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Malwarebytes no install says no internet connection!


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Hi,
I have a problem that I can't solve on my own.
I was having the same problem on Windows 10 and decided to format the PC and put Windows 11 after a clean install.
I can't install malwarebytes when I'm connected to my Wifi network but if I connect the cable it works. If I use another Wifi network it works too. The problem only happens on my wifi network.
If I use the offline installer the software stops receiving updates and I can't access the license server.
Everything ok with the host file because if it wasn't it wouldn't work by cable or in other networks.
How can I solve?
On my wifi network I only have this problem with malwarebytes because I can access the internet, I can do windows updates and all the other things.
I've tried everything I know :(

Stuck.jpg

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.

Screenshots:

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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

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Hello @acabral88 and :welcome:

Probably due to no fault of your own, and for an unknown reason, MBST failed to generate/include FRST logs also which assists in deeper analysis.


Please download the 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

  1. Double-click to run it. When the tool opens, click Yes to disclaimer.
  2. Press the Scan button.
  3. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  4. The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here each time
  5. Please attach the Additions.txt log to your reply as well.
  6. On your next reply, you should be attaching FRST.txt and Additions.txt to your post.

Thank you.

Reference: Run Farbar Recovery Scan Tool to gather logs

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1 hour ago, 1PW said:

Hello @acabral88 and :welcome:

Probably due to no fault of your own, and for an unknown reason, MBST failed to generate/include FRST logs also which assists in deeper analysis.


Please download the 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

  1. Double-click to run it. When the tool opens, click Yes to disclaimer.
  2. Press the Scan button.
  3. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  4. The first time the tool is run, it also makes another log (Addition.txt). If you've, run the tool before you need to place a check mark here each time
  5. Please attach the Additions.txt log to your reply as well.
  6. On your next reply, you should be attaching FRST.txt and Additions.txt to your post.

Thank you.

Reference: Run Farbar Recovery Scan Tool to gather logs

Now I'm using my wifi network from home and so far I'm out of connection only on Malwarebytes apps on my wifi network at work. Different locations.
But as I said before it only happens connected to wifi cable works perfectly.

I think I uploaded the logs when I still had Windows 10 by support tool with ticket number 3694123 because I had two tickets opened and now I only have 1.

I also have a problem with my license, I bought it at a reseller and it says it's associated with another email.
It worked for me when I activated the license in the app but now when i installed Windows 11 it says it has reached the limit.

This purchased license does not appear on my account and I think that on the ticket I provided proof of purchase and I indicated the reseller.
I have also asked the reseller for help and they have already replied that they are waiting for a response from the supplier.

There are the logs attached but as I said I am now on my wifi network at home and the problem only happens on the wifi at work.
I don't know if it will be possible to identify the problem but it really is very strange.

Addition.txt FRST.txt

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After all I have the same problem on my wifi network at home.
I tried to install Malwarebytes online but it's blocked at 5%.
When I share my home wifi network through my smartphone (hotspot) everything works perfectly but when I'm directly connected to the router's wifi network I have the problem.
The problem only happens in Malwarebytes applications.

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20 minutes ago, acabral88 said:

I still need help with my license.

 

6 hours ago, acabral88 said:

This purchased license does not appear on my account and I think that on the ticket I provided proof of purchase and I indicated the reseller.
I have also asked the reseller for help and they have already replied that they are waiting for a response from the supplier.

The reseller probably purchased the license with their email and the reseller will have to contact support themselves to get it reactivated.

Until you get an answer from the reseller you are out of luck.

Is the reseller local to you like a repair shop or some site online?

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17 minutes ago, Porthos said:

 

The reseller probably purchased the license with their email and the reseller will have to contact support themselves to get it reactivated.

Until you get an answer from the reseller you are out of luck.

Is the reseller local to you like a repair shop or some site online?

It is an online site that sells all kinds of licenses.

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4 minutes ago, acabral88 said:

Gamivo.com

You can kiss that license goodbye. They are NOT an authorized reseller and the sell the same key to more than one user and that is why its blocked now.

Malwarebytes can not assist except to sell you a legit license.

We have seen many users screwed by that site.

Edited by Porthos
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1 minute ago, Porthos said:

You can kiss that license goodbye. They are NOT an authorized reseller and the sell the same key to more than one user and that is why its blocked now.

Malwarebytes can not assist except to sell you a legit license.

We have seen many users screwed by that site.

I apologize, I didn't know.
I'm going to ask for my refund and buy a legit license.
Lifetime licenses are no longer sold, are they?

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