MBAM 3.1.2.1733 Won't Open At Times

[pmcjr]

Version 3.1.1.1733

Update Package 1.0.2115

Component Package 1.0.122

Win 7x64

I only notice this problem in the evenings...when I click on the MBAM icon to open the program, it won't open unless I restart the computer.  If I didn't restart, I don't know if the program would run the scheduled 6:30AM scan or not.  I guess I should try that.  The computer is put to sleep at night.  I do not turn it off.

[Firefox]

You have a slightly outdated version... you can either download the installer from the main site, or simply follow the instructions below to get a clean re-install of the new version.

Let's try this first.... (Malwarebytes clean removal tool will backup your license information and then re-enter the license to the new install)

1. Please follow the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - Malwarebytes mb-clean tool (NOTE: After uninstalling with the mb-claen tool you will be asked to reboot. Once you reboot it will ask you if you want to re-install Malwarebytes, you can select YES (it will download the latest version) or you can download the latest version manually (currently v3.1.2.1733 ) to re-install from HERE)
2. If that does not correct the issue, then please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: mb-check-results.zip, FRST.txt, Addition.txt)
3. NOTE: More info about the latest Malwarebytes 3.1.2 HERE; MB 3 User Guide ONLINE; MB 3 User Guide PDF; MB 3 FAQ: Malwarebytes 3.0 - Frequently Asked Questions
   

Please let us know how it goes.

Thank You,

Firefox

[pmcjr]

Firefox....thank you for the reply.  I knew I was slightly out of date, but I was waiting for the automatic update to install it.  First, I installed the latest version of top of .122 but got the error message unable to connect or something like that.  Why wouldn't that work?  Isn't that what auto updates do? I took a leap of faith and ran the uninstall and then the latest version install.  I'm now up to date from .122 to .141.  When was the auto update going to happen?  I hate to run the uninstall because you lose your settings and scan schedule.  You might want to alert people to this so they can make a note of their settings if necessary.  I won't know if .141 fixes the problem you responded to until it does or does not happen again.  

Regards.

[Firefox]

Yeah that is the catch 22 of the re-install and running the clean up tool.  It has been requested in the past that we have a way to export our settings before the uninstall.  However that can present other issues as well.  What if the issue was with some settings that were made by the user.  If we allow the settings to be exported and then re-imported the issue would reappear.

As of when the update would have happened its hard to say, those updates are metered and you would have eventually been updated.  CU updates happen automatically and silently in the background so you would not have known or been notified.

[nikhils]

Hello @pmcjr

The upgrades are metered out from our end . That is the reason why not everybody gets upgraded at the same time.

Also I would suggest in the future if you want to save settings then you don't need to actually uninstall.

You can just run the latest installer over the top of the existing product version and that will not make you lose your settings.

After the upgrade now , are you still experiencing issues?

Thank you.

[pmcjr]

4 minutes ago, nikhils said:

Hello @pmcjr

The upgrades are metered out from our end . That is the reason why not everybody gets upgraded at the same time.

Also I would suggest in the future if you want to save settings then you don't need to actually uninstall.

You can just run the latest installer over the top of the existing product version and that will not make you lose your settings.

After the upgrade now , are you still experiencing issues?

Thank you.

Nikhils...I've installed the latest version on top of the existing version before.  In fact, I did that first this morning.  Today, I got the popup error "unable to connect" or words to that effect.  That has happened before.  If I remember correctly, I just ran the installer again and it worked.  Today, I couldn't remember if I should run the installer again on top of whatever was there at that point or just do a computer restart.  So, I ran the MBAM Clean tool per Firefox's instructions.  If you do install on top of your current version and you get the popup error, what is the solution?  Install again or computer restart? I'd rather do an install on top  instead of Clean and losing settings and exclusions.

[BillH99999]

I too would like to know the answer to this.  As I have reported in several other posts, I always get the unable to connect service message after installing a new version over an old version.  This started for me with 3.1.0... I never had problems with any of the 3.x betas.  I have sent all the logs and things requested but no one has been able to fix the problem yet.  I too would really like to be able to save at least the scan schedules and the exclusion lists.  You wouldn't think reapplying those to a new version would cause any problems.

Thanks
Bill

Edited June 9, 2017 by BillH99999

[nikhils]

Hello @pmcjr

If you get the unable to connect to service, the first thing I would suggest is right click on the Malwarebytes icon in the system tray and select "Quit malwarebytes"

Wait for a few minutes and then double click on the Malwarebytes desktop shortcut icon to launch MB 3.x again.

Hopefully that should solve the issue.

[BillH99999]

@nikhils

Sorry to hijack this post as I have been communicating with dcollins on my issue in another post.  This will be my last message in this post.

This doesn't work for me.  Even uninstalling MB doesn't work for me.  I have to run mb-clean and then install the new version.  Or, as I learned with 1.0.141, just wait for it to auto update and then I don't get the error... I only get it when I install over an old version.

Thanks,
Bill

[pmcjr]

1 hour ago, BillH99999 said:

@nikhils

Sorry to hijack this post as I have been communicating with dcollins on my issue in another post.  This will be my last message in this post.

This doesn't work for me.  Even uninstalling MB doesn't work for me.  I have to run mb-clean and then install the new version.  Or, as I learned with 1.0.141, just wait for it to auto update and then I don't get the error... I only get it when I install over an old version.

Thanks,
Bill

Firefox and nikhils....I agree with BillH99999 that we need to get at least  two definitive answers here.  1) why does this happen when you manually install an update over your existing version?  This is what an automatic update does and you don't get this popup error "unable to connect".  You just launch MBAM one day and it's been updated.   2) If you do a manual update and get the error popup, what is the approved solution to fix it, eg, just reinstall the update, restart your computer or quit MBAM from the system tray?  If I remember correctly, just reinstalling the update fixed it for me before.  Although I didn't do that today and went the Clean tool route and lost my settings and exclusions

Having to do the MBAM clean tool and then losing all your settings and exclusions does not seem like a preferred method just to update to a new version.  There was another post recentlly on this error "unable to connect" popup, but I can't find it.  I think someone on staff gave an answer.

Thank you.