Wilpower #1 Posted October 3, 2018 Hi Had to uninstall Mbam and then reinstalled but now when I want to activate (Lifetime) License in the Free program I get an error Screenshot attached Please any direction appreciated. Share this post Link to post Share on other sites
Malwarebytes #2 Posted October 3, 2018 ***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 Click the Gather Logs button 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. Before submitting your reply, be sure to enable "Notify me of replies" like so: 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. 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 Share this post Link to post Share on other sites
exile360 #3 Posted October 3, 2018 Greetings, I would suggest first making certain that you copy and paste your ID and Key into the fields provided rather than typing them if you haven't tried that already. Also be aware that now that Malwarebytes 3 is available and is using the new license key format, you will need to enter your ID and Key in reverse order with the first field provided being for the longer Key string and the second field below it being for the first/shorter ID string. If that didn't resolve the issue then please contact Malwarebytes Support directly and they will assist you further with this. You may contact them via the options available on this page. If there is anything else we might assist you with please let us know. Thanks Share this post Link to post Share on other sites
Wilpower #4 Posted October 3, 2018 Thanks for your reply. Yes have used Mbam for many years. Apparently switching the longer Key in the top for ID and the ID below for Key doesn't work as this does not envoke the green check marks so the Avtivate Box is greyed outl THis is the first time I've had trouble activating product after reinstall. Share this post Link to post Share on other sites
exile360 #5 Posted October 3, 2018 It could be an issue with the license validation system. The Malwarebytes Support team has direct access to that system so they should be able to determine what's going on with your license and get the problem corrected. Share this post Link to post Share on other sites
Wilpower #6 Posted October 3, 2018 THanks submitted a Ticket #2434668 Share this post Link to post Share on other sites
exile360 #7 Posted October 3, 2018 Excellent, you should receive a response soon, most likely sometime tomorrow depending on how big Support's ticket queue is at the moment. Share this post Link to post Share on other sites
AdvancedSetup #8 Posted October 3, 2018 Hello @Wilpower The error shown indicates that your computer is unable to contact our license server to obtain a token. Please run the following for me and we'll see if we can get it resolved for you. Please provide the following logs and we'll verify what is actually going on with your system or Malwarebytes program. 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 - do not click Get Started Click the Gather Logs button 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. Share this post Link to post Share on other sites
Wilpower #9 Posted October 3, 2018 OK I'll gather that information asap Thanks for your help.? Share this post Link to post Share on other sites
Wilpower #10 Posted October 3, 2018 (edited) Gather Logs attached mbst-grab-results.zip I'll await your input. THanks Edited October 3, 2018 by Wilpower Share this post Link to post Share on other sites
AdvancedSetup #11 Posted October 3, 2018 Even our support tool is being blocked from network access. My guess is that the firewall or process engine from your Trend Micro Maximum Security is blocking Malwarebytes. Can you please temporarily disable Trend Micro Maximum Security including Firewall and then run Malwarebytes again and check for updates. Then see if you're able to activate too. Share this post Link to post Share on other sites
Wilpower #12 Posted October 3, 2018 (edited) ?Thanks for your time, I had suspicions....those buggers No Luck. Even exiting Trend completely doesn't resolve issue. Don't see how Tech support will be able to help Edited October 3, 2018 by Wilpower Share this post Link to post Share on other sites
AdvancedSetup #13 Posted October 3, 2018 Okay, let me have you run the following and post back the logs Please download Farbar Recovery Scan Tool 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 Double-click to run it. When the tool opens click Yes to disclaimer. Press Scan button. It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply. The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well. Share this post Link to post Share on other sites
Wilpower #14 Posted October 3, 2018 Here you are. Should help in your dev. investigation THanks Addition.txt FRST.txt Share this post Link to post Share on other sites
AdvancedSetup #15 Posted October 3, 2018 None of the obvious issues, but you are having some conflict that needs to get resolved. Please enable your System Restore https://www.windowscentral.com/how-use-system-restore-windows-10 ==================== Restore Points ========================= ATTENTION: System Restore is disabled ==================== Faulty Device Manager Devices ============= ==================== Event log errors: ========================= Application errors: ================== Error: (10/03/2018 02:01:54 PM) (Source: SecurityCenter) (EventID: 17) (User: ) Description: Security Center failed to validate caller with error %1. Error: (10/03/2018 01:31:54 PM) (Source: SecurityCenter) (EventID: 17) (User: ) Description: Security Center failed to validate caller with error %1. Error: (10/03/2018 01:29:33 PM) (Source: Microsoft-Windows-CAPI2) (EventID: 257) (User: ) Description: The Cryptographic Services service failed to initialize the Catalog Database. The ESENT error was: -1032. Error: (10/03/2018 01:29:33 PM) (Source: ESENT) (EventID: 490) (User: ) Description: Catalog Database (4076,D,50) Catalog Database: An attempt to open the file "C:\WINDOWS\system32\CatRoot2\{127D0A1D-4EF2-11D1-8608-00C04FC295EE}\catdb" for read / write access failed with system error 32 (0x00000020): "The process cannot access the file because it is being used by another process. ". The open file operation will fail with error -1032 (0xfffffbf8). Error: (10/03/2018 01:29:23 PM) (Source: Microsoft-Windows-CAPI2) (EventID: 257) (User: ) Description: The Cryptographic Services service failed to initialize the Catalog Database. The ESENT error was: -1032. Error: (10/03/2018 01:29:23 PM) (Source: ESENT) (EventID: 490) (User: ) Description: Catalog Database (4076,D,50) Catalog Database: An attempt to open the file "C:\WINDOWS\system32\CatRoot2\{127D0A1D-4EF2-11D1-8608-00C04FC295EE}\catdb" for read / write access failed with system error 32 (0x00000020): "The process cannot access the file because it is being used by another process. ". The open file operation will fail with error -1032 (0xfffffbf8). Error: (10/03/2018 01:21:13 PM) (Source: Microsoft-Windows-CAPI2) (EventID: 257) (User: ) Description: The Cryptographic Services service failed to initialize the Catalog Database. The ESENT error was: -1032. Error: (10/03/2018 01:21:13 PM) (Source: ESENT) (EventID: 490) (User: ) Description: Catalog Database (4076,D,50) Catalog Database: An attempt to open the file "C:\WINDOWS\system32\CatRoot2\{127D0A1D-4EF2-11D1-8608-00C04FC295EE}\catdb" for read / write access failed with system error 32 (0x00000020): "The process cannot access the file because it is being used by another process. ". The open file operation will fail with error -1032 (0xfffffbf8). Different ways to try and address the issues. Though a little time consuming, if it were my computer I'd start with fully uninstalling Trend Micro temporarily. Reboot. Then check Event Logs and see if any of these errors are still happening. Share this post Link to post Share on other sites
Wilpower #16 Posted October 3, 2018 Thanks for your time. Share this post Link to post Share on other sites
AdvancedSetup #17 Posted October 3, 2018 Let me know how it goes Share this post Link to post Share on other sites
Wilpower #18 Posted October 3, 2018 I uninstalled, cleaned everything up and installed Avast (Been with Avast since 2002). TM was an investigation/Trial No issues now. Thanks again Share this post Link to post Share on other sites
AdvancedSetup #19 Posted October 4, 2018 Great, glad to hear all is working well again. I'll go ahead and mark this topic as resolved then. Take care Ron Share this post Link to post Share on other sites
AdvancedSetup #20 Posted October 4, 2018 Closing this topic as it's been resolved. Share this post Link to post Share on other sites
