redwolfe_98 Posted May 15, 2022 ID:1515616 Share Posted May 15, 2022 hello. lately, when i do a scan with adwcleaner, i notice that the cloud-database is not being downloaded. here is what the scan-log shows: # ------------------------------- # Malwarebytes AdwCleaner 8.3.2.0 # ------------------------------- # Build: 03-23-2022 # Database: 2022-03-15.3 (Local) # Support: https://www.malwarebytes.com/support # # ------------------------------- # Mode: Scan # ------------------------------- # Start: 05-14-2022 # Duration: 00:00:14 # OS: Windows 10 Home # Scanned: 32041 # Detected: 0 Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted May 15, 2022 Staff ID:1515617 Share Posted May 15, 2022 ***This is an automated reply*** Hi, Thanks for posting in the AdwCleaner Help forum.In order to help us assist you to resolve your issue, please post or attach your latest AdwCleaner log files with your post. https://support.malwarebytes.com/hc/en-us/articles/360039021593 Someone will reply shortly, but in the meantime here are a few resources which may help resolve your issue: Malwarebytes AdwCleaner guide A malicious element isn't being detected? Submit the sample here! Need help with another Malwarebytes product or malware removal? Click here for home support Click here for business support Click here for malware removal help Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
Porthos Posted May 15, 2022 ID:1515620 Share Posted May 15, 2022 17 minutes ago, redwolfe_98 said: here is what the scan-log shows: 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 Link to post Share on other sites More sharing options...
redwolfe_98 Posted May 15, 2022 Author ID:1515662 Share Posted May 15, 2022 (edited) 10 hours ago, Porthos said: Please do the following so that we may take a closer look at your installation for troubleshooting the problem is on malwarebytes' end. you can easily test it yourself by doing a scan with the "adwcleaner" program and then looking at the scan-log to see that the cloud-database is not being downloaded. this problem just popped up in the last week or so. before, the cloud-databases were downloading properly. i ran the "malwarebytes support tool" and looked at the scan-logs. it seems that the "malwarebytes support tool" is intended to look for problems relating to the "malwarebytes antimalware" program. i don't have the "malwarebytes antimalware" program installed so the logs didn't show anything that was worthwhile, so i am not uploading them. essentially, all that the "mawarebytes support tool"-scan-logs showed was "couldn't find information." Edited May 15, 2022 by redwolfe_98 Link to post Share on other sites More sharing options...
Porthos Posted May 15, 2022 ID:1515680 Share Posted May 15, 2022 3 hours ago, redwolfe_98 said: i ran the "malwarebytes support tool" and looked at the scan-logs. it seems that the "malwarebytes support tool" is intended to look for problems relating to the "malwarebytes antimalware" program. i don't have the "malwarebytes antimalware" program installed so the logs didn't show anything that was worthwhile, so i am not uploading them. It is getting real frustrating when folks do not follow directions because they think they do not apply. The logs gathered contain info fro ADW Cleaner as well. The automated post asked you to create and upload them as well. Link to post Share on other sites More sharing options...
FetzBox22 Posted May 15, 2022 ID:1515708 Share Posted May 15, 2022 Hi, got the same Problem. Here are some log´s. Before you ask, my internet connection is working well - just AdwCleaner is not using the cloud. AdwCleaner[S05].txtAdwCleaner[S05].txtAdwCleaner[S05].txt AdwCleaner_Debug.log AdwCleaner[S04].txt mbst-grab-results.zip Link to post Share on other sites More sharing options...
redwolfe_98 Posted May 21, 2022 Author ID:1516547 Share Posted May 21, 2022 this issue needs to be addressed, please! help! we are in a black hole, here. help! help! help! SOS! HELP! HELP! Link to post Share on other sites More sharing options...
1PW Posted May 22, 2022 ID:1516619 Share Posted May 22, 2022 (edited) Hello @redwolfe_98: As a possible confirmation for the data that has been already collected above, would you please consider another scan but with AdwCleaner's GUI Settings -> Application Tab -> Mode -> debug log toggled to ON first and attach (not cut & paste) the AdwCleaner_Debug.log file produced with your next reply? Or, even better, after the above requested AdwCleaner scan w/logging, rerun the above requested MBST-Gather and attach the newer mbst-grab-results.zip archive in your next reply. Thank you and always very much appreciated. Edited May 22, 2022 by 1PW Link to post Share on other sites More sharing options...
Staff jboursier Posted May 27, 2022 Staff ID:1517442 Share Posted May 27, 2022 Hello, Just to acknowledge the issue. I hope to have a fix early next week - I'll follow up. 2 2 Link to post Share on other sites More sharing options...
Steve1982 Posted June 19, 2022 ID:1521120 Share Posted June 19, 2022 On 5/27/2022 at 2:06 PM, jboursier said: Hello, Just to acknowledge the issue. I hope to have a fix early next week - I'll follow up. Hi @jboursier, do you have any updates on this issue? It's still not downloading the cloud definitions and the local definitions are pretty old. Link to post Share on other sites More sharing options...
Staff jboursier Posted June 24, 2022 Staff ID:1521859 Share Posted June 24, 2022 @Steve1982Sorry for the delay - I fixed the issue so I thought it was sorted out and I don't have this issue.. Can you send me another debug logfile + a scan logfile? Note that I have some long-awaited time off coming on, so I might not be able to answer for a couple weeks, sorry in advance for the delay.. Link to post Share on other sites More sharing options...
FetzBox22 Posted June 24, 2022 ID:1521860 Share Posted June 24, 2022 20 minutes ago, jboursier said: @Steve1982Sorry for the delay - I fixed the issue so I thought it was sorted out and I don't have this issue.. Can you send me another debug logfile + a scan logfile? Note that I have some long-awaited time off coming on, so I might not be able to answer for a couple weeks, sorry in advance for the delay.. I can send you those files too, the problem is still there... AdwCleaner_Debug.log AdwCleaner[S12].txt AdwCleaner[S11].txt AdwCleaner[S10].txt Link to post Share on other sites More sharing options...
Staff jboursier Posted June 24, 2022 Staff ID:1521882 Share Posted June 24, 2022 @FetzBox22Thanks! Can you retry now, and let me know how it behaves for you? Link to post Share on other sites More sharing options...
FetzBox22 Posted June 24, 2022 ID:1521883 Share Posted June 24, 2022 seems to work... # ------------------------------- # Malwarebytes AdwCleaner 8.3.2.0 # ------------------------------- # Build: 03-23-2022 # Database: 2022-06-24.1 (Cloud) # Support: https://www.malwarebytes.com/support # Link to post Share on other sites More sharing options...
Staff jboursier Posted June 24, 2022 Staff ID:1521884 Share Posted June 24, 2022 Yes, thanks 👍 The CDN seemed to have been desynchronized, I spent another few hours to get why it didn't work for some of you and I hope I've now completely fixed it. Thanks for your patience, 1 1 Link to post Share on other sites More sharing options...
FetzBox22 Posted June 24, 2022 ID:1521885 Share Posted June 24, 2022 Thank you for fixing it, and don´t forget to enjoy your time off. 1 Link to post Share on other sites More sharing options...
redwolfe_98 Posted June 27, 2022 Author ID:1522256 Share Posted June 27, 2022 the cloud-database is downloading for me, now: # ------------------------------- # Malwarebytes AdwCleaner 8.3.2.0 # ------------------------------- # Build: 03-23-2022 # Database: 2022-06-24.1 (Cloud) # Support: https://www.malwarebytes.com/support # # ------------------------------- # Mode: Scan # ------------------------------- # Start: 06-27-2022 # Duration: 00:00:13 # OS: Windows 10 Home # Scanned: 32051 # Detected: 0 1 Link to post Share on other sites More sharing options...
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