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Unable to connect

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***This is an automated reply***


Thanks for posting in the Malwarebytes for Windows 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 on the left column

  7. Click the Gather Logs button

  8. A progress bar will appear and the program will proceed with getting logs from your computer

  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:

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


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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:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply


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Version 3.6.1  is obsolete.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 Tool

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,




Edited by Maurice Naggar
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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.

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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:\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)

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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.

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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 ?

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