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Malwarebytes VPN keeps shutting down my internet


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Whenever I turns on Malwarebytes VPN then shuts the VPN off, it would shut off my internet on my Windows 11 laptop and there is no way I can turn it back on. The whole interent section is unresponsive after it's shut down, I can't even go into interent settings. The only way to turn it back on is to force restart the laptop by holding the powder button. A normal restart would stuck in infinite restarting screen. Even after restarting, the interenet keeps shutting off intermittently. This has been troubled me for quite a while now, and it is very annoying. Please let me know if there is a way to solve this, thanks.

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Hello @Eric134 and welcome back:

While you are waiting for the next staffer to weigh in on your topic, and even though you may have run the following Malwarebytes utility, please carefully follow these instructions:

  1. Download the Malwarebytes Support Tool.
  2. In your Downloads folder, open the mb-support-x.x.x.xxx.exe file.
  3. In the User Account Control pop-up window, click Yes to continue the installation.
  4. Run the MBST Support Tool.
  5. In the left navigation pane of the Malwarebytes Support Tool, click Advanced.
  6. In the Advanced Options, click only Gather Logs. A status diagram displays the tool is Getting logs from your computer.
  7. A zip file named mbst-grab-results.zip will be saved to the Public desktop, please upload that file on your next reply to this topic.

Thank you.

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  • Root Admin

If you have the Kill Switch enabled that may be what you're experiencing.

 

Settings in Malwarebytes Privacy VPN for Windows
https://support.malwarebytes.com/hc/en-us/articles/360045211174-Settings-in-Malwarebytes-Privacy-VPN-for-Windows

 

Kill switch: If you lose your Malwarebytes Privacy connection, the Kill switch stops internet traffic from entering and leaving your device. With the kill switch on, you cannot connect to the Internet unless Malwarebytes Privacy is connected. Malwarebytes Privacy automatically turns on the Auto launch and Auto connect in your Settings. By default, this toggle is disabled. When enabled, Malwarebytes Privacy locks your information from being exposed.

 

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I see Malwarebytes is disabled and 2 versions behind when you gathered the log.

Lets use the same support tool and do a clean uninstall and reinstall of both products.

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN. Follow the prompts.

When all done restart the computer and get a new set of logs.

image.png.91e86f3793de157d7e33efbee66b8109.png
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7 hours ago, Porthos said:

I see Malwarebytes is disabled and 2 versions behind when you gathered the log.

Lets use the same support tool and do a clean uninstall and reinstall of both products.

 

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

 

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN. Follow the prompts.

When all done restart the computer and get a new set of logs.

 

 

image.png.91e86f3793de157d7e33efbee66b8109.pngmbst-grab-results.zip

Hi it is done as instructed. 

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  • Root Admin

Please post back the CLEAN REMOVAL and reinstall logs.

 

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are 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 the Public desktop, please upload that file on your next reply

Thank you

 

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  • Root Admin
Posted (edited)

The logs indicate that you did not appear to follow our previous instructions. There are no CLEAN logs.

Please follow the directions below.

 

  • 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 to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. Please manually restart the computer once the reinstall has completed.

After the restart please do the following

  • 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

Thank you

 

Edited by AdvancedSetup
Updated information
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  • Root Admin

The Malwarebytes Privacy shows you're running without a license.

If you don't have a license for the product please go ahead and go to Control Panel, Programs, Programs and Features and uninstall the MB Privacy VPN program.

If you have a license, please activate both MB4 and MB Privacy and let us know if you're still having any issues.

 

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