cant connect the service

[sv650]

Hello,

updated to MB 3 and since that when i start pc a window appears " cant connect the service".

MB does not start.

When i restart the machine 1x, 2x sometimes 3x MB will work and then after few minutes another window is coming

"real time protection is turned off".

Does anyone have solutions?

Best regards from austria

[Ried]

Hello sv650 and welcome to Malwarebytes.

What version of Windows is this machine, and what Antivirus do you have installed?

[sv650]

Hello Ried,

Windows 10 Pro Vers 1607 Build 14393

AV: F Secure

 

[Ried]

Please add these files to your F-Secure Anti-Virus exclusions list

 C:\Program Files\Malwarebytes\Anti-Malware\MbamPt.exe
 C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe
 C:\Program Files\Malwarebytes\Anti-Malware\assistant.exe
 C:\Program Files\Malwarebytes\Anti-Malware\MBAMWsc.exe
 C:\Program Files\Malwarebytes\Anti-Malware\mbamtray.exe
 C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe

 Restart the computer and let me know how if it's any better

[sv650]

Hello Ried,

first of all thanks for your support and attention.

I did like you have written and

a., when i reboot windows it works

b., after shut down and start the machine it does not work and window appears "cant connect the service"

[Ried]

You're welcome.

Okay, what may be happening is F-Secure and Malwarebytes fighting at boot up and it's slowing Malwarebytes too much.  Let's try delaying Malwarebytes startup for a bit and see if that helps.

Open Malwarebytes and click Settings > Protection and scroll down to Startup Options

Under the 'Delay Real Time Protection when Malwarebytes starts', slide the toggle button to 'On' and delay it for 15 seconds.

Shut down, then boot it back up. Did that help?

[sv650]

No this did not help

[Ried]

Try extending it further. Set the Delay to 90 seconds

[sv650]

Hello,

i have just seen another problem:

when i slide the button  <Delay Real Time Protection when Malwarebytes starts> to <On>

and change tab or close settings and open it again the button is back to <off>

[Ried]

Good of you to notice and we need to figure out why that change is not sticking.

STEP 1:

Please zip and attach the following folder in your next reply:

 c:\ProgramData\Malwarebytes\MBAMService\config

Right click the config folder and select 'Send To' > Compressed (zipped) file

In order to locate the file, you'll need to be able to see hidden folders. To do that, on your keyboard, press the Windows logo key and the letter E to open Windows Explorer.

In the menu across the top of that window, click View tab
 (If you don't see a menu, press the Alt key on your keyboard and it will appear)

Place a check in the boxes next to these 2:
 'Hidden Items'
 'File name extensions'

STEP 2:

Open Malwarebytes and click Settings > Application tab.

Scroll down to 'Event Log Data' and slide the toggle switch to 'On'

Now try again to change the Delay Real Time Protection when Malwarebytes starts> to <On>

Open another tab in the window, then come back to the Application tab. Is it off again? If so, please send me the MBAMService.log located in the following folder:
c:\ProgramData\Malwarebytes\MBAMService\logs

Many thanks for your time.

 

[sv650]

Hello,

so, back from work and did all what you have written.

I thank you also for your time.

I hope i did everything correct.

config.zip

MBAMSERVICE.LOG

[sv650]

Hello Ried,

i installed patch from dec 19th to MB 3.0.5. then i excluded files above from F Secure AV.

Since then MB works fine and no problems respectively no error message anymore.

Thanks a lot

Best wishes from sunny austria

[Telos]

F-Secure user here... Just enter the Malwarebytes folder as a "virus protection" exclusion. No need to delay MBAM.

v3.0.5, Win8.1-64