Updating Error

[j.d.]

Here are some steps to diagnose update issues:

Step 1

Click on

this link

and let me know what it says. It should be just a 4-digit number in the upper-left corner.

Step 2

Please download and run the traceroute utility at

this link

. It will run a traceroute to our update servers to see if it can find the connection issue, and then it will write it to a log, and open that log in Notepad when it is done. Please either save the log as a Text File and then attach it to a reply, or copy and paste it into a reply, and I will forward it on to our server guy.

Note that it may take several minutes to run, and it may look like it is not doing anything for a few minutes. Normally it takes longer when there are errors that it has to log, but it's rare for it to go more than 10 minutes.

Step 3

Please download TCPView from Microsoft at

this link

.

This utility will monitor everything that is accessing the Internet or your local network. All you have to do is run TCPView, and then run Malwarebytes' Anti-Malware and start the update. Watch TCPView to see if mbam.exe shows up in the list. It will be pretty obvious, because it highlights it in green.

I need to know what "Remote Address" Malwarebytes' Anti-Malware is trying to connect to. Once it shows up in the list, you can right-click on the line for mbam.exe, and select 'Copy' in order to paste it into a reply. It will tell me what I need to know. Below is an example of what the line you are looking for will look like inside the following code box:

mbam.exe:3656 TCP vista-x64:52135 cdn-208-111-168-7.ord.llnw.net:http ESTABLISHED

I'm having the same problem.

Four digit number - 4509

log file:

Traceroute Malwarebytes CDN version 1.5

Mon 08/30/2010

13:38:49.61

Phase #1

Tracerouting: data-cdn.mbamupdates.com

Tracing route to ne1.wpc.edgecastcdn.net [72.21.81.133]

over a maximum of 30 hops:

1 1 ms <1 ms <1 ms 192.168.0.1

2 2 ms 2 ms 2 ms ss33.axs2000.net [209.120.199.33]

3 15 ms 14 ms 15 ms 10.251.0.1

4 11 ms 14 ms 14 ms sd-coregw.idv.net [209.120.198.1]

5 11 ms 19 ms 13 ms 209.213.219.121

6 15 ms 14 ms 13 ms ge-6-7.car1.Philadelphia1.Level3.net [4.78.152.13]

7 48 ms 15 ms 202 ms ae-11-11.car2.Philadelphia1.Level3.net [4.69.133.166]

8 18 ms 27 ms 13 ms ae-6-6.ebr1.NewYork1.Level3.net [4.69.133.170]

9 22 ms 17 ms 17 ms ae-81-81.csw3.NewYork1.Level3.net [4.69.134.74]

10 14 ms 15 ms 14 ms ae-3-89.edge2.NewYork1.Level3.net [4.68.16.144]

11 28 ms 19 ms 14 ms EDGECAST-NE.edge2.NewYork1.Level3.net [4.71.230.38]

12 22 ms 18 ms 19 ms 72.21.81.133

Trace complete.

DNS Info

DNS request timed out.

timeout was 2 seconds.

Server: UnKnown

Address: 192.168.0.16

Name: data-cdn.mbamupdates.com.secondsourceonline.com

Address: 67.215.65.132

============================================================

[Pierre771]

Fixed for me (due to old firewall NIS 2006)

Should be verified first.

Thks

[noknojon]

@ j.d. -

I am having troubles figuring out your problem ........

Can you list any error numbers you are getting and also list your Antivirus plus any Firewall you have installed -

Next can you please do a Quick Scan with Malwarebytes and post your logs here -

Thank You -

Please use the ADD REPLY Tab at the bottom of the page when you reply -

[GT500]

I'm having the same problem.

That traceroute log is showing a DNS request timeout, but that could be normal for your router or modem. It's also tacking a weird URL onto the end of the addresses in the DNS check for our update servers. If you connect to the Internet through a router, then I highly recommend pressing and holding the little reset button on the back of the router until the power light starts blinking in order to set it back to factory default settings (alternately you can check the DNS settings in the router manually if you know how to do it).

Please note that after resetting your router, it will need to be set back up again if it is a wireless router, as this will clear any encryption settings as well.