EL_Aldo23 Posted April 26, 2023 ID:1564701 Share Posted April 26, 2023 Hello I've seen this topic submitted a few times but I think I've run through all steps previously mentioned and had no success. The Error message states "Unable to contact license server. Check your network settings or contact your system administrator for help." I have restarted my machine a few times. Also have checked the HOSTS file and could find no relevant entries. I have run the MalwareBytes Support Tool both for the Repair option and the Clean Uninstall and Reinstall. I don't know what else to try. I don't always see the popup, it doesn't happen all the time, and the issue only started today. Thank You in Advance. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted April 26, 2023 Staff ID:1564702 Share Posted April 26, 2023 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 Link to post Share on other sites More sharing options...
Firefox Posted April 26, 2023 ID:1564711 Share Posted April 26, 2023 Hello and Welcome @EL_Aldo23 I'm sorry the software isn't working properly but we'll do our best to help. 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 Link to post Share on other sites More sharing options...
EL_Aldo23 Posted April 26, 2023 Author ID:1564713 Share Posted April 26, 2023 Hi Firefox! Thanks for getting back to me. I'll attachmbst-grab-results.zip the logs here. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted April 26, 2023 Root Admin ID:1564746 Share Posted April 26, 2023 Hello @EL_Aldo23 If you turn off and exit out of the Malwarebytes Privacy VPN are you able to run updates from Malwarebytes Premium ? Link to post Share on other sites More sharing options...
EL_Aldo23 Posted April 27, 2023 Author ID:1564785 Share Posted April 27, 2023 7 hours ago, AdvancedSetup said: Hello @EL_Aldo23 If you turn off and exit out of the Malwarebytes Privacy VPN are you able to run updates from Malwarebytes Premium ? Hi AdvancedSetup, I have never switched on the VPN. I didn't even have it installed until I ran the Clean tool from the Support Tool. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted April 27, 2023 Root Admin ID:1564790 Share Posted April 27, 2023 Please do the following @EL_Aldo23 [ 1 ] Your current DNS Servers: 192.168.0.1 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 Serverhttps://www.howtogeek.com/167533/the-ultimate-guide-to-changing-your-dns-server/ Here is a YouTube video on Changing DNS settings if needed [ 2 ] Please go to Control Panel, Programs, Programs and Features, Uninstall a program Then right-click and uninstall the following Malwarebytes Privacy version 3.15.0.802 [ 3 ] Shut down the computer. Then unplug the power from your Network Router and Modem Wait for two minutes. The plug the Network Router and Modem back in and let it boot back up Wait a couple minutes more. Then turn the computer back on [ 4 ] Please download the following tool Farbar Service Scanner and run it on the computer with the issuehttp://www.bleepingcomputer.com/download/farbar-service-scanner/dl/62/ Make sure the following options are checked: Internet Services Windows Firewall System Restore Security Center/Action Center Windows Update Windows Defender Click "Scan" It will create a log (FSS.txt) in the same directory the tool is run. Please attach the log to your next reply. Thank you Link to post Share on other sites More sharing options...
EL_Aldo23 Posted April 27, 2023 Author ID:1564853 Share Posted April 27, 2023 Hello AdvancedSetup and Firefox I ran through the steps above (up to the installation of the Farbar tool) and have not encountered the popup again. Thank you both for your help. Out of curiousity, what was the impact of the popup issue? Malware Scans were still able to run ok from the application and updates to the software were still running as expected. What did it really mean that it couldn't contact the licence server? Could this have just been temporary glitches on the network (just long enough for it to load the popup) and then it was actually connecting correctly? I would have thought it wouldn't run properly if it never established a connection to the licence server. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted April 27, 2023 Root Admin ID:1564856 Share Posted April 27, 2023 So all is working well again at this time? Link to post Share on other sites More sharing options...
EL_Aldo23 Posted April 28, 2023 Author ID:1564907 Share Posted April 28, 2023 Yes all is well now. the popup doesn't appear anymore. thank you for your help. I wonder if this was a temporary network glitch for me, because the Malwarebytes system was working fine for scans and updates, just giving the random popup every so often. But now I no longer have the popup, so it all looks fine. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted April 28, 2023 Root Admin ID:1564945 Share Posted April 28, 2023 It is quite possible there was some type of network glitch on your home network to account for this. SecurityCheck by glax24 I would like you to run a tool named SecurityCheck to inquire about the current security update status of some applications. Download SecurityCheck by glax24: https://tools.safezone.cc/glax24/SecurityCheck/SecurityCheck.exe If Microsoft SmartScreen blocks the download, click through to save the file This tool is safe. Smartscreen is overly sensitive. If SmartScreen blocks the file from running click on More info and Run anyway Right-click with your mouse on the Securitycheck.exe and select "Run as administrator" and reply YES to allow to run & go forward Wait for the scan to finish. It will open a text file named SecurityCheck.txt Close the file. Attach it with your next reply. You can find this file in a folder called SecurityCheck, C:\SecurityCheck\SecurityCheck.txt Thank you Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted May 30, 2023 Root Admin ID:1569903 Share Posted May 30, 2023 Due to the lack of feedback, this topic is closed to prevent others from posting here. 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 topic. Other members who need assistance please start your own topic in a new thread. Tips to help protect from infection Thanks Link to post Share on other sites More sharing options...
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