Malwarebytes Installation_token Not Found.

[ibanana]

I have waited over a day to use the key but still got the sa me error "Installation_token Not Found." Even checked my hosts file and clean reinstalled the program with Malwarebytes Support Tool.

 

My version of Malwarebytes is 4.1.0.56

mbst-grab-results.zip

[Malwarebytes]

***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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

• For use when you are on the forums and need to provide logs for assistance
• For use when you don't need or want to create a ticket with Malwarebytes
• For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

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1. Download Malwarebytes Support Tool
2. 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.
3. Place a checkmark next to Accept License Agreement and click Next
4. Navigate to the Advanced tab
5. The Advanced menu page contains four categories:
   • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
   • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
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   • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
6. To provide logs for review click the Gather Logs button
7. Upon completion, click OK
8. A file named mbst-grab-results.zip will be saved to your Desktop
9. Please attach the file in your next reply.
10. To uninstall all Malwarebytes Products, click the Clean button.
11. Click the Yes button to proceed. 
12. Save all your work and click OK when you are ready to reboot.
13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
14. Select Yes to install Malwarebytes.
15. Malwarebytes for Windows will open once the installation completes successfully.

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Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

[Firefox]

Hello and Welcome @ibanana....

At first glance I notice you have Malwarebytes installed in a non default drive, that is know to cause issues.

Malwarebytes Version Information
==================================
Controllers Version:     1.0.896
Database Version:        2020.05.15.18
Update Pkg Version:      1.0.23872
Installer Version:       4.1.0
Installation Token:
Machine ID:              156e4dfb26752294d8db643ded9f2923f12283d3
Machine ID (MBST):       156e4dfb26752294d8db643ded9f2923f12283d3
License State:           free
Trial Used:              False
Installation Date:       05/14/2020
Version Installed:       Malwarebytes version 4.1.0.56
Installation Directory:  D:\Malwarebytes\

 

Using the same tool you used to gather the logs, go through the steps to do a Clean Re-Install, when you reboot be patient and wait for the prompt to re-install Malwarebytes as it could take a while for it to come up.  When it does come up, install Malwarebytes with the default path of C:\Program Files\Malwarebytes\Anti-Malware\ rather than installing on the D Drive.

Edited May 15, 2020 by Firefox
added path

[ibanana]

On 5/15/2020 at 10:23 PM, Firefox said:

Hello and Welcome @ibanana....

At first glance I notice you have Malwarebytes installed in a non default drive, that is know to cause issues.

Malwarebytes Version Information
==================================
Controllers Version:     1.0.896
Database Version:        2020.05.15.18
Update Pkg Version:      1.0.23872
Installer Version:       4.1.0
Installation Token:
Machine ID:              156e4dfb26752294d8db643ded9f2923f12283d3
Machine ID (MBST):       156e4dfb26752294d8db643ded9f2923f12283d3
License State:           free
Trial Used:              False
Installation Date:       05/14/2020
Version Installed:       Malwarebytes version 4.1.0.56
Installation Directory:  D:\Malwarebytes\

 

Using the same tool you used to gather the logs, go through the steps to do a Clean Re-Install, when you reboot be patient and wait for the prompt to re-install Malwarebytes as it could take a while for it to come up.  When it does come up, install Malwarebytes with the default path of C:\Program Files\Malwarebytes\Anti-Malware\ rather than installing on the D Drive.

I have clean re-installed into C:\Program Files\Malwarebytes\Anti-Malware\ using the support tool and it's still having the same Installation token not found error. Even waited a day and restarted my PC a few times.

mbst-grab-results.zip

[Firefox]

I see you are using some VPN software, are you currently connected to a VPN? Try disconnecting from the VPN and see if it works then?

VPN - VPN Client: SoftEther Lightweight Network Protocol -> SeLow (enabled)

[ibanana]

On 5/18/2020 at 10:56 PM, Firefox said:

I see you are using some VPN software, are you currently connected to a VPN? Try disconnecting from the VPN and see if it works then?

VPN - VPN Client: SoftEther Lightweight Network Protocol -> SeLow (enabled)

Sorry as I haven't been checking in lately, I have uninstalled SoftEther VPN. No VPN was used during activation. I performed a clean re-install again with MBST and it keeps on showing Installation token not found again.

mbst-grab-results.zip

[Firefox]

Thanks @ibanana for getting back to us and giving us new logs. Sorry to hear your still having issues.  I do see that NordVPN is still showing in the logs.

I will have someone from the team review your logs to see if they can find something else that may be causing your issue.

@AdvancedSetup or @LiquidTension

[ibanana]

I have already tried disabling NordVPN when activating my malwarebyte license but it is still showing the same error.