Unable to Contact License Server

[andy_ar]

Hey,

  The first message is unable to contact license server.  Then I'm getting an MBAM404101 Error.  

"Installation_token Not Found.  There is a problem with license key."  Etc.  I've attempted with two different license keys I have that have an open spot as I bought 2 devices previously.

Uninstalled, reinstalled with no luck.  Then went down the forum rabbit hole,  abd went through everything with the Support Tool to no luck.  Checked Hosts and found CoinHive, deleted it, restarted, etc.  Did everything again, still nothing.  

Attaching the log file from the recovery tool

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: 

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.

1. Download Malwarebytes Support Tool
2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
3. 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.
4. Place a checkmark next to Accept License Agreement and click Next
5. You will be presented with a page stating, "Get Started!"
6. Click the Advanced tab
   
    
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
   
    
10. 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

[exile360]

Greetings,

The latest build of Malwarebytes has problems with connecting to its servers when using any sort of proxy/VPN etc. that hooks into the Winsock.  I saw entries for Astrill in your logs and I suspect this is the problem.  Please try removing Astrill to see if Malwarebytes is then able to function properly and let us know how it goes.

Thanks

[andy_ar]

Great, that did it.  

Activated and working, but if I need to use my VPN its going to break?  I travel to China and use Gmail/Gsuite so its a necessity to have

[LiquidTension]

Hi @andy_ar,

If you need to reinstall the program, you will unfortunately encounter the same issue. To workaround this, you will need to revert to the previous version of Malwarebytes (version 3.6.1) until a more permanent solution is found.

A link to the previous version installer can be found here: https://malwarebytes.box.com/s/plo5hdm39who0lwld7j1y5e55rum8z33

[garioch7]

I encountered a "Can't Connect to Licence Server" upon boot on both my personal desktop and a client's desktop today.  Neither computer is using a VPN or a proxy.

In the case of my computer, I have Bitdefender 2019 Total Security installed, which has a VPN option that I have never activated, but that might have messed with the winsock catalogue when BDTS 2019 was installed.

Interestingly, when the error message is acknowledged, and Malwarebytes is opened, all seems fine.  The Premium account information is accurate.

Submitted for your info.  Have a great day.

Regards,
-Phil

[nheimler]

Has there been anymore findings on this issue?  At the moment I just removed Malwarebytes until it's resolved.  I use a couple VPN options out there daily for what I do, so uninstalling them is not an option for me.  I'll just live without Malwarebytes until a resolution has been found.  Seems to be a too common of an occurrence now days, but I still try to stick it out and recommend despite the unusual issues that come up.

[LiquidTension]

7 minutes ago, nheimler said:

Has there been anymore findings on this issue?  At the moment I just removed Malwarebytes until it's resolved.  I use a couple VPN options out there daily for what I do, so uninstalling them is not an option for me.  I'll just live without Malwarebytes until a resolution has been found.  Seems to be a too common of an occurrence now days, but I still try to stick it out and recommend despite the unusual issues that come up.

We are in the process of working on a solution for the issue.

In the meantime, you can install version 3.6.1 if you wish. This version does not experience the same issue.
Here's a link to the installer: https://malwarebytes.box.com/s/plo5hdm39who0lwld7j1y5e55rum8z33

Once installed, you will need to disable one of the settings to prevent being notified about the 3.7.1 update (which does experience the issue).

• Open Malwarebytes.
• Click Settings.
• Turn the, "Notify me when full version updates are available" setting off.

Edited March 21, 2019 by LiquidTension

[andy_ar]

Old version or nothing.  I tried installing and uninstalling my VPN, but even for 2 hours it crashes everything.

 

 

[LiquidTension]

On 3/21/2019 at 3:19 PM, andy_ar said:

Old version or nothing.  I tried installing and uninstalling my VPN, but even for 2 hours it crashes everything.

I understand the frustration. We're currently working on a solution.

I'll provide an update to this topic as soon as possible.

[andy_ar]

Thanks!  Good to hear.  For now, I'm making it work 😉

Rather safe than sorry!