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"Installation Token not found" and Network Problems


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Hey!

So i bought a license and im now trying to activate it and enter it in the program but it doesnt work and tells me "Installation_token Not Found."

it also pops up the message "unable to contact license server check your network settings or contact your system administrator for help" everytime i got to the tab account.

i already tried reinstalling several times now.

what can i do?

thanks very much in advance.

Screenshot activation issue.png

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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:

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

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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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4 minutes ago, 50MiLe said:

what can i do?

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is 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

Thanks

 

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@50MiLe

I see what the problem is.  The following entries must be removed from your HOSTS file:

Hosts File Blocks
========================================
Host data:    127.0.0.1 keystone.mwbsys.com
Host data:    127.0.0.1 telemetry.malwarebytes.com

Instructions on resetting your HOSTS file can be found in this Microsoft support article.

Please let us know if the issue is resolved or not.

 

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50 minutes ago, Porthos said:

@50MiLe

I see what the problem is.  The following entries must be removed from your HOSTS file:

 

 

Hosts File Blocks
========================================
Host data:    127.0.0.1 keystone.mwbsys.com
Host data:    127.0.0.1 telemetry.malwarebytes.com

 

Instructions on resetting your HOSTS file can be found in this Microsoft support article.

 

Please let us know if the issue is resolved or not.

 

 

wow it actually worked. thanks so much! youre a life saver!

sorry that it took so long to reply but i had problems editing the hosts file because of admin rights or whatever.

thank you!!

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13 minutes ago, 50MiLe said:

wow it actually worked. thanks so much! youre a life saver!

This is a common issue. People try to get Malwarebytes for free and find out the hacks do not work and since they really end up liking it, a license is purchased and oops it wont activate.

Edited by Porthos
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