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unable to connect to service

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***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


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


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.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. 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.
  4. Place a checkmark next to Accept License Agreement and click Next
  5. You will be presented with a page stating, "Get Started!"
  6. Click the Advanced tab
    Repair menu_arrows.png
  7. Click the Gather Logs button
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Advanced Gather Logs completed_arrows.png
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
     notify me.jpeg  

Click "Reveal Hidden Contents" below for details on how to attach a file:


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.


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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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Hello @gpgp13:

Your attached mbst-grab archive is invaluable.

Due to that system's difficulty starting the Winmgmt service, coupled with the need for moderate system clean-up, a request has been made to Malwarebytes forum management to move your topic to the Windows Malware Removal Help & Support sub-forum.

Thank you.

Edited by 1PW
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Hi @1PW, there's no indication of malware at play here, so I believe the topic can remain here for now.

@gpgp13: I see you have System Mechanic installed. We often find this program in particular is the cause of issues with the WinMgmt service. Please consider (temporarily) uninstalling System Mechanic and rebooting the computer. Afterwards, please check if there's any change. If there's not, please rerun the Malwarebytes Support Tool -> click Advanced -> click Gather Logs -> attach the new msbt-grab-results.zip file found on your Desktop.

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Thanks for the file. Please do the following:

s5xFqj5.png MBRepairCMD

  • Please download MBRepairCMD using the link below:
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file.
  • Double-click s5xFqj5.png mbrepaircmd.exe to run the program.
  • Press Y on your keyboard to start the program.
  • Please wait patiently and allow the tool to run uninterrupted. This process may take 5-10 minutes to complete.
  • Upon completion, "Repairs have completed" will be displayed.
  • Press any key on your keyboard to exit the program.
  • Please restart the computer.
  • A log named FglsDWa.png mbst-repair-results.txt will be saved to your Downloads folder/location of mbrepaircmd.exe. Please attach the log in your next reply.

Afterwards, please rerun the Malwarebytes Support Tool in the same manner as before if the issue persists.

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