Malwarebytes - "Unable to start" / "Unable to connect the Service"

[Guest]

Just updated MB to the latest version and I had the option to restart but I did not after the update finished. I clicked on the MB shortcut to open it up from my desktop and I started getting this message. I restarted the computer and I still get this message. Checked around and found some threads saying I could be infected so requesting help here.

Side note - I had this version before updating to the new one: mb3 consumer - 3.0.6.1469

Before setting up this thread and thinking I had a problem I deleted these two programs & files: Aimersoft helper compact 2.5.2 & Keepvid.

Logs: 

Addition.txt

FRST.txt

Edited June 14, 2017 by Guest

[Guest]

Here is the mb-check-results.zip

 

I get the same result more than once when follow the same steps. It takes about 10 seconds for the error message to pop up.

mb-check-results.zip

[Guest]

I just ran the MB-Clean tool and Malwarebytes seems to be working again.

If anyone experiences this issue try this.

Tool can be found at : https://downloads.malwarebytes.com/file/mb_clean

1. After downloading the tool run the tool.
2. Tool will automatically clean up the older 3.0.5 product and will ask you for a restart.
3. Restart your system and then the MB-Clean tool will prompt you to re-install the latest product .
4. Click on "Yes" to reinstall MB 3.×.
5. Now you will have the latest product installed.

Checked this thread: 

& the comment by @nikhils fixed the issue for me. I copy pasted nikhils instructions above for anyone looking to fix this problem.

 

Also here are my mb-clean-results.txt

mb-clean-results.txt

Edited June 14, 2017 by Guest

[Firefox]

With Malwarebytes, if it ask you to restart after an install/upgrade you should do that before trying to do anything related to Malwarebytes.

 

[BIAsysMGR]

I am having trouble with latest release installation.  After installing the newest release, I got a message "could not connect to "Your Service".

Rebooted, and tried to re-start from my Short Cut and got the same message.

 Went to my system directory and saw a "New" entry along with the existing entry.  Could not "connect to service" with either.  

I thought I had to uninstall older version, so I went and uninstalled it.  Both versions were uninstalled.

 Now, I cannot find how to reinstall.  Can anyone HELP????

 

[Telos]

@BIAsysMGR You can reinstall over your existing installation. Use the latest installer from here:

https://downloads.malwarebytes.org/file/mb3

Download and run the installer. If that doesn't help, post back here.

[Stevefranp]

My MB Prime updated on a Win 8.1 system a couple of weeks ago and every since I get the "unable to start/unable to connect the service" message.  I have used the cleaner and reinstalled MB 3.1.2.1733 and when it installs it starts and runs but if I X-it it will not restart showing the above message.  I have done this several times with the same results.

[Porthos]

@Stevefranp

Hi and Welcome,

We need to get some Diagnostic logs to see what's is going on there.

 

• Create and obtain an mb-check log
  1. Download MB-Check and save to your desktop
  2. Double-click to run MB-Check and within a few second the command window will open, then click "OK" 
  3. This will produce one log file on your desktop: mb-check-results.zip
     • Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
• Create and obtain Farbar Recovery Scan Tool (FRST) logs
  1. Download FRST and save it to your desktop
     Note: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
     • Attach both of these logs to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the files to the attachment area

 

[BlackBike]

On 6/13/2017 at 8:42 PM, NeedHelpMB said:

I just ran the MB-Clean tool and Malwarebytes seems to be working again.

If anyone experiences this issue try this.

Tool can be found at : https://downloads.malwarebytes.com/file/mb_clean

1. After downloading the tool run the tool.
2. Tool will automatically clean up the older 3.0.5 product and will ask you for a restart.
3. Restart your system and then the MB-Clean tool will prompt you to re-install the latest product .
4. Click on "Yes" to reinstall MB 3.×.
5. Now you will have the latest product installed.

Checked this thread: 

& the comment by @nikhils fixed the issue for me. I copy pasted nikhils instructions above for anyone looking to fix this problem.

 

Also here are my mb-clean-results.txt

mb-clean-results.txt

This approach worked for me.  Before I used MB-Clean Tool, I had to go to my local computer services (services.msc) and restart the running Malwarebytes service to get the program to open.  Don't want to be overly optimistic, but after running the tool (which added my account info for me) and restarting the computer, Malwarebytes now opens up just fine.  Thank you NeedHelpMB for the post.