unable to start

[redcotton]

I use premium version.  One day I saw a notification telling me to update to a new version.  I did.  And from there on, I couldn't open it and kept receiving the "unable to start - unable to connect to service".  My laptop has now left without any protection for days.

 

mb-check-results.zip

FRST.txt

Addition.txt

[1PW]

Hello @redcotton and

Thank you for the attached data logs.  Let's see if a clean install will resolve the system's issue:

1. Please follow the steps in the locked/pinned topic to uninstall the remnants of MB3 and reinstall the latest build: MB-Clean Tool (NOTE: After uninstalling with the MB-Clean tool, you will be asked to reboot.  Once restarted, the tool will ask you if you want to re-install Malwarebytes, you can select YES (it will download the MB3 release version) or you can download the MB3 release version manually (currently v3.1.2.1733-1.0.160-1.0.2251) to re-install from HERE). ).

2. Only if that does not correct the system's issue, then please read the following and only separately attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: mb-check-results.zip, FRST.txt, and Addition.txt).

Please reply with your progress.  Thank you.

Edited July 7, 2017 by 1PW

[dcollins]

Before you do a clean install, can you please grab another set of logs for us?

1. Press Windows Key + R to bring up the run dialog
2. In the dialog, type %temp% and click Ok
3. In here, find all the files that start with the name Setup Log and copy them to a folder on your desktop
4. Right click the folder you copied the files to and choose Send to -> Compressed (Zipped) folder
5. This should create a zip file of those files
6. Now navigate to C:\ProgramData\Malwarebytes\MBAMService
   • The ProgramData folder may be hidden. If so, you will need  to type the path manually or turn on showing hidden files/folders
7. Right click the logs folder and choose Send to -> Compressed (Zipped) folder
8. This should create another zip file on your desktop
9. Please upload both zip files in your reply