COBKA Posted February 6, 2019 ID:1297152 Share Posted February 6, 2019 I am getting a message box (see below) when opening Malwarebytes Premium application on both Win10 and Win7 laptops when connected to mobile broadband router. This is new behaviour and is happening with both 1.0.508 and the beta 1.0.538 versions. The message does not appear when connected to a fixed ADSL router connection. Even stranger once I have connected to the ADSL and opened the application and then re-connect to the mobile broadband router, the message box does not re-appear when opening the application again. Even though I get the warning box, when it is closed (it appears twice), the program opens and does appear to update and function normally. Any explanations? --------------------------- Network Settings --------------------------- Unable to contact license server. Check your network settings or contact your system administrator for help. --------------------------- OK --------------------------- Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 6, 2019 Staff ID:1297153 Share Posted February 6, 2019 ***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, "Get Started!" Click the Advanced tab Click the Gather Logs button A progress bar will appear and the program will proceed with getting logs from your computer Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK 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 Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297155 Share Posted February 6, 2019 Correction: The program does not appear to update after closing the warning boxes using the mobile broadband router. Link to post Share on other sites More sharing options...
Firefox Posted February 6, 2019 ID:1297170 Share Posted February 6, 2019 Hello and Welcome back @COBKA Please provide the requested logs from the Bot in post #2 above so we can better assist you. Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297173 Share Posted February 6, 2019 This is the log from a Win7 64bit laptop but all laptops on the network are showing the same behaviour. I stress this is only happening when connected to a 4G mobile router and I have tried another one of those with same result. I have 2 ADSL routers with different broadband connections and when connected to those none of the laptops show this behaviour so it appears a 4G connectivity issue. The network settings warning box appears twice, if closed the first time, before the program opens and also twice when opening the Account Details tab under Settings mbst-grab-results.zip Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297178 Share Posted February 6, 2019 This is the log from a Win10 laptop. Interestingly I couldn't download the Support Tool from your link when connected via the 4G router - presumably because it can't connect to the server, but I did so by using a ADSL router connection. mbst-grab-results.zip Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297189 Share Posted February 6, 2019 When trying to download the Support Tool using my 4GEE Router this is the web page message using Firefox Link to post Share on other sites More sharing options...
Firefox Posted February 6, 2019 ID:1297190 Share Posted February 6, 2019 This may be a DNS issue... check your DNS setting when connected to both networks can compare. The log shows DNS Servers: 192.168.1.1 Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297193 Share Posted February 6, 2019 9 minutes ago, Firefox said: This may be a DNS issue... check your DNS setting when connected to both networks can compare. The log shows DNS Servers: 192.168.1.1 That's the DNS Server on the 4GEE connection. It is 192.168.1.254 when connected to the ADSL router. Link to post Share on other sites More sharing options...
Firefox Posted February 6, 2019 ID:1297194 Share Posted February 6, 2019 Yes, but that 4GEE connection is getting some settings from the provider as well as the ADSL router, both probably using a different DNS server. What happens when you are connected to the 4GEE connection and assign a static DSN setting for Google (8.8.8.8) does it then work? Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297197 Share Posted February 6, 2019 7 minutes ago, Firefox said: Yes, but that 4GEE connection is getting some settings from the provider as well as the ADSL router, both probably using a different DNS server. What happens when you are connected to the 4GEE connection and assign a static DSN setting for Google (8.8.8.8) does it then work? No that doesn't change either the application problem or being able to open the link above. Link to post Share on other sites More sharing options...
COBKA Posted February 6, 2019 Author ID:1297201 Share Posted February 6, 2019 My android phone connected to an EE 4G mobile network will also not open the download link but it will using its own O2 4G connection. So something about EE settings which is causing the problem and whatever it is has only recently occured or a change at the Malwarebytes server end. Link to post Share on other sites More sharing options...
Firefox Posted February 7, 2019 ID:1297280 Share Posted February 7, 2019 Thanks for that additional info, let see if @LiquidTension can review your logs and see if he can find the cause. Link to post Share on other sites More sharing options...
COBKA Posted February 7, 2019 Author ID:1297307 Share Posted February 7, 2019 2 hours ago, Firefox said: Thanks for that additional info, let see if @LiquidTension can review your logs and see if he can find the cause. Update: Whatever was stopping the connection through the EE 4G routers yesterday appears to have changed today! No problems thus far. Thanks for your assistance as always! Link to post Share on other sites More sharing options...
Firefox Posted February 7, 2019 ID:1297317 Share Posted February 7, 2019 Its quite possible that there was a routing issue while connected through the EE 4G that was corrected... Either way, glad its working now... Link to post Share on other sites More sharing options...
LiquidTension Posted February 7, 2019 ID:1297324 Share Posted February 7, 2019 Thanks for the update. Let us know if you encounter any further issues. Link to post Share on other sites More sharing options...
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