Installation Token Not Found When Trying to Activate License

[Sadasity]

I just purchased a license through Malwarebytes, installed the software but I'm getting this Installation Token not found error message when activating my license. Activating through the website also doesn't activate the software. Attached are the logs.

mbst-grab-results.zip

[Malwarebytes]

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[exile360]

Greetings,

Please try creating exceptions in BitDefender for Malwarebytes using the list of files in this support article and hopefully this will allow you to activate your license.

If that fails then please try temporarily removing BitDefender and do the following:

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 decline when it asks you if you wish to have the tool reinstall Malwarebytes (you will reinstall it, just not yet)
   

Once that is done, download and reinstall the latest version of Malwarebytes from here and then try activating it with your license key.

Once that is complete go ahead and reinstall and reactivate BitDefender.

If the issue still remains unresolved then please create a fresh set of logs from the Malwarebytes Support Tool and attach the ZIP file to your next reply.

Thanks

[LiquidTension]

Hi @Sadasity,

Activation is failing due to machine being rate limited by the Malwarebytes license server. This is typically caused by too many activation attempts in quick succession from the same machine.

You may need to wait a few hours without performing any activation attempts and then try a single attempt to activate with the correct license key.

[Sadasity]

5 minutes ago, LiquidTension said:

Hi @Sadasity,

Activation is failing due to machine being rate limited by the Malwarebytes license server. This is typically caused by too many activation attempts in quick succession from the same machine.

You may need to wait a few hours without performing any activation attempts and then try a single attempt to activate with the correct license key.

I've been getting this message since my first attempt.

 

19 minutes ago, exile360 said:

Greetings,

Please try creating exceptions in BitDefender for Malwarebytes using the list of files in this support article and hopefully this will allow you to activate your license.

If that fails then please try temporarily removing BitDefender and do the following:

 

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 decline when it asks you if you wish to have the tool reinstall Malwarebytes (you will reinstall it, just not yet)

 

Once that is done, download and reinstall the latest version of Malwarebytes from here and then try activating it with your license key.

Once that is complete go ahead and reinstall and reactivate BitDefender.

If the issue still remains unresolved then please create a fresh set of logs from the Malwarebytes Support Tool and attach the ZIP file to your next reply.

Thanks

Attached are new logs showing both were uninstalled and Malwarebytes was installed manually with Bitdefender still uninstalled. Same issue.

mbst-grab-results.zip

[exile360]

Thank you.  It is odd that I keep seeing this entry in your logs; it definitely shouldn't be there as Malwarebytes isn't supposed to create a startup entry in this location:

Malwarebytes Startup Entries
==================================
Location: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup\Malwarebytes.lnk
Malwarebytes                                                 [Malwarebytes.lnk]

If you created that entry yourself it's fine, but otherwise it might be a leftover from one of the much older versions of Malwarebytes (like Malwarebytes 1.x or 2.x).  I don't know if it's related to the problem you're experiencing and I doubt that it is, but it is still quite curious.

The new set of logs shows BitDefender as still being installed but with most of its components inactive.  I don't think there are any known conflicts with BitDefender and Malwarebytes but I just wanted to eliminate it as a potential cause just in case.  It may be that for some reason the licensing server had an issue when you first tried activating your license so please try what LiquidTension suggested and wait a few hours then try to activate Malwarebytes again and hopefully it will work this time.  If it doesn't, please post back and let us know.

I'm sorry that I don't have a more immediate solution for you, but hopefully that will resolve it.

[Sadasity]

2 minutes ago, exile360 said:

Thank you.  It is odd that I keep seeing this entry in your logs; it definitely shouldn't be there as Malwarebytes isn't supposed to create a startup entry in this location:

 

Malwarebytes Startup Entries
==================================
Location: C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup\Malwarebytes.lnk
Malwarebytes                                                 [Malwarebytes.lnk]

 

If you created that entry yourself it's fine, but otherwise it might be a leftover from one of the much older versions of Malwarebytes (like Malwarebytes 1.x or 2.x).  I don't know if it's related to the problem you're experiencing and I doubt that it is, but it is still quite curious.

The new set of logs shows BitDefender as still being installed but with most of its components inactive.  I don't think there are any known conflicts with BitDefender and Malwarebytes but I just wanted to eliminate it as a potential cause just in case.  It may be that for some reason the licensing server had an issue when you first tried activating your license so please try what LiquidTension suggested and wait a few hours then try to activate Malwarebytes again and hopefully it will work this time.  If it doesn't, please post back and let us know.

I'm sorry that I don't have a more immediate solution for you, but hopefully that will resolve it.

No worries, I will wait it out for a couple hours. Bitdefender is completely uninstalled though. The shortcut link to that file location is dated 11/3/2017. I've removed it manually.

[exile360]

It looks like BitDefender left some data behind then, because it's still showing up in your latest logs:

AntiSpyware Information
==================================
Anti-Spyware Product :     Malwarebytes
    Up To Date:    Yes    Enabled:    On
Anti-Spyware Product :     Windows Defender
    Up To Date:    Yes    Enabled:    Off
Anti-Spyware Product :     Bitdefender Antispyware
    Up To Date:    Yes    Enabled:    On

It could just be that it left some registry traces/data behind and that's why it's still showing up.  You could try their clean uninstall tool for your product which should be available here but it's probably not necessary and more than likely the issue will be resolved just by waiting a few hours then trying the activation again.

[Sadasity]

Rate limit was the problem. It's activated now. Thanks all!

[exile360]

That's excellent, I'm glad to hear it !

Thanks @LiquidTension for providing the solution