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Malwarebytes license activation failure

jefferyhus

By jefferyhus
in Resolved Malware Removal Logs

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jefferyhus

jefferyhus

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I just noticed that the license was auto renewed but the software stopped working as premium and when I try to activate the license manually it fails with this error Installation_token NOT FOUND it was failing with a different error then switched to last one, the previous error was The current license entitlement has expired.

I am so frustrated because I have tried everything possible from multiple forum topics, but nothing worked. Re-installing, cleaning then re-install, restarting the device and still nothing works.

image.png.9502a86552716d52d79ff6d8f5149a36.png

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Malwarebytes

Malwarebytes

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  • Staff
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***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:

Spoiler
 
 
 
 
Spoiler

 

 

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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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AdvancedSetup

AdvancedSetup

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  • Root Admin
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Hello @jefferyhus

What are all these accounts used for from a Workstation?

MSSQLSERVER00 (S-1-5-21-1968511618-3500789061-3390105296-1004 - Limited - Enabled)
MSSQLSERVER01 (S-1-5-21-1968511618-3500789061-3390105296-1005 - Limited - Enabled)
MSSQLSERVER02 (S-1-5-21-1968511618-3500789061-3390105296-1006 - Limited - Enabled)
MSSQLSERVER03 (S-1-5-21-1968511618-3500789061-3390105296-1007 - Limited - Enabled)
MSSQLSERVER04 (S-1-5-21-1968511618-3500789061-3390105296-1008 - Limited - Enabled)
MSSQLSERVER05 (S-1-5-21-1968511618-3500789061-3390105296-1009 - Limited - Enabled)
MSSQLSERVER06 (S-1-5-21-1968511618-3500789061-3390105296-1010 - Limited - Enabled)
MSSQLSERVER07 (S-1-5-21-1968511618-3500789061-3390105296-1011 - Limited - Enabled)
MSSQLSERVER08 (S-1-5-21-1968511618-3500789061-3390105296-1012 - Limited - Enabled)
MSSQLSERVER09 (S-1-5-21-1968511618-3500789061-3390105296-1013 - Limited - Enabled)
MSSQLSERVER10 (S-1-5-21-1968511618-3500789061-3390105296-1014 - Limited - Enabled)
MSSQLSERVER11 (S-1-5-21-1968511618-3500789061-3390105296-1015 - Limited - Enabled)
MSSQLSERVER12 (S-1-5-21-1968511618-3500789061-3390105296-1016 - Limited - Enabled)
MSSQLSERVER13 (S-1-5-21-1968511618-3500789061-3390105296-1017 - Limited - Enabled)
MSSQLSERVER14 (S-1-5-21-1968511618-3500789061-3390105296-1018 - Limited - Enabled)
MSSQLSERVER15 (S-1-5-21-1968511618-3500789061-3390105296-1019 - Limited - Enabled)
MSSQLSERVER16 (S-1-5-21-1968511618-3500789061-3390105296-1020 - Limited - Enabled)
MSSQLSERVER17 (S-1-5-21-1968511618-3500789061-3390105296-1021 - Limited - Enabled)
MSSQLSERVER18 (S-1-5-21-1968511618-3500789061-3390105296-1022 - Limited - Enabled)
MSSQLSERVER19 (S-1-5-21-1968511618-3500789061-3390105296-1023 - Limited - Enabled)
MSSQLSERVER20 (S-1-5-21-1968511618-3500789061-3390105296-1024 - Limited - Enabled)

 

 

The following programs are very old and compromised. Please go to Control Panel, Programs, Programs and Features and uninstall them.

  • Java 8 Update 251
  • Java(TM) SE Development Kit 14

 

CCleaner (computer experts no longer recommend the use of this program)

 

 

Malwarebytes is faulting so obviously it's not going to run properly to activate at that point.

You also have Windows Defender having issues as well as creation of a TLS connection. That may have been transitory in nature though and possibly nothing to worry about for the TLS connection, but Windows Defender not working properly is not a good thing.

 

 

System errors:
=============
Error: (12/17/2021 11:31:29 PM) (Source: Service Control Manager) (EventID: 7031) (User: )
Description: The Malwarebytes Service service terminated unexpectedly. It has done this 1 time(s). The following corrective action will be taken in 5000 milliseconds: Redémarrer le service.

Error: (12/17/2021 06:57:00 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: AUTORITE NT)
Description: Installation Failure: Windows failed to install the following update with error 0x80240017: Security Intelligence Update for Microsoft Defender Antivirus - KB2267602 (Version 1.355.414.0).

Error: (12/16/2021 05:57:58 PM) (Source: Schannel) (EventID: 4103) (User: AUTORITE NT)
Description: A fatal error occurred while creating a TLS client credential. The internal error state is 10013.

Error: (12/15/2021 09:51:15 PM) (Source: volsnap) (EventID: 36) (User: )
Description: The shadow copies of volume C: were aborted because the shadow copy storage could not grow due to a user imposed limit.

Error: (12/15/2021 07:13:55 PM) (Source: Schannel) (EventID: 4103) (User: AUTORITE NT)
Description: A fatal error occurred while creating a TLS client credential. The internal error state is 10013.

Error: (12/14/2021 11:28:12 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: AUTORITE NT)
Description: Installation Failure: Windows failed to install the following update with error 0x8024200b: 2021-09 .NET Core 3.1.19 Update for x64 Client (KB5006191).

Error: (12/13/2021 06:23:24 PM) (Source: Schannel) (EventID: 4103) (User: AUTORITE NT)
Description: A fatal error occurred while creating a TLS client credential. The internal error state is 10013.

Error: (12/13/2021 05:23:22 PM) (Source: Microsoft-Windows-WindowsUpdateClient) (EventID: 20) (User: AUTORITE NT)
Description: Installation Failure: Windows failed to install the following update with error 0x8024200b: 2021-09 .NET Core 3.1.19 Update for x64 Client (KB5006191).

 

Please double-check and verify this is something you want running as a scheduled task

Task: {01C051CB-D3DF-4F12-A65D-6841FC37FE5F} - System32\Tasks\Privax\HMA VPN Bug Report => C:\Program Files\Privax\HMA VPN\AvBugReport.exe [4770296 2021-09-24] (Privax Limited -> Privax Limited) -> --filter "*.dmp;*.mdmp;icarus.log" --send "dumps|report" --silent --product 78 --programpath "C:\Program Files\Privax\HMA VPN" --configpath "C:\ProgramData\Privax\HMA VPN" --path "C:\ProgramData\Privax\HMA VPN\log" --path "C:\ProgramData\Privax\Icarus\Logs" --guid 75a7980e-262c-48e5-a5d6-bbeb8265467f

Task: {5A98EFD2-452F-4361-9CEA-BFC919773F2E} - System32\Tasks\HMA VPN Update => C:\Program Files\Privax\HMA VPN\VpnUpdate.exe [1279992 2021-09-24] (Privax Limited -> Privax Limited)

Task: {72CB05B4-83E2-4DC5-AEEC-ECA6A89A30EA} - System32\Tasks\Privax\HMA VPN Update => C:\Program Files\Common Files\Privax\Icarus\privax-vpn\icarus.exe [6393920 2021-09-20] (Privax Limited -> Privax Limited)

 

Are you sure that VPN wasn't running while trying to Activate Malwarebytes?

 

Are you sure you want this enabled or allowed? Push Notifications on your browser appear to be enabled.

https://blog.malwarebytes.com/security-world/technology/2019/01/browser-push-notifications-feature-asking-abused/

Turn notifications on or off - Google Chrome

Web Push notifications in Firefox

 

Highly recommend you remove the following

S3 xhunter1; C:\WINDOWS\xhunter1.sys [2719256 2021-02-14] (Wellbia.com Co., Ltd. -> Wellbia.com Co., Ltd.)

 

From an elevated admin command prompt, you can run the following

SC DELETE xhunter1

 

 

Then try the following clean removal and reinstall of Malwarebytes

Can you please do the following?

  • 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 the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • 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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jefferyhus

jefferyhus

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I don't think this has to do anything with the fact that when I try to activate it says TOKEN EXPIRED. I don't have time to debug the API request, but I am sure that this is due to the fact that in your database you have 2 entries for the same license key, one expired and one not. Then mostly your code is doing a SELECT LIMIT 1, if that's the case it will always return the expired key. Please do check that, and for the issues you mentioned they don't have any problem, windows defender error is due to malwarebytes

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AdvancedSetup

AdvancedSetup

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That is a different error. The first error was TOKEN NOT FOUND this one says the current license has expired. Why I was asking you to double check on it.

Please log into your My Account if you've already set it up and check on your licensing. If you've not set it up yet, please do.

https://support.malwarebytes.com/hc/en-us/categories/360002458094-My-Account

Thanks

 

Edited by AdvancedSetup
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jefferyhus

jefferyhus

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If you are talking about my account section on the software, I try to log in and it gives the same error EXPIRED. In the other hand my account in the web application is setup and shows my data, I tried to activate from there & manually and always the same error. The other error about TOKEN NOT FOUND, it happened only after trying multiple times to fix the EXPIRATION error.

Let me know if you need more details or some screenshots.

Thanks

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AdvancedSetup

AdvancedSetup

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Currently I really believe that you were given, provided a different license key as part of the update somehow.

Please open a support ticket and once you get the ticket number let me know what it is and I'll see if I can get someone to help me with it tomorrow. I don't have access to the license server to make changes.

https://support.malwarebytes.com/hc/en-us/requests/new

Thanks

 

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AdvancedSetup

AdvancedSetup

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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 to help you better protect your computer and privacy Tips to help protect from infection

Thank you

 

 

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