Unable to connect to MBAM Servce

[hammondd]

I downloaded and installed the new version of MBAM this morning. The install crashed before finishing and now I cannot open any of the older versions of MBAM, even those with restore points. When I tried to open again it just tells me that Malwarebytes has stopped working with the following details. I am a premium user and have no way to uninstall and reinstall barbecue I do not have my keys.

 

Problem signature:
  Problem Event Name:    APPCRASH
  Application Name:    mbam.exe
  Application Version:    3.0.0.1429
  Application Timestamp:    5ab557c4
  Fault Module Name:    Qt5Core.dll
  Fault Module Version:    5.6.3.0
  Fault Module Timestamp:    5a61293e
  Exception Code:    c0000005
  Exception Offset:    001aa816
  OS Version:    6.1.7601.2.1.0.256.48
  Locale ID:    1033
  Additional Information 1:    0a9e
  Additional Information 2:    0a9e372d3b4ad19135b953a78882e789
  Additional Information 3:    0a9e
  Additional Information 4:    0a9e372d3b4ad19135b953a78882e789

 

[Malwarebytes]

***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
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• Cancellations
• Update Billing Info
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• 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

[Firefox]

Let's try to get a clean install of the current version (currently v3.4.5.2467 CU 1.0.342)

Here are the steps to Download and run the MB-Clean Tool

• Download MB-CLEAN Tool
• Please Close all open applications
• Double-click and run mb-clean-3.1.0.1031.exe
• A prompt may open with an option to allow the program to make changes to your computer will appear: Click Yes
• Next you will get a prompt asking you if you want to remove all Malwarebytes components from your system: Click Yes
  
  • Yes - will proceed with backing up the license key (Malwarebytes 3.x only) and initiating the cleanup process
    
• Once the cleanup process is completed, a prompt will appear asking for a reboot:
  • Yes - will reboot and after the reboot you will be prompted to continue with the downloading, installation and activation of latest version of Malwarebytes 3
  • No - will exit the utility and you will not be prompted (post reboot) to download, reinstall and re-activate (not recommended)
    
    • We recommend rebooting immediately. Additionally, stopping at this step is not recommended and will most likely not resolve your issue(s).
• Upon reboot, a prompt will appear asking if you want to re-install Malwarebytes: click Yes
  
  • Yes - will download, install and activate the latest version of Malwarebytes 3
  • No - will exit the utility and Malwarebytes 3 will not be downloaded, reinstalled or re-activated (not recommended)
    

• NOTE: If it does not offer you to download and install the latest version after the reboot you can download and install the latest version from -> Right Here <- (currently v3.4.5.2467 CU 1.0.342)
  

[hammondd]

This worked exactly as documented and I am back in MBAM business. Thank you so very much for your help!

[LittleNut]

Received MB notification of available update.  I OK'd.  Updater started going through process.  Had to switch to updater to twice OK'd process to d/l and then to install the update.  After updater finished I recieved error msg whenever tried to access MB (unable to connect to service...)  Rebooted, but no help.  Found this new thread.  Followed above instructions from user "Firefox".  MB was reinstalled and working.  TY Firefox.

[Firefox]

17 minutes ago, hammondd said:

This worked exactly as documented and I am back in MBAM business. Thank you so very much for your help!

 

2 minutes ago, LittleNut said:

MB was reinstalled and working.  TY Firefox.

You are both welcome, glad that fixed your issues