Unable to Contact License Server After Update

[stevemm1]

Just this morning I got a message telling me I needed to install a new version of MWB. This seems to have upgraded me to version 3.2.2. After the upgrade I can see my license key in settings with the status "Never Expires", however I keep getting a popup constantly saying ""Unable to Contact License Server. Check your network settings or contact your system administrator for help". My Internet connection is active. Any ideas why I'm getting this popup? The product otherwise seems fully functional.

[Porthos]

54 minutes ago, stevemm1 said:

My Internet connection is active.

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
2. Download FRST and save it to your desktop
   NOTE: 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
3. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
4. Press the "Scan" button
5. This will product two files in the same location (directory) as FRST: FRST.txt and Addition.txt
   NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
6. NEXT: Create and obtain an mb-check log
7. Download MB-Check and save to your desktop
8. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
9. This will produce one log file on your desktop: mb-check-results.zip
10. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

 

 

[stevemm1]

Hello, when excuting this FRST program I get the message that Windows 10 did not run the program since it's not recognized. Now I never have this issue with most programs, so I'm not comfortable installing this 3rd party software since I do have very sensitive data and have had a trojan in the past. Could someone please guide me on how to resolve this without the need to install 3rd party software. Thank you.

[Porthos]

7 hours ago, stevemm1 said:

Hello, when excuting this FRST program I get the message that Windows 10 did not run the program since it's not recognized.

Frst does not install anything and is safe Please tell whatever is blocking it to allow.

We need those logs to help you.

7 hours ago, stevemm1 said:

I get the message that Windows 10 did not run the program since it's not recognized.

If your connection was fully functional then you FRST runs on Win 10 with no warnings. 

[stevemm1]

These logs contain sensitive data of all the programs installed on my computer. This is hilarious if to update this broken software I must post my personal info on a public forum of all the installed programs on my computer and god knows what else? I appreciate the help but I'd kindly like to utilize the protections afforded to me via  consumer privacy laws and  run the software I paid for without this "Unable to Contact License Server" error. This is a legal obligation on the publishers end which they'd be wise to not advise people to use 3rd party apps in the future.

Is there an e-mail or somewhere I can contact to speak to someone who knows what they're doing? This software was working fine with Version 3.12 until this stupid update and now this licensing server error. Could it be the software was hijacked with a trojan and the servers hacked?

[Porthos]

You can contact staff member @dcollins by Private message and give him the logs. 

[dcollins]

Thanks for the logs. I didn't see anything immediately jump out, are you able to access https://keystone.mwbsys.com in a browser from the computer you're having this issue with?

Edited September 25, 2017 by dcollins

[stevemm1]

Hi, yes I can access that page. It says "OK". I'm still getting the unable to connect to licence server error though.

[dcollins]

Ok, let's check two things please. First off, are you using a proxy server at all? Secondly, can you run the following command and take a screenshot of the results, then post the screenshot

tracert keystone.mwbsys.com

[stevemm1]

Hi dcollins thank you for the reply, I sent you a PM with the tracert. I'm not using a proxy. I noticed the last couple days this error is no longer present, but I'm still worried what may have caused it to begin with since it only occurred after the update.

Thanks.