GhostX Posted April 25 ID:1632514 Share Posted April 25 Hello, i cant update the AV to version 5. I already uninstalled and reinstalled with the latest version. (download link https://www.malwarebytes.com/mwb-download/thankyou) Any idea? Thanks. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted April 25 Staff ID:1632515 Share Posted April 25 ***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...
David H. Lipman Posted April 25 ID:1632519 Share Posted April 25 Please try; Malwarebytes v5.x Offline It will download the full offline installer and update the product to the latest version. Link to post Share on other sites More sharing options...
GhostX Posted April 25 Author ID:1632521 Share Posted April 25 18 minutes ago, David H. Lipman said: Please try; Malwarebytes v5.x Offline It will download the full offline installer and update the product to the latest version. Same result. Link to post Share on other sites More sharing options...
David H. Lipman Posted April 25 ID:1632522 Share Posted April 25 Thank you. @Porthos will be by in a little while and will assist you in gathering logs to help determine why you can't successfully upgrade to v5.x Link to post Share on other sites More sharing options...
Porthos Posted April 25 ID:1632548 Share Posted April 25 @GhostX Please do the following so that we may take a closer look at your system. Disable-Fast-Startup https://forums.malwarebytes.com/topic/299350-disable-fast-startup/ Then please restart the computer and then do the following. WARNING: Do Not click the Repair option under Advanced unless requested by a Malwarebytes support agent or authorized helper 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. The tool also downloads and runs a file called FRSTEnglish. Please allow it to run. 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 Desktop or on the hidden Public desktop (usually C:\Users\Public\Desktop), please upload that file on your next reply Thank you Link to post Share on other sites More sharing options...
GhostX Posted April 25 Author ID:1632571 Share Posted April 25 Here you go. By the way is this normal using Malwarebytes privacy? mbst-grab-results.zip Link to post Share on other sites More sharing options...
Solution Porthos Posted April 25 Solution ID:1632572 Share Posted April 25 (edited) @GhostX I see your issue. The stand-alone VPN is blocking the installation since it is integrated with MB5. If your VPN key is the same as your Premium key, Uninstall both, and then you will be able to install MB5. Edited April 25 by Porthos Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted April 25 Root Admin ID:1632574 Share Posted April 25 Clean Talk spam blocking was removed Link to post Share on other sites More sharing options...
GhostX Posted April 26 Author ID:1632637 Share Posted April 26 Thanks it worked. 2 Link to post Share on other sites More sharing options...
David H. Lipman Posted April 26 ID:1632690 Share Posted April 26 Closing this topic as it's been resolved. 1 Link to post Share on other sites More sharing options...
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