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[ RESOLVED ] Installation token not found it does not let me add license key

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It was working fine and then it stopped by itself idk what happened. I tried to uninstall and removed every file from the registry and anywhere in the computer and reinstalled it, still the same issue

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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: 

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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:

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
    Repair menu_arrows.png
     
  7. Click the Gather Logs button
    Advanced_arrows.png
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer
    Advanced Gather Logs_arrows.png
     
  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Advanced Gather Logs completed_arrows.png
     
  10. Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so:
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Greetings,

Please try a clean install using the Malwarebytes Support Tool to see if that helps:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

If that fails to correct the issue then please try removing any VPN and/or proxy software you might have installed.  I noticed at least one listed in your logs, and while its startup EXE/link is disabled, its DLLs/drivers likely are not and may be the root cause of the issue, particularly since the most recent build of Malwarebytes is incompatible with any software that uses the older/now deprecated LSP/Winsock method of hooking into the network stack rather than the current standard WFP method.

Please let us know how it goes and if the issue is now resolved or not.

Thanks

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Excellent, I'm glad to be of service :)

If there's anything else we might assist you with please don't hesitate to ask.

Thanks

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Hi, I also have the same issue and followed the steps outlined above but the issue has not been resolved. Attached is the log. Please let me know if there is anything else I can do.

mbst-grab-results.zip

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Hi KatM.

Was August 4 the very first time that you ever installed Malwarebytes for Windows ?

or did you ever have a old version of Malwarebytes from before ?

+  how many times did you attempt to install Malwarebytes on August 4 ?   I seem to see  6 times on the same day.   which if correct, might well have led to the exception message you seem to refer to.

I will await your answers before providing next steps.

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Hi Maurice,

 

No this was not my first time installing Malwarebytes for Windows. I did a reset of my device last night. When I installed the software today and tried to enter my product key, it gave me the error message attached. I uninstalled and reinstalled the software a few times (probably six) to see if that would solve the issue but it did not so I looked on the forums for answers. Other steps I took included changing the host file on my computer and running the support tool the remove the software and repair it.#

Do you have any further suggestions?

Malwarebytes Installation Token Not Found.PNG

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You mentioned

Quote

I did a reset of my device last night.

Was that a Windows 10 O.S.  reset ?  or what exactly ?

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Yes, a Windows 10 OS reset - including fully cleaning the drive. It's a surface pro 3 (a few years old).

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Posted (edited)

OK.  Thanks for the detail, which does shed light on a underlying side effect from that OS Reset.

A OS Reset or sometimes a Windows re-install will result in a different machine ID as far as Malwarebytes is concerned.

If ever in future you need to do either of those types of Windows operations, you need to first do a Deactivate license operation from inside of Malwarebytes.

,

Please go slow and steady on all that follows.

For now I suggest you do a Windows Restart just to get a clear Windows reload.

Then login onto MyAcount at Malwarebytes portal and do a Deactivate all on that site.

( a )

Assuming you bought licenses directly from Malwarebytes, you would have supplied a Email at the original purchase.

That same email is what you should use to login to Malwarebytes MyAccount.

https://my.malwarebytes.com/en/login

If you have misplaced or do not have the password for that login, use the blue "Forgot password" link.

Keep in mind that the Email has to be valid and active.

( B )

Do a Deactivate all for the License.  when on MyAccount page for your license, look for the chevron symbol  & click it until you see your History on MyAccount like this

image.png.559c9b6f67d2ab707ca8279999ce3bf3.png

 

Do a online Deactivate.

Manage subscriptions in My Account  https://support.malwarebytes.com/docs/DOC-1032

[ C ]

Do a clean re-install.

Please try uninstalling and reinstalling Malwarebytes for Windows using our Support tool. Let me know if that clears up the issue or not.

Uninstall and reinstall using the Malwarebytes Support Tool
https://support.malwarebytes.com/docs/DOC-2674

 

[ D ]

Now do a license activation in the program Malwarebytes for Windows.

See   https://support.malwarebytes.com/docs/DOC-1142

 

Edited by Maurice Naggar

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Hi, similar problem here and uninstall an reinstall with Malwarebytes ST didn't help. I bought license today and I had MB already installed on this computer but my license I got from a friend run out month(s) ago. Please suggest since I really want to get protection back to my PC (Win10).

Kind regards.

image.png.34a0b423f30d958acc080c8c09945ecb.png

 

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@Th0rest   :welcome:

Do this one time only, please.    

Please try uninstalling and reinstalling Malwarebytes for Windows using our Support tool. Let me know if that clears up the issue or not.

Uninstall and reinstall using the Malwarebytes Support Tool

https://support.malwarebytes.com/docs/DOC-2674

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@Th0rest   only

    Download Malwarebytes Support Tool
    
    
    Once the file is downloaded, open your Downloads folder/location of the downloaded file
    Double-click mb-support-1.4.0.623.exe to run the report
        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!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    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 ZIP file in your next reply.

 

Thank you.

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7 minutes ago, Th0rest said:

here I am attachaing ZIP file as suggested.

Hosts File Blocks
==================================
Host data:    0.0.0.0 serius.mwbsys.com
Host data:    0.0.0.0 keystone.mwbsys.com

You need to reset your hosts file. https://support.microsoft.com/en-us/help/972034/how-to-reset-the-hosts-file-back-to-the-default

 

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7 minutes ago, Th0rest said:

@Maurice Naggar

thank you for your fast responses, here I am attachaing ZIP file as suggested.

mbst-grab-results.zip 415.67 kB · 0 downloads

Hello and Welcome @Th0rest

In your case, you have to remove these items from your hosts file, if you need help with that let us know.


0.0.0.0 serius.mwbsys.com
0.0.0.0 keystone.mwbsys.com

 

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Thank you, now activation went smoothly. Thank you very much both @Maurice Naggar @Firefox.

Prolly best support intervention ever and I use Internet since 1994 and been in many support convos (from gaming, services and lately crypto).  🔝

 

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Your quite welcome and we were happy to help you solve your issue.

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1 hour ago, Th0rest said:

Prolly best support intervention ever and I use Internet since 1994 and been in many support convos (from gaming, services and lately crypto).  🔝

😎

Bravo to all.  Porthos & Firefox.

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Closing this topic as it's been resolved.

 

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