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Unable to contact license server issue


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I recently bought a license and I can't activate it

When I try to activate it, 2 messages pop up:
(1)"Unable to contact license server. Check your proxy settings or contact your system administrator for help."
(2)"Installation_token Not Found"

I have made a new hosts file, used the clean option in the mb support tool, rebooted my PC, i did pretty much everything but it still wont seem to work, keep getting the same messages when i try to activate it.

I will attach the logs from the support tool.

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: 

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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:welcome:

Some of the logs were cut off.

  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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  • Root Admin
  • Solution

Hello @ThomasZ3

The system is showing some internal issues and errors. Please run the following fix and we'll see if we can get this resolved for you.

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real time antivirus or security software before running this script. Once completed make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

  • Thanks 1
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  • Root Admin

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.

 

 

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  • Root Admin

Please open an elevated admin command prompt and type in the following or copy/paste and press the Enter key

curl -v --sslv3 https://keystone.mwbsys.com

Post back the results

 

Then do the same thing for this one

curl -v --sslv3 https://sirius.mwbsys.com

Post back the results

 

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Results for: 

curl -v --sslv3 https://keystone.mwbsys.com

* Rebuilt URL to: https://keystone(dot)mwbsys(dot)com/
*   Trying 35.170.121.74...
* TCP_NODELAY set
* Connected to keystone.mwbsys.com (35.170.121.74) port 443 (#0)
* schannel: SSL/TLS connection with keystone.mwbsys.com port 443 (step 1/3)
* schannel: checking server certificate revocation
* schannel: AcquireCredentialsHandle failed: SEC_E_ALGORITHM_MISMATCH (0x80090331) - Client e server non possono comunicare perché non dispongono di un algoritmo comune.
* Closing connection 0
* schannel: shutting down SSL/TLS connection with keystone.mwbsys.com port 443
curl: (35) schannel: AcquireCredentialsHandle failed: SEC_E_ALGORITHM_MISMATCH (0x80090331) - Client e server non possono comunicare perché non dispongono di un algoritmo comune.

Results for:

curl -v --sslv3 https://sirius.mwbsys.com

 

* Rebuilt URL to: https://sirius(dot)mwbsys(dot)com/
*   Trying 52.54.244.128...
* TCP_NODELAY set
* Connected to sirius.mwbsys.com (52.54.244.128) port 443 (#0)
* schannel: SSL/TLS connection with sirius.mwbsys.com port 443 (step 1/3)
* schannel: checking server certificate revocation
* schannel: AcquireCredentialsHandle failed: SEC_E_ALGORITHM_MISMATCH (0x80090331) - Client e server non possono comunicare perché non dispongono di un algoritmo comune.
* Closing connection 0
* schannel: shutting down SSL/TLS connection with sirius.mwbsys.com port 443
curl: (35) schannel: AcquireCredentialsHandle failed: SEC_E_ALGORITHM_MISMATCH (0x80090331) - Client e server non possono comunicare perché non dispongono di un algoritmo comune.

 

I couldn't find a result.txt but it created a file called MTB.txt which contains the logs so i think it should be fine.

 


 

MTB.txt

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  • Root Admin

VSS keeps coming up with an error. It might just be a temporary issue but best to check on it and make sure it's working correctly

 

 

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
 

Thank you

 

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  • 4 weeks later...

Hello @ThomasZ3   Thank you for that good news.


We can proceed with cleanup of tools we used.

To remove the FRST64 tool & its work files, do this. Go to your Desktop folder. Do a RIGHT-click on FRST64.exe & select RENAME & then change it to

UNINSTALL.exe

.
Then run that ( double click on it) to begin the cleanup process.

Any other download file we had you download, you may delete. I wish you all the best. Stay safe.

Sincerely.

Maurice

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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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