Unable to update very old Malwarebytes. Error 0,0 Host not found

[jgreer]

We just got a new windows 11 computer and installed the Malwarebytes program that we've had for years and is good for any computer. We bought it about 10 years ago. I have been unable to update it and keep getting that error message. What to do?

[Malwarebytes]

***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

 

 

 

 

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

[Porthos]

1 minute ago, jgreer said:

and installed the Malwarebytes program that we've had for years and is good for any computer.

The only version of Malwarebytes that still receives updates is versions 4 and 5. What version did you install?

[jgreer]

1 minute ago, Porthos said:

The only version of Malwarebytes that still receives updates is versions 4 and 5. What version did you install?

The box just says Windows 8 compatible. I guess we got it about 20 years ago. No version is listed.

[jgreer]

2014 is on the box. But it's working and catching viruses.

 

[Porthos]

3 minutes ago, jgreer said:

2014 is on the box. But it's working and catching viruses.

It will not receive updates. Uninstall what you have and download the following. Your license is still good for this newer version.

Uninstall what you have and install the following.

Version 4 is only available with the offline installer.

https://downloads.malwarebytes.com/file/mb4_offline

https://support.malwarebytes.com/hc/en-us/articles/360038479154-Activate-Subscription-on-Malwarebytes-for-Windows-v4

 

[jgreer]

Thank you. I did what you said and now have the latest Malwarebytes on the computer. (Say "Hi" to Athos, D'Artagnon and Aramis. :) )

 

[Porthos]

I have more info for you but it will be a little later. Working with a real-world client at the moment. stay tuned.

[Porthos]

Since yours was a boxed purchase, you need to create a Malwarebytes account and add your license to that account.

Advise me when this is done.

Add a license to your Malwarebytes Account

 

If you purchased your product from a physical retail store or another website, we recommend you create a Malwarebytes account login and register your license. Registering your license allows you to manage your subscription and devices, and deactivate your license from a device.

To register your license key, complete the following steps.

1. Sign in to your account.
2. Click Subscriptions in the sidebar to go to the Subscriptions page.
3. On the Subscriptions page, scroll to the bottom of the list of your current subscriptions.
4. Click Link an existing subscription.
5. In the Register a license pop-up window, enter your license key exactly as provided.
   • Note: If your subscription came with a License ID, click the check box, then enter your License ID.
6. Click Register to add the license key to your account.

[jgreer]

I tried to do this but it won't recognize my license key. Maybe it's too old.

[Porthos]

1 hour ago, jgreer said:

I tried to do this but it won't recognize my license key. Maybe it's too old.

The old keys had an ID and KEY

Use capitals and the dashes.

ID xxxxx-xxxxx

Key xxxx-xxxx-xxxx-xxxx

 

 

[jgreer]

15 hours ago, Porthos said:

The old keys had an ID and KEY

Use capitals and the dashes.

ID xxxxx-xxxxx

Key xxxx-xxxx-xxxx-xxxx

 

 

I did all that yesterday. The License key wasn't recognized.

[Porthos]

Did your Malwarebytes come in a box with a key card?

[jgreer]

1 hour ago, Porthos said:

Did your Malwarebytes come in a box with a key card?

Yes. That's what I used to try to register the product. It had both the ID and the key.

[jgreer]

Oh, I just read the key card more closely. It said that the ID and KEY "below will activate the version of Malwarebytes Anti-Malware Premium included in this package, and not any other version."

[Porthos]

Just now, jgreer said:

It said that the ID and KEY "below will activate the version of Malwarebytes Anti-Malware Premium included in this package, and not any other version."

Old lifetime licenses are good for the current version and any future versions as well.

Having the license listed in the my.malwarebytes.com account is vital to your future use and management of your lifetime license.

If you can't register it in the online account, you need to create a support ticket.

On the bottom of this support page

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

Just type in "Create Ticket" it will ask you some questions and follow along and it will make the ticket

 

 

 

[AdvancedSetup]

Are you using the same email address here on the forums for your My Account ?

If so I can submit to create a ticket for you @jgreer

 

 

[jgreer]

1 minute ago, AdvancedSetup said:

Are you using the same email address here on the forums for your My Account ?

If so I can submit to create a ticket for you @jgreer

 

 

Yes. Thank you. I went to the page you indicated and am having a terrible time finding where to start a support ticket.

[AdvancedSetup]

Great @jgreer

I have submitted a request to create a support ticket on your behalf. As long as support is not experiencing high demand, one of our agents should reply to you within approximately 24 hours.

Thank you.

 

[jgreer]

Just now, AdvancedSetup said:

Great @jgreer

I have submitted a request to create a support ticket on your behalf. As long as support is not experiencing high demand, one of our agents should reply to you within approximately 24 hours.

Thank you.

 

Thanks.

[jgreer]

Support still hasn't contacted me.

[AdvancedSetup]

I see an email conversation going on between you so I assume you were able to reach them now.

Please continue to follow up with them @jgreer

 

[jgreer]

Since the original Malwarebytes was registered by my husband under his email account, we'll have to pursue it from his account and see what happens. Thanks for your help.