Chrisso Posted June 6, 2017 ID:1133424 Share Posted June 6, 2017 Ok so I follow the prompts to install a new version of Malwarebytes. It downloads ok and prompts me to restart my computer which I do. Now the program will not open and I get an "unable to connect service" message. I'm sitting here now with no protection. Link to post Share on other sites More sharing options...
Chrisso Posted June 6, 2017 Author ID:1133431 Share Posted June 6, 2017 I'm checking for replies every 5 mins .. half an hour so far and nothing. Link to post Share on other sites More sharing options...
Chrisso Posted June 6, 2017 Author ID:1133440 Share Posted June 6, 2017 An hour has gone by now and still nothing. This is the second serious incident I have had with Malwarebytes within the space of a month and I haven't had the program much longer than that. The first one involved me having no web protection and an inability to scan. This one is even worse as there is no protection now at all. Link to post Share on other sites More sharing options...
TempLost Posted June 6, 2017 ID:1133448 Share Posted June 6, 2017 Chrisso, Remember that those who offer support on this forum are a mixture of Malwarebytes staff and volunteers. Also, your time zone may differ from that of the bulk of support staff. To ensure that you get the best help possible, follow the guidelines in the post below and post the logs requested - otherwise it will be difficult for experts to help you. I don't have the expertise to resolve your problems - if you follow the guidelines below you will get help from an expert. If you have the Premium version of the software, you also have the option of raising a support request directly. Link to post Share on other sites More sharing options...
Chrisso Posted June 6, 2017 Author ID:1133451 Share Posted June 6, 2017 (edited) Ok, thanks for the advice. No disrespect to the volunteers! I've attached the files. FRST.txt MB-CheckResults.txt Addition.txt I do have the premium version but how I would go about raising a support request directly I have no idea. As far as the time zones go, customers use Malwarebytes from all over the world and there should be support staff available around the clock for serious issues such as this. Edited June 6, 2017 by Chrisso extra info Link to post Share on other sites More sharing options...
rikkdc Posted June 6, 2017 ID:1133455 Share Posted June 6, 2017 Hello! Me too (on the Update/No-Connection front) I have MB Premium running on a laptop that did a successful scheduled auto full scan at 8:15pm ET on Tues 170605. After 0100ET, Weds 170606, I responded to an Update prompt. Since the Update and restart, I have been unable to open my MB app. I'm one of those that get : "Unable to start; unable to connect the Service " My rig: ASUS R503U running Windows 8.1 AMD E2-1800 APU w/Radeen(tm) HD RAM - 2.00 GB (1.59 GB usable) 64-bit OS, x64-based processor mb-check-results.zip FRST.txt Addition.txt Link to post Share on other sites More sharing options...
missymoo Posted June 6, 2017 ID:1133462 Share Posted June 6, 2017 I am having the exact same problem with the same message, have contacted support via email so hope for a response today some time. Link to post Share on other sites More sharing options...
Porthos Posted June 6, 2017 ID:1133472 Share Posted June 6, 2017 (edited) @Chrisso Like was mentioned before we are spread around but many of are in the US and sleeping when you posted. Let's get you up to the newest released version. We are now on 3.1.2. I like to advise to start fresh but here is a link to the current install https://downloads.malwarebytes.com/file/mb3 Go ahead and install over the top of your current install. If you have any issues or like a CLEAN start follow the below instructions. ** Download MB-Clean Here ** How to use it? Download the latest version of MB-Clean by clicking the link above Close all open applications Double-click and run mb-clean.exe A prompt with an option to clean up the system will appear: Yes - will proceed with backing up the license key (Malwarebytes 3.x only) and initiating the cleanup process No - will exit the utility Once the cleanup process is completed, a prompt will appear: Yes – will proceed and post reboot you will be prompted to continue with the downloading, installation and activation of latest version of Malwarebytes 3.x No – will exit the utility and you will not be prompted (post reboot) to download, reinstall and re-activate (not recommended) We recommend rebooting immediately. Additionally, stopping at this step is not recommended and will most likely not resolve your issue(s). Upon reboot, a prompt will appear: Yes - will download, install and activate the latest version of Malwarebytes 3.x No - will exit the utility and the cleanup process is complete Choose this option if you do not want to download, install and activate the latest version of Malwarebytes 3.x A log file ("mb-clean-results.txt") will be on your desktop Edited June 6, 2017 by Porthos Link to post Share on other sites More sharing options...
Chrisso Posted June 6, 2017 Author ID:1133494 Share Posted June 6, 2017 Thanks Porthos. I installed over the top of it and now it's working fine. Link to post Share on other sites More sharing options...
Porthos Posted June 6, 2017 ID:1133496 Share Posted June 6, 2017 2 minutes ago, Chrisso said: Thanks Porthos. I installed over the top of it and now it's working fine. Thanks for the update. Link to post Share on other sites More sharing options...
missymoo Posted June 6, 2017 ID:1133507 Share Posted June 6, 2017 34 minutes ago, Porthos said: Thanks for the update. Just did the same and mine is working now too. Great thanks Link to post Share on other sites More sharing options...
Porthos Posted June 6, 2017 ID:1133510 Share Posted June 6, 2017 23 minutes ago, missymoo said: Just did the same and mine is working now too. Great thanks You are also welcome. Link to post Share on other sites More sharing options...
rikkdc Posted June 6, 2017 ID:1133534 Share Posted June 6, 2017 rikkdc here again. I'll join the chorus of Thanks for the assistance. I tried installing "on top" of previous copy but no success. I then tried the MB-Clean version and this worked out fine! Functionality restored, however lost my Premium status. I had to purchase another, fresh, 2yr license for this device. I hope that I don't continue to be billed every other year for that other "lost" subscription. And that's on THIS device. I hope that I don't run into any conflict on another PC I have running another account. I think I'll refrain from Updating that one. Nevertheless, I am super keen on MalwareBytes and despite the problems encountered with this particular Upgrade, I think the world of their product and service. Link to post Share on other sites More sharing options...
Firefox Posted June 6, 2017 ID:1133536 Share Posted June 6, 2017 3 minutes ago, rikkdc said: Functionality restored, however lost my Premium status. I had to purchase another, fresh, 2yr license for this device. I hope that I don't continue to be billed every other year for that other "lost" subscription. Assuming you bought Malwarebytes from the main site, you can always get help for your Premium License from cleverbridge... You should contact cleverbridge..... If you lost your ID and License Key then send an email to: cs@cleverbridge.com cs@cleverbridge.com Phone: +1-866-522-6855 Monday - Friday: 8:00 AM - 8:00 PM (CST) Also, you can use the Malwarebytes Help Center HERE. When you get the email Print it out You may also try and look up your product info by using your registered email address HERE or HERE If you need anything else, don’t hesitate to post. Thanks Link to post Share on other sites More sharing options...
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