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Unable to download most recent update


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Hello,

I tried posting this in another thread started by a user with the same problem, but the SPAM filter blocked me.  I am not able to download the most recent update.  The updater stalls at 5% and then says it can't connect to the internet.  I have downloaded the support tool, gathered the logs and attached the zip file to this message.  Thank you.

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: 

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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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1 hour ago, bwhitacre said:

I tried posting this in another thread started by a user with the same problem

It is good that you were blocked. It is always best to create a new topic and not add to other users topics.

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

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1 hour ago, bwhitacre said:

I was able to run the installer without problems.

Since you had this issue and had a "cant connect to the license server" in the past, You might have something blocking you from time to time like a VPN or intermittent network issues.

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10 hours ago, Porthos said:

Since you had this issue and had a "cant connect to the license server" in the past, You might have something blocking you from time to time like a VPN or intermittent network issues.

Hm.  I don't have a VPN and have no sign of other internet issues.  Strangely enough, I've had similar connectivity issues with Malwarebytes.  That's not meant to be a knock against the software; it's just odd that I don't have the same connectivity issues with any other programs or streaming services.

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13 hours ago, Porthos said:

Since you had this issue and had a "cant connect to the license server" in the past, You might have something blocking you from time to time like a VPN or intermittent network issues.

Wait duh, I see that you noticed my previous issue.  I shouldn't comment before I've had coffee.

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18 hours ago, Porthos said:

Since you had this issue and had a "cant connect to the license server" in the past, You might have something blocking you from time to time like a VPN or intermittent network issues.

I don't want to rule out the possibility that I am having network issues that are causing these problems.  Do you have any suggestions for things I could do to troubleshoot and see if the problem is on my end?  (If you don't want to go down that rabbit hole I understand.  I just want to keep using Malwarebytes without having a new problem every few months.)

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  • Root Admin

Your DNS Servers: 192.168.1.1

Please consider changing your default DNS Server settings. Please choose one provider only

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 Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

 

 

System errors:
=============

Error: (05/01/2022 09:18:37 PM) (Source: Disk) (EventID: 7) (User: )
Description: The device, \Device\Harddisk1\DR1, has a bad block.

 

I would highly recommend you run a disk diagnostic scan on that drive and make sure it's not failing.

Make sure your data is backed up as well

Backup Software
https://forums.malwarebytes.org/index.php?/topic/136226-backup-software

 

Make sure that Windows 7 is as up to date as possible since it's no longer supported by Microsoft

 

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On 5/3/2022 at 3:11 PM, AdvancedSetup said:

Please consider changing your default DNS Server settings. Please choose one provider only

I would highly recommend you run a disk diagnostic scan on that drive and make sure it's not failing.

Make sure your data is backed up as well

Just wanted to write and say thanks for your suggestions.  I haven't had time to sit down and work through these steps, but I intend to do so over the next few days.  Thankfully, I back up religiously and shouldn't have any crucial data loss if my disk does fail.  It's an ~11 year old Lenovo, so I'm always prepared for the inevitable.

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On 5/3/2022 at 3:11 PM, AdvancedSetup said:

Please consider changing your default DNS Server settings

I tried to change the DNS Server settings in my router but was unable to do so.  I have the modem/router combo that was provided by Spectrum, and a quick Google search tells me that it's likely that they have blocked my access to changing these settings.  AFAIK, I don't have much of a choice but to use their router and modem (there are limited ISP options in my neighborhood and I've never been able to figure out how to get out of using their equipment).  If I'm wrong about this, please correct me!

On 5/3/2022 at 3:11 PM, AdvancedSetup said:

I would highly recommend you run a disk diagnostic scan on that drive and make sure it's not failing.

Good news - chkdsk returned no errors!

On 5/3/2022 at 3:11 PM, AdvancedSetup said:

Make sure that Windows 7 is as up to date as possible since it's no longer supported by Microsoft

I followed all the instructions in your linked post.  Thankfully, I had most of the updates already installed.

 

I really appreciate all of your help!

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On 5/3/2022 at 3:11 PM, AdvancedSetup said:

Please consider changing your default DNS Server settings.

I hit "Submit Reply" but realize I forgot to say something - I was able to change DNS Server settings on my PC, just not on the router itself.

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  • Root Admin

No problem, you don't have to change it in the router. Windows will use what you tell it to use.

You cannot run CHKDSK to test the hard drive. You need to use a tool from the manufacturer. In most cases it's Western Diigital or Seagaate. If you look in  your Device Manager you should be able to determine which hard drive you have.

Then you can get the right tool to use. If you let me know which you have I can get you a link for the right software to download.

 

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On 5/8/2022 at 6:53 PM, AdvancedSetup said:

If you look in  your Device Manager you should be able to determine which hard drive you have.

Device Manager doesn't show any manufacturer details about my SSD.  Under Device Manager, the drive is labeled "SATA SSD SCSI Disk Device."  When I right-click, click on Properties and then click on the Details tab, the "Value" window only says "Disk drive."  This is not the original SSD for the laptop - I upgraded to a new SSD a few years back.  I still have the box the SSD came in - according to the box, it's an "Inland Professional Solid State Drive."

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  • Root Admin

Please save the attached FIXLIST.txt  file to the same location as the Farbar scanner.

Then run the Farbar program with Admin rights and click on the FIX button.

fixlist.txt

Then post back the FIXLOG.txt file.

Thanks @bwhitacre

 

image.png

 

Edited by AdvancedSetup
Updated information
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On 5/10/2022 at 7:03 PM, AdvancedSetup said:

Please save the attached FIXLIST.txt  file

Seems as though I can't save that file.  The file says it's unavailable.  When I click it, I'm taken to a page saying, "This attachment is not available. It may have been removed or the person who shared it may not have permission to share it to this location."

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  • Root Admin

My mistake, This is Windows 7 and you don't have an updated version of PowerShell

Please open an elevated Admin command prompt. Then copy and paste the following into the command prompt and press the Enter key

wmic diskdrive get model,serialNumber,size,mediaType 

then post back the results @bwhitacre

 

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