MWB fails to start-unable to connect to service

[Ricksintuc]

I believe you have a previous post but it keeps disappearing from the activity list?

This error occurred after I did you recent upgrade.

mb-check-results.zip

[lovebeingagrand]

I did the latest upgrade from my MWB icon on desktop tray on Sunday night.  Then it said could not connect.  Cannot get support to respond.  Is this happening to everyone who updated?  What is the fix?  

 

[nikhils]

Hello @lovebeingagrand

Can you please send us the following logs:

Addition.txt, FRST.txt and MB-Check-results.zip based on the following forum post:

 

[SeattleJen42]

I have had this error too since the day of the upgrade.  Periodically I have downloaded the most recent update.  I am a lifetime member and should have been more diligent in trying to get it to work.  After today's headlines, I'm diligent.  Thanks. Here are the files you asked lovebeingagrand to send you. 

mb-check-results.zip

FRST.txt

Addition.txt

[nikhils]

Hello @SeattleJen42

Lets try this:

1. Download the latest MB 3 installer from : https://downloads.malwarebytes.org/file/mb3
2. Run the installer on top of your existing product. (Note you don't have to uninstall anything, just run the installer again)
3. After the install your issue should be fixed .

Also you have the compatibility mode turned on for MBAM.exe in the XP SP3 mode.Please remove that compatibility settings else your product will show Anti-Ransomware as Unavailable.

Thank you.

[SeattleJen42]

Darn it.  I did run the install (like I did back in December, this issue happened the night of the update...), but I'm still getting 'Unable to connect the Service' (I thought it used to say 'Unable to connect TO service'.  Could you direct me more specifically on the compatibility settings?  I right clicked on the program in the Malwarebytes file and then 'properties'.  I then went to compatibility and unclicked the box (I was so excited!) for 'run the program in compatibility mode'.  But nope, it's the same error. 

Thank you so much for your quick response.  Getting a response, I at least have hope now. I'll even buy another membership, I just want the program to work again). 

Edited June 27, 2017 by SeattleJen42

[nikhils]

Hello @SeattleJen42

What you described is correct in terms of removing the compatibility file settings for MB 3.x

Problem is if you run MB 3.x product in the Compatibility mode for XP your UI will show Ransomware protection as unavailable.

For your "Unable to connect" error lets try and get a clean install using  the MB-Clean tool 

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  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.

Let us know if that fixed the issue.

[SeattleJen42]

Something's different. All the other times I ran the clean - it never prompted me to download MB 3.  This time it did - but it errored out and then a pop up screen 'please look for file and attach to service request'.  So here's the file.

I replied before .. maybe you're deleting unnecessary posts (cool w/me) I had asked if there's other areas I need to go for compatibility issues?  Sorry you have to be so specific w/me.  I was actually thinking of buying a new computer (it's about time anyway) so I can get this program to work again.  So a real 'thank you' for the help.

mb-clean-results.txt

[nikhils]

Can you try running the installer from : https://downloads.malwarebytes.org/file/mb3 and let me know what happens?

[SeattleJen42]

It installs quickly and completely.  I go to the desktop, double click and instantly get 'Unable to Connect the Service' with that annoying error beep.  Same things happens when I do it from the Malewarebytes file location.  I've tried to run it as administrator - same issue.. 

Can we talk about compatibility more?  When I right-click on the icon, then properties, then compatibility - there are no boxes checked.  The box that could be checked would be 'run this program in compatibility mode for (drop down box).  It is unchecked.

 

[nikhils]

For the " When I right-click on the icon, then properties, then compatibility - there are no boxes checked.  The box that could be checked would be 'run this program in compatibility mode for (drop down box).  It is unchecked."

Under compatibility mode , click on the "Change settings for all users" option and make sure that "Run this program in compatability" mode is checked off for all users.

[SeattleJen42]

All boxes unchecked.  Trust me, I want it to work and I'm open to any and all suggestions.  Thank you for working with me.  Are there any other logs or information I can get you that might help narrow it down and help fix the problem?  Sigh.

Edited June 28, 2017 by SeattleJen42

[Ricksintuc]

The post from nikhils worked for me.  thanks.

[nikhils]

Hello @SeattleJen42

Can you please run the MB-Check tool again and send me the mb-check-result.zip file: https://downloads.malwarebytes.com/file/mb3_check

The previous log you sent me looks incomplete and does not contain the MBAMSERVICE log files.

Also now that you have reinstalled the product your mb-check results should include those logs.

Thank you.

[Telos]

@SeattleJen42 The logs you posted do not show any security products on board. Is MBAM your only protection? No other A/V products?

[SeattleJen42]

I'm glad that my problem helped Ricksintuc.    Here's the new zip of mb-check.  I've been running Windows Defender and I 100% know I need Malewarebytes working again. 

The mb-check said 'finished' and give file to support.  I hope it's complete. 

Thank you again.

mb-check-results.zip