After updating console it shows unlicensed now

[wcutler]

After updating the console to 1.8.0.3431 it shows unlicensed for anti-malware and anti-exploit.  Will this update and become licensed again?

see attachment

malwarebytes issue.docx

[josaham]

Hi wcutler,

Please try restarting the 'Malwarebytes Management Service' to restore the license status. If this does not help, select 'Set License' and re-enter your ID and Key for both products to force a check-in to our licensing server.

If you need to recover your license information, please open a support case by emailing corporate-support@malwarebytes.com so we may verify your account and provide that for you.

Kind Regards,

Joshua

 

 

[wcutler]

getting this - there is a problem with your license key and we are unable to activate your license

[josaham]

Hi wcutler,

What version of MBMC did you upgrade from?

Can you please provide a screenshot of the error message?

[wcutler]

i think it was 1.6 or 1.7

[wcutler]

issue is resolved now

Now that I was able to locate your account with the email address, I have identified the issue. It appears that your distributor SHI made an error when generating your licenses.

I have reached out to our license key team to have these corrected and I will notify you as soon as the issue is resolved and you can activate the licenses once more.

[Winterborn]

I'm having the exact same trouble. I was on version 1.5.xx and upgraded to 1.8.0.3443, and now have the same error that user "Wcutler" posed on March 27. 

I've rebooted the server, stopped/started service. Tried removing license and re-input license and key, no joy. I can see my clients in the console and did a full scan of IP ranges, but because I'm "unlicensed" I'm not able to actually manage them. I've double checked our license from the purchase. All good there.

Help please!

[djacobson]

@Winterborn, you have moved from a version without license enforcement to one with license enforcement. There are External URLs which you need to have open for MBMC now.

https://data.service.malwarebytes.org
Port 443 outbound
https://data-cdn.mbamupdates.com
Port 443 outbound
https://keystone.mwbsys.com
Port 443 outbound

Also add the keystone address to IE's trusted site list and disable IE Enhanced Security if you still have it enabled.

[Winterborn]

@DJacobsen  I've gone through all of the installation exactly as documented here: https://support.malwarebytes.com/docs/DOC-1043.  I've got a backup of database etc

We're not able to confirm or reenter license update any clients after upgrade and I cannot get it to recognize our license id/key. I'd removed the license earlier as posted above (mistake?) to try and re-enter etc. Won't take it. I get the same error. I've been watching traffic monitor on our firewall in regards to this, and no blocked issues at all.

https://data.service.malwarebytes.org
Port 443 outbound, Rule set on firewall of server.               Get a 404 not found error. But not blocked.
https://data-cdn.mbamupdates.com
Port 443 outbound, Rule set to firewall of server.               Get a 403, forbidden, so it's getting to you but not showing me anything. So all good there.
https://keystone.mwbsys.com
Port 443 outbound, Rule set on firewall of server                Internet explorer comes up with "OK" and that's it.

All of the above added to IE as well, Added as trusted sites. Confirmed that IE Enhanced Security is turned off.

Help!
 

Is there a way to direct contact me through the boards? Need to get on the phone if possible ASAP. I love you're guys product and this is basically a licensing issue at this point. We're about to start up another year of support with you folks, I don't say this as any kind of threat, I love your product! I say it as there is an increased urgency on this from our side to get it resolved so we can update and move forward.

I've looked at our original buying email but it has no support phone numbers.

Edited September 1, 2017 by Winterborn
added info

[djacobson]

Reaching out to you on PM.