Privacy cannot connect

[Wendy1]

I am now getting this error on three computers. "Please try restarting your computer. If the problem persists, contact support. I have tried restarting, but have not contacted support yet. I was mbst-grab-results.zipwondering if anyone else is having the same problem.

[Porthos]

27 minutes ago, Wendy1 said:

but have not contacted support yet

For now stick here as this is also support.

 

[Wendy1]

Ok. Thanks for replying. Any idea what is causing this issue?

[exile360]

Please try quitting Malwarebytes Premium to see if that has any effect on Malwarebytes Privacy.  You may do so by right-clicking the Malwarebytes tray icon and selecting Quit Malwarebytes then clicking 'Yes' if prompted by User Account Control.  Once that is done, wait around 30 seconds or so for the program to fully terminate from memory, then try connecting with Malwarebytes Privacy again and see if it now works or not.

Please let us know how it goes.

Thanks

[Wendy1]

Thanks for the quick reply. I just tried your suggestion and I still receive the same error.

[exile360]

OK, please try connecting to a different server in the VPN to see if that allows it to connect.

It's also been a while since the system was restarted according to the logs, so please try restarting the system to see if that helps.

[Wendy1]

I restarted the system, turned off premium and changed the vpn server. I still get the error. The MBVpn tunnel service hangs on starting and then stops. I also notice device setup manager service starts up at the same time I try to connect to a vpn server. Not sure if that matters.

[Bill_Lindy]

I am having the same issue. I tried closing Malwarebytes and was able to connect. This is not a permanent fix though. After rebooting I had to go through the process again. When I restart Malearebytes again I get a message "Unable to contact license server."  

I am running on 3 PCs only one is giving me a problem.

[exile360]

1 hour ago, Wendy1 said:

I restarted the system, turned off premium and changed the vpn server. I still get the error. The MBVpn tunnel service hangs on starting and then stops. I also notice device setup manager service starts up at the same time I try to connect to a vpn server. Not sure if that matters.

Yes, I saw some errors in your logs indicating issues with the service failing to install.  I'm not sure what's causing it, but it seems to be preventing the VPN from installing the service it needs to start.  I also noticed that the Malwarebytes Support Tool failed to run properly, likely due to the same issues.  Please try a clean uninstall/reinstall using the Support Tool to see if that makes any difference:

1. Run the Malwarebytes Support Tool
2. Accept the EULA and click Advanced tab on the left (not Start Repair)
3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here
   

If that doesn't fix the issue, please try running Windows Update to check for and install any available updates, restart if prompted to do so to allow the updates to finish installing and repeat this process until no new updates are found.  Once that is done, try Malwarebytes Privacy once more to see if it is now able to connect and let us know how it goes.

Thanks

38 minutes ago, Bill_Lindy said:

I am having the same issue. I tried closing Malwarebytes and was able to connect. This is not a permanent fix though. After rebooting I had to go through the process again. When I restart Malearebytes again I get a message "Unable to contact license server."  

I am running on 3 PCs only one is giving me a problem.

The issue you're experiencing has a completely different cause from the issue in this thread, though the results are the same.  Open Malwarebytes and access settings by clicking the small gear icon in the upper right, then select the Security tab and locate the Windows startup section and click on the Advanced link beneath it, then disable the option Enable self-protection module by toggling the switch to the off position and see if that fixes the issue while still allowing Malwarebytes Premium to remain active.

[Wendy1]

The clean MB install has not fixed the problem. Going to push updates. I know my son tried to update to 2004 build but it kept failing. I will see what I can do. I presume this will take a while, so this may be my last time on today. Thanks for all your help, so far!

[exile360]

You're welcome, I hope all goes well with the updates.  Please make sure you back up any critical files and information on the system before doing so just in case (a major issue isn't likely, but it's better to be safe than sorry).  It is possible that whatever caused the updates to fail previously is connected with the issues getting Privacy to function properly, especially since the main issue appears to be related to Privacy trying to install its service.

[Wendy1]

Hello, we had the power supply fail on this device, so the last few days were spent obtaining  new hardware. This computer is finally updated to 20H2, but we now get this error message when trying to start the VPN "We're having trouble reaching our registration server. Try again later or contact support."  Good news, only 2 out of 4 VPN's not working. Updating worked for another device and I just need to take the time to update the other one.

[exile360]

Hello again.  Please provide a fresh set of logs from the systems and we'll take a look:

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
   

Thanks

 

[Wendy1]

Here they are.

 

mbst-grab-results.zip

[exile360]

Thanks, it looks like it is saying that the limit of devices for the key was reached.  It's probably having trouble from all the reinstalls, but we should be able to get it working by removing any devices/installations which aren't active.  To do so, sign up for an account at My.Malwarebytes.com if you haven't done so already, then sign into your account and check what it shows under your subscriptions for Malwarebytes Privacy.  Instructions on signing up for your account can be found in this support article.

[Wendy1]

That worked! Looks like I only have one more computer to deal with which I will probably deal with after the holidays. Thanks so much for your help

[exile360]

Great, I'm glad that it worked

OK, for the last one just post back to let us know when you're ready to deal with it and we'll see about getting it up and running properly as well.

Happy holidays to you and your family.

[Wendy1]

I updated the last computer to 20H2 build last night and the VPN is working again. Thank you so much for your help. Have a wonderful holiday :)

[exile360]

That's excellent news, I'm very pleased to hear that you got the last one working as well.

Take care, and if there is anything else we might help with in the future please let us know.

Thanks