pawncob Posted January 7, 2020 ID:1354514 Share Posted January 7, 2020 My Malwarebytes stopped working today, and shows the message Unable to connect the Service. I downloaded version 4. and got the same message. Is this a Windows 10 update problem? I'm now running 1909. 18363.535 (Updated yesterday) Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted January 7, 2020 Staff ID:1354515 Share Posted January 7, 2020 ***This is an automated reply*** Hi, Thanks for posting in the Malwarebytes for Windows 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, "Get Started!" Click the Advanced tab on the left column Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK 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...
exile360 Posted January 7, 2020 ID:1354518 Share Posted January 7, 2020 Greetings, Please do the following so that we may check to see what is going on with your Malwarebytes installation and hopefully get the issue corrected for you: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply Thanks Link to post Share on other sites More sharing options...
pawncob Posted January 7, 2020 Author ID:1354534 Share Posted January 7, 2020 I ran the support tool, but it didn't complete. I've reinstalled v3.6.1 which is now working. Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 7, 2020 ID:1354542 Share Posted January 7, 2020 (edited) Version 3.6.1 is obsolete. We need to get you on to a current version and since you have Windows 10, it really needs to be on version 4.0.4 On running the support tool, you do need to have lots of patience. Allow it as much time as it needs to start ....and to finish. The window for it may have gone behind other windows that were there before. Close as many other windows as you can. That way you have a clear field of view. Allow me to suggest that you do a "clean re-install" procedure with the Malwarebytes Support tool. Please try uninstalling and reinstalling Malwarebytes for Windows using the Malwarebytes Support tool. Uninstall and reinstall using the Malwarebytes Support Toolhttps://support.malwarebytes.com/docs/DOC-2674 Please have lots of patience with the tool. The first phase is a cleanup and does require a Windows Restart. After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up. Please be patient and have faith. Wait for it, whatever it takes. The 2nd phase is where it offers to do a new Install. Let me know if this run clears up the issue or not. Thank you, Sincerely. Edited January 7, 2020 by Maurice Naggar Link to post Share on other sites More sharing options...
Maurice Naggar Posted January 7, 2020 ID:1354543 Share Posted January 7, 2020 P.S. The "unable to connect" issue is very much fixable. I would urge more patience. and to not "panic" nor to go off on your own. This is curable. The issue can happen and sometimes it is a issue of timing and sometimes it is related to internet connection. Link to post Share on other sites More sharing options...
exile360 Posted January 7, 2020 ID:1354549 Share Posted January 7, 2020 If the Support Tool will not run, then please copy the files listed below to a convenient location such as your desktop, select them all, then right-click on them and hover your mouse over Send to and select Compressed (zipped) folder and then attach the resulting ZIP file to your next reply. These logs will provide details on what went wrong with the installation and should help to troubleshoot the issue. C:\ProgramData\Malwarebytes\MBAMService\LOGS MBAMSERVICE.LOG mbupdatr.log C:\Users\<your user name>\AppData\Local\Temp Setup Log 20##-##-## #00#.txt (there may be more than one of these files; if so, copy all of them) Link to post Share on other sites More sharing options...
pawncob Posted January 8, 2020 Author ID:1354675 Share Posted January 8, 2020 I ran the support prog and it ran the install again. Firstly it said there was "an error" then it said the installation was cancelled. There are no files in progData\Malwarebytes\MBAMService\Logs and this site won't let me upload the only file I have, which is under MB3migration\ServiceConfig.json There is nothing in ProgramFiles\Malwarebytes. Link to post Share on other sites More sharing options...
pawncob Posted January 8, 2020 Author ID:1354676 Share Posted January 8, 2020 These files do exist. mbsetup.log Service mbamiservice.log Link to post Share on other sites More sharing options...
Porthos Posted January 8, 2020 ID:1354684 Share Posted January 8, 2020 3 hours ago, pawncob said: ran the support prog and it ran the install again. Firstly it said there was "an error" then it said the installation was cancelled. Can you please try this: 1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline 2. Boot into Safe mode without networking. 3. Run the installer. Can you please let me know if that worked ? Link to post Share on other sites More sharing options...
pawncob Posted January 9, 2020 Author ID:1354872 Share Posted January 9, 2020 Success. I'm now running 4.0.4. Many thanks everyone. Link to post Share on other sites More sharing options...
Porthos Posted January 9, 2020 ID:1354885 Share Posted January 9, 2020 3 hours ago, pawncob said: Success. I'm now running 4.0.4. Many thanks everyone. Thanks for the update. You are welcome, Here is the new user guide so you can get familiar with the new interface. https://support.malwarebytes.com/docs/DOC-3530?lang=en_US&affiliate=&x-source=mb4pchelp Link to post Share on other sites More sharing options...
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