Malwarebytes "unable to connect the service"

[softwareiswaytoohard]

Recently after installing a windows 1909 update, my pc gets stuck in the automated repair loop on startup, cannot even boot into safe mode. I reset the pc keeping all files and could boot again, and all programs, including malwarebytes, had no problem being reinstalled. However a day later I got stuck in an automated repair loop on startup again, however this time I can boot into safe mode. Not wanting to reset I tried other options, and disabling early-launch anti-malware protection worked. But Malwarebytes no longer starts or works and a box with the error message in the title shows up after some time. I forced removed Malwarebytes with geek and tried installing it, but after prompting me to restart, it does not install.

 

I tried running the malwarebytes support tool but it doesn't do anything after restarting, but I can run FRST and mb-check and attached the txt results.

[Malwarebytes]

***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: 

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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
   • 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
   
   
    
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[softwareiswaytoohard]

Trying to reinstall malwarebytes gets me stuck in the automated repair loop again unless I disable early launch anti-malware protection, after which mb fails to install

 

FRST.txt Addition.txt mb-check-results.zip

 

[softwareiswaytoohard]

Also I can post in safe mode and run malwarebytes, including running a rootkit scan which turned up clean.

[exile360]

Greetings,

I'm sorry to hear that you're experiencing problems with Malwarebytes but hopefully we can figure out why this is occurring and get it corrected.  Taking a look at your logs I did notice a few things that might be possible causes for the issue so lets start by trying to eliminate them as variables to determine what might be causing the problems.

The first item I noticed is the VPN software.  If it is conflicting with one or more of Malwarebytes' drivers that could be the cause.  Please try disabling and/or removing the VPN software to see if that makes any difference.

Next, I saw that the WinRing0 driver is installed and active.  This driver has been known to cause stability issues with systems during boot from time to time so please remove/disable it and restart the system to see if that helps.  If you need more details on how to do this please let us know.

One more thing to try would be to perform a clean removal of Malwarebytes from the system:

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 Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

Additionally, if you have any trouble with the normal installer, please try the offline installer for Malwarebytes found here.

Please let us know how it goes, and if possible, please try to run the Support Tool again to generate the logs (you can try in Safe Mode with Networking if it will not complete in normal mode):

1. 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
   

Thanks