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I've been using the program without any problem for months and now it suddenly gives the error of not being able to update the database.

The message is "Program Error Updating 11001, 0, Host not found. No such host in known"

image.png.26aacba65ddb17af886ca39e3a1a52ca.png

 

It has updated the db without any issue many many times; the license has not expired.

In command prompt I did:

ping data-cdn.mbamupdates.com

And got the result below; I understand that the server is not down.

Pinging data-cdn.mbamupdates.com [54.230.21.35] with 32 bytes of data:
Reply from 54.230.21.35: bytes=32 time=111ms TTL=228
Reply from 54.230.21.35: bytes=32 time=108ms TTL=228
Reply from 54.230.21.35: bytes=32 time=109ms TTL=228
Reply from 54.230.21.35: bytes=32 time=108ms TTL=228

Ping statistics for 54.230.21.35:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 108ms, Maximum = 111ms, Average = 109ms

 

What seems to be the problem...?

Thanks

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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:

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  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.

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

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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 @Ranger21 and :welcome::

While you are waiting for an expert/staffer to reply, please download/run/reply with the results from the Malwarebytes Support Tool's grab for analysis:

  • 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 GUI, click Advanced.
  • In the Advanced Options, click Gather LogsA status diagram displays the tool is Getting logs from your machine.
  • Soon a zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply.

Thank you.

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Hello @Ranger21:

During the process of running the Malwarebytes Support Tool, you will be asked to select the Advanced Tab. Under Advanced Options, the new window will offer several options. Please select only the Gather Logs button and continue.

Thank you.

Screen Shot 2022-06-06 at 03.23.53.png

Edited by 1PW
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Just now, Ranger21 said:

Business version

You should have received an email years ago informing you of the new versions for business.

I would highly suggest that you open a support ticket with Business Support to work with them directly.

Submit  Business Support Ticket  

It can take a few days for a response as ticket volume is high at this time.

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All of my clients PC's are receiving the same error when tying a manual update "Program Error Updating 11001, 0, Host not found. No such host in known"

Using version 1.9.0.3671 of the Malwarebytes Management Console, self hosted server, which shows it has the current signature v2022.06.06.4, but none of the clients / desktop PC will update, they stopped updating about a month ago, back in May.

I have not seen an email from Malwarebytes about them not letting the clients update any longer,  only emails years ago about them wanted to change a lot more money to switch to their cloud hosted system

 

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Just now, Baumbach said:

only emails years ago about them wanted to change a lot more money to switch to their cloud hosted system

Those were the ones you needed to act on. They were the notification that the version you have was going to go end of life.

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OK, regarding opening a ticket.

I login into my account at  https://my.malwarebytes.com

From there there is a link to open a ticket too, different than the one you indicated; the URL is:

https://support.malwarebytes.com/hc/en-us/requests/new

 

I have two questions:

1). Why are there two different URLs for opening a ticket?

https://service.malwarebytes.com/hc/en-us/requests/new

https://support.malwarebytes.com/hc/en-us/requests/new

What's the difference and which one is not good?

 

2). Even if I am logged in into my account, when I open these ticket pages they show me as not logged in!  Why is that so?

All normal sites let you submit tickets as a logged in user so that the support knows who the user is and who to address. Very weird implementation...

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13 minutes ago, Ranger21 said:

What's the difference and which one is not good?

One is for consumer support and one is for business support.

https://service.malwarebytes.com/hc/en-us/requests/new is for business support. Users using the business versions of Malwarebytes

https://support.malwarebytes.com/hc/en-us/requests/new is for consumer support.Users using the consumer versions of Malwarebytes

Edited by Porthos
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