Jump to content
Pstreicher

Error on Update@'Could not stop/delete/connect service'

Recommended Posts

Got a notification of a new update. On installation first error shows, 'MBAMService [Uninstall] Could not stop service - continuing [Error: 5]'.
Continuing on get next error, 'MBAMService [Uninstall] Could not delete service [Error 5]'.

So I think maybe if I uninstall current version and try reinstall.
On installation I get, 'Unable to start, Unable to connect the Service'.

Snipping Tool clips attached.

I can only assume a server is down and I will have to wait to try again later. But, now I am without any Malwarebytes running at the moment.

Geesh, server problems everywhere these days it seems. Is it configuration update errors or system hardware errors?!

MwBytes Install Error.JPG

MwBytes Install Error2.JPG

MwBytes Run  Error.JPG

Share this post


Link to post
Share on other sites

***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.

  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
    Advanced_arrows.png
     
  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:
 

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

Share this post


Link to post
Share on other sites

Hi @Pstreicher,

Thanks for reporting this. The issue is with the installer (specifically, the introduction of an ELAM driver in version 3.7). It's not server related.

Please provide the log file requested in the post above. In addition, please do the following:

  • Press the Windows Key + R on your keyboard at the same time. Type eventvwr.msc and click OK.
  • Expand Windows Logs.
  • Right-click Application and click Save All Events As.... Name the file application and click OK.
  • Repeat for Security and System.
  • Navigate to the location of the files. Highlight the three files, right-click one and click Send to followed by Compressed (zipped) folder.
  • Name the Zip file EventLogs.zip and attach the file to your post.
Edited by LiquidTension

Share this post


Link to post
Share on other sites

Sorry about that. I got ahead of myself. Upon running the support tool and repair, and after restarting, MB installed and I was able to activate from my account.

Not sure how this was fixed but as usual, great support from you guys! I am all set now.

Thanks so much for being there for us users!

Share this post


Link to post
Share on other sites

Glad to hear the OP resolved their issue. Seems like the latest upgrade still has some rough edges to work out.

Should I wait for fixes to be built into the installer?

Thanks

Share this post


Link to post
Share on other sites
54 minutes ago, topangajack said:

Should I wait for fixes to be built into the installer?

Not everyone is having this issue, I say go ahead and try to install the latest version, if you have issues come back and start your own topic for one on one help.

Thanks

Share this post


Link to post
Share on other sites
1 hour ago, topangajack said:

Firefox. I went ahead with the installation and everything seems fine. License activated automatically, etc.

Thanks!

Your quite welcome, let us know if you encounter any issues.

Share this post


Link to post
Share on other sites
18 hours ago, Pstreicher said:

Sorry about that. I got ahead of myself. Upon running the support tool and repair, and after restarting, MB installed and I was able to activate from my account.

Not sure how this was fixed but as usual, great support from you guys! I am all set now.

Thanks so much for being there for us users!

Thanks for the update! Let us know if you encounter any further issues.

Share this post


Link to post
Share on other sites

Okay I have the exact same issue same issue. I ended up installing an earlier version via Chameleon, but I get the two windows above every time I try either a clean install or upgrade of the new version.  I ran the support tool and repair and all it did was try to install the new version so I ended up with the same error windows.

EventLogs.zip

Share this post


Link to post
Share on other sites

Well, never mind. I ran the support program to delete all of Malwarebytes and reinstall, the program stopped halfway through saying there was no program to re-install. I then tried reinstalling the new version of  Malwarebytes  and it installed with no issues. I guess I'm good to go for now..

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.