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Unable to connect the Service


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I started my computer this morning and, stupidly, checked for updates. An update was installed. I was told to restart the computer, but when I did, MB provided a message saying "Unable to connect the Service." Sigh. I shut down the computer and rebooted. Same story.  I decided that I'd probably need to use MB's support tool, so I tried to find where to download it. I first did a search here, and then at the MB site. For some reason, I couldn't find it. So...what should I do now? If I get the automated message, which includes saying to use the support tool, I won't be able to do so unless I can find where to download it. Thanks in advance for your help.

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  • Staff

***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:

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  1. Download Malwarebytes Support Tool
  2. 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.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. 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.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

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1 minute ago, whatmeworry? said:

which includes saying to use the support tool, I won't be able to do so unless I can find where to download it. Thanks in advance for your help.

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.

 

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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I should add that I run scans every day, and although they take much longer than I'd like, they always tell me there's no problem. As far as I know, the only thing that was different today is that I checked for updates and an update was installed. I'm therefore inclined to think that something about the update may have caused the problem. 

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5 minutes ago, whatmeworry? said:

No, Porthos, as far as I know, the VPN hasn't been on in a while.

Might have been a temporary network "glitch". Restart again and see if it happens again. if so all I can suggest is a proper clean install.

 

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

 

1 minute ago, whatmeworry? said:

and although they take much longer than I'd like

Do not enable rootkit scanning as it is really not needed.

Also only do the standard threat scan not any full custom scans.

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Before I do what you've said, I want to reply to part of your message. I know that people are often told not to have MB check for rootkits. However, several times I have watched MB as it goes through its checklist, and checking for rootkits takes it less than a minute, often only 30 or so seconds. Saving a minute or two is not what I'm concerned about. My daily scans, which are only threat scans, never full scans, have been taking me between 55 minutes (on a good day) to a little over an hour. They used to take MUCH less than that. I realize that I have an old computer, but still....  Anyway, that's why I don't see the point of objuecting to MB spending a minute checking for rootkits.

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Two more things: I just took a look at Task Manager, and I see that pia-service.exe is listed. I'm not sure whether that means that the PIA-VPN itself is on or just this file, but I thought I should mention it. I haven't used the VPN in a while.

Also, in about 45 minutes, I have to use my computer for a meeting. I think I should probably wait until the meeting is over before going through the uninstall/reinstall/clean process. I wouldn't want to interrupt it.

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  • Solution

Well, I've now used the MB support tool to uninstall and reinstall MB.  At first, I was told that the program still couldn't connect the Service. I even took a screenshot and copied it below. But then suddenly MB popped up on my screen, and the "Malwarebytes is up to date" message appeared. Huh?  But it does seem to be working again.  I guess I now have to configure MB, since the version on my screen is MB Free 4.5.6, whereas I have a lifetime premium subscription. I am worried that NONE of the settings I had will be present, including which programs and files to whitelist. Oh well.... I'm MUCH relieved that the program is now working!  MANY MANY THANKS, Porthos, for all your help and your patience!

cantconnect.jpg

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  • Root Admin

Please get me a new set of logs if you'd like me to review them. Thanks

 

You should already have the program so you can ignore the download comment.

 

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

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17 hours ago, Porthos said:

Glad it is. But you have some system errors I would like @AdvancedSetup to look over.

Porthos, while I'm waiting for AdvancedSetup to get back to me, I thought I'd mention that after uninstalling and reinstalling MB, I did a scan without searching for rootkits. It took 48 minutes, noticeably less than I'd been experiencing in the last few months. So later the same day, I did another scan, this time with searching for rootkits implemented. The scan took an hour and 2 minutes. It also scanned almost 2300 more files (that was the number it almost always scanned). So today I ran a scan without rootkits, and this time it took only 43 minutes, again with about 2300 fewer files scanned. 43 minutes is considerably less time than I'd seen in months.  So I've decided to do as you suggested and NOT have MB routinely scan for rootkits.  Again, MANY thanks!

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  • Root Admin

Please go to Control Panel, Programs, Programs and Features and uninstall the following @whatmeworry?

CCleaner (computer experts no longer recommend this program)
Java 8 Update 301

 

Then run the following fix

 

 

Please download the attached fixlist.txt file and save it to the Desktop C:\Users\Joan\Downloads\
NOTE. It's important that both files, Farbar, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real-time antivirus or security software before running this script. Once completed, make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run Farbar from here:  C:\Users\Joan\Downloads\FRSTEnglish.exe  and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log in this folder: C:\Users\Joan\Downloads\  (Fixlog.txt) or wherever you ran Farbar from. Please attach or post it to your next reply.  <<-----

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome, and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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Hi AdvancedSetup,

Thank you for your advice. However, I do not want to uninstall either of the programs you mentioned. I definitely do not want to uninstall Java, since I need it for Pimlical, the calendar I have used for years on my computer, my tablet, and my phone.  As for CCleaner, I know that some parts of it can cause problems, but I use it only occasionally to clear out files I no longer need or want. I have never had a problem with it.

It may be that if I do not uninstall these programs, I won't be able to follow your other instructions, I'm not sure. Even if that's not the case, I don't want to proceed until I understand what the problems are that you are trying to help me cure. I haven't had any complaint except for the "Unable to connect the service," which has now been cured.  

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  • Root Admin

Your Java is old and is a potential threat to your system. You can run Java, just not this version. Remove this one and install the latest. If you're okay with CCLeaner that's fine, but Windows can already do almost anything it does. 

 

Go ahead and run the fix 

 

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Thanks very much for your prompt reply. I want to continue to use the version of Java that Pimlical uses.

I'm still somewhat mystified about why I should implement this "fix." My computer is working well, I have no complaints. I'm reluctant to wipe out my cookies and many file caches when the computer seems to be working fine.

 

 

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  • Root Admin

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following to help you better protect your computer and privacy Tips to help protect from infection

Thank you

 

 

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