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Malwarebytes can't start, cannot connect the Service


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On Tuesday (April 13), I noticed that Malwarebytes (MB) was no longer on the task bar at the bottom of the screen. It was among the "hidden" programs above the Task Bar, but when I clicked on it, it wouldn't start. I tried multiple times. Then tried the desktop icon. Nothing. I then rebooted. That didn't help. I think either Tuesday or Wednesday, upon starting the computer, an MB message appeared saying "Unable to connect the Service" (see attached screenshot).  The same thing happened when I started the computer this morning (Thursday). Since I can't start MB, I can't provide more information.  I might note that some of what I'm experiencing seems similar to what naraken90 has reported in a message headed "Malwarebytes has stopped working." It's interesting that the problem described there also started on Tuesday. I'm wondering whether this is just a coincidence, or whether some change in MB may be responsible.  I'm hoping someone can help.

MB_cantconnect.jpg

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***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:

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19 minutes ago, whatmeworry? said:

Since I can't start MB, I can't provide more information. 

Actually you can run the support tool and provide logs even if MB is not installed.

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

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 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

Thanks

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1 minute ago, whatmeworry? said:

I've attached the file from the support tool.

While I look at the logs please restart the computer,

Quote

Pending File Rename Operations
========================================
C:\Program Files (x86)\Mozilla Thunderbird\tobedeleted\rep5fef055e-c39e-4f43-bc65-9660f02dd312
C:\Program Files (x86)\Mozilla Maintenance Service\maintenanceservice_tmp.exe        
C:\Program Files (x86)\Microsoft\EdgeUpdate\1.3.141.63                               

Pending Windows Update Reboot
========================================
A reboot is pending
Windows Update: HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\WindowsUpdate\Auto Update\RebootRequired
Windows Update: HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\RebootPending
Windows Update: C:\WINDOWS\WinSxS\pending.xml

 

 

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Now that you have restarted, I would do the following.

Uninstall and reinstall using the Malwarebytes Support Tool

You also could use some clean up from @AdvancedSetup to "clean out the cobwebs" from the system.

I alsosuggest turning off fast startup in Windows.

https://www.tenforums.com/tutorials/4189-turn-off-fast-startup-windows-10-a.html

Edited by Porthos
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Thanks very much, Porthos!  I restarted the computer and found to my surprise that when it started, it told me it was in the midst of an update and I shouldn't turn off my computer. At first I thought perhaps that was a MB update, but I now think it was a Windows update that took quite a while, since the first "Don't turn off your computer" was followed by several more, as it was "Getting Windows Ready," then Working on Features," and then "Cleaning Up." When it was all finished, Malwarebytes was on my screen, open and ready for a scan.  It's quite possible that somehow the Windows update was screwing up Malwarebytes. I don't know. I updated to Windows 10 from Windows 7 just a few weeks ago, so I don't have any prior experience with these updates. I had arranged to have the update installed in a few days, not today. But apparently, Windows 10 has a mind of its own. 

I'm tempted to run an MB scan now, and if all looks OK, assume that all is well and that there's no need to uninstall and reinstall MB.  Does that seem reasonable?

Also, I've been enjoying the faster startup I've had since upgrading to Windows 10. I didn't realize that it might be from some "fast start" option. Is there a good reason to turn it off if all is well?  I think MB is set to wait a bit before starting, and I think that's true even with the "fast start."

 

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3 minutes ago, whatmeworry? said:

Thanks very much, Porthos!  I restarted the computer and found to my surprise that when it started, it told me it was in the midst of an update and I shouldn't turn off my computer. At first I thought perhaps that was a MB update, but I now think it was a Windows update that took quite a while, since the first "Don't turn off your computer" was followed by several more, as it was "Getting Windows Ready," then Working on Features," and then "Cleaning Up." When it was all finished, Malwarebytes was on my screen, open and ready for a scan.  It's quite possible that somehow the Windows update was screwing up Malwarebytes. I don't know. I updated to Windows 10 from Windows 7 just a few weeks ago, so I don't have any prior experience with these updates. I had arranged to have the update installed in a few days, not today. But apparently, Windows 10 has a mind of its own. 

I'm tempted to run an MB scan now, and if all looks OK, assume that all is well and that there's no need to uninstall and reinstall MB.  Does that seem reasonable?

Also, I've been enjoying the faster startup I've had since upgrading to Windows 10. I didn't realize that it might be from some "fast start" option. Is there a good reason to turn it off if all is well?  I think MB is set to wait a bit before starting, and I think that's true even with the "fast start."

 

I will offer some answers.

4 minutes ago, whatmeworry? said:

 

but I now think it was a Windows update that took quite a while

Yes it was a monthly update. It was released Tuesday.

5 minutes ago, whatmeworry? said:

I'm tempted to run an MB scan now, and if all looks OK, assume that all is well and that there's no need to uninstall and reinstall MB.  Does that seem reasonable?

Yes, if MB opens and scans you are probably OK.

7 minutes ago, whatmeworry? said:

I didn't realize that it might be from some "fast start" option. Is there a good reason to turn it off if all is well? 

Fast start is a feature introduced with Win 8. With it on your computer does not actually turn off when you do a shut down it goes into a hybrid sleep to give you  the effect of a faster start.

Many programs do not like fast start. I turn it off on EVERY computer I service. It prevents many service calls do to somethings not working because of not actually shuting down or not restarting when needed for example after an update as you seem to experienced here.

I also noticed you seem to have neglected to uninstall Microsoft Security Essentials before you did the upgrade. There are leftovers.

I could go on, but I still think especially since you just upgraded that you should let @AdvancedSetup clean up the computer for you. You will be the better for it.

I do this for a living but I am not authorized to go into that much detail on the forums.

 

 

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Porthos, I can't thank you enough for the terrific help you've provided. I ran the scan, and it reported that all is well. So I won't uninstall and reinstall MB. However, I will definitely turn off the fast start. I thought that by choosing "shut down" when I turned off the computer at night, I was turning everything off. Since that's not the case, I'll zap the fast start.  And though I don't see any sign of Microsoft Security Essentials, I'll use the info you provided to do a clean up.

Again, MANY THANKS!! 👍

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