

If still getting an error please show me a screenshot aCapture.jpg.e82ec2fcba1f2a0d4db8dd8ef7c44780.jpgnd run the MBST tool again at that point and post back a new set of logs.

Coud this be a Windows Defender blockage? No VPN nor Proxy involved.

202112222253 mbst-grab-results.zip

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AdvancedSetup

AdvancedSetup

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Please try putting back the OEM Windows hosts file for now and let's see if that makes any difference.

 

How to reset the Hosts file back to the default
https://support.microsoft.com/en-us/topic/how-to-reset-the-hosts-file-back-to-the-default-c2a43f9d-e176-c6f3-e4ef-3500277a6dae

 

Then reset the Firewall too. Open an elevated admin command prompt with CMD.EXE and run the following 

netsh advfirewall reset

 

Then also temporarily uninstall

  • Spybot - Search and Destroy

 

Then restart the computer and try again

 

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ThomasD

ThomasD

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Please try putting back the OEM Windows hosts file for now and let's see if that makes any difference. (How to reset the Hosts file back to the default: https://support.microsoft.com/en-us/topic/how-to-reset-the-hosts-file-back-to-the-default-c2a43f9d-e176-c6f3-e4ef-3500277a6dae)

Done (there are 12 recent backup hosts files (26/11-17/12), entries seemed to have been added by Spybot)

Added the hosts files (old: hosts.old.txt; New:hosts.txt)

Then reset the Firewall too. Open an elevated admin command prompt with CMD.EXE and run the following “netsh advfirewall reset”.

Done

Then also temporarily uninstall Spybot - Search and Destroy

Done

Uninstalled also MB via MBST

Then restart the computer

Done, created log file at this point (202112231044 mbst-grab-results.zip)

and try again:

  • Trying to reinstall via MBSetup.exe: still stops @ 5%, hat to ctrl-alt-del the process
  • Reinstalled via mb4-setup-consumer-4.5.0.152-1.0.1538-1.0.48564.exe: worked ok
  • But: still same server error when trying to update
  • Created here a new set of log files (202112231103 mbst-grab-results.zip)

hosts.old.txt hosts.txt 202112231044 mbst-grab-results.zip 202112231103 mbst-grab-results.zip

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Hello @ThomasD

I've submitted for review from our QA team.

What network card are you using?

 

Please download HWiNFO the Professional System Information and Diagnostics program.
HWiNFO Portable for Windows

Unzip the program to its own folder such as: C:\HWiNFO
Go to the new folder and locate the file C:\HWiNFO\HWiNFO64.exe and double-click to run it.
Click the RUN button.
Ignore the update, click close.
Click on Save Report and choose HTML and click Next, then Finish
By default, it will create a new report named COMPUTER.HTM in the same folder as the program. C:\HWiNFO
Please zip that file and attach it to your next reply

Thank you

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Thanks @ThomasD

Please try the following. Open an Elevated Admin command prompt and copy / paste the following and press the Enter key. You should get a success message. 

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters" /v "DisabledComponents" /t REG_DWORD /d 32 /f

image.png

Then restart the computer and try activating the program again.

This will set the IP preference to use IPV4 instead of IPV6 as recommended by Microsoft without actually disabling IPV6

 

Let me know if that helps correct the issue for you.

In case you still need the link, here is the offline installer

MB4 Offline Installer
https://downloads.malwarebytes.com/file/mb4_offline

 

Thank you

 

Edited by AdvancedSetup
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AdvancedSetup

AdvancedSetup

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Let's go ahead and do some clean-up work and remove the tools and logs we've run.

Please download KpRm by kernel-panik and save it to your desktop.

  • right-click kprm_(version).exe and select Run as Administrator.
  • Read and accept the disclaimer.
  • When the tool opens, ensure all boxes under Actions are checked.
  • Under Delete Quarantines select Delete Now, then click Run.
  • Once complete, click OK.
  • A log will open in Notepad titled kprm-(date).txt.
  • Please attach that file to your next reply. (not compulsory)

 

  1. Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.
    https://www.howtogeek.com/240255/password-managers-compared-lastpass-vs-keepass-vs-dashlane-vs-1password/
  2. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download
  3. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
  4. Install a content blocker for your browser. Malwarebytes Browser Guard (Free)
    Firefox: https://addons.mozilla.org/en-GB/firefox/addon/malwarebytes/  
    Chrome: https://chrome.google.com/webstore/detail/malwarebytes-browser-guar/ihcjicgdanjaechkgeegckofjjedodee 
  5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 

 

Further reading if you like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes

 

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AdvancedSetup

AdvancedSetup

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  • Root Admin
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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 to help you better protect your computer and privacy Tips to help protect from infection

Thank you

 

 

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