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inFidel

Malwarebytes unable to connect the service - Malwarebytes installation toke

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Well, I've seen many threads but all of them are closed so I have to open a new one in order to get help.

I had some old version of Malwarebytes on my PC that I don't even know the source. I'm saying that because it might be that it was installed by my brother from unknown sources that might have affected my system, firewall or something else. I guess that might be important information.

Today I downloaded the latest version and bought a 4-year license.

As soon as I installed the program I got a pop-up that MBAM was unable to connect the service. Then I tried adding a license and I got both errors mentioned in the title.

error1.jpg

error2.jpg

 

I've downloaded the 'MalwareBytes Support Tool' and I tried the 'repair' option first which didn't work. Then I tried the 'clean' option but I got the same error(s).

I'm attaching the log so you can check it and see what is going on.

 

Thanks in advance,

Jose

mbst-grab-results.zip

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows 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 on the left column

    mbst_get_started.jpg
     
  7. Click the Gather Logs button

    mbst_advanced_gather_logs.jpg
     
  8. A progress bar will appear and the program will proceed with getting logs from your computer

    mbst_getting_logs.jpg
     
  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

    mbst_log_saved_desktop.jpg
     
  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,

I believe I see what the problem is.  Please remove these entries from your HOSTS file:

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

If you need instructions on how to reset the HOSTS file you will find them in this Microsoft support article.

Once that is done, restart your computer and try activating Malwarebytes with your license key again to see if it now works.

Please let us know how it goes and if you have any additional issues or questions.

Thanks

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Morning.

That was a very quick and effective solution.

Funny thing is that I've checked the hosts file already but since I have many entries I didn't check each one but used the 'find' option instead but couldn't find anything with the terms I typed.

The bottom lines were removed and now everything is ok.

mbam.jpg

 

Thanks a lot, cheers!

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Excellent, I'm glad you were able to resolve the issue.  If there is anything else we might assist you with please let us know.

Thanks

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Well, since you're asking I have a question regarding the near future...

 

 If I reinstall the whole Windows system (plan to upgrade to a bigger SSD in the next few months), will I be able to use the same license? Is there some kind of procedure regarding deactivating the license for the system that doesn't exist anymore and activating it on a new one?

I believe when I replace the main drive (where Windows is located) it will change the physical MAC address and other parameters tied to the license. 

It would be good to know in advance the steps necessary to exchange the license on a new system.

Thanks.

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You should deactivate your license before reinstalling Windows.  To do so, open Malwarebytes and click on the gear icon to access settings and select Account Details and click on Deactivate which will revert it to free mode so that you may reactivate it once you've reinstalled Windows and reinstalled Malwarebytes on your new OS.

Also, if you haven't done so already you should sign up for an account at My.Malwarebytes.com using, if possible, the same email address you used when you originally purchased your license.  Instructions on doing so can be found in this support article and if you need to add your license to your account manually you'll find instructions on doing that in this support article.  Once that is all set up you'll be able to manage your licenses from the website so even if your system is unavailable you'll still be able to deactivate your license key so that you may install it on a new system or installation.  More details on managing licenses via My.Malwarebytes.com can be found in this support article.

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There is something weird with that form.

When I try to sign up with the e-mail address (used when purchased the license), it says: "User is already registered"

But when I try to sign in and type the same e-mail address, it says: "Sorry you do not have an account in this system. If you believe you have an account and are unable to login, please contact Malwarebytes Support"

I will keep trying but these errors don't make much sense.

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P.S. I managed by clicking the "Set up your account" in the e-mail received when purchasing the license.

Then I was brought to a "simplified" form where I just needed to type the new password and confirm it below.

 

But you (or the ones in charge of that) might want to check the above form because the error was strange and might be worth looking into it.

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That is odd.  Yes, I'll definitely report it to the web team in charge of the page.  Which page exactly did you have trouble with?  The one linking to the Support contact form, or the main page at My.Malwarebytes.com where you sign up for an account to manage your licenses (or both)?

Please let me know and I'll be sure to report the issue to the web team so that they may investigate and hopefully get it fixed.

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The main page - https://my.malwarebytes.com/en/login

If I go now to the page I am able to sign in with no issues but when I needed to set a new password I couldn't do anything from that page.

 

As stated - if I try to sign in it, tell me that such account does not exist and if I try to sign up, it tells me that the user is already registered.

 

I've tried multiple times and it was the same result, until I found an alternative way - by using a different link from the e-mail itself.

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That is odd.  I was just able to sign in there.  It might be a browser issue, you might try a different web browser to see if that makes any difference.  What web browser are you using when you're experiencing the problem?

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