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New Malware Antimalware, cannot enter ID and Key

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I have not seen my Malware anti perform and so I opened it manually and see that I needed to activate it again.

Upon entering my ID and Key, clicked enter, and got this message.

Network settings

Unable to contact licensed server. Check your network settings or contace your system administrator. I clicked "OK" and this message

popped up.

There was a problem validating SSL certificates. Please launch internet explorer once and then try the operation again.

I did and the same problem exists. So I attempted this 3 different times with no improvement. All my other programs open and work fine.

Thanks for your time and expertise.


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***This is an automated reply***


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:

  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.













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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

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Please do the following so that we may take a look and try to determine what is causing the issue:

  1. Download and 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


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OK, please try creating a new user account and see if restarting the system and logging into the new user account allows you to run the tool and perform the clean install, then see if Malwarebytes works properly.  Instructions on creating a new user account in Windows 10 can be found in this Microsoft support article.

Please let us know how it goes.


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I lost my Malwarebytes desktop icon, went to program and features and no malwarebytes listed. So I downloaded and installed Malwarebytes anti virus and now all is working ok. Don't know what happened. Sees the key and ID just fine.

Will start computer tomorrow and see how it acts.

Thanks for your time and efforts exile. Much appreciated.


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Odd, but I'm glad that you were able to get it working.  I kept suspecting either a permissions problem or corrupt user profile might have been behind it, especially once you mentioned that you couldn't even get the Support Tool to run with admin privileges, but as long as the program is back up and running and working normally it should be fine.

I would suggest going ahead and restarting the system a few more times, just to make sure that Malwarebytes runs on boot and works normally as it should and continues to function properly.

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