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Unable to Connect to Service

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Hi @normal!! 

Sorry you are having issues with our product. I moved your reply to it's own topic to ensure it gets the proper dedicated attention.

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    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
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    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, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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

One of our experts will be able to assist you shortly.

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Thanks Alex. I also noticed my computer hd usage light was on full blast for the last day. Before I read your response, I just deleted mbam and the hd light has gone off now. I will re-install mbam (full) and see how that goes and let you know. Thanks. I was having trouble getting into Chrome also (perhaps I didn't leave it long enough if the HD was in a loop. Thanks very much.

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Just now, normal said:

Hi Alex, Just re-installed and inserted licence and seems to work. Came back to Chrome, screen went totally black for about 1-2 seconds which has never happened before. Going to scan computer and see how that goes. Thanks.

So...mostly good news? Let us know how things go. I appreciate the update!!

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Hi Alex, scan worked no virurses. In summary, HD light was fully on and having trouble getting into Chrome. MB icon on task bar said real time protection was off, the other three were on. I either couldn't turn on RTP or if I could it reverted to off. Finally when I tried to open MB, the error message said cannot connect to server. Uninstalled, installed and seems to be working If nothing new here. feel free to delete the whole thread. Thanks for you help, appreciated.

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