Unable to update

[Cecemoto]

Hello,

I've been trying to update my Malwarebytes for a few days but I keep getting the error "PROGRAM_ERROR_UPDATING(12002,0,WinHttpRecieveResponse)". What does it mean? It said the data base was 160 days old and I'm using the free version of the program.

[ThreeGuser]

Hello,

I've been trying to update my Malwarebytes for a few days but I keep getting the error "PROGRAM_ERROR_UPDATING(12002,0,WinHttpRecieveResponse)". What does it mean? It said the data base was 160 days old and I'm using the free version of the program.

This mean that the program coundn't connect to MBAM servers to updates - the updates request has timed out.

Make sure nothing blocks MBAM.exe for outgoing access - such as a firewall?

In case you are not sure if something blocks MBAM and you don't know what might be blocking it, post back with a log of AutoRuns. Here is how to:

• Please download Sysinternals Autoruns from here and save it to your desktop.
  
  • Note: If using Windows Vista or Windows 7 then you also need to do the following:
    
    1. Right-click on Autoruns.exe and select Properties
       
    2. Click on the Compatibility tab
       
    3. Under Privilege Level check the box next to Run this program as an administrator
       
    4. Click on Apply then click OK
       

  [*]Double-click Autoruns.exe to run it.

  [*]Once it starts, please press the Esc key on your keyboard.

  [*]Click on the Options button and check Hide Microsoft and Windows Entries

  [*]Once that's done press the F5 key on your keyboard, this will start the scan again, this time let it finish.

  [*]When it's finished and says Ready. on the lower left of the program window, please click on the File button at the top of the program and select Save and save the Autoruns.arn file to your desktop and close Autoruns.

  [*]Right click on the Autoruns.arn file on your desktop and hover your mouse over Send To and select Compressed (zipped) Folder

  [*]Attach the Autoruns.zip folder you just created to your next reply

[Cecemoto]

OK, here is the log file. As for firewalls, I think the one from Kaspersky is running along with the windows one that came installed.

AutoRuns.zip

[ThreeGuser]

OK, here is the log file. As for firewalls, I think the one from Kaspersky is running along with the windows one that came installed.

Has this computer ever had Norton/Symantec product installed ?

Can you go to www.virustotal.com and upload this file for analysis:

c:\windows\system32\navlogon.dll

Please, let me know the results afterwards.

In the mean time open Kaspersky's firewall settings and make sure Kaspersky doesn't block any MBAM files to access the internet. You can see some instructions here:

http://support.kaspersky.com/kis2010/firewall?qid=208280574

Note that the instructions are for blocking, we need to allow access for MBAM.

If this doesn't help:

try to boot in Safe Mode with Networking , start MBAM and attemp update from there. Here it is how to boot in Safe Mode with Networking:

http://www.computerhope.com/issues/chsafe.htm

Please, let me know the results.

[Cecemoto]

Yes! Norton anti-virus was installed and I uninstalled it using the program Revo Uninstaller.

Here are the results of the scan:

Antivirus Version Last update Result

AhnLab-V3 2011.06.09.00 2011.06.08 -

AntiVir 7.11.9.102 2011.06.08 -

Antiy-AVL None 2011.06.07 -

Avast 4.8.1351.0 2011.06.08 -

Avast5 5.0.677.0 2011.06.08 -

AVG 10.0.0.1190 2011.06.08 -

BitDefender 7.2 2011.06.08 -

CAT-QuickHeal 11.00 2011.06.08 -

ClamAV 0.97.0.0 2011.06.08 -

Commtouch 5.3.2.6 2011.06.08 -

Comodo 8995 2011.06.08 -

DrWeb 5.0.2.03300 2011.06.08 -

eSafe 7.0.17.0 2011.06.06 -

eTrust-Vet None 2011.06.08 -

F-Prot 4.6.2.117 2011.06.08 -

F-Secure 9.0.16440.0 2011.06.08 -

Fortinet 4.2.257.0 2011.06.08 -

GData 22 2011.06.08 -

Ikarus T3.1.1.104.0 2011.06.08 -

Jiangmin 13.0.900 2011.06.08 -

K7AntiVirus 9.105.4785 2011.06.08 -

Kaspersky 9.0.0.837 2011.06.08 -

McAfee 5.400.0.1158 2011.06.08 -

McAfee-GW-Edition 2010.1D 2011.06.08 -

Microsoft 1.6903 2011.06.08 -

NOD32 6191 2011.06.08 -

Norman 6.07.10 2011.06.08 -

nProtect 2011-06-08.02 2011.06.08 -

Panda 10.0.3.5 2011.06.08 -

PCTools 7.0.3.5 2011.06.08 -

Prevx 3.0 2011.06.08 -

Rising 23.61.02.03 2011.06.08 -

Sophos 4.66.0 2011.06.08 -

SUPERAntiSpyware 4.40.0.1006 2011.06.08 -

Symantec 20111.1.0.186 2011.06.08 -

TheHacker 6.7.0.1.225 2011.06.08 -

TrendMicro 9.200.0.1012 2011.06.08 -

TrendMicro-HouseCall 9.200.0.1012 2011.06.08 -

VBA32 3.12.16.0 2011.06.08 -

VIPRE 9525 2011.06.08 -

ViRobot 2011.6.8.4500 2011.06.08 -

VirusBuster 14.0.73.1 2011.06.08 -

MD5: c8d5ebecf889534fe52537f18cfeb1c0

SHA1: 938cd61206122f9c28aeeecdaa482e1b9135e25f

SHA256: a4364e999204d0de0ce9d8a48e203bcf26a7e7ee84dfc6ef4972dbee6cec31b6

File size: 45056 bytes

Scan date: 2011-06-08 20:41:39 (UTC)

I checked the Kaspersky firewall and Malwarebytes is listed as a trusted application. I was able to update the Malwarebytes on safe mode though. Does that mean there is a virus or something?

[Cecemoto]

A quick extra update: My computer just crashed; I got the blue screen. Is that related in any way to what we're trying to fix?

[Mainard]

Hello Cecemoto,

Please do the following:

• 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 Pro version
    
  • 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 setup 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 and we'll explain how to do it.
    

Thank you very much!