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sdragt

Unable to connect service

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After purchasing a premium license, I downloaded the file and installed it.  There was an older installation on my PC from a previous paid license that had expired and would not run.  When the new installation would not run, I uninstalled it and reinstalled, but still get the "Unable to connect the service" error pop up.  Installed and ran FRST64 and mb-check that gave the zip file attached.  Please advise next steps.

Thank you,

mb-check-results.zip

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***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: 

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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
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  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
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  8. A progress bar will appear and the program will proceed with getting logs from your computer
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  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
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Hello and Welcome @sdragt

Sorry your having issues, something seems to have gone wrong during the upgrade.

I would recommend you do a clean removal and reinstall of Malwarebytes. If that does not correct it then we can gather some new logs and dig in deeper to see what might be causing the issue for you.
 
Please download the Malwarebytes Support Tool and use it to do a Clean Removal and reinstall of Malwarebytes

  • 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 the User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a check-mark 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 - do not click Get Started

    mbst-welcome.jpg.2300dd6068ae92db1bdc8f0
     

  • Click the CLEAN button

    mbst-clean.jpg.f6ef4b074d793ab7a1028ff08|
     

  • A progress bar will appear and the program will proceed to remove Malwarebytes from your computer

  • Upon completion, click OK

  • Follow the onscreen prompts to reboot and reinstall Malwarebytes

If you do not get prompted to reinstall Malwarebytes then download the latest version from the link below.

Download the Latest v3.7.1.2839 CU 1.0.586 from ->>RIGHT HERE<<-
 
Then let me know if you're still having issues getting Malwarebytes to start.

Thanks

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