fredsc Posted May 24, 2020 ID:1383449 Share Posted May 24, 2020 Hello, I clicked on my Malwarebytes icon to run a scan, but a pop-up message appeared that said, "Unable to connect the service." How should I proceed? If I re-install, will I be able to utilize the same license and license key numbers, or will I have to purchaser a new one? Your advice would be appreciated. Regards, Fred Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted May 24, 2020 Staff ID:1383450 Share Posted May 24, 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: Malwarebytes Support Tool - Advanced Options This feature is designed for the following reasons: For use when you are on the forums and need to provide logs for assistance For use when you don't need or want to create a ticket with Malwarebytes For use when you want to perform local troubleshooting on your own How to use the Advanced Options: Spoiler Download Malwarebytes Support Tool 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 Navigate to the Advanced tab The Advanced menu page contains four categories: Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand. Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot. Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent. Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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/hc/en-us/requests/new to get help If you need help looking up your license details, please head here: Find my premium license key Thanks in advance for your patience. -The Malwarebytes Forum Team Link to post Share on other sites More sharing options...
Porthos Posted May 24, 2020 ID:1383457 Share Posted May 24, 2020 36 minutes ago, fredsc said: How should I proceed? If I re-install, will I be able to utilize the same license and license key numbers, or will I have to purchaser a new one? The following will preserve your activation. Please do the following 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 that clears up the issue or not. Link to post Share on other sites More sharing options...
fredsc Posted May 25, 2020 Author ID:1383538 Share Posted May 25, 2020 6 hours ago, Porthos said: The following will preserve your activation. Please do the following 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 that clears up the issue or not. In the 2nd phase, where it offers to do a new Install, should I say, "Yes?" Link to post Share on other sites More sharing options...
exile360 Posted May 25, 2020 ID:1383539 Share Posted May 25, 2020 Yes, and once it finishes reinstalling, try activating with your license key again to see if it works this time and let us know how it goes. Thanks Link to post Share on other sites More sharing options...
fredsc Posted May 28, 2020 Author ID:1384315 Share Posted May 28, 2020 What steps must I take to activate my license key? Link to post Share on other sites More sharing options...
exile360 Posted May 28, 2020 ID:1384316 Share Posted May 28, 2020 Please refer to the details in this support article as well as this instructional video and that should help, but if you still require further assistance please let us know. Thanks Link to post Share on other sites More sharing options...
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