Cannot Activate Software, says not connected to the internet

[HYPPS]

I have just purchased your Malwarebytes Anti-Malware Premium Licence, but when I try and activate the product it comes up with the following message:

 

"Activating your licence

You must be connected to the internet to activate your Malwarebytes Anti-Malware Premium license.

Please ensure that you are connected and try again."

 

Could you tell me what the problem is with this error message, I am connected to the internet, able to browse the web so the issue lies not with my internet connection but with the activation part of the software.

 

I have tried to uninstall/install, restart computer, checked the time settings of my computer to be correct, IE as my default browser.

 

I appreciate your help.

[Firefox]

Hello and Welcome!

We would need more info on the system....

Please read the following and in your next reply ATTACH the 3 requested logs - Diagnostic Logs

(the three files should be CheckResults.txt, FRST.txt and Addition.txt)

Thank You,

Firefox

[HYPPS]

Here you go. Also want to mention that I get random blue screen errors on my windows 8.1 if its any use to finding a solution to the problem with activating malwarebytes anti-malware:

• bad_pool_header
• irql_not_less_or_equak
• kmode_exception_not_handled
• pfn_list_corrupt
• system_service_exception(tcpip.sys)

 

Addition.txt

CheckResults.txt

FRST.txt

[Firefox]

After reviewing those logs, we are going to have to rule out any infections first.

We are not permitted to work on possible malware-related issues here in this section of the forum.

Such work is conducted in a special forum area reserved for that purpose, or at the help desk.

Being that you are probably infected, feel free to follow the instructions below to receive free, one-on-one expert assistance in checking your system and clearing out any infections and correcting any damage done by the malware.

Please see the following pinned topic which has information on how to get help with this: Available Assistance for Possibly Infected Computers

Thank you

[Firefox]

Also, thanks to daledoc1, for noticing this in your logs... you have one of those Killer Network Cards which has some conflicts with Malwarebytes.  Try following the steps below or simply update the driver as mentioned at this end of this post.  (Also stay with your helper in your other topic so you can get cleaned up as well)

Killer Network Card

Try disabling the setting for "Enable Bandwidth Control" in Killer Network Manager.

Please let us know if that resolves the issue with internet blocking.

Another way of doing it....

This is a simple fix and has worked for folks with the Killer e2200:

For Windows 7:

• Navigate to Start --> Control Panel
• Click Network and Internet then Network and Sharing Center
• Click Change Adaptor Settings
• Right-click the Killer wireless connection and select Properties
• Under the Networking Tab, uncheck Qualcomm Atheros Bandwidth Control
• Click OK
• Reboot

This resolved the conflict for most.

Update on this issue:

Just wanted to give you (and any others who may be experiencing this issue) another update. We've tested the latest drivers released by Rivet Networks (makers of the Killer networking products) and are happy to confirm that they've implemented a fix so that you can now use both Malwarebytes Web Protection and Killer Network Manager's Bandwidth Control alongside each other with no issues.

You can download the latest Killer drivers from this site.

We appreciated your patience as we worked toward a solution here!

[HYPPS]

Thanks for your reply.

 

I was given this email reply:

 

 

Hello and welcome to Malwarebytes consumer support. My name is Tom Mercado and I’ll be assisting you today.

We apologize for this inconvenience, below is a work around for the bug.

1. First, launch Malwarebytes Anti-Malware and click on the Settings tab > Update Settings and uncheck the option to ‘Check for program updates when checking for database updates.’
2. Uninstall Malwarebytes Anti-Malware using the Control Panel > Programs and features>Uninstall a program
3. Reinstall the previous version, 2.1.6.1022 from this link.:
https://malwarebytes.box.com/s/bjqcyyw6afapuscbq1b7hyrkk44he9t0
4. After installation, activate the license in this version.
5. Lastly, re-enable ‘Check for program updates when checking for database updates.’ and perform a manual update, and install the new version when it is downloaded. Or – download the latest version from this link below and install it right over the existing Malwarebytes Anti-Malware:
http://downloads.malwarebytes.org/file/mbam

See how that works to resolve the issue.

Let us know if you need any additional help or have any other questions in this regard.

 

This worked in the end, but it came with an error, not sure what that means.

 

After step 3 when I try and install the program it comes up with windows asks do you want to trust this unknown program from an unknown publisher and I proceed to run it.

 

Then it gets stuck on C:\ProgramData\Malwarebytes\Malwarebytes Anti-Malware\rules.ref and brings up an error box:

C:\ProgramData\Malwarebytes\Malwarebytes Anti-Malware\rules.ref

 

An error occurred while trying to copy a file:

The source file is corrupted.

 

Click Retry to try again, Ignore to skip this file (not recommended), or Abort to cancel installation.

 

 

I clicked to ingnore and it proceeded to install. It was able to activate after that and was able to download the latest version.

 

I have just followed the instructions you provided but it still displays the same message when I try to change licence and enter my key again. I have also tried to click deactivate and it doesn't do anything. Uninstalling and installing again, I do not need to re-enter my key, it remembered that it was activated which is quite strange.

 

It seems to be working fine, I was just trying to see if the malwarebytes would be able to connect to the internet with the solution you gave me but it still displays the message so unfortunately that didn't fix the internet blocking.

 

Thanks

[daledoc1]

Hi, @HYPPS:

 

It looks as if you are being simultaneously receiving help for this issue here, AND at the Help Desk, AND in the Malware Removal Section?

 

That is going to make it confusing and possibly counter-productive for everyone.

 

In general, we suggest that it's advisable to choose one venue or the other.

 

If you wish to continue to work with Twin in the malware removal forum, please notify Tom M, so that he can close your Help Desk ticket and assist other users.

If you wish instead to work with Tom at the Help Desk, then please notify "Twin", so that he can close your malware removal thread and assist other users.

 

Thanks very much for your patience and understanding,

[HYPPS]

I just wanted to post in here for completeness to anyone reading. I'm trying to find out what's wrong with my computer, why it keeps crashing with the Malware Removal Section. I contacted the help days before I went on the forum because I wasn't getting a reply, as it happened I got one reply off Tom after posting in the forums with a workaround but it was not a fix as to what was wrong with malwarebytes activation. "Twin" is currently looking through my system logs, trying to identify any problems to the things I described.

[daledoc1]

I understand your frustration.

 

However, working in 2 separate venues simultaneously likely will only confuse and prolong matters.

 

If the problem is NOT malware-related and Twin gives you the "all-clear", then we suggest continuing to work with Tom M via email at the Help Desk.

 

EDIT: And the folks at the help desk are the only ones who can assist with sorting out licensing issues.  We here in the forum (including at the malware removal section) do not have access to the necessary information to do so.

 

Thanks again,

[HYPPS]

Thanks for understanding. Computers are highly complex and beautiful. I shall keep your time in mind, I appreciate the help.

[AdvancedSetup]

As you're being helped on the help desk now I will go ahead then and close this topic. Thank you