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Lambda

ANSWERED [ RESOLVED ] MalwareBytes Error: 'Unable to connect to service'

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Hi,

whenever I want to open Malwarebytes, it gives me the "Unable to connect to service" error. Already tried un- and reinstalling the program, but I'm still getting the same error. I've even used the mb-cleanup program and it didn't work either. I downloaded and ran the mb-check program which created a zip-file, which I'll attach in this post.

Hoping to get this issue resolved

Sincerely 

Lambda

EDIT: added FRST and Addition.txt files 

mb-check-results.zip

mb-clean-results.txt

Addition_22-02-2018 13.49.55.txt

FRST_22-02-2018 13.49.55.txt

Edited by Lambda

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

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.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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4 minutes ago, Lambda said:

Hoping to get this issue resolved

Could you also get the FRST logs from the automated reply. 

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Just now, Porthos said:

Could you also get the FRST logs from the automated reply. 

done

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6 minutes ago, Lambda said:

done

Could you try to boot to "Safe Mode with Networking" for me, try to install Malwarebytes (should have better luck), turn on Rootkit scanning and perform a scan.

Boot to Safe Mode with Networking    

https://downloads.malwarebytes.com/file/mb3  please use this to attempt the install. Report back. 

SanWithRootkitsenabled.png.60bfc73e4c47ba0d3cc07f904775a958.png

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14 minutes ago, Porthos said:

Could you try to boot to "Safe Mode with Networking" for me, try to install Malwarebytes (should have better luck), turn on Rootkit scanning and perform a scan.

Boot to Safe Mode with Networking    

https://downloads.malwarebytes.com/file/mb3  please use this to attempt the install. Report back. 

SanWithRootkitsenabled.png.60bfc73e4c47ba0d3cc07f904775a958.png

I'm in Safe Mode With Networking right now, and I'm still getting the same error message after reinstalling and opening Malwarebytes ...

image.thumb.png.08a55735796c84c0b5d471eada83ff8b.png

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Let's try this please:

  1. Press Windows Key + R to open the run dialog
  2. In the box that  comes up, type services.msc and click OK
  3. In the list, find Windows Management Instrumentation, and double click it
  4. Change startup type to Automatic
  5. Reboot
  6. See if you can open Malwarebytes

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1 minute ago, dcollins said:

Let's try this please:

  1. Press Windows Key + R to open the run dialog
  2. In the box that  comes up, type services.msc and click OK
  3. In the list, find Windows Management Instrumentation, and double click it
  4. Change startup type to Automatic
  5. Reboot
  6. See if you can open Malwarebytes

Ohh I guess that worked ... didn't even have to reboot Windows, Malwarebytes is working now!

Thanks a bunch!

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