Unable to connect to license server

[plusrw]

Hi,

 

I am having this issue, i have tried solutions via other threads that are similar to my issue but none seem to be working. My hosts files do not have any addition text in them, I have tried disabling windows firewall and allowing access to Malwarebytes but still no luck.

 

I've attached my logs from the support tool in hope that someone could help with this, sorry if a solution has already been posted but I am all out of luck here and desperate to get malwarebytes activated on my PC.

mbst-check-results.txt

[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:

Spoiler

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.
   •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
   • 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.

Screenshots:

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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/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

[plusrw]

I can't seem to edit the first post so thought I'd note here;

 

I have recently factory reset my PC (about 1 week ago) and before, the same problem occurred which led to me thinking it might've been some program I've downloaded blocking but this still occurs after a reset which means it must be my interest provider blocking this?

[1PW]

Hello @plusrw and

New members are disallowed from editing their posts due to an ongoing problem with spammers.

The Windows system of the computer in question must have unimpeded Internet access with all Malwarebytes Servers. For the Malwarebytes product licensing activation procedure to succeed and sustain, this condition, on that computer, must be corrected in either of two ways:

1) (Preferred) Reset the Windows HOSTS file to its default by following Microsoft's support document for the version of Windows installed using: How to reset the Hosts file back to the default
or
2) With a text editor or the Windows Notepad utility, please open the HOSTS file at:

   %WinDir%\System32\drivers\etc\HOSTS     ( C:\WINDOWS\System32\drivers\etc\HOSTS }

3) Then, please permanently delete the following present entry lines in the above HOSTS file followed by a save:

   0.0.0.0 serius.mwbsys.com
   0.0.0.0 keystone.mwbsys.com

4) Then, restart Windows 10 and proceed to activate the Malwarebytes 4 for Windows (MB4) product license.

5) Then, please reply to this topic and let the forum know if the Malwarebytes license activation process succeeded.

Thank you.

Reference: Firewall Rules for Malwarebytes on Windows devices

Edited July 16, 2020 by 1PW

[plusrw]

39 minutes ago, 1PW said:

Hello @plusrw and

New members are disallowed from editing their posts due to an ongoing problem with spammers.

The Windows system of the computer in question must have unimpeded Internet access with all Malwarebytes Servers. For the Malwarebytes product licensing activation procedure to succeed and sustain, this condition, on that computer, must be corrected in either of two ways:

1) (Preferred) Reset the Windows HOSTS file to its default by following Microsoft's support document for the version of Windows installed using: How to reset the Hosts file back to the default
or
2) With a text editor or the Windows Notepad utility, please open the HOSTS file at:

   %WinDir%\System32\drivers\etc\HOSTS     ( C:\WINDOWS\System32\drivers\etc\HOSTS }

3) Then, please permanently delete the following present entry lines in the above HOSTS file followed by a save:

   0.0.0.0 serius.mwbsys.com
   0.0.0.0 keystone.mwbsys.com

4) Then, restart Windows 10 and proceed to activate the Malwarebytes 4 for Windows (MB4) product license.

5) Then, please reply to this topic and let the forum know if the Malwarebytes license activation process succeeded.

Thank you.

Reference: Firewall Rules for Malwarebytes on Windows devices

A life-saver.

 

I had previously tried to delete the hosts manually from the hosts file however when creating a completely new file, that seemed to fix the issue I was facing. Thanks for your help 1PW.

[1PW]

Hello @plusrw:

Your welcome.

Cheers

[AdvancedSetup]

Unless the hosts entry is blocked with some other security software, if you run a Threat scan with Malwarebytes it should list our license server as an item that needs to be fixed. Then if you allow the scan to fix / remove what it finds it should automatically fix the hosts file for you.

 

[plusrw]

5 hours ago, AdvancedSetup said:

Unless the hosts entry is blocked with some other security software, if you run a Threat scan with Malwarebytes it should list our license server as an item that needs to be fixed. Then if you allow the scan to fix / remove what it finds it should automatically fix the hosts file for you.

 

For some reason, when I manually edited the hosts files it did not recognise my edit and was still showing the error when trying to connect to server but when I created a completely fresh hosts file, that somehow fixed the issue, even though both hosts files were identical.

 

No security software is installed on my PC other than Malwarebytes. 

[AdvancedSetup]

All good. As long as it's working now that's what counts.

Is there anything else we can assist you with @plusrw