[ RESOLVED ] Malwarebytes Free on Windows 10 - Unable to connect to the service

[pwgb]

Hi - I've recently finished one of the 14 day Premium Trials that are offered at various times and normally have no problems switching back to the free version at the end of each trial.

However having finished the latest Trial, I now can't access the free version any more.  When I click the Malwarebytes icon on my desktop, I get the pop-up message "Unable to Start - Unable to connect the service"

I've run the services App which tells me that the Malwarebytes Service is Stopping (startup type is set to Automatic).  I have tried both restarting and shutting down/rebooting but it seems to be stuck in this state. 

Any ideas as to how I can get Malwarebytes Free up and running again?

Many thanks in anticipation.

[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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

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[pwgb]

Here's the logs from the Advanced Support Tool:

 

mbst-grab-results.zip

[Firefox]

Hello and Welcome to Malwarebytes

Sorry to hear about your issues...

Please try the following. Open an Elevated Admin command prompt and copy / paste the following and press the Enter key. You should get a success message.

reg add "HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Tcpip6\Parameters" /v "DisabledComponents" /t REG_DWORD /d 32 /f

Then restart the computer and try the program again.

This will set the IP preference to use IPV4 instead of IPV6 as recommended by Microsoft without actually disabling IPV6

 

Let me know if that helps correct the issue for you.

[pwgb]

Hi - thanks for your reply.

Before I do this, I would be grateful if you could explain a bit more in layman's terms how adding the above may resolve the issue as I'm a bit nervous about just going in and changing registry keys?

Many thanks.

[Firefox]

In simple terms, there is an issue (especially for folks over seas like yourself) where sending traffic through IP6  can cause an issue. The setting above will force the traffic to go out via IPv4 instead. I has fixed this issue for many others so thought we would try with you as well.  There is not harm to your computer with applying this fix.

[pwgb]

Fabulous, that's worked. Now able to access Malwarebytes Free and run scans as per normal. 

Many thanks for your time and help in resolving this - very much appreciated!

[Firefox]

Your very welcome @pwgb Glad I could help. Should you encounter any other issues, don't hesitate to post about them.

[Porthos]

Closing this topic as it's been resolved.