Jump to content

Recommended Posts

I can't activate my license, every time it says that token not found.

I tried the Support tool Clean process, but nothing happened. I collected logs,  if somebody could help me, that would be grate :)

mbst-grab-results.zip

Share this post


Link to post
Share on other sites

***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:

     notify me.jpeg  

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.

mb_attach.jpg.220985d559e943927cbe3c078b
 

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

 

Share this post


Link to post
Share on other sites

Hello @viktorrules and :welcome:

Thank you for the valuable mbst-grab file.  The logs show an incomplete install of MB4.

Since you have already downloaded the Malwarebytes Support Tool, please sequentially follow all the steps within the Uninstall and reinstall using the Malwarebytes Support Tool document.

In your next reply to your topic, please let the forum know if you were successful.  If unsuccessful, please include a fresh mbst-grab-results.zip archive.

Thank you.

Edited by 1PW

Share this post


Link to post
Share on other sites

Hi @viktorrules,

Thanks for the logs. There's no indication this is being caused by a network issue.

Please do the following:

  • Wait at least 2 hours without attempting to activate your Malwarebytes product.
  • Enable debug logging (Open Malwarebytes -> Settings -> General -> Turn "Event log data" on).
  • Attempt to activate once.


If activation fails, please rerun the Malwarebytes Support Tool, gather logs once more and attach the new mbst-grab-results.zip.
Also, to check if there's an issue with the key, please send me a private message with the license key you're attempting to activate with.

Edited by LiquidTension

Share this post


Link to post
Share on other sites

Thanks for the file.

To check if there's an issue with the key, please could you send me a private message with the license key you're attempting to activate with.

Share this post


Link to post
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Recently Browsing   0 members

    No registered users viewing this page.

×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.