[SOLVED] Malwarebytes 'cannot connect to the service'

[Mick]

Got a call from a lady that has Malwarebytes installed (free version) on her Win 7 Home PC - a Dell Inspiron. She had a nag from MBAM about an upgrade being available, so clicked to accept it. Ever since, MBAM won't intialize. After a few seconds she gets a message box that says 'Could not connect to the service'. Sure enough, when I check in Services, the MBAM service is not started, nor will it start. Instead, we get the following: "Windows could not start the Malwarebytes service on the local computer. Error code: 1068. The dependency service or group failed to start." Now, from what I can see in properties, this service has no dependencies.

What I've tried:

Removing/reinstalling the program using Revo uninstaller. No difference.

Removing/reinstalling using the MB_Clean utility from MBAM's site. No difference.

Running in Safe Mode - no difference.

Disabled anti-virus (she only has MSE) - no difference

Looked through the program data folder to check/remove any references to old installations or to instances of MBAnti-exploit etc - none found.

Run a couple of registry cleaners just to check there aren't any left-over entries pointing things in the wrong direction.

MBAM File version is 3.0.0.1068, which seems to be current. The error persists.

I don't want - and can't afford - to spend forever on this one, but it's starting to irritate me, plus I'm guessing if I've got one call about this, I might well get others. Anyone had this situation and resolved it?

 

[MichaelBits]

Have you run an anti-virus/malware scan with other software to rule those out?

 

[Porthos]

Download the latest version and do an over the top install.

 

[Mick]

Have you run an anti-virus/malware scan with other software to rule those out?

Sorry - yes, I should have said - scanned with Spybot and comes up clean.

 

[Mick]

Download the latest version and do an over the top install.

Thanks - I'll try that - although all the info I've found so far recommends removing the existing program first.

Update: Tried that, but the same result - still 'cannot connect to service'.

 

[AlexCa]

This is an old post (2011), but this guy was able to overcome the same problem by creating another user account:
https://www.bleepingcomputer.com/fo...ed-to-preform-desired-action-error-code-1068/

 

[Mick]

Thanks. I created an additional admin account, but with no luck. I must have installed and used MBAM on dozens, if not hundreds, of machines before now, but I've never come across this before, so I'm wondering if it's some quirk in the latest release.

 

[Porthos]

To tell you any more I would need Diag logs from the computer.
Also make sure F-Secure is not hidden somewere on that computer.

 

[Mick]

F-Secure nowhere to be found. When you say 'Diag Logs', do you mean the report the MB_Clean utility produces?

 

[Porthos]

• Create and obtain Farbar Recovery Scan Tool (FRST) logs
  1. Download FRST and save it to your desktopNote: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
     • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
• Create and obtain an mb-check log
  1. Download MB-Check and save to your desktop
  2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK"
  3. This will produce one log file on your desktop: mb-check-results.zip
     • This file will include the FRST logs generated from the previous set of instructions
     • Attach this file to your forum post

 

[Mick]

Thanks. I just got a message to call the owner. I'm going to have to ask her how much more time she's prepared to pay for on this one before doing any more. But I'm still interested in a cure! I'll let you know what's decided.

 

[Porthos]

She always has the option to get support at the MB forums or the help desk.
Help desk- https://secure.livechatinc.com/licence/8473103/open_chat.cgi?groups=1
Since it is the free version let her use MB resources to fix.

Since I sell every one MB. I support MB issues at no cost. Funny thing is I have next no issues from my clients.

If she uses the forum option I will probably be the one assisting,

 

[Mick]

She wants her computer back 'for a day or two' because she has an email to write! I'll suggest the forum approach, or failing that, I said I'd be prepared to keep on delving if she wanted - she'll let me know. Thinking about this and given that MBAM has been pretty much perfectly behaved in so many machines I've seen, I'm kind of wondering if it's this machine (or something on it) that's the issue, not the MBAM software. I've seen a lot of Malwarebytes installations - although probably nowhere near as many as you by the sound of it - but I've never come across this situation before. Many thanks for your help - I may be back

 

[callthatgirl]

"you installed it" so they don't feel they need to pay. Did you hear that one yet?

 

[Porthos]

"you installed it" so they don't feel they need to pay. Did you hear that one yet?

If you were referring to me. I fix MB issues for free IF it does not need virus removal or nuke.

 

[callthatgirl]

No, I was referring to anyone that sells any product and feels they have to do support on it for free. I never liked that idea but yep, I did it!

 

[Porthos]

I have very few issues. And for many years I sold it with out thier choice as a part of virus removal to be compliant the EULA.
Those who do have issues are a quick fix and it gives me a chance to connect to these clients again. Many have life time keys and Ihave not seen them for 2-3 years.

 

[Mick]

"you installed it" so they don't feel they need to pay. Did you hear that one yet?

This is a nice lady. I didn't install MB - just got the call when her computer 'started acting up'. She has also paid me for time spent so far. (But yes - I am familiar with that 'you installed it' routine - just not this time!) I've actually got her machine back now, so I'm going to try and obtain the reports etc @Porthos recommended and see if they help.

 

[Mick]

Update: Woot! I solved it, so here for the benefit of anyone similarly afflicted, is what I did/what had happened: I checked out MB on another machine here where it is working. I saw that in Services > Dependencies, the malwarebytes service depends on RPC and WMI both running. Back to the target machine and sure enough, WMI is not running, and will not start. I fixed this manually (basically by re-registering all the DLLs plus a bit of other fiddling about) and...shazam: One working copy of MBAM!

(I've now realised I could have saved myself the bother of fiddling about with WMI by running Windows AIO, which does pretty much the same thing). Don't know if the customer will be as pleased as I am ....

 

[Porthos]

Yes if WMI is not working MB will not as well. The BFE service is also important.
And those logs would have told me right off what was wrong.

although probably nowhere near as many as you by the sound of it

I have installed many and assisted fixing many on the MB forums.