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3.5.1 occasional message - cannot contact licence server


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Malwarebytes 3.5.1 is running well on my Windows 7 system but I still get occasional messages when I open the program that it cannot contact the licence server, although the program does open and my licence details are shown correctly on the account details tab. I attach the support tool logs. I haven't yet tried a clean re-installation, but that would be my next step - it's often resolved problems in the past but I've had to do it more often than I would like!

mbst-grab-results.zip

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    welcome mbst.png
  • Click the Gather Logs button
    gatherlogs.png
  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:
    Spoiler

    To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

    _mb_attach.jpg.a0465aaafd6cae688aa38ab16

     

    After posting your new post, make sure you click the Follow button near the top right of this page, and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post.

    _mb_follow.jpg.7868cc281f66ac22e919c2c48

    _mb_follow_options.jpg.dcb79fc10aa35beb0

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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13 hours ago, Malwarebytes said:

***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

  Reveal hidden contents

If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download Malwarebytes Support Tool
  • Once the file is downloaded, open your Downloads folder/location of the downloaded file
  • Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  • Place a checkmark next to Accept License Agreement and click Next
  • You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!"
  • Click the Advanced Options link
    welcome mbst.png
  • Click the Gather Logs button
    gatherlogs.png
  • A progress bar will appear and the program will proceed to gather troubleshooting information from your computer
  • Upon completion, click OK
  • A file named mbst-grab-results.zip will be saved to your Desktop
  • Please attach the file in your next reply. Click "Reveal Hidden Contents" below for details on how to attach a file:
      Reveal hidden contents

    To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button.

    _mb_attach.jpg.a0465aaafd6cae688aa38ab16

     

    After posting your new post, make sure you click the Follow button near the top right of this page, and select the option "An email when new content is posted Change how the notification is sent" so that you're alerted by email when someone has replied to your post.

    _mb_follow.jpg.7868cc281f66ac22e919c2c48

    _mb_follow_options.jpg.dcb79fc10aa35beb0

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

  Reveal hidden contents

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

Do you have another security software installed, like F-Secure by chance? Sometimes a conflict can cause this I believe. Have you check the site https://keystone.mwbsys.com for connection status?

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Thanks for your input but, no, I don't have any other security software that has not run comfortably with recent versions of Malwarebytes 3. My setup is as below. I hope that a staff member will check the logs above for any clues. Meanwhile, I'm going to do a clean install (yet again) with the support tool.

Windows 7 Home Premium SP1 64x
MB Premium 3.5.1
Microsoft Security Essentials
CryptoPrevent Premium 9.1.0.0
Casper 10.1 Backup and Tweaking.com Registry Backup 3.5.3

Edited by TempLost
Clarity
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Used the support tool to carry out a clean re-installation but the message warning me of difficulty in contacting the licence server persists when I open Malwarebytes from the system tray. When I close that warning message, Malwarebytes then appears to load as expected with no errors showing. I did have to manually re-enter my Premium codes on re-installation - they weren't picked up automatically, but I can't remember whether or not that was the norm or not.

Windows 7 Home Premium SP1 64x
MB Premium 3.5.1.2522
Microsoft Security Essentials
CryptoPrevent Premium 9.1.0.0
Casper 10.1 Backup and Tweaking.com Registry Backup 3.5.3

mbst-clean-results.txt

Edited by TempLost
upload clean log
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Thanks. There definitely seems to be something going on with your network that's blocking outbound requests to our licensing server (https://keystone.mwbsys.com). Do you have any network based firewalls or any other software that monitors your network connections?

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Hi Devin,

No, don't have anything like that. Could it be anything to do with the awful satellite broadband system I'm stuck with in rural France? It's slow with dreadful latency and I believe there are all sorts of algorithms in the system that throttle some activities at certain times. If I browse to https://keystone.mwbsys.com/ I get a little OK as shown

 Keystone.JPG.c7e9faa1b1110a36f9850c71c6cf5184.JPG

Windows 7 Home Premium SP1 64x
MB Premium 3.5.1.2522
Microsoft Security Essentials
CryptoPrevent Premium 9.1.0.0
Casper 10.1 Backup and Tweaking.com Registry Backup 3.5.3

 

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Yes, it could definitely be due to bad internet. While your browser can access the site fine in that one moment, we do a couple checks and a few back and forth calls to the server every so often to confirm your license. I'll talk to the product managers about trying to improve that connection for low latency

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Thanks, Devin, that could be very helpful. I often wonder what other problems I can lay at the door of the satellite system. I'm now line of site to a mobile mast where I should be able to get 4G internet using a SIM card in a modem, so that's my next project!

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