Author: Bob Lin

Situation; The client has Malwarebytes cloud version. One of users has a problem to run Malwarebytes. When she tries, Malwarebyets doesn’t do anything and no error message.

Troubleshooting: We find the Malwarebytes agent is not running. If we try to restart it, we get this message:

If we uninstall MalwareBytes agent, we get this error:

Resolution: Download and run the Malwarebytes Support Tool. Quoted from Malwarebytes:

1. Download the document attachment, Malwarebytes Support Tool Command Line version mbstcmd-1.0.2.34.exe, and save it to the desktop.
2. Open Command Prompt as an administrator.
3. In the command window, type in cd C:\Users\(name of username)\desktop or cd %userprofile%\desktop to navigate to the desktop.
   
4. If you want to run the Malwarebytes Support Tool and allow it to reboot, enter the command mbstcmd-1.0.2.34.exe /y /cleanup.
   

Command line switches

Here is a list of switches you can use to execute the Malwarebytes Support Tool:

• /y
  • Accepts the EULA. Without this command you will not be able to run the tool.
• /cleanup
  • Uninstalls all versions of Malwarebytes products it finds on the machine.
  • Does not reinstall or reactivate the Malwarebytes installation.
  • Generates output (mbst-clean-results.txt) to the directory where the Support Tool was run from.
  • Forces a reboot to perform post-reboot cleanup.
• /noreboot
  • Prevents the forced reboot flag after cleanup.

Situation: The user receive receive this message when running Outlook 2016: Your computer’s Trusted Platform Module has malfunctioned. If this error persists, contact your system administrator with the error code 80090030.

Resolution 1: Modify registry

1. Close Outlook.

2. Type Regedit in Windows search box to open it.

3. Go to HKEY_CURRENT_USER\Software\Microsoft\Office\16.0\Common\Identity, find or create REG_DWORD and set the “EnableADAL” value to 0.

4. Restart computer

5. log out Outlook and log back in.

Resolution 2: Run repair Office online by going to Control Panel>Programs and Features. Right click on Office 365 and then change. 

Resolution 3: If it is Outlook issue, try to reset email profile. 

Resolution 4: Reset Office credentials from Credential Manager

1. In the Search bar and type in ‘credential manager. ‘ Press the Enter key.

2. Select Windows Credentials and scroll down to your Microsoft office account credentials.

3. Select your Teams login information and click on the Remove button

Situation: After the user makes some changes on Cache Exchange Mode, he can’t send emails. He can’t any sent emails in the Sent Items folder and Outbox folder.

Troubleshooting: We find the problem is Cache Exchange Mode settings. Unecheck Use Cache Exchange Mode if it is cheeked. Or check it if is unchecked. Remember to restart the Outlook.

Situation: The use can’t search more than 6 months in his Outlook 2016.

Troubleshooting: 1. Make sure the Cache Exchange Mode is set to the years you want to search. To do that, go to File>Account Settings. Highlight the email account and click change.

2. It could be the computer problem. To test it, login office.com to do the same search. If you can search on office.com but Outlook. Try to repair Microsoft Office first.

3. It also could be the computer is old and slow. try another computer for a test.

Situation: The user has Outlook 2016. He never gets Notification when receiving a new email.

Resolution: 1. Modify the Action Center

• In the Action Center (in the bottom right corner, next to your time) click on All Settings. Or open it from the Settings.
• Click on: System.
• From the panel on the left select: Notifications & Actions.
• In the “Get notifications from these senders” section at the bottom, click on Outlook.
  • If Outlook isn’t listed, you haven’t received a new message yet so Outlook isn’t registered yet as an app that receives notifications. Simply send yourself a test message in that case and reopen the Settings app.
  • Also note that you must be using Outlook 2013 or Outlook 2016 as Outlook 2010 and previous have their own notifications which do not integrates with Windows 10.
• Make sure that you have enabled all notification options.
• Close Settings.

Default Notification Settings for Outlook 2016 on Windows 10.

2. Configure Outlook to display a Desktop Alert.

• Go to File-> Options-> Mail
• Scroll down to the section: Message arrival
• Enable the option: Display a Desktop Alert

Make sure that Display a Desktop Alert is enabled in Outlook as well.

Situation: When using Remote Desktop on Windows 10 to access another computer in the office, the user receive this message: We couldn’t connect to the remote PC. Make sure the PC is turned on and connected to the network, and that remote access id enabled. Error code: 0x204

Troubleshooting: 1. Make sure not Windows update hold in the Remote Computer. If so, please install and restart it.

2. Make sure the Remote Desktop is enabled on the remote computer.

3. Make sure the forewall doesn’t block the RDP port 3389.

Situation: The user WFH uses Remote Desktop over VPN. Now, she get error code 104.

Troubleshooting: 1. It could be the DNS issue. Try to access the remote desktop using IP address or FQND instead of computer name. You may want to clear DNS cash using ipconfig reflushdns. Also setup WINS service many help the name resolution.

2. Make sure Network Discovery is on.

Network Discovery is an option using which you can determine whether your system can see/scan other systems on the network or not. You have to make sure this option is turned on to establish an RDP connection. Here’s how to do it:

• Open Control Panel.
• Go to Network and Internet > Network and Sharing Center.
• On the left-hand side, click on ‘Change advanced sharing settings’.
• Expand the network profile that you are currently using and select ‘Turn on network discovery’.Turning on Network Discovery
• Click Save Changes.

3. Make sure the port RDP 3389 is open. you can use telnet to test it. Also check the firewall and make sure it doesn’t block the port.

Situation: The user is at home and uses Remote Desktop over VPN. On his home computer, he is not able to connect to store.office.com. He receives a message “The connection was reset”.

Troubleshooting: In most cases, the company firewall and VPN blocks some websites. Close and VPN ad try it.

Situation: We are running Adobe Acrobat 9 on Windows 10. When printing a word document to PDF, we get this is the log popup:

%%[ ProductName: Distiller ]%%

Calibri-Bold not found, using Courier.

%%[ Error: invalidfont; OffendingCommand: xshow ]%%

%%[ Flushing: rest of job (to end-of-file) will be ignored ]%%

%%[ Warning: PostScript error. No PDF file produced. ] %%

Troubleshooting: 1. This could be font issue. Go to “Devices and Printers”. Right click on Adobe PDF printer. Choose printer preferences from Adobe PDF settings tab.

Uncheck “Rely on system fonts; do not use documents fonts”

2. Restore the Adobe Acrobat.

Situation: The client has a problem with Mitel routing call. When someone calls her the office number, it rings her home phone. It gets half way through the message where it announces the phone number then it hangs up and sends the caller to voicemail.

Troubleshooting: Make sure Activation under Routing>Phones is using Accept call by answering instead of Accept call by pressing “1”.

Also make sue Availability Status is no out of the office or Meeting.