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Unable to contact licensing server

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Today when I booted up my computer, malwarebytes had turned into the free version. I have a lifetime license and when I went to input my ID, I received the error that I was unable to contact the licensing server. 

I have restarted my computer and reinstalled malwarebytes using the support tool. Additionally I have turned off fast startup and reset my hosts file.

The support tool created a zip when it gathered logs which is attached.


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  • Staff

***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.













If you are having licensing issues, please do the following: 


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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  • Root Admin

The logs show that you ran our MBST tool and chose the Clean option. Which fully removed Malwarebytes.

The Event Logs show that you appear to have an issue with VSS (Volume Shadow Copy Service) please see below for methods to fix that.


Please download and run the following  Volume Shadow Copy Service (VSS), Diagnostic Tool, from Acronis

Acronis VSS Doctor

Free tool for diagnosing and repairing Volume Shadow Copy Service issues. Download link on the bottom of the page.
Download - Acronis VSS Doctor

In many cases, it can correct the issues on its own. If not, then it will give details on what may be causing the issues. Please save the report in text format and post back that log on your next reply.

You can also try the tool from Macrium Reflect if the Acronis tool did not work.

Macrium Reflect Volume Shadow Copy Service (VSS) Repair Tool

Once you've run the repair tool you need to restart your computer.
Then check your Event Logs to see if the error was corrected. You can post new logs from FRST which will also show the Event Log entries 

If you don't have System Restore enabled then please take this time to enable it. If possible choose 10% of your C drive to store Restore Points.

System Restore disabled or greyed out? Turn On System Restore in Windows 10


Once that has completed please restart the computer

The find and run the FRST program located here:  C:\Users\vinni\Downloads\FRSTEnglish.exe 

Click on the SCAN button. Make sure there is a check mark on the Addition.txt check box and attach the logs to your next reply



Thank you



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  • Root Admin

Please click on Start menu and type in PowerShell and when it shows on the menu right-click and select "Run as administrator" then copy  / paste the following code and press the Enter key to run  it.

Get-WinEvent -MaxEvents 100 -FilterHashtable @{
 LogName = "System" 
 StartTime = $date
} | Out-File c:\events.txt

Then find the file c:\events.txt and upload that please.

Thanks @84lemmings


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I received, "| Out-File c:\events.txt
Get-WinEvent : A null value was encountered in the StartTime hash table key. Null values are not permitted.
At line:1 char:1
+ Get-WinEvent -MaxEvents 100 -FilterHashtable @{
+ ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
    + CategoryInfo          : InvalidArgument: (StartTime:String) [Get-WinEvent], Exception
    + FullyQualifiedErrorId : NullNotAllowedInHashtable,Microsoft.PowerShell.Commands.GetWinEventCommand

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  • Root Admin

Okay, thanks. We'll run another program and I'll take a look


Please download MiniToolBox save it to your desktop and run it.

Checkmark the following check-boxes:

  • Flush DNS
  • Report IE Proxy Settings
  • Reset IE Proxy Settings
  • Report FF Proxy Settings
  • Reset FF Proxy Settings
  • List content of Hosts
  • List IP configuration
  • List Winsock Entries
  • List last 10 Event Viewer log
  • List Installed Programs
  • List Devices
  • List Users, Partitions and Memory size.
  • List Minidump Files

Click Go and post the result (Result.txt). A copy of Result.txt will be saved in the same directory the tool is run.

Note: When using Reset FF Proxy Settings option Firefox should be closed.


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  • Root Admin

Okay, about the only log error of potential value I'm seeing is from this.

Error: (03/24/2021 12:53:54 AM) (Source: Service Control Manager) (User: )
Description: The BcastDVRUserService_2b3b9 service failed to start due to the following error:
%%1053 = The service did not respond to the start or control request in a timely fashion.

Error: (03/24/2021 12:53:54 AM) (Source: Service Control Manager) (User: )
Description: A timeout was reached (30000 milliseconds) while waiting for the BcastDVRUserService_2b3b9 service to connect.




Please temporarily disable your Norton Antivirus and install Malwarebytes now and see if you can activate it.



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  • Root Admin

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following for Tips to help protect from infection

Thank you



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