Cannot activate license: installation_token not found

[Ruvon]

Hi there,

the programme suddenly reset to free version, and I couldn't activate it anymore, thanks to the installation_token error. tried everything I found in other threads, uninstalled all my vpns. windows is fully updated. still same error after a clean install with the support tool. logs from support tool are attached.

mbst-grab-results.zip

[Malwarebytes]

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[Ruvon]

thx bot, already did that

mbst-grab-results.zip

[exile360]

Greetings,

I noticed your logs show that User Account Control is not set to defaults.  It may be unrelated, however Malwarebytes like more modern software is coded to be fully UAC compliant and compatible so it may be worth a try to reset UAC to default and see if that helps:

UAC Settings
==================================
EnableLUA:                      On
Consent Prompt Behavior Admin:  Off

Instructions on resetting UAC can be found on this page.

Beyond that, if you haven't already, I would suggest signing up for an account at My.Malwarebytes.com to manage your license(s) for Malwarebytes using, if possible, the same email address you used when you originally purchased your license.  Instructions on doing so may be found in this support article.  If you aren't able to use that original email address because, for example, it is no longer active or you no longer have access to it for some reason then use your current email address and try adding your license to your account as shown in this support article.  If you were successful in getting your account created and getting your license to show up there, then please try deactivating your previously active device to free up your license to be able to activate it on your current device/installation to see if that resolves the issue.  You can totally reset your license using the Deactivate all function described in this support article.

After that, if the problem still persists, then please contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you further.

I hope this helps, and if there is anything else we might assist you with please let us know.

Thanks

[Ruvon]

Hi exile,

after going through that, it seems it has nothing to do with the UAC settings as you suggested, unfortunately, but also not very surprisingly. My account is set up just fine, there is no general problem with the license, it works fine on all other devices and still has plenty activations left.

Booting into safe mode with networking allowed me to activate Malwarebytes, but, nevertheless, it's still not working right; when back at normal system conditions it's not correctly integrated and for some reason windows defender keeps complaining.

Cheers for your help though

[exile360]

Try opening Malwarebytes and going to Settings>Application and under the option for registering Malwarebytes in the Windows Action Center select the option not to register it with the Action Center, then reboot and see how things are with Defender.

If things are OK now, return to the same setting in Malwarebytes and select the default option once more to have Malwarebytes decide whether to register with the Action Center and reboot once more to verify that everything is OK with Defender, Malwarebytes and the Windows Action Center.

[Ruvon]

Thanks for the suggestion,

unfortunately that didn't change anything. Seems like I'll have to go for a clean install of Win when I find the time.
I dream of the day when software and OS will learn to play nicely 😅

[Maurice Naggar]

Hello @Ruvon

I noticed in your report files that there were many install / re-installs on the 4th of August.  All those many attempts can lead to the "installation token not found" issue.

Please consider the following tips to get the situation cleared up.

Please go slow and steady on all that follows.

 

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

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

click the chevron icon to see detail, as needed

 

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

[Ruvon]

Hi Maurice,

thanks for chiming in. As I said in my original post, I already followed through with these instructions (as well as any other possible solutions that I could find on this forum) 🙂
The many uninstall - reinstalls were following up after the issue with the install_token arose, not the other way around.
Anyway, when I followed through with your instructions, that you had also already posted in other threads of similar issues, a few days ago it did not change anything, sadly.

[Maurice Naggar]

Very sorry to hear that.  Now then, if you have not does so before, be sure you have a Support ticket for further help.

https://support.malwarebytes.com/community/contactsupport/pages/home-support