Have internet connection but some apps say they cannot connect to update server

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I have an issue that I do not understand and cannot seem to find a fix. I have a good internet connection, can access my email, gcal, surf the web,etc. But I have several apps that when needing to access the internet for updates give me an error saying they cannot connect to there update server or no internet connection. Some of these apps are Malwarebytes, Avast and Filehippo app manager. I have run scans with Malwarebytes. MSE, Windows Security Scan, Adware and a couple of other virus scans. Everything comes up clean. I have a direct connection to the internet via ATT Uverse. I have checked all the settings I can think of to ensure that no proxy setting exist. Had my son look at things as he is more tech savy than I. He tried several ipconfig things [hope I get these right] release and renew, reset the winsock and ip stack. Have restored the oldest system restore point that I have and nothing helps. I have 2 other pc’s that work fine.
The troubled machine is a Dell Latitude laptop running Win7 Pro with SP1. All Win7 updates have been applied. I do not have the Win7 install dvd to reinstall Windows.
Hope someone can help with this issue. One other question — if I can’t get this fixed, would you think that installing Win10 would clear this up since it is laying down a whole new Windows system?
Tks in advance.

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LDM,

Welcome to the lounge as a new poster. :cheers:

I’ve experienced this problem with Malwarebytes Pro a few times. Sometimes it tells me it can’t start Malwarebytes. What I do in this situation is to manually start Malwarebytes and click the update button and so far, knock on wood, it seems to fix the problem. My guess is that their servers are just temporally overloaded and the software doesn’t know how to act when it can call home successfully.

HTH :cheers:

May the Forces of good computing be with you!

RG

PowerShell & VBA Rule!
Computer Specs

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Thanks for the reply. I have tried the update button probably 30 times in the past 3 days. Same error message.

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Did your son try changing the DNS servers in the laptop.

If he didn’t then try this.

Go Start – type ncpa.cpl – press enter then right click on whichever adapter you are using – Ethernet or wireless and select Properties.

Click on (TCP/IPv4) then on Properties.

Click on the lower DNS button and in the top row of boxes type 8.8.8.8 and in the lower row, 8.8.4.4

Check the box to Validate settings upon exit – OK – Close and if the Troubleshooter says it can’t find anything wrong, then you are usually good to go.

While you can run Avast Free alongside most other AV programs, it’s generally best to just run one as you can end up with anomalous problems and it could actually be MSE that’s causing the problem by blocking.

Booting up into Safe Mode with Networking by tapping F8 as you switch on and selecting that option will isolate all 3rd party programs and AV programs, so that you could see if MBAM and the FileHippo app Manager can connect then.

I would try this before changing the DNS servers.

Of the two AV programs, I would lose MSE and keep Avast Free, but the choice is yours.

Personally if I were going to use a free AV program, I would opt for the free version of Comodo which I’ve seen personally recommended.

However, whichever you choose to do, ensure that you use the AV Uninstaller to get rid of one or both as registry residue can still cause a conflict.

https://www.avast.com/en-gb/uninstall-utility

https://support.microsoft.com/en-us/kb/2483120

And if you want to give it a try…. https://antivirus.comodo.com/

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Thanks for replying —
Yes, we did as you suggested – used the google dns and got the same results.
I also tried your suggestion and tried connection via safe mode. still no connection.
I was not running 2 av’s at the same time. I uninstalled Avast when I first saw the errors and intended to reinstall thinking it had a problem. Couldn”t since it installs from the internet. So then I install MSE simply to do a scan.

Did your son try changing the DNS servers in the laptop.

If he didn’t then try this.

Go Start – type ncpa.cpl – press enter then right click on whichever adapter you are using – Ethernet or wireless and select Properties.

Click on (TCP/IPv4) then on Properties.

Click on the lower DNS button and in the top row of boxes type 8.8.8.8 and in the lower row, 8.8.4.4

Check the box to Validate settings upon exit – OK – Close and if the Troubleshooter says it can’t find anything wrong, then you are usually good to go.

While you can run Avast Free alongside most other AV programs, it’s generally best to just run one as you can end up with anomalous problems and it could actually be MSE that’s causing the problem by blocking.

Booting up into Safe Mode with Networking by tapping F8 as you switch on and selecting that option will isolate all 3rd party programs and AV programs, so that you could see if MBAM and the FileHippo app Manager can connect then.

I would try this before changing the DNS servers.

Of the two AV programs, I would lose MSE and keep Avast Free, but the choice is yours.

Personally if I were going to use a free AV program, I would opt for the free version of Comodo which I’ve seen personally recommended.

However, whichever you choose to do, ensure that you use the AV Uninstaller to get rid of one or both as registry residue can still cause a conflict.

https://www.avast.com/en-gb/uninstall-utility

https://support.microsoft.com/en-us/kb/2483120

And if you want to give it a try…. https://antivirus.comodo.com/

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Can you connect to the update server manually – via your browser?
Open this file in Notepad, it should contain no / very few entries. C:WindowsSystem32driversetchosts

cheers, Paul

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I checked the host file. One entry — 127.0.0.1 Local Host

I can connect to Avast.com, Malwarebytes.com with no problems. Don’t know the url for their update servers.

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As you can connect to everywhere else and especially in Safe Mode with Networking, it would suggest the fault was with their servers.

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As you can connect to everywhere else and especially in Safe Mode with Networking, it would suggest the fault was with their servers.

I would like to think that the case but I have 2 other Win7 pc’s that are not have the problem.

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From what has already been done, that for me would only leave the network adapter drivers.

Have you checked for any updates for them ?

Not sure if Event Viewer would have anything on this as all else seems to be working.

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Windows says that the wireless network adapter driver is up to date.

I do not see anything in the event viewer that appears related.

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Windows never has the latest network drivers.

Go into Device Manager/Network adapters – make a note of the wireless adapter then go to the vendor’s site and check the date of its latest offering.

Just a thought, have you tried disabling the wireless adapter in Device Manager, wire up to the router and then see if the programs still fail to connect ?

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Windows never has the latest network drivers.

Go into Device Manager/Network adapters – make a note of the wireless adapter then go to the vendor’s site and check the date of its latest offering.

Just a thought, have you tried disabling the wireless adapter in Device Manager, wire up to the router and then see if the programs still fail to connect ?

Checked Dell website and I have the latest driver. Also tried your thought on disabling the wireless adapter and hard wired to the router. Still no joy. Pls keep ideas coming.

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Windows never has the latest network drivers.

Go into Device Manager/Network adapters – make a note of the wireless adapter then go to the vendor’s site and check the date of its latest offering.

Just a thought, have you tried disabling the wireless adapter in Device Manager, wire up to the router and then see if the programs still fail to connect ?

I am logged in as admin

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I had the same problem with Malwarebytes (Free) when I went to update and then run a scan. It wouldn’t connect to the server from a limited user account unless I right clicked on the program and clicked ‘Run as Administrator’. Hope this helps.

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Sometimes just reinstalling the driver can be beneficial but as you can’t get there on LAN either then there would be no point.

I would have checked the vendor’s site for the driver though, as Dell would probably only update so far until they no longer support the model.

See if you can reinstall MBAM and/or the Filehippo app Manager onto the existing installs, but create a restore point first.

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Sometimes just reinstalling the driver can be beneficial but as you can’t get there on LAN either then there would be no point.

I would have checked the vendor’s site for the driver though, as Dell would probably only update so far until they no longer support the model.

See if you can reinstall MBAM and/or the Filehippo app Manager onto the existing installs, but create a restore point first.

Thanks again for replying — went to Dell site and downloaded and reinstall the driver.
Uninstalled filehippo and MBAM, ran MBAM clean and ccleaner on the registry.
Rebooted and reinstalled the apps. Problem still exists!!

Do you think laying Win10 down will alleviate this issue?

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Check your firewall settings.

Just because you don't know where you are going doesn't mean any road will get you there.

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Check your firewall settings.

Checked the settings, turned it off and uninstalled it.

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Haven’t a clue on that as they work okay on your other machines.

I didn’t intend for you to uninstall those first should you not have been able to reinstall them, but it would seem the problem isn’t with the actual programs.

When you install MBAM it auto looks for Definition updates – did the reinstall do that ?

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Haven’t a clue on that as they work okay on your other machines.

I didn’t intend for you to uninstall those first should you not have been able to reinstall them, but it would seem the problem isn’t with the actual programs.

When you install MBAM it auto looks for Definition updates – did the reinstall do that ?

I would assume that it does but fails. When it opens I get an immediate pop up stating the definitions are out of date.

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First of all, which Firewall did you turn off and uninstall ?

So do you still get the server error when you try to manually update MBAM ?

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First of all, which Firewall did you turn off and uninstall ?

So do you still get the server error when you try to manually update MBAM ?

I am using Fireglass for the firewall.
I have not tried to do a manual def update on Mbam as I didn’t know that could be done and I don’t know how.

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As you have already tried in Safe Mode with Networking, there was no need to disable a 3rd party security program as it would have been isolated in that mode and Windows Firewall would be activated.

If I haven’t started MBAM for a while, when I open it I get the definitions out of date message and I either click on the Fix button or the Update Now link on the right – that is what I meant by manually updating.

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As you have already tried in Safe Mode with Networking, there was no need to disable a 3rd party security program as it would have been isolated in that mode and Windows Firewall would be activated.

If I haven’t started MBAM for a while, when I open it I get the definitions out of date message and I either click on the Fix button or the Update Now link on the right – that is what I meant by manually updating.

Yes, I try the manual updating after each of the suggested changes I receive on this board.

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Does Reliability history have anything snagged on this ?

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Does Reliability history have anything snagged on this ?

Sorry, do not know what reliability history is?

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Go Start – start to type reliability and you’ll see View reliability history highlighted and then press enter.

It should give you anything untoward or installed for when certain events occurred and you can click on the red Xs or info for each day.

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Go Start – start to type reliability and you’ll see View reliability history highlighted and then press enter.

It should give you anything untoward or installed for when certain events occurred and you can click on the red Xs or info for each day.

No red X’s. Went to the help with — and it had 2 entries.
Microsoft Malware Protection Command Line Utility
Antimalware Service Executable

both referenced MP Telemetry

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I know that KB3068708 has been producing Telemetry errors in a sfc /scannow but I don’t think these will be the same.

I’ve noticed that KB3079904 issued what may have been hurriedly on the 20th July has been causing problems for some – when exactly did your server error problems start ?

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I know that KB3068708 has been producing Telemetry errors in a sfc /scannow but I don’t think these will be the same.

I’ve noticed that KB3079904 issued what may have been hurriedly on the 20th July has been causing problems for some – when exactly did your server error problems start ?

The first time I noticed the issue was on or about July 15.

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Let’s see if uninstalling that other KB has any effect.

Go Start – type installed updates and press enter.

In the top right search box type KB3068708 and when it is displayed, right click on it and select Uninstall and then see if you can update MBAM.

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Let’s see if uninstalling that other KB has any effect.

Go Start – type installed updates and press enter.

In the top right search box type KB3068708 and when it is displayed, right click on it and select Uninstall and then see if you can update MBAM.

No change.

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I was just going back through the thread and noticed you hadn’t tried NotQuite’s suggestion of running MBAM as an admin.

Being logged in as an admin isn’t the same as running a program as an admin.

Right click on MBAM and select Run as administrator – accept the UAC and then see if it will update.

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As Windows Firewall is the only security program that is active in both Safe Mode with Networking and normal mode depending upon the AV you are using, you could try adding MBAM to communicate through it, but this shouldn’t be necessary.

http://windows.microsoft.com/en-gb/windows/communicate-through-windows-firewall#1TC=windows-7

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As Windows Firewall is the only security program that is active in both Safe Mode with Networking and normal mode depending upon the AV you are using, you could try adding MBAM to communicate through it, but this shouldn’t be necessary.

http://windows.microsoft.com/en-gb/windows/communicate-through-windows-firewall#1TC=windows-7

I have the Win firewall turned off as I am using another firewall. Do you want me to turn it on?

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I was just going back through the thread and noticed you hadn’t tried NotQuite’s suggestion of running MBAM as an admin.

Being logged in as an admin isn’t the same as running a program as an admin.

Right click on MBAM and select Run as administrator – accept the UAC and then see if it will update.

Still failed

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I’d turn all firewalls off for 10 minutes to test the updates.

cheers, Paul

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I’d turn all firewalls off for 10 minutes to test the updates.

cheers, Paul

This made no difference.

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I think I’d still prefer to have Windows Firewall active – albeit modified, but you will need to turn off your other Firewall to activate Windows Firewall.

Running in Safe Mode with Networking has proven that your other firewall isn’t the cause, which just leaves Windows Firewall.

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I don’t know what else to suggest for this – perhaps Paul has some other ideas.

It’s unlikely that a sfc /scannow would snag anything related as it only affects those two servers/programs.

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I don’t know what else to suggest for this – perhaps Paul has some other ideas.

It’s unlikely that a sfc /scannow would snag anything related as it only affects those two servers/programs.

Tks for all your efforts. I learned some things from you.

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I think it’s time to break out the heavy artillery.
Install Wireshark (https://www.wireshark.org/).
Set it to capture and fire up your troublesome programs.
Turn off the capture and save the data.
Filter the data for the web sites the programs use.
Post the results.

This will allow us to check what, if anything, is happening on your network

cheers, Paul

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I think it’s time to break out the heavy artillery.
Install Wireshark (https://www.wireshark.org/).
Set it to capture and fire up your troublesome programs.
Turn off the capture and save the data.
Filter the data for the web sites the programs use.
Post the results.

This will allow us to check what, if anything, is happening on your network

cheers, Paul

Thanks so much for you help.
I have downloaded Wireshark and ran the capture while trying to manually update both MBAM and FileHippo App Manager.
I don’t know how to filter the output of the capture. I have attempted to attach the capture file to this response.

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I have attempted to attach the capture file to this response.

And failed.
Try zipping it and attaching.

cheers, Paul

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trying to attach a zip file.

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That capture shows a DNS lookup for update.filehippo.com which returns 108.168.208.207, but no traffic to that site – the capture is only 200 packets so you must have stopped the capture too soon.

Set the Capture Filter to this value: host 108.168.208.207
Turn capture on and run the filehippo update.
Post result.

cheers, Paul

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Just as a matter of interest Paul, what did you use to open that .zip ?

I have 7-Zip on mine and it couldn’t do anything with it, unless I’m using it wrong.

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Windows Explorer worked for me. Tested 7-Zip and it was OK too.

cheers, Paul

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Windows Explorer worked for me. Tested 7-Zip and it was OK too.

cheers, Paul

How do you use Default Programs to use WE as the default program to open .zips ?

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OK — attached is new capture. Ran the manual FillHippo App Manager and then MBAM. Waited 3 or 4 minutes and stopped the capture.

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The trace shows no activity to filehippo so my suspicion is that your firewall is blocking the updates.

cheers, Paul

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The trace shows no activity to filehippo so my suspicion is that your firewall is blocking the updates.

cheers, Paul

Well you are correct. It is the Win firewall. The strange thing is that I was positive that I had turn it off last week. Checked it again this morning and it was turned back on. I thought this strange so I turned it off again and both Mbam and Filehippo both worked. I rebooted the pc and the win firewall was turned back on. Any idea what could be causing this?
Thank you for your assistance.

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It still didn’t work with both firewalls disabled – wonder if it’s the router’s firewall ?

I’m not sure a power cycle of the router would reset things but a factory reset of it would and then you would need to set it up again as out of the box.

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It’s not the router because the data would show up in the Wireshark trace as outgoing with no response.

cheers, Paul

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It’s not the router because the data would show up in the Wireshark trace as outgoing with no response.

cheers, Paul

It was just a thought.

Still can’t view that .zip file and I think Windows has asked me which program I want to use ever since the last factory reset.

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It was just a thought.

Still can’t view that .zip file and I think Windows has asked me which program I want to use ever since the last factory reset.

Tom, right-click on the downloaded ZIP file then point at “Open withWindows Explorer”. There should be an “Extract all” button in Explorer’s toolbar.

Or go to “Control PanelDefault ProgramsAssociate a file type or protocol with a program”. Scroll down to .zip and change the default program to Explorer or 7-Zip (your choice).

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Thanks John but I’ve tried the Associate file before and .zip isn’t in the list and the only Explorer that is listed is IE and that just puts me into a loop and I’ve dumped 7-Zip.

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Thanks for the link Paul – didn’t see your post.

Had to go into Windows to select explorer but when I tried that I got a bouncing busy next to a cursor and had to reboot to get out of it.

I’m going to have to go out shortly so will have a look at it later.

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Seems to be the standard mechanism for restoring open zip settings.
http://www.bitser.org/restore-zip-file-association-to-windows-default.shtm

cheers, Paul

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You should always have a firewall on, Windows or 3rd party. Just set an exception for the programs you need.

cheers, Paul

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You should always have a firewall on, Windows or 3rd party. Just set an exception for the programs you need.

cheers, Paul

I reinstalled the 3rd party firewall that I understand leaving Windows turned off. Besides hobbling Mbam and Filehippo, any program that needed to be updated directly from the internet was being blocked also.

The real mystery is why did this start happening on or about July 15. I think that Zudo15 might be on to something with the idea that a Win update set this off.

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It’s Sudo15

Check View update history to see which ones were installed on or about the 15th – I have 6 for that date in Win 7 and then uninstall one at a time and check to see if either program will update.

Have they returned to being blocked since reinstalling the 3rd party firewall ?

Is Windows Firewall now disabled since you reinstalled the 3rd party one ?

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It’s Sudo15

Check View update history to see which ones were installed on or about the 15th – I have 6 for that date in Win 7 and then uninstall one at a time and check to see if either program will update.

Have they returned to being blocked since reinstalling the 3rd party firewall ?

Is Windows Firewall now disabled since you reinstalled the 3rd party one ?

2 updates on 16th — 27 on 17th
Everything is working fine with Win firewall turned off. Even downloaded apps where you get a “launcher” exe and then everything updates from the internet.
Windows Firewall is turned off. I did that in the local security policy since a reboot was turning it back on. Then I reinstalled my 3rd party firewall.
Everything is good.

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It’s quite possible that for some reason your 3rd party firewall was no longer disabling Windows firewall which would cause a conflict, but normally that would knock out all Internet connectivity and not be selective as it has been.

At least if it happens again, you’ll know where to look

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