ayclok76 Posted August 25, 2018 ID:1265407 Share Posted August 25, 2018 Hello, my computer has very high RAM usage ~90% for no apparent reason. I restarted it in safe mode w/ networking and tried to run malwarebytes to do a malware scan. But when i did, it said "unable to connect to service". I've attached the logs for FRST and the Addition.txt. mb-check-results.zip FRST.txt Addition.txt Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted August 25, 2018 Staff ID:1265408 Share Posted August 25, 2018 ***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 already done so, please run the Malwarebytes Support Tool 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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file Double-click mb-support-X.X.X.XXXX.exe to run the program You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!" Click the Advanced Options link Click the Gather Logs button A progress bar will appear and the program will proceed to gather troubleshooting information from your computer Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button. 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 Link to post Share on other sites More sharing options...
ayclok76 Posted August 25, 2018 Author ID:1265409 Share Posted August 25, 2018 (edited) I tried downloading and running the malwarebytes support tool but it is asking for email and ticket number. where can i find the ticket info?... <EDIT> Never mind.... <smack self> </EDIT> Edited August 25, 2018 by ayclok76 Link to post Share on other sites More sharing options...
ayclok76 Posted August 25, 2018 Author ID:1265410 Share Posted August 25, 2018 attached are the generated results from the tool mbst-grab-results.zip Link to post Share on other sites More sharing options...
Firefox Posted August 25, 2018 ID:1265418 Share Posted August 25, 2018 Hello and Welcome. Perhaps a clean reinstall will help Lets try this new tool called Malwarebytes Support Tool to get a clean install of Malwarebytes. Please download our new Support Tool from RIGHT HERE Double click the downloaded file and click Yes if prompted for the UAC warning Place a check mark to Accept License Agreement and click Next Click on Advanced Options (below Get Started box) Click on "Clean" box Click on "Yes" on the warning about removing Malwarebytes (this will start the cleanup process and there is no need to deactivate) Once complete click "OK" to reboot the computer After Reboot click on "Yes" to reinstall the latest version of Malwarebytes Malwarebytes should now be installed and activated if you use the Premium Version You can now exit the Malwarebytes Support Tool If you do not get prompted to reinstall Malwarebytes then download the latest version from the link below. Download the Latest MB3 v3.5.1.2522 CU 1.0.421 from ->>RIGHT HERE<<- Link to post Share on other sites More sharing options...
exile360 Posted August 25, 2018 ID:1265454 Share Posted August 25, 2018 Greetings, I just wanted to check to see how you are determining your RAM usage. Is it through Task Manager, and if so, what does it show for the process(es) consuming the most RAM? Also, when using Task Manager please be sure to click on Show processes from all users at the bottom in the Processes tab and to sort the list by memory usage (Memory (Private Working Set) I believe is what it's called, at least here on Windows 7). If you don't see that column, then click on View at the top and click on Select Columns... then check the box next to Memory - Private Working Set, though you can also enable the entries next to the other Memory - entries as well if you wish to check those as well. Link to post Share on other sites More sharing options...
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