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I can't active Premium , Error code MBAM404101 Installation token Not Found


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Hi Malwarebytes:

I have a new computer with Malwarebytes installed and trying Premium by 14 days.
I used the activation code to Premium on my computer tonight.
But I tried many times and kept getting the error code of MBAM404101 Installation token Not Found.

I also tried to log in to My Malwarebytes account to activate,
but still the same error.

I have no idea to find what's wrong ? 

I uploaded the Logs for you to analysis.

I hope you can help me , thanks.

mbst-grab-results.zip

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  • Staff

***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: 

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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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  • Staff

Greetings,

I'm sorry you're having trouble activating the software, but we'll do our best to help.

Please verify that the following processes/files are allowed in ESET's firewall and real-time protection components to make sure it isn't blocking Malwarebytes:

C:\ProgramData\Malwarebytes\MBAMService.exe
C:\ProgramData\Malwarebytes\mbam.exe

Once that is done, try activating Malwarebytes using your license key again to see if it now works and let us know how it goes.

Thanks

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Hi exile360:

I have set the two files of Malwarebytes to be excluded as you instructed.
Even I turned off ESET's firewall and protection ,also remove RAMDISK
But it still didn't work...
I have two other computers, one desktop and one laptop.
The environment of the two computers is almost the same as that of the computer in problem.
I installed ESET and RAMDISK and activated Malwarebytes Premium . I didn’t do anything else, but there were no problems.

By the way, the following processes/files are there:

C:\Program Files\Malwarebytes\Anti-Malware\MBAMService.exe
C:\Program Files\Malwarebytes\Anti-Malware\mbam.exe

I uploaded the Logs again for you to analysis. Thank you.

mbst-grab-results.zip

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I just downloaded the latest Malwarebytes offline installation file.
Use Malwarebytes Tools to clear the installed Malwarebytes.
After rebooting, the offline installation file was installed.
I re-entered my activation code and it worked!
I also changed the DNS of my router to 8.8.8.8 and 1.1.1.1.
I don't know if this part is related.
At least my problem has been solved.

Thank you for your replies for all.

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