Unable to Activate License

[Gelson]

After entering the license ID, I get the following message:  Unable to contact license server.  Check your network settings or contact your system administrator for help.  Then a message appears:  installation_token Not Found.  There is a problem with your license key and we are unable to activate your license.  Please check your license details and try entering your key again.  

mbst-grab-results.zip

[Malwarebytes]

***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: 

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

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7. Click the Gather Logs button
   
    
8. A progress bar will appear and the program will proceed with getting logs from your computer
   
    
9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
   
    
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[LiquidTension]

Hello,

Thank you for providing the mbst-grab-results.zip file.

Please could you also carry out the instructions in the following article: https://support.malwarebytes.com/docs/DOC-1318

Attach the two generated files (FRST.txt and Addition.txt) in your next post.

[Gelson]

Attached are the two generated files you requested.

FRST.txt

Addition.txt

[LiquidTension]

Thank you for the files.

Please disable the 10.0.0.2:80 proxy you have configured for your hicliv user account and check if this has any impact.

[Gelson]

Disabling the 10.0.0.2.80 proxy I have did nothing.  Still unable to activate license.

[LiquidTension]

Sorry for the delay.

Please download and install Malwarebytes version 3.7.1 over-the-top of your existing installation: https://downloads.malwarebytes.com/file/mb3

Enable debug logging using the instructions below.

• Open Malwarebytes.
• Click the Settings menu.
• Ensure the Application tab is selected.
• Scroll down to Event Log Data.
• Turn the Collect enhanced event log data for support setting On.

 

Once done, please try to activate Malwarebytes Premium. If you still encounter an issue, please rerun the Malwarebytes Support Tool, click Advanced, click Gather Logs and attach the newly created mbst-grab-results.zip file.