Unable to contact license server

[Ben2]

I tried restarting my PC and installing a fresh copy of Malwarebytes. Neither worked and I'm not sure how to fix this. 

[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
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   • 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.
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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. 
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[Ben2]

Here are the log files.

mbst-grab-results.zip

[Porthos]

3 hours ago, Ben2 said:

Here are the log files.

Was your VPN on at the time?

[Ben2]

44 minutes ago, Porthos said:

Was your VPN on at the time?

No, I was not using a VPN.

[Porthos]

Is it occurring every time you open MB?

[Ben2]

1 hour ago, Porthos said:

Is it occurring every time you open MB?

yes

[Porthos]

I am going to have @AdvancedSetup look over the system errors shown in your logs and assist.

[AdvancedSetup]

Please try changing your DNS temporarily to Google Public DNS

https://developers.google.com/speed/public-dns/docs/using

 

Are you still using the Nord VPN? I'm not sure if it's their driver that put it in but the network connection for WireGuard is quite old at this point.

 

Please do a Clean Removal of both products using our MBST tool.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

The tool will not automatically reinstall Privacy VPN so once you have MB4 up and running and working, then go ahead and download and reinstall Malwarebytes Privacy

Malwarebytes Privacy offline installer
https://downloads.malwarebytes.com/file/mbprivacy-offline

Then one Malwarebytes Privacy is running go to the Settings and check for updates

Let me know if that corrects the issue or not

Thanks @Ben2

 

[Ben2]

14 hours ago, Porthos said:

I am going to have @AdvancedSetup look over the system errors shown in your logs and assist.

Thanks for the help Porthos.

14 hours ago, AdvancedSetup said:

Please try changing your DNS temporarily to Google Public DNS

https://developers.google.com/speed/public-dns/docs/using

 

Are you still using the Nord VPN? I'm not sure if it's their driver that put it in but the network connection for WireGuard is quite old at this point.

 

Please do a Clean Removal of both products using our MBST tool.

Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool

The tool will not automatically reinstall Privacy VPN so once you have MB4 up and running and working, then go ahead and download and reinstall Malwarebytes Privacy

Malwarebytes Privacy offline installer
https://downloads.malwarebytes.com/file/mbprivacy-offline

Then one Malwarebytes Privacy is running go to the Settings and check for updates

Let me know if that corrects the issue or not

Thanks @Ben2

 

I changed my DNS, but still had an issue activating my license for the reinstall. After I restarted my computer, the error did not show up. I have attached the log file and a screenshot of what happened.

mbst-clean-results.txt

[AdvancedSetup]

2 hours ago, Ben2 said:

After I restarted my computer, the error did not show up.

Thank you @Ben2

So is Malwarebytes activated now or not?

 

[Ben2]

Yes, it is  activated. The error hasn't showed up either. Could there be an issue with my home network?

[AdvancedSetup]

I believe ultimately it is/was due to your DNS entry not finding our license server or finding it but only having partial IPv6 support.

If all is working well now then you shouldn't experience the issue anymore I wouldn't think, but if you do let us know and we can dig in further.

Thank you and have a great week. Stay safe out there @Ben2

Cheers