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Something went wrong. || Unable to Contact Licsense server.

Moewsaleh

By Moewsaleh
in Resolved Malware Removal Logs

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Moewsaleh

Moewsaleh

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Hello Support Team,

 

I bought a new laptop Asus Vivobook pro 15, i have 2  problems/issues both belongs togother :

1- I go to browser both PC|MOBILE and tried to connect to my account , i keep receive this damn error msg :

Something went wrong.

image.thumb.png.dde458ae0fdfee29d6a5d25948bf4d58.png

 

2- I tried to install malwarebytes to my laptop , i run the setup and keeps stuck at 5% and i got error, nevermind i installed the offline installation and installed as a free version.

But, once i click on Activation License and enter my email and password , i keep getting this damn error msg :/

image.thumb.png.a000bed792c4dc4f622e079401301803.png

 

I don't what is going on , this is a new and fresh laptop LOL , whats wrong ? why all that !

Please, help me to solve this and thank you !

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Malwarebytes

Malwarebytes

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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

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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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Porthos

Porthos

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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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Porthos

Porthos

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If the support tool will not run,

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 the 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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AdvancedSetup

AdvancedSetup

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Good day @Moewsaleh

Please try the following

 

Your current DNS Servers: 192.168.1.1

Please consider changing your default DNS server settings. Please choose one provider only

DNS is what lets users connect to websites using domain names instead of IP addresses

Pick just one of these 4 providers. And be aware that you need to modify 1 time for IPv4 & a 2nd pass for IPv6

  • Google Public DNS: IPv4   8.8.8.8 and 8.8.4.4   IPv6   2001:4860:4860::8888 and 2001:4860:4860::8844
  • Cloudflare: IPv4   1.1.1.1 and 1.0.0.1   IPv6   2606:4700:4700::1111 and 2606:4700:4700::1001
  • OpenDNS: IPv4   208.67.222.222 and 208.67.220.220  IPv6  2620:119:35::35 and 2620:119:53::53
  • DNSWATCH: IPv4   84.200.69.80 and 84.200.70.40   IPv6  2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b


The Ultimate Guide to Changing Your DNS Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

Then restart the computer and let me know if you're still having issues reaching our sites

 

Please download and use the following installer

MB4 Offline Installer
https://downloads.malwarebytes.com/file/mb4_offline

 

Thank you

 

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AdvancedSetup

AdvancedSetup

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Please run the following @Moewsaleh

 

 

Please run the following ESET Online Scanner and perform a Full Scan

 

Click the following link to save the installer for ESET Online Scanner

https://download.eset.com/com/eset/tools/online_scanner/latest/esetonlinescanner.exe

  • It will start a download of "esetonlinescanner.exe"
  • Save the file to your system, such as the Downloads folder, or else to the Desktop.
  • Go to the saved file, and double click it to get started. 
  • When presented with the initial ESET screen, click on "Get Started". Read and accept the Terms of use
  • On the "Before we start..." screen chose if you want to send anonymous data and if you want to provide feedback or not, then click Continue
  • When prompted for scan type, Click on the Full Scan button
  • Enable  ( select )   the radio selection "Enable ESET to detect and quarantine potentially unwanted applications"   and click the Start scan button.
  • Have patience.  The entire process may take a few hours or more.
  • When the scan is completed, if something was found, it will show a screen with the number of detected items.  If so, click the button marked “View detected results”.
  • Click The blue “Save scan log” to save the log and give it a name and location you remember.
  • If something was removed and you know it is a false postive, you may click on the blue ”Restore cleaned files”  ( in blue, at the bottom).
  • Press Continue when all done.  You should click to turn off the offer for “periodic scanning”.
  • Enable "Delete application data on closing" - You do not need to submit feedback unless you want to. Simply ignore and close the program.

 

Note: If you do need to do a File Restore from ESET please follow the directions below

[KB2915] Restore files quarantined by the ESET Online Scanner version 3

https://support.eset.com/en/kb2915-restore-files-quarantined-by-the-eset-online-scanner

 

Please attach the ESET scan log you saved at the end to your next reply

 

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Moewsaleh

Moewsaleh

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even after the scanning online and after removing the two files from my laptop , the issue is still as it is ,

 

1- I can't access my account on the web (By receiving the code on my email, i enter it and tells me wrong code :/) 

2- From the MBA App i click on Activate the license , i enter my email and the passwd and it tells Unable to contact license server :/

 

I don't know whats wrong with my laptop , it's New fresh laptop , why i need to change the DNS , why i need to scan online for infected files since it's 2 days Age.

I don't know, if you can remote my laptop by Team Viewer and solve it , i will be appreciated.

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AdvancedSetup

AdvancedSetup

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It's not a matter of the laptop being new or old. It's possible to infect a computer while in the process of installing Windows.

You had some files that might not be the best, but not a reason to not be able to connect.

Please try the following

1. Make sure your TIME on the computer is valid and synced. If the time is off then the Two Factor Authentication codes will not match.

https://www.makeuseof.com/tag/pc-times-match-atomic-clock-sync-windows/

2. Changing the DNS allows your system to be able reach other locations more robustly than you ISP in many cases.

Please try to change it as requested. It's rather easy to do.

3. If you're connected via  VPN disconnect from the VPN while you're trying to activate.

 

Please give that a try @Moewsaleh

 

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AdvancedSetup

AdvancedSetup

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Exactly my point. It's not our software. It is your system that cannot reach our license server.

 

 

Please consider changing your default DNS server settings. Please choose one provider only

DNS is what lets users connect to websites using domain names instead of IP addresses

Pick just one of these 4 providers. And be aware that you need to modify 1 time for IPv4 & a 2nd pass for IPv6

  • Google Public DNS: IPv4   8.8.8.8 and 8.8.4.4   IPv6   2001:4860:4860::8888 and 2001:4860:4860::8844
  • Cloudflare: IPv4   1.1.1.1 and 1.0.0.1   IPv6   2606:4700:4700::1111 and 2606:4700:4700::1001
  • OpenDNS: IPv4   208.67.222.222 and 208.67.220.220  IPv6  2620:119:35::35 and 2620:119:53::53
  • DNSWATCH: IPv4   84.200.69.80 and 84.200.70.40   IPv6  2001:1608:10:25::1c04:b12f and 2001:1608:10:25::9249:d69b


The Ultimate Guide to Changing Your DNS Server
https://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/

Here is a YouTube video on Changing DNS settings if needed

 

 

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Moewsaleh

Moewsaleh

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I did change the DNS for IPV4 only then i type the command as shown above.

 

Can you please tell me and explain to me what do you mean by : And be aware that you need to modify 1 time for IPv4 & a 2nd pass for IPv6

i only changed the ipv4 

should i change the ipv6 as well as i changed ipv4 !! because in the video youtube you provided he only changed the ipv4 !

 

EVEN if i changed the both ipv4 and ipv6 , still i can't access my account on the web , after changing the DNS , i enter my email and passwd , then asking me for the verification code sent to my email , i paste the correct code and it tells me "Wrong Verification Code" 

 

So what now

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AdvancedSetup

AdvancedSetup

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Yes, you should change the setting for the IPv6 as well

You should be able to input your actual license key. Try that instead of logging in, but you need to restart your computer after changing your DNS providers.

Then see if  you can input the license key to activate

 

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