[ RESOLVED ] V4.5x updater consistently fails

[defianse]

Hi,

Has anyone got any advice to offer on using the update option from the Malwarebytes dashboard. Mine has consistently failed to complete the update since the earliest releases of 4.5.x. I have to go find the full offline version and go from there. Support has not been able to assist, so it sounds like I'm one of few suffering from this? Any help or feedback would very much appreciated. :-)

[Malwarebytes]

***This is an automated reply***

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[defianse]

I should have mentioned that I'm using Windows 11, and do have the latest build installed. It does appear that the issue also began after installing Windows 11. Details below.

Edition    Windows 11 Pro
Version    21H2
Installed on    ‎2021-‎07-‎31
OS build    22000.469
Experience    Windows Feature Experience Pack 1000.22000.469.0

[Firefox]

I'm sorry the software isn't working properly but we'll do our best to help.

Are you still working with Support? Do you have a support ticket number?

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

[defianse]

Hi Firefox, and thanks for such a quick response! I have already installed the latest update v4.5.2.157-1.0.1562-1.0.49971 just an hour ago, but I also ran that support tool 'cleaner' before running the installer, so not sure what you'll find in the logs. It is attached.  I apologise, I got a bit frustrated with responses to the support tickets, but here's the one ticket reference (3718650) I recently asked them to close. The techs were very courteous and certainly tried to be helpful, once I eventually heard from them, (obviously overloaded) but nothing resolved over the past months :-)

To be clear, MalwareBytes is up and running now and the 'Windows Firewall is turn off' notification also consistently recorded in the dashboard & security centre, tho I do realise that's a Windows 11 issue, unresolved. :-)

Much thx!

mbst-grab-results.zip

[Porthos]

12 minutes ago, defianse said:

To be clear, MalwareBytes is up and running now and the 'Windows Firewall is turn off' notification also consistently recorded in the dashboard & security centre, tho I do realise that's a Windows 11 issue, unresolved. :-)

I would turn off the following setting off in Malwarebytes.

[defianse]

Done! That will fix that annoying notification. 

Thank you

[defianse]

fyi I just noticed that the proxy server option was turned on. Not whether I did this by mistake when turn of that Security Centre reporting, but if it's always been on, that would cause the auto updates to hang or fail, possible? Again, I don't use and never have used a proxy server, certainly not knowingly. I didn't notice if that was showing as 'enabled'  in the logs that just got sent up, but I imagine an error msg/notification should have popped up at some point, if it was?

[AdvancedSetup]

Yes, having a proxy set when one is not required would prevent updates.

 

[defianse]

5 minutes ago, AdvancedSetup said:

Yes, having a proxy set when one is not required would prevent updates.

 

Thank you for confirming that, which is of course a no-brainer, once you recognise the entry. What I'm surprised at then, given that I never enabled it, and I ran the Clean option before re-installing using the offline installer, is that option had to have enabled by the installer. That is assuming I am reading the following log entry correctly, and the Proxy is enabled?
Proxy Enabled:                  Enabled | 0 |  | Disabled |

This Log entry was created after the fresh, clean install, and before I might have turned it on by mistake when disabled registering MB with the Security Centre.

Regardless, if I don't have an issue with the next auto-update, then we know the problem has been identified, and that's great for me! Thank you all for assisting. This has driven me nuts for months!

All the best,

Des :-)

[AdvancedSetup]

That log shows Proxy is not enabled.

 

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

Then restart the computer and this should help if there were any issues with IPV6 and getting updates.

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

 

Thank you

 

[defianse]

11 hours ago, AdvancedSetup said:

That log shows Proxy is not enabled.

 

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.

...

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

 

Success acknowledged. Hopefully this will resolve. Thank you.

[AdvancedSetup]

Let us know if you continue to have any issues.

Thanks

 

[defianse]

I really appreciate all the help here. In future I'll start here first for any future issues where I need support with Malwarebytes. You have restored my faith :-) Thank you again! 

[AdvancedSetup]

You're quite welcome.

Take care and have a great weekend @defianse

Cheers

 

[AdvancedSetup]

Closing this topic as it's been resolved.