Update Failure

[Phxflyer]

For the first time ever, a MB update failed to install for me. Error that one or more components didn't install correctly. This is 4.5.10.200 component package 1.0.1709.

This is very disconcerting as last week Win 11 update package KB5014668 wouldn't install for me and for a lot of others. Some blamed MB and most had to do an in place Win 11 repair to fix it. I was afraid that trying all the things some of their advisors recommended or the update itself broke my ability to do any future updates. This may just be a coincidence but is it?

Thanks for any ideas on this.

[Malwarebytes]

***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:

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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

[Porthos]

9 minutes ago, Phxflyer said:

Thanks for any ideas on this.

To have any ideas we need logs.

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

 

[Phxflyer]

OK. This is what I got. I hope it did it correctly.

 

mbst-grab-results.zip

 

Edited July 5, 2022 by Phxflyer

[AdvancedSetup]

The computer could use some cleaning up. Do you use any portion of the old Norton programs still?

 

[Phxflyer]

I ran Norton before I started using MB. I thought I uninstalled it. I have Revo uninstall if I find anything left. I'll look.

When you say "cleaning up" is there anything in particular? And do you see any reason MB didn't update? This has never happened before and again the KB5014668 failure was my first Win 11 failure. I'm wondering if they are related?

 

Ok. This is really weird. I just checked my wife's PC which is running Win 10 and hasn't had an update since the last cumulative on June 15. I checked MB updates for her and got the same error message?????

The only common thread would be the router and Cox, our internet provider. I haven't made any changes to the router in a while. Any ideas now?

 

Edited July 5, 2022 by Phxflyer

[AdvancedSetup]

Please try the following CLEAN removal and reinstall. However, don't allow the MBST program to run the reinstall, use the full download link provided below.

 

 

Can you please do the following?

• 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 the CLEAN button and follow the onscreen instructions but DO NOT reinstall Malwarebytes
• NOTE: Please have patience as it can take a while to remove and restart to complete

After the restart please do the following

 

Download the following Offline installer and run that to reinstall Malwarebytes and let me know if there are any issues with installation or updates.

 

MB4 Offline Installer
https://downloads.malwarebytes.com/file/mb4_offline

 

Thanks

 

 

[AdvancedSetup]

The Event Logs show various errors. Some are probably not that big of a deal but others may need some general clean up and maintenance to correct.

 

Application errors:
==================
Error: (07/05/2022 11:41:40 AM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: mb-support.exe, version: 1.8.7.918, time stamp: 0x6129248d
Faulting module name: KERNELBASE.dll, version: 10.0.22000.739, time stamp: 0x36da339b
Exception code: 0xe0434352
Fault offset: 0x0013f192
Faulting process id: 0x4c5c
Faulting application start time: 0x01d8909eab2fc5e4
Faulting application path: C:\Users\Ken\AppData\Local\Temp\mwbF3A8.tmp\mb-support.exe
Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
Report Id: 4c306be3-a13c-4e92-9b02-157fa63a0075
Faulting package full name:
Faulting package-relative application ID:

Error: (07/05/2022 11:41:40 AM) (Source: .NET Runtime) (EventID: 1026) (User: )
Description: Application: mb-support.exe
Framework Version: v4.0.30319
Description: The process was terminated due to an unhandled exception.
Exception Info: System.InvalidOperationException
   at mbsupport.Model.AdvancedCleanup.StartCleanup(mbsupport.Model.RepairContext)
   at mbsupport.Model.Repair.<StartCleanup>b__12_4()
   at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.DispatcherOperation.InvokeImpl()
   at System.Windows.Threading.DispatcherOperation.InvokeInSecurityContext(System.Object)
   at System.Threading.ExecutionContext.RunInternal(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object, Boolean)
   at System.Threading.ExecutionContext.Run(System.Threading.ExecutionContext, System.Threading.ContextCallback, System.Object)
   at MS.Internal.CulturePreservingExecutionContext.Run(MS.Internal.CulturePreservingExecutionContext, System.Threading.ContextCallback, System.Object)
   at System.Windows.Threading.DispatcherOperation.Invoke()
   at System.Windows.Threading.Dispatcher.ProcessQueue()
   at System.Windows.Threading.Dispatcher.WndProcHook(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at MS.Win32.HwndWrapper.WndProc(IntPtr, Int32, IntPtr, IntPtr, Boolean ByRef)
   at MS.Win32.HwndSubclass.DispatcherCallbackOperation(System.Object)
   at System.Windows.Threading.ExceptionWrapper.InternalRealCall(System.Delegate, System.Object, Int32)
   at System.Windows.Threading.ExceptionWrapper.TryCatchWhen(System.Object, System.Delegate, System.Object, Int32, System.Delegate)
   at System.Windows.Threading.Dispatcher.LegacyInvokeImpl(System.Windows.Threading.DispatcherPriority, System.TimeSpan, System.Delegate, System.Object, Int32)
   at MS.Win32.HwndSubclass.SubclassWndProc(IntPtr, Int32, IntPtr, IntPtr)
   at MS.Win32.UnsafeNativeMethods.DispatchMessage(System.Windows.Interop.MSG ByRef)
   at System.Windows.Threading.Dispatcher.PushFrameImpl(System.Windows.Threading.DispatcherFrame)
   at System.Windows.Threading.Dispatcher.PushFrame(System.Windows.Threading.DispatcherFrame)
   at System.Windows.Application.RunDispatcher(System.Object)
   at System.Windows.Application.RunInternal(System.Windows.Window)
   at System.Windows.Application.Run(System.Windows.Window)
   at mbsupport.App.Main()

Error: (07/05/2022 11:38:06 AM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Faulting module name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Exception code: 0xc0000005
Fault offset: 0x000000000db861a6
Faulting process id: 0x53c0
Faulting application start time: 0x01d8909e3416b582
Faulting application path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Faulting module path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Report Id: f49053c8-c8cd-4ac9-b6df-363a3f93ddc8
Faulting package full name:
Faulting package-relative application ID:

Error: (07/05/2022 11:36:47 AM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Faulting module name: ntdll.dll, version: 10.0.22000.708, time stamp: 0xb998b765
Exception code: 0xc0000005
Fault offset: 0x0000000000039bd8
Faulting process id: 0x1b24
Faulting application start time: 0x01d89093128a2a41
Faulting application path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 5a05c3bf-bf91-4fd9-bc8c-13e040d8426a
Faulting package full name:
Faulting package-relative application ID:

Error: (07/05/2022 09:55:10 AM) (Source: VSS) (EventID: 8193) (User: )
Description: Volume Shadow Copy Service error: Unexpected error calling routine CoCreateInstance.  hr = 0x8007045b, A system shutdown is in progress.
.

Error: (07/05/2022 09:55:10 AM) (Source: VSS) (EventID: 13) (User: )
Description: Volume Shadow Copy Service information: The COM Server with CLSID {4e14fba2-2e22-11d1-9964-00c04fbbb345} and name CEventSystem cannot be started. [0x8007045b, A system shutdown is in progress.
]

Error: (07/04/2022 03:30:08 PM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Faulting module name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Exception code: 0xc0000005
Fault offset: 0x000000000db861a6
Faulting process id: 0x24f4
Faulting application start time: 0x01d88feccf48170c
Faulting application path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Faulting module path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Report Id: 36354445-93c9-41f3-b90c-407d1215ecf9
Faulting package full name:
Faulting package-relative application ID:

Error: (07/04/2022 11:27:10 AM) (Source: Application Error) (EventID: 1000) (User: )
Description: Faulting application name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Faulting module name: BlackOpsColdWar.exe, version: 1.0.0.0, time stamp: 0x62b5f961
Exception code: 0xc0000005
Fault offset: 0x000000000db861a6
Faulting process id: 0x4d8
Faulting application start time: 0x01d88fc8e5ca26e4
Faulting application path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Faulting module path: H:\Games\Blizzard\Call of Duty Black Ops Cold War\BlackOpsColdWar.exe
Report Id: 88c34195-4ef2-4af4-bcb4-685544291c21
Faulting package full name:
Faulting package-relative application ID:

System errors:
=============
Error: (07/05/2022 09:58:19 AM) (Source: Service Control Manager) (EventID: 7023) (User: )
Description: The Intel(R) Management and Security Application User Notification Service service terminated with the following error:
The class is configured to run as a security id different from the caller

Error: (07/05/2022 09:55:36 AM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The NetMsmqActivator service depends on the WAS service which failed to start because of the following error:
The system cannot find the drive specified.

Error: (07/05/2022 09:55:36 AM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The NetTcpActivator service depends on the WAS service which failed to start because of the following error:
The system cannot find the drive specified.

Error: (07/05/2022 09:55:36 AM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The W3SVC service depends on the WAS service which failed to start because of the following error:
The system cannot find the drive specified.

Error: (07/05/2022 09:55:36 AM) (Source: Service Control Manager) (EventID: 7001) (User: )
Description: The NetPipeActivator service depends on the WAS service which failed to start because of the following error:
The system cannot find the drive specified.

Error: (07/05/2022 09:55:36 AM) (Source: Service Control Manager) (EventID: 7023) (User: )
Description: The WAS service terminated with the following error:
The system cannot find the drive specified.

Error: (07/05/2022 09:55:35 AM) (Source: WAS) (EventID: 5005) (User: )
Description: Windows Process Activation Service (WAS) is stopping because it encountered an error. The data field contains the error number.

Error: (07/05/2022 09:55:35 AM) (Source: WAS) (EventID: 5215) (User: )
Description: The Windows Process Activation Service (WAS) failed to execute initialization for offline setup. The data field contains the error number.

[Phxflyer]

OK. I'll try the removal and let you know. Any ideas about the clean up? There seems to be a repair tool on the MB download (option 3) that resets a lot of those.

More importantly, how did this all of a sudden fault on my wife's PC at the same time?

I know about the BlackOps fault. It faults everytime I shut it down. I see it the reliability report. Not sure how to reset the other stuff other than do a repair install.

[AdvancedSetup]

I can write up a generic clean-up script for you if you like to run it with the Farbar program

 

[Phxflyer]

I ran the clean uninstall and then the offline installation. It completed successfully and I'm on 4.5.1.0.200  1.0.56595 and 1.0.1709

However, when I ran, check for updates, the same error popped up again asking me to check my connection. I had already rebooted my modem and router.

And again, why is this also happening on my wife's PC which is a Win10 version?

[AdvancedSetup]

With both computers having an issue getting updates it would seem like something you share on the systems.

 

Your DNS Servers: 192.168.0.1

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

 

Then restart the computer and try updating Malwarebytes again

 

[Phxflyer]

I changed the IPv4 setting in my TPLink router to 8.8.8.8 and 8.8.4.4 and successfully rebooted.

Neither PC will do the updates on MB. I can understand that I might have screwed something up on mine (Win11) while trying to fix the broken MS update but nothing was touched on her PC running Win 10. I also rebooted the PC.

I'm enclosing the clean uninstall logs. Maybe something wasn't done correctly. It kept trying to get me install the Privacy thing and I said no. 

The error I'm seeing is I see the download dialog box at 0%. It stays there for a few seconds then it says "One or more items in the current update did not complete successfully. Please check your internet connection and try again. If you need more help , visit our support site."

 

mbst-clean-results.txt

Edited July 6, 2022 by Phxflyer
added download file

[AdvancedSetup]

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 try activating the program again.

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

 

Let me know if that helps correct the issue for you.

 

 

Thank you

 

[Phxflyer]

I completed that task successfully. After restart I tried to update MB. I got the same failure.

I've been trying to figure what the PC's have in common. Both are using a Razer Keyboard (and I have a Razer headset). Both have been getting Razer updates several times last month. I tried to end task for any Razer function in task manager and set it not to start at boot up. The MB update still failed. I know Razer has caused other problems in the past and maybe an update changed something in the system that even with Synapse off it has already changed something. I know that's a long shot but I can't think of another program that been doing updates on both PC's this last month. Microsoft 365 on both and Cox is our internet provider. Although there are some other programs both are running, I don't recall any other updates to them last month.

Edited: Both PC's had updates for Macrium Reflect and Razer Synapse which all downloaded and installed successfully this morning. Both also had successful Defender definitions updates. MB updates still not working on both.

Edited July 6, 2022 by Phxflyer
Other updates applied successfully

[AdvancedSetup]

Can you please open an elevated admin command prompt and run the following for me and send me a Private Message with the results

curl -v --sslv3 https://cdn.mwbsys.com

curl -v --sslv3 https://keystone.mwbsys.com

curl -v --sslv3 https://telemetry.malwarebytes.com

Thanks

 

[Phxflyer]

I sent a copy of those to Advanced Setup. I think that was what was filled in when I clicked on PM from above post.

Thanks

[AdvancedSetup]

Yes, I got your information. Thank you

We're checking still to validate what is causing this. It does not look to be an issue with the program at this time.