Unable to connect to license server

[stubbs]

Hi,

Have a German Premium version. After updateing Windows 10. It would not go active. I de-installed it using the MB-clean SW. And reinstalled. Now I cannot activate it. Keep getting the error. Cannot conect to licence server. Unable to activate. I am clueless at this point. Please help!

 

Edited October 2, 2017 by celee
deleted mb-check-results per user's request

[dcollins]

You will want to reach out to our support teams at https://support.malwarebytes.com/community/consumer/pages/contact-us

[stubbs]

Say is there a way to delete uploaded data?

[dcollins]

I apologize, I misread your post. Your issue can be troubleshot and diagnosed here.

For starters, please try disabling Avira entirely and seeing if your issue persists

[stubbs]

I disabled Avira. and Windows Firewall. Same issue.

I cannot connect to https://my.malwarebytes.com/api/sso/pk/de/ either.

[dcollins]

Do you have any VPN software you're using? Can you access https://keystone.mwbsys.com in a browser?

[stubbs]

No Sir... No VPN here. And I cannot access  https://keystone.mwbsys.com

[dcollins]

What error do you get when trying to get to that site? It looks like something is blocking your access to our sites

[stubbs]

ERR_TIMED_OUT

No Blocks noted.

[dcollins]

Can you try in safe mode? Something is definitely hindering your connection to our site, which would explain why you're getting this error. Do you have a proxy server enabled?

[stubbs]

No. I have no Proxy.

Is it possible the the cert may be bad.

tracert keystone.mwbsys.com works but is a bit slugish?

[stubbs]

Okay... I tried safe mode. Same issue.

[dcollins]

Nope, the cert is fine and we aren't having anyone else report similar symptoms (on top of that, a certificate error would not throw a timeout). Do you have a slower internet connection by chance?

[stubbs]

50Mbit down. Pretty good actually.

 

[stubbs]

Just got rid of Java 8.114. Rebooted. same issue

I did update windows to Windows 10 Version 1703 für x64-basierte Systeme (KB4040724)

Should I attempt to roll it back?

Edited October 2, 2017 by stubbs

[stubbs]

I rolled the update back. Same issue.

[dcollins]

Can you try completely removing Avira instead of just disabling it? Also, are you able to access these forums on the same computer you're having these issues with?

[stubbs]

I just re-installed windows 10. Still.... Same issue

[stubbs]

Are there any ports that need to be open?

 

[Firefox]

No ports that I am aware of...

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
    

Thank You,

Firefox

[stubbs]

I have reinstalled everything again. Was still a no go 3hrs ago.

For about an hour now. It seems to be "kinda" working. Extremly slow. With the same error. Only occasionally.

Mabey something with your server through europe? Strange.....

[dcollins]

Can you try running the following command through a command prompt and posting a screenshot of the results?

tracert keystone.mwbsys.com

[stubbs]

A little better this time. File attached

[dcollins]

Hmm.... it looks like you're getting pretty far, and possibly even to one of our IP's. Do you have a different network you can connect this computer to? Or if you have another laptop/mobile phone on your home network, can you try going to keystone.mwbsys.com. Trying to rule out your network/device if possible

[stubbs]

IPhone has the same problem. LTE Provider...

Samsung Galaxy same problem.

3 different providers. I wish I would have checked it that way. Before I did all this work.

wierd!