Installation_token Not found [Brand new SSD, brand new windows 10 install]

[andregzam]

Hi

I'm having trouble with my malwarebytes activation, already tried several times, including reinstalling with the cleanup tool or whatever the name is. Activating through chrome does nothing at all, asks to open the program but again, nothing happens. 

It's also a brand new SSD, brand new windows 10 install. Already deactivated everything through my subscriptions.

Attaching log files as solicited on other forum posts.

 

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.
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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.
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14. Select Yes to install Malwarebytes.
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[exile360]

Greetings,

I'm sorry you're experiencing this issue.  You are not the first to report this issue recently so I will be reporting this to the Product team for further investigation in case it is some kind of bug or network/server issue on Malwarebytes' end.

In the meantime, please try waiting a few hours and then try again to see if it works just to make certain it hasn't temporarily locked out the key due to too many attempts in close proximity to one another and post back to let us know how it went.

Thanks

[andregzam]

 

2 hours ago, exile360 said:

Greetings,

I'm sorry you're experiencing this issue.  You are not the first to report this issue recently so I will be reporting this to the Product team for further investigation in case it is some kind of bug or network/server issue on Malwarebytes' end.

In the meantime, please try waiting a few hours and then try again to see if it works just to make certain it hasn't temporarily locked out the key due to too many attempts in close proximity to one another and post back to let us know how it went.

Thanks

Thanks for answering!

I let it rest for about 3 hours or so, just tried putting the code again but still no luck. I'll do another clean/install to see if it works, if not then I'll let it rest for the night and check again tomorrow morning. 

[andregzam]

3 hours ago, exile360 said:

Greetings,

I'm sorry you're experiencing this issue.  You are not the first to report this issue recently so I will be reporting this to the Product team for further investigation in case it is some kind of bug or network/server issue on Malwarebytes' end.

In the meantime, please try waiting a few hours and then try again to see if it works just to make certain it hasn't temporarily locked out the key due to too many attempts in close proximity to one another and post back to let us know how it went.

Thanks

Okay I've a problem.

I realized that I have "Malwarebytes Undefined 4.1.2". I tested a few the links/connections that the app should be able to connect to and I cannot connect to these ones: 

- http://my-device.malwarebytes.com:443/ (Used to register your installation with Malwarebytes My Account portal, my.malwarebytes.com.)

- http://keystone.mwbsys.com:443/ (Used to validate your Malwarebytes Premium subscription.)

I couldn't connect to other ones neither but I think those 2 are the "important" ones for my license problem. Idk what to do? 😧 Already enabled Malwarebytes on my firewall so I really have no clue what to do.

[andregzam]

3 hours ago, exile360 said:

Greetings,

I'm sorry you're experiencing this issue.  You are not the first to report this issue recently so I will be reporting this to the Product team for further investigation in case it is some kind of bug or network/server issue on Malwarebytes' end.

In the meantime, please try waiting a few hours and then try again to see if it works just to make certain it hasn't temporarily locked out the key due to too many attempts in close proximity to one another and post back to let us know how it went.

Thanks

OKAY I'm sorry for so many quotes on your reply, but I fixed it. 

Well "I" didn't fixed it, but I uninstalled everything I installed before Malwarebytes then cleaned up MB then installed again and it now worked :)! 

I don't know how to close the topic? But case closed  

[exile360]

Wow, that's excellent news, I'm glad you were able to resolve the issue !

If you wouldn't mind, could you share any additional details as to what you removed that allowed Malwarebytes to work?  It may help with these other cases I'm seeing recently as they may also be running one of the same applications which may be causing the issue.

[exile360]

In fact, you could post a fresh set of logs from the Support Tool and that should be sufficient as we can compare your system now vs how it was when the issue was still occurring:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply
   

[andregzam]

9 minutes ago, exile360 said:

In fact, you could post a fresh set of logs from the Support Tool and that should be sufficient as we can compare your system now vs how it was when the issue was still occurring:

 

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

 

I pretty much just uninstalled Utorrent. Never had this problem before (MB vs Utorrent) but now it happened, so that's a first. I also had installed Epic Games Launcher but I really didn't think that would be an issue, and it wasn't.

By the way, I checked my firewall and still no inbound/outbound from MB, but the premium activation worked from my account page so I don't know if I should do something? Or maybe I didn't look for the right rules? I really don't know much about firewall so yeah...

And actually, after restarting the laptop from uninstalling utorrent/cleaning up mb/installing mb, malwarebytes didn't say "undefined" anymore, it said premium trial again (before activating w/ my code)

Thanks!

Files:

mbst-grab-results.zip

[exile360]

Yes, that's odd unless perhaps uTorrent is bundling some sort of VPN or similar that is also installing alongside it and preventing Malwarebytes from connecting.  I will be sure to make a note of this for testing an analysis, thank you for all your help, and if you encounter any further problems please let us know.

Thanks