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Malwarebytes not opening + Unable to connect to service

Selhow

By Selhow
in Resolved Malware Removal Logs

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Selhow

Selhow

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When I try to start up  malwarebytes it does not open. It does not open on startup either. When I start up my computer, i get the error message: "Unable to connect to service"

List of steps I've tried to resolve the issue:

-Using the support tool. It will fail to uninstall malwarebytes, then reinstall it. Then malwarebytes will run. But if I restart or shutdown my computer the issue is back again

-Regedit fix (found here on forums)

I have tried the fix of running this command in cmd prompt

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

The commad goes through, but I still have an issue

-Scanning in safe mode for rootkits (fix found on forum)

I have scanned my C drive in safe mode with rootkit scan enabled, it did not detect anything. Should I have scanned the other drives as well?

-Uninstalling and reinstalling in safe mode

did not work

-Reparing WMI with support tool

did not work

What should I try next? It is quite scary to not have my premium mbam not working for quite awhile now. Thank you

Screenshot_2793.jpg

Screenshot_2798.jpg

servicembam.jpg

mbst-grab-results.zip

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Malwarebytes

Malwarebytes

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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:

  • 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
  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.

Screenshots:

Spoiler
 
 
 
 
Spoiler

 

 

01.png

02.png

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05.png

06.png

 

 

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

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Porthos

Porthos

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42 minutes ago, Selhow said:

What should I try next? It is quite scary to not have my premium mbam not working for quite awhile now. Thank you

Lets use the same support tool you used for the log and do a clean uninstall and reinstall.

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.

image.png.7375d9d90bf54b2d368142c2639381d5.png
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AdvancedSetup

AdvancedSetup

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Hello @Selhow

As @Porthos said. Since you already have the MBST tool, please run it to get a set of logs for us.

 

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 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 if not already downloaded.
  • 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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AdvancedSetup

AdvancedSetup

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The specific log I was looking for was not there.

Please open Malwarebytes, go to Settings, General, and enable Event log data

image.png

 

Then restart the computer.

Do what it is you were doing until you get this error again and then run the MBST tool again and get us new logs.

 

Thanks @Selhow

 

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AdvancedSetup

AdvancedSetup

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Let me have you run the following @Selhow

 

Please download and run the following Kaspersky Virus Removal Tool 2020 and save it to your Desktop.

(Kaspersky Virus Removal Tool version 20.0.10.0 was released on November 9, 2021)

Download: Kaspersky Virus Removal Tool

How to run a scan with Kaspersky Virus Removal Tool 2020
https://support.kaspersky.com/15674

How to run Kaspersky Virus Removal Tool 2020 in the advanced mode
https://support.kaspersky.com/15680

How to restore a file removed during Kaspersky Virus Removal Tool 2020 scan
https://support.kaspersky.com/15681

 


Select the  image.png  Windows Key and R Key together, the "Run" box should open.

user posted image

Drag and Drop KVRT.exe into the Run Box.

user posted image

C:\Users\{your user name}\DESKTOP\KVRT.exe will now show in the run box.

image.png

add -dontencrypt   Note the space between KVRT.exe and -dontencrypt

C:\Users\{your user name}\DESKTOP\KVRT.exe -dontencrypt should now show in the Run box.
 
image.png


That addendum to the run command is very important, when the scan does eventually complete the resultant report is normally encrypted, with the extra command it is saved as a readable file.

Reports are saved here C:\KVRT2020_Data\Reports and look similar to this report_20210123_113021.klr
Right-click direct onto that report, select > open with > Notepad. Save that file and attach it to your reply.

To start the scan select OK in the "Run" box.

A EULA window will open, tick all confirmation boxes then select "Accept"

image.png

In the new window select "Change Parameters"

image.png

In the new window ensure all selection boxes are ticked, then select "OK" The scan should now start...

user posted image

When complete if entries are found there will be options, if "Cure" is offered leave as is. For any other options change to "Delete" then select "Continue"

user posted image

When complete, or if nothing was found select "Close"

image.png

Attach the report information as previously instructed...
 
Thank you
 
 

 

 

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AdvancedSetup

AdvancedSetup

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Please run the following @Selhow

DO NOT reinstall Malwarebytes until I tell you, please.

 

 

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions, but DO NOT reinstall Malwarebytes
  • Cancel any and all alerts or boxes that try to reinstall Malwarebytes or Browser Guard
  • NOTE: Please have patience as it can take a while to remove and restart to complete

After the restart please do the following (if the computer did not auto restart, then manually restart the computer when done, just make sure it's done)

  • 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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Selhow

Selhow

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I did a clean uninstall without reinstalling and I got 2 errors. The first is in the picture, it happened during the uninstall. And the second error, "Unable to connect to service" when i restarted my computer even though I haven't reinstalled it. It also provided a "clean results.txt." log, so I added that too.

Screenshot_2828.jpg

mbst-grab-results.zip mbst-clean-results.txt

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AdvancedSetup

AdvancedSetup

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

Bonjour
Java(TM) SE Development Kit 12.0.1 (64-bit)
 

 

What are these files for?

C:\Users\AhriP\Desktop\Explore Save.bat

C:\Program Files\Google\Drive File Stream\launch.bat

 

Please give me more time to review your logs, but this entry here tells me that the best thing for you to do is back up your personal data to an external drive, then do a CLEAN install of Windows.

Task: C:\WINDOWS\Tasks\Tweaking.com - Windows Repair Tray Icon.job => C:\Program Files (x86)\Tweaking.com\Windows Repair (All in One)\WR_Tray_Icon.exe C:\Program Files (x86)\Tweaking.com\Windows Repair (All in One)Tweaking.com - Windows Repair)Created By Tweaking.com

Once you've had to run this script then your computer was already beyond reasonable help and was a last ditch effort to bring it back to life.

 

At this point I cannot promise you we can fix your issues. These type of tools can potentially be quite dangerous to the system and it's settings. They mean well but often it is using a shotgun approach to fix a cut.

 

 

Edited by AdvancedSetup
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AdvancedSetup

AdvancedSetup

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Uninstall Bonjour and Java, then restart the computer, then run the following fix.

Once the fix has been completed, please attach the file FIXLOG.TXT to your next reply.

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, 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 FRST or FRST64 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 on the Desktop (Fixlog.txt) or wherever you ran FRST 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
  • Discord 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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Selhow

Selhow

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Okay after some deliberation I've decided to take your first suggestion and do a clean install of windows. It looks like the safest option out of the two. Based off what you're saying, there's clearly an issue with my Windows itself. Thank you so much for taking the time to help me.

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AdvancedSetup

AdvancedSetup

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Here are some guides if  needed, @Selhow

 

Greg Carmack - MVP 2010-2020 -Clean Install Windows 10
https://answers.microsoft.com/en-us/windows/forum/windows_10-windows_install/clean-install-windows-10/1c426bdf-79b1-4d42-be93-17378d93e587

How to Create a Local Account While Setting Up Windows 10
https://www.howtogeek.com/442792/how-to-create-a-local-account-while-setting-up-windows-10/

 

Perform clean install of Windows 11 in six different ways
https://pureinfotech.com/clean-install-windows-11/

How to Perform a Clean Install Windows 11
https://www.groovypost.com/howto/clean-install-windows-11/

 

 

Here is some advice for future use to help protect your computer and data

 

Recommend using a Password Manager for all websites, etc. that require a password. Never use the same password on more than one site.

  1. https://www.howtogeek.com/240255/password-managers-compared-lastpass-vs-keepass-vs-dashlane-vs-1password/
  2. Make sure you're backing up your files https://forums.malwarebytes.com/topic/136226-backup-software/
  3. Keep all software up to date - PatchMyPC - https://patchmypc.com/home-updater#download
  4. Keep your Operating System up to date and current at all times - https://support.microsoft.com/en-us/windows/windows-update-faq-8a903416-6f45-0718-f5c7-375e92dddeb2
  5. Further tips to help protect your computer data and improve your privacy: https://forums.malwarebytes.com/topic/258363-tips-to-help-protect-from-infection/ 
  6. Please consider installing the following Content Blockers for your Web browsers if you haven't done so already. This will help improve overall security

Malwarebytes Browser Guard

uBlock Origin

 

Further reading if you like to keep up on the malware threat scene: Malwarebytes Blog  https://blog.malwarebytes.com/

Hopefully, we've been able to assist you with correcting your system issues.

Thank you for using Malwarebytes

 

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  • Root Admin
AdvancedSetup

AdvancedSetup

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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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