rorymi6 Posted July 11, 2022 ID:1524345 Share Posted July 11, 2022 Hi I can also confirm same issue with numerous customers who I have supplied Malwarebytes installations / licenses etc. We do not appear to be getting any official response from Malwarebytes concerning this problem ? Only the request each time to send a log using Malwarebytes tool. A reinstallation does not resolve the updating fault ! Clearly we have a major program update issue here with numerous posts all complaining of the same issue its not an isolated local problem. What would help is if we could have an official response and some sort of explanation so I can pass information onto my customers with ETA when this is expected to be resolved ? Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 11, 2022 Staff ID:1524346 Share Posted July 11, 2022 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler If you are having licensing issues, please do the following: Spoiler 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 Link to post Share on other sites More sharing options...
rorymi6 Posted July 11, 2022 Author ID:1524348 Share Posted July 11, 2022 (edited) ok this is strange remotely logging into a few other customers I have discovered that Malwarebytes is updating ok ? this is with different OS both W11 and W10 no problem updating ? whereas other people cannot update despite reinstalls using W10 or W11 with Malwarebytes version the same as customers who can update ? So there does not seem to be a pattern to why some are updating and others now cannot ?? Would appreciate a response to how I can help out my customers who are now unable to update ? something very odd going on ? 😣 Edited July 11, 2022 by rorymi6 Link to post Share on other sites More sharing options...
nukecad Posted July 11, 2022 ID:1524350 Share Posted July 11, 2022 What worked (eventually) for me was to Quit Malwarebytes from the system tray, restart, open Malwarebytes and Check for updates. 1 Link to post Share on other sites More sharing options...
rorymi6 Posted July 11, 2022 Author ID:1524351 Share Posted July 11, 2022 ok thanks for your response I will give this a try and report back 😉 Link to post Share on other sites More sharing options...
Porthos Posted July 11, 2022 ID:1524375 Share Posted July 11, 2022 2 hours ago, rorymi6 said: We do not appear to be getting any official response from Malwarebytes concerning this problem ? It was the weekend. I am sure it is being looked into now. Not everyone is having the issue so it will take some time to figure what is going on. 1 Link to post Share on other sites More sharing options...
rorymi6 Posted July 11, 2022 Author ID:1524389 Share Posted July 11, 2022 (edited) 44 minutes ago, Porthos said: It was the weekend. I am sure it is being looked into now. Not everyone is having the issue so it will take some time to figure what is going on. Thanks Porthos This issue started about a week ago strange its affecting some computers but not others lets hope its resolved soon with some explanation to what's causing this fault ? Edited July 11, 2022 by rorymi6 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 12, 2022 Root Admin ID:1524429 Share Posted July 12, 2022 Please try again now to update @rorymi6 AWS made some changes but not sure if it will address your issue or not. Thanks 1 Link to post Share on other sites More sharing options...
rorymi6 Posted July 12, 2022 Author ID:1524468 Share Posted July 12, 2022 At last it seems to be resolved Updates are back to normal on PCs that couldn't update Thank you to everybody who commented on this thread ! 👍 👍 1 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 12, 2022 Root Admin ID:1524470 Share Posted July 12, 2022 Excellent, glad to hear, @rorymi6 Link to post Share on other sites More sharing options...
rorymi6 Posted July 12, 2022 Author ID:1524479 Share Posted July 12, 2022 spoke to soon its back again this morning ! unable to contact update server This is getting to be a real pain guys just what's going on ?? support ticket raised ticket 3926006 😒 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 12, 2022 Root Admin ID:1524551 Share Posted July 12, 2022 Hi @rorymi6 Until we get this issue fully resolved you should be able to download and manually update the client each day. 64-bit - https://malwarebytes.box.com/s/lx8dfe2xdysnwnyca3mdfwz4lmah99yr 32-bit - https://malwarebytes.box.com/s/swwntld4n2fr7x2apvoq8l3831lgmzd0 1 Link to post Share on other sites More sharing options...
Arsenal123 Posted July 13, 2022 ID:1524678 Share Posted July 13, 2022 18 hours ago, AdvancedSetup said: Hi @rorymi6 Until we get this issue fully resolved you should be able to download and manually update the client each day. 64-bit - https://malwarebytes.box.com/s/lx8dfe2xdysnwnyca3mdfwz4lmah99yr 32-bit - https://malwarebytes.box.com/s/swwntld4n2fr7x2apvoq8l3831lgmzd0 Do these links work for everyone regardless of location or is it only for this user/certain areas? So far since re-installing it with link you provided in your last reply to my topic it's updated fine but in case that changes it would be nice to have a workaround (I originally downloaded it from the website when I first got MB) Thanks Link to post Share on other sites More sharing options...
Porthos Posted July 13, 2022 ID:1524706 Share Posted July 13, 2022 2 hours ago, Arsenal123 said: Do these links work for everyone regardless of location or is it only for this user/certain areas? They are location neutral so yes. 1 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted July 13, 2022 Root Admin ID:1524759 Share Posted July 13, 2022 (edited) @Arsenal123 Please try updating now. We believe that It should be working for all locations now. The current UTC time is: 20:26:45 https://time.is/UTC Edited July 13, 2022 by AdvancedSetup Updated information Link to post Share on other sites More sharing options...
Arsenal123 Posted July 13, 2022 ID:1524766 Share Posted July 13, 2022 (edited) 1 hour ago, AdvancedSetup said: @Arsenal123 Please try updating now. We believe that It should be working for all locations now. The current UTC time is: 20:26:45 https://time.is/UTC I updated three times since your last reply on my topic and it's worked each time I'll probably update again tomorrow afternoon P.s is 4.5.11 available for everyone now it just updated to that on my dad's laptop my last time I updated on mine was about 4-5 hours ago Edited July 13, 2022 by Arsenal123 Link to post Share on other sites More sharing options...
Porthos Posted July 13, 2022 ID:1524767 Share Posted July 13, 2022 Just now, Arsenal123 said: is 4.5.11 available for everyone now Yes it is. 1 Link to post Share on other sites More sharing options...
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