Error Updating

[SandraT]

Hi,

I am receiving this error when trying to update Malware on my PC and my laptop.

I would appreciate some help, as I am pretty sure I am infected with a pop-up virus.

Thank you!

[Haider]

Hello SandraT:

Sorry to hear that you are having problem with MBAM updates. Please provide following details, someone will help you:

1. What error code you are receiving?
   
2. OS version including 32/64-bit?
   
3. Installed Security Product(s) including Firewall?
   
4. MBAM version (current 1.46)
   
5. Definition version (current 5042)
   
6. Do you use a router to connect to Internet?
   

Please post back using button

[SandraT]

Hi,

1. I am getting an error message of MBAM_ERROR_UPDATING (12007, 0, WinHttpSendRequest)

2. OS is Windows XP 32 bit

3. Norton Internet Security 2010 with firewall on.

4. MBAM version 1.46

5. Not sure of the Definition version (Database version is 4052)

6. Yes there is a router connected to this computer.

Thanks

[Haider]

Thanks SandraT:

To diagnose problem, please follow these steps:

Add exclusions to Norton Internet Security 2010 for MBAM

• C:\Program Files\Malwarebytes' Anti-Malware\mbam.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamgui.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamservice.exe
  
• C:\Program Files\Malwarebytes' Anti-Malware\zlib.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbam.dll
  
• C:\Program Files\Malwarebytes' Anti-Malware\mbamext.dll
  
• C:\Documents and Settings\All Users\Application Data\Malwarebytes\Malwarebytes' Anti-Malware\rules.ref
  
• C:\Windows\System32\drivers\mbam.sys
  
• C:\Windows\System32\drivers\mbamswissarmy.sys
  

Please allow MBAM.EXE

data-cdn.mbamupdates.com

through firewall

[SandraT]

I think I have added the exclusions correctly.

I cannot figure out where to allow the codes. I did allow Malware under Program Controls but I am still getting the same error.

[Firefox]

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

[SandraT]

I get a message of Cannot find server on the first step. I am connected to the internet. I attached a print screen of the error.

[SandraT]

Step 2 result.

Traceroute Malwarebytes CDN version 1.5

04/11/2010

13:19:31.34

Phase #1

Tracerouting: data-cdn.mbamupdates.com

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

DNS Info

DNS request timed out.

timeout was 2 seconds.

Server: UnKnown

Address: 192.168.0.1

DNS request timed out.

timeout was 2 seconds.

DNS request timed out.

timeout was 2 seconds.

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

Phase #2

Tracerouting: llnw.data-cdn.mbamupdates.com

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

DNS Info

DNS request timed out.

timeout was 2 seconds.

Server: UnKnown

Address: 192.168.0.1

DNS request timed out.

timeout was 2 seconds.

DNS request timed out.

timeout was 2 seconds.

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

Phase #3

Tracerouting: edge.data-cdn.mbamupdates.com

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

DNS Info

DNS request timed out.

timeout was 2 seconds.

Server: UnKnown

Address: 192.168.0.1

DNS request timed out.

timeout was 2 seconds.

DNS request timed out.

timeout was 2 seconds.

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

Finished at: 13:20:47.75

[SandraT]

Step 3 result.

I did not see mbam show up when I clicked on update.

[Haider]

Hello SandraT:

Let's try following:

1. Disable firewall completely, and try updating (to check if this is the issue) otherwise
   
2. Keep firewall disabled and connect computer directly with modem via Ethernet cable (to check if this is router issue)
   

Please post back using button

[SandraT]

I did both and was able to get the updates. Thank you for the help.

[Haider]

Hello SandraT:

Even though it has updated (Database version 5044), but the diagnostic is not yet complete, we need to nail down the problem whether firewall or router and make corrective action where both must work normally in conjunction

Could you please elaborate whether it worked after step 1 or 2. Please post back using button

[Firefox]

You may want to print or write these directions as you will disconnect from the internet for a while -

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:

• Go to Start -> Control Panel -> Double click on Network Connections.
  
• Right click on your default connection (usually Local Area Connection or Wireless Network Connection) and select Properties.
  
• Select the General tab.
  
• Double click on Internet Protocol (TCP/IP).
  ?Under General tab:
  
• Select "Obtain an IP address automatically".
  
• Select "Obtain DNS server address automatically".
  
• Click OK twice to save the settings.
  
• Reboot if you had to change any setting.
  

4. Flush the DNS cache:

• Click the Start logo in the bottom left corner of the screen
  
• Click on Run or press Windows Logo+R
  
• In the command window copy/paste the following (one at a time):
  

  ipconfig /flushdns
  
  netsh winsock reset

  
  

• Then hit enter.
  
• Exit the command window.
  

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

[SandraT]

Hi Haider,

It worked after the second solution. It seems to be the router. I also directly plugged the cable into my laptop and was able to update without disabling the firewall.

On another note, after running a full scan neither the computer or the laptop came back with any problems even though the pop up problem is still there.

Sandra

[Firefox]

Please follow ALL the steps in my post #13 above....

[noknojon]

Hi SandraT -

Please make sure Malwarebytes (Version 5046) and your antivirus are both updated now and run the scans to see if there is any

type of problem is showing up -

Thank You -

EDIT -

Is the pop up only on one unit or both ??

[Haider]

even though the pop up problem is still there

Hello SandraT:

Are you still getting "MBAM_ERROR_UPDATING (12007, 0, WinHttpSendRequest)" even when directly connected with modem via Ethernet cable? Apparently this seems to be router problem, please do the following:

1. Reset router to factory default
   
2. Change Admin login password (to avoid further hijack)
   
3. Change the default IP (make it more secure)
   
4. Change wireless encryption key (in case wireless is configured)
   

You should be all set. Please post back using button