New install - 'Unable to start - Cannot connect the Service'

[jdmend]

I have just now installed the full registered (paid for) version of Malwarebytes. I have not even started when I get the message 'Unable to start - Cannot connect the Service'

What do I do? I have tried uninstalling, rebooting and reinstalling -- and this did not work.

I only now downloaded the file, so this is the most recent / most up to date version of the software.

Please help.

[Malwarebytes]

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[jdmend]

Please find my MB-CHECK zip file attached

mb-check-results.zip

[vbarytskyy]

I see you are running Malwarebytes in compatibility mode--

1. Go to the folder C:\Program Files\Malwarebytes\Anti-Malware\
2. Find the file mbam.exe and right click on it and choose Properties
3. In the window that pops up click on Compatibility Tab
4. Remove any changes there that don't match my picture below and click OK
5. Now repeat the steps for file MBAMService.exe
6. Once both files have been checked, reboot the machine and report back

[jdmend]

Hi Vlad,

Tried both of the setting changes you suggested - and nothing has changed. Still getting the " Unable to start - Cannot connect the Service" message. The program then fails to start, as before.

I eagerly await any further advice.

Thanks

 

[dcollins]

Can you please try the following:

1. Press Windows Key + R to bring up the run dialog
2. Type cmd into the box that comes up and click Ok
3. In the black box that  comes up, type sc query winmgmt and press Enter
4. Take a screenshot of the results and post them in your reply

[jdmend]

hi dcollins,

Attached is the screen capture, as per your request

[dcollins]

Interesting, please try the steps below:

1. Press Windows Key + R to bring up the run dialog
2. Type cmd into the box that comes up and click Ok
3. In the black box that  comes up, type sc start mbamservice and press Enter
4. Take a screenshot of the results and post them in your reply

[exile360]

Just to add, if the above instructions from dcollins do not work, please try the following:

Tweaking.com Windows Repair All-in-One

• Download Tweaking.com Windows Repair from here and install it or if you would prefer, you may instead download and extract the portable version from here
• Once installed or extracted, launch Repair_Windows.exe
• Click on the Repairs - Main tab
• Click on the Open Repairs button
• Once it displays the list of repairs, click the checkbox next to All Repairs so that everything listed is UNCHECKED
• Now, click the checkbox next to Repair WMI so that it is checked
• Click on the Start Repairs button at the bottom
• Once it completes, allow it to restart your system
  

Once that's done, see if Malwarebytes now works properly.

While I realize you already verified that the WMI service is running, that doesn't necessarily mean that it is functioning properly so that could still be the cause of the issue (I've seen at least two cases so far where that turned out to be the issue and the above instructions corrected it).

[jdmend]

[jdmend]

The Tweaking.com WMI repair never started

Now trying in SAFE MODE

[jdmend]

Unfortunately, the above did not work:

 

 

[exile360]

Is there any chance this system might be or might have been recently infected?  The reason I ask is because it's pretty odd for that tool to fail, but if there were an infection blocking these tools from working that could explain it.

To check, please download and run Malwarebytes Anti-Rootkit BETA from here.  Allow it to scan the system and have it remove any threats it detects and reboot the system if necessary to complete the removal process.  If it doesn't work in normal mode you may run it in Safe Mode with Networking (so that it can update its definitions).

If any threats are removed, go ahead and try the WMI repair again and then if that works, try Malwarebytes again.

[dcollins]

To clarify, the issue here doesn't seem to be related to WMI, but the fact that the installer is not able to install the service and gets access denied during the install. Can you please try running the installer in Safe Mode?

Edited March 20, 2018 by dcollins