Error Code 404104 for MB Privacy on Windows 11

[WaterWomble]

HI All

After running Malwarebytes for years, I've recently purchased privacy VPN. I've had multiple attempts to install with the online installer. (downloaded MBPrivacySetup.exe)

• I am currently travelling and on a very slow internet connection
• Im running Windows 11 on a Surface book 3 which I believe is fully up to date with Windows and drivers
• I have activated Privacy VPN on my subscription 
• The installer starts, seems to download files but after downloading and saying installing, an error occurs that says installation failed and to go to the installation help URL....but
• When I check the installation folder for Privacy VPN, there are a heap of files there; and
• Malwarebytes Privacy appears in my start programs list and starts up; and
• When I open it the License details are there;
• When I try to connect to a VPN server i get the Error code MB404104 - see attached screen snip
• I have tried both servers in Japan and some in Australia, and New Zealand

Could my slow internet connection here (Micronesia) be causing an issue at installation?

[AdvancedSetup]

Hello @WaterWomble

The slow connection should not cause an issue, but if this is a new machine and you only had 1 device license then it may not be allowed.

You would need to log into your My Account page in order to adjust the count to use on this new system.

 

 

Deactivate device from your Malwarebytes subscription
https://support.malwarebytes.com/hc/en-us/articles/360038522574-Deactivate-or-transfer-your-Malwarebytes-license-key

 

If that does not help then please create a support ticket and someone will assist you further.

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

 

Thank you

[WaterWomble]

Hi and thanks. This isn't a new or additional machine and i do have a spare seat available on my subscription, after installing privacy on my android and this machine. I will raise a support ticket.

I also ran the MBST. The results are attached here.

Cheers

Peter

mbst-grab-results.zip

[AdvancedSetup]

Actually it looks like there is some type of network issue. The Privacy logs shows that it failed to locate the local public IP a couple time so it quit. Then the MBST tool normally downloads the Farbar scanning tools and it failed to download them.

Please get me the following logs and we'll see if there is something we can fix or not

 

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 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

 

 

[WaterWomble]

Hi again

Thanks once more for the quick reply.

Network issues would make sense. The network here is a bit flaky - both cellular and the property WiFi. I should have a better connection tomorrow so can retest then as well.

I've run the scan as requested. The files are attached.

Kind regards

Peter

Addition.txt FRST.txt

[AdvancedSetup]

Please try the following

 

Your current DNS Servers:  192.168.8.1

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

 

 

Please enable System Protection and create a new system restore point

ATTENTION: System Restore is disabled (Total:952.69 GB) (Free:305.52 GB) (32%)

 

 

If that does not help, then please try the following.

 

Download and save the Offline installer to your computer.

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

 

Then run the following to do a Clean removal and reinstall of Malwarebytes and Privacy VPN

 

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

 

If there were any issues installing then run the full installer again that you downloaded and saved above.

Let me know if any of this helps or not.

 

 

[WaterWomble]

Hi

I think I've changed the DNS server configurations correctly - for both wifi and ethernet.

I followed your instructions (including creating a restore point). I did the full clean etc when connected to wifi last night and got the same result. I have just attempted a reinstall of the VPN with my PC tethered to my phone via USB and no change in program performance either. I can get the software to start by opening the exe file in the UI folder, but there is not a entry in the start menu for it now

I've run FRST again and here are the updated files. 

Addition.txt FRST.txt

[AdvancedSetup]

At this point it's probably best to wait to hear back from your support ticket. There could be something else going on with the program , installer, or license

Thank you @WaterWomble

 

[WaterWomble]

Ok, thanks - really appreciate your attempts to sort this for me.

Cheers 

[AdvancedSetup]

You're quite welcome. Good luck and take care