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Unable to contact license server/ Can't install updates

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15 minutes ago, NecroKitty said:

I just uninstalled/reinstalled

Also use this guide to properly uninstall and reinstall.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool


Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

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Nope I jumped the gun on that, I thought it was fixed but it's not 😢.  I did the clean install it looked like that fixed it up, but then I clicked on the Check for Updates button and a network error pops up saying Unable to contact update server. Please check your internet connection. So I tried the DNS thing and that didn't work either.

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  • Root Admin

Hello @NecroKitty

I have moved your topic to help you one-on-one. Let me get a new set of logs. I may not be able to get back to you until Monday but will try.

You shouldn't need to download the tool again as you already have it, so just gather the logs and post please.

To begin, please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained are safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you


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  • Root Admin

Hello @NecroKitty

Please run the following fix.


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.

NOTE-3: As part of this it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

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.




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That doesn't seemed to have worked, unless I did something wrong I fallowed instructions to the best of my ability. After my computer restarted I checked to see if it would check for updates ok, which it did just fine but after a minute or two it's back to not being able to contact license server. Here's a new log just incase you need one after I did the fix.


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  • Root Admin

Please use our MBST tool to do a Clean Removal of Malwarebytes, but DO NOT reinstall when it asks if you want to. Say No.

Then after it removes it and reboots the computer run the MBST tool one more time and get me a new set of logs please.

Thank you @NecroKitty


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  • Root Admin

Thank you.

Let me have you run the following.

Save the attached FIXLIST.TXT file to the following location: C:\Users\Monica\Downloads\

Then in your downloads folder find and run the following program:  C:\Users\Monica\Downloads\FRSTEnglish.exe

Then click on the FIX button. That should restart the computer. When done please find the FIXLOG.TXT file there in your downloads folder and post that back.


Thank you


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