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Unable to Contact License Server and Malwarebytes Support Tool Errors


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Hi there,

Yesterday upon opening Malwarebytes I received an error message stating that Malwarebytes was unable to contact the license server (see attached).

I then downloaded the Malwarebytes Support Tool and uninstalled/deactivated Malwarebytes. I then reset my internet connection and reinstalled/reactivated Malwarebytes. The error message did not appear again for the rest of the day.

However, this morning I have received the same error message again when opening Malwarebytes. I have also tried to run the Malwarebytes Support Tool again to acquire the logs but am now receiving an error message stating that the tool was unable to launch successfully (see attached).

Can you please help/advise?

Unable to Contact License Server Error Message.PNG

Malwarebytes Support Tool Error Message.PNG

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***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

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1 minute ago, Dacer said:

I have also tried to run the Malwarebytes Support Tool again to acquire the logs but am now receiving an error message stating that the tool was unable to launch successfully (see attached).

Can you please help/advise?

Restart the computer and try to get the logs again.

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Yes Malwarebytes is installed and my account has been activated. I used the alternate DNS server from Google DNS as per the article and opened Malwarebytes again but still receive the same error message. I'm not sure if its relevant, but if I tell Malwarebytes to check for updates it will do so and it confirms that Malwarebytes is up to date.

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9 minutes ago, Dacer said:

Unfortunately there was no change. I disabled Norton and tried to run the downloaded mb-support-1.8.3.885 executable but still received the same error message when it tried to download FRST.

Have you tried to do a clean install of MB using the support tool? If not that would be my next step.

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Yes that's what I did yesterday which seemed to resolve the error message issue until this morning. I would try that again except that I receive that other error message when trying to run the support tool executable, so I'm not able to do it.

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Let see if you can get these logs instead.

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

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2 hours ago, Porthos said:

Restart the computer and try to get the logs again.

Seriously?  After three users have posted that disabling IPv6 on their machines solves this problem you still don't get that it is an issue with Malwarebytes IPv6 IP address?!

@Dacer,

If you disable IPv6 on your network connector does that help?

Instructions here:

https://medium.com/@JockDaRock/disabling-ipv6-on-network-adapter-windows-10-5fad010bca75

 

 

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14 minutes ago, Krusty said:

After three users have posted that disabling IPv6 on their machines solves this problem you still don't get that it is an issue with Malwarebytes IPv6 IP address?!

True BUT, there is still the issue of not being to get logs from the support tool and all of the system errors in the logs that we were able to get.

IPv6 has no bearing on getting support logs.

Also, There are better links to those instructions then someones blog. 😉 Like https://www.tenforums.com/tutorials/90033-enable-disable-ipv6-windows.html

Also not every one is not having the same issue. Mine is enabled and no issues.

 

 

2021-03-06_22h55_46.png

Edited by Porthos
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Just now, Dacer said:

Disabling IPv6 as described in the instructions does seem to have fixed the issue with the "Unable to Contact License Server" error. Enabling it again results in the error reoccurring.

Thanks for the info. Just to find out, can you actually run the support tool now now and attach the results?

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3 minutes ago, Dacer said:

Disabling IPv6 as described in the instructions does seem to have fixed the issue with the "Unable to Contact License Server" error. Enabling it again results in the error reoccurring.

Results speak for themselves!

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Just now, Porthos said:

It is interesting that both you and the poster are located in Australia. That can not a coincidence.

That may explain why setting an alternate DNS server helped as well.  Maybe it's a routing issue with one or more of the ISPs or backbone nodes in Australia?

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