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update error


mdplusk

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recently downloaded malwarebytes / very pleased but unable to update / i uninstalled and reinstalled but same error keeps popping up with instructions to report to our support team

mbam_error_updating(120007,0,winhttpsend request)

any help would be appreciated but please make it simple - thanks

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Greetings! :) run these instructions please

If you still have problems please follow these steps -

Here are some steps to diagnose update issues:

Step 1

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

This should be less than 4725

Step 2

Next - 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

Thank You -

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Greetings! :) run these instructions please

If you still have problems please follow these steps -

Here are some steps to diagnose update issues:

Step 1

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

This should be less than 4725

Step 2

Next - 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

Thank You -

hi

Traceroute Malwarebytes CDN version 1.5

Thu 09/30/2010

22:16:03.70

Phase #1

Tracerouting: data-cdn.mbamupdates.com

Unable to resolve target system name data-cdn.mbamupdates.com.

DNS Info

Server: UnKnown

Address: 213.109.68.116

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

Phase #2

Tracerouting: llnw.data-cdn.mbamupdates.com

Unable to resolve target system name llnw.data-cdn.mbamupdates.com.

DNS Info

Server: UnKnown

Address: 213.109.68.116

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

Phase #3

Tracerouting: edge.data-cdn.mbamupdates.com

Unable to resolve target system name edge.data-cdn.mbamupdates.com.

DNS Info

Server: UnKnown

Address: 213.109.68.116

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

Finished at: 22:16:07.15

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Hi -

A simple flush / reset of the Router should fix this -

1. Very important: First disconnect your computer from the internet. (Log off)

2. Router Reset: Next you must reset the router to its default configuration. This can be done by inserting something tiny like a paper clip end or pencil tip into a small hole labeled "reset" located on the back of the router. Press and hold down the small button inside until the lights on the front of the router blink off and then on again (usually about 10 seconds).

3. Reset the IP/DNS settings of your interent connection:

Download this Microsoft Item and follow its directions

4. Flush the DNS cache:

  • Click the Start logo in the bottom left corner of the screen
  • Click on Run or press Windows Key+R
  • In the command window copy/paste the following:
    ipconfig /flushdns


  • Then hit enter.
  • Exit the command window.

5. Once you have followed all the above steps you can reconnect your computer to the internet

and see if you can update now -

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

Thank You -

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hi

Traceroute Malwarebytes CDN version 1.5

Thu 09/30/2010

22:16:03.70

Phase #1

Tracerouting: data-cdn.mbamupdates.com

Unable to resolve target system name data-cdn.mbamupdates.com.

DNS Info

Server: UnKnown

Address: 213.109.68.116

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

Phase #2

Tracerouting: llnw.data-cdn.mbamupdates.com

Unable to resolve target system name llnw.data-cdn.mbamupdates.com.

DNS Info

Server: UnKnown

Address: 213.109.68.116

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

Phase #3

Tracerouting: edge.data-cdn.mbamupdates.com

Unable to resolve target system name edge.data-cdn.mbamupdates.com.

DNS Info

Server: UnKnown

Address: 213.109.68.116

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

Finished at: 22:16:07.15

i downloaded and ran the tcp program but nothing like or similar ti mbam exe appears / i ran update again and now rather than running for a few seconds before the error code appears it now appears immediately so i'm guessing the update doesn't run long enough or at all to appear in the tcp viewer

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Hi -

Last quick fix - Try to Un/Re install the program also list your Antivirus and any installed firewall -

Select your Operating system and follow the directions -

To Fully Remove and Reinstall a Fresh New Copy of Malwarebytes - Read Carefully

Windows XP:

  • Click on Start and select Control Panel
  • Open Add/Remove Programs
  • Uninstall Malwarebytes' Anti-Malware
  • Restart your computer very important !
  • Download and run mbam-clean.exe from Here

It will ask to restart your computer, please allow it to do so, very important

After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from Here

Windows Vista and Windows 7:

  • Click on the Start button and select Control Panel
  • Click on Programs and Features
  • Uninstall Malwarebytes' Anti-Malware
  • Restart your computer very important !
  • Download and run mbam-clean.exe from Here

It will ask to restart your computer, please allow it to do so, very important

After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from Here

Note: You will need to reactivate the program using the license you were sent via email if using the Paid version only

Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.

Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now reset any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications.

You may use the guides posted in the FAQ's here or ask me and I'll explain how to do it.

Thank You - :)

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Hi again -

If none of the quick fix advice works , this can be due to an infection - Please follow this advice -

As we do not work on Malware removal or diagnostics in the general forums please follow these directions -

Please print out, read and follow What do I do now? , skipping any steps you are unable to complete.

The next step is post a New Topic Here.

One of the expert helpers there will give you one-on-one assistance when one becomes available.

After posting your new post make sure under options that you select Track this topic and choose one of the Email options so that

you're alerted when someone has replied to your post - Please allow at least 48 hours for a reply as the experts can get busy at times -

Also add a brief note to the experts as to your problems -

Alternatively, as a paying customer, you can contact the help desk at support@malwarebytes.org or via This Link

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

Thank You - :)

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