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Unable to connect to update server


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Hello and welcome back, @GregL:

There are many possible reasons for updating failures.  A clean reinstall often resolves the issue.

So let's try this first....

  1. Please follow ALL the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
  2. If that does not correct the issue, then please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

Thank you,

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On 9/16/2016 at 4:38 PM, daledoc1 said:

Hello and welcome back, @GregL:

There are many possible reasons for updating failures.  A clean reinstall often resolves the issue.

So let's try this first....

  1. Please follow ALL the steps in this pinned topic to uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
  2. If that does not correct the issue, then please read the following and attach to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

Thank you,

i also ran into this issue and the problem with your point number 1 is, i forgot the key and also all the details related to my account i just have the identifier no. and licensed text confirming the licensed status of the product. any help ?

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Hello and :welcome:, @doomstick:

Your MBAM Premium license information would have been emailed to you at the time of the original purchase.
If you no longer have that email, a copy thereof or a hard copy of the license information, then the definitive resolution depends on where you purchased the license.

If you originally purchased the license from the Malwarebytes online store, then you may contact the e-commerce partner, cleverbridge. They will look up the account information for you.  Their contact information and instructions may be found HERE and HERE.
If you purchased from another source, then you'll need to contact that vendor, as cleverbridge will not have a transaction record.
If you purchased MBAM on a boxed CD, then the license information will be in the box (either on the CD sleeve or on a card).

One other option will be to contact the Malwarebytes Help Desk, providing as much transaction/license information as you can.  They may be able to help sort it out.

In the interim, you may still proceed with the "clean reinstall" procedure.  You ought to be offered during the setup wizard -- by default -- a 14-day Trial version with full features.  That will buy time with no loss of protection while you sort out the license problem.  Note: There is only 1 Trial per system per major MBAM program version.  So, if you have already used the Trial on this system for this version of MBAM, it will no longer be available.

Thanks,

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Hi, @GregL:

@doomstick is merely posting a similar issue, not a solution for you.:)

Similarly, I was responding just now to @doomstick, not to you.:)

To reduce confusion for everyone, the forum staff may split off to a separate thread @doomstick's post and our replies to it.;)

(It's generally less confusing for everyone in computer support fora if we try to adhere to a 1 OP - one thread practice.)

Cheers,

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