Malwarebytes Privacy VPN Issue

[Achill3s]

Hello Team,

I have 2 issues with Malwarebytes Privacy VPN Software.

Kindly advice as such.

 

1) I have 2 licenses, one for the actual Malwarebytes Antivirus and 1 for VPN.

When i install the new version of the software, it has both Antivirus and VPN embedded into it.

But because the licenses are separate, i cannot use the VPN license as it gives an error when i try to do so.

As such, i am forced to install the older Malwarebytes Antivirus software and install separately the stand-alone VPN Privacy software also, in order to get them to work with both licenses.

Is there a way to have both licenses in the new Malwarebytes Antivirus, which includes both Antivirus and VPN together?

 

2) Issue no.2 is with VPN Privacy stand-alone installation again.

For some reason, when i play any game, when VPN is running, then the Laptop crashes.

I searched online and the issue seems to exist with NordVPN also, as it seems that the local network traffic is blocked and there is no option to configure this as such.

Windows Error Log Below - after those error Windows freezes and shuts down:

1 - NetBT - 4307

Initialization failed because the transport refused to open initial addresses.

2 - Service Control Manager - 7024

The MBVpnTunnelService service terminated with the following service-specific error:
The environment is incorrect.

3 - NetBT - 4311

Initialization failed because the driver device could not be created. Use the string "000000000100320000000000D71000C013010000250200C001000000000000000000000000000000" to identify the interface for which initialization failed. It represents the MAC address of the failed interface or the  Globally Unique Interface Identifier (GUID) if NetBT was unable to  map from GUID to MAC address. If neither the MAC address nor the GUID were  available, the string represents a cluster device name.

Initialization failed because the driver device could not be created. Use the string "000000000100320000000000D71000C011010000250200C002000000000000000000000000000000" to identify the interface for which initialization failed. It represents the MAC address of the failed interface or the  Globally Unique Interface Identifier (GUID) if NetBT was unable to  map from GUID to MAC address. If neither the MAC address nor the GUID were  available, the string represents a cluster device name.

4 - DNS Client Events - 1014

Name resolution for the name ipv4.am.i.mullvad.net timed out after none of the configured DNS servers responded. Client PID 6252.

5 - DistributedCOM - 10016

The application-specific permission settings do not grant Local Activation permission for the COM Server application with CLSID
{2593F8B9-4EAF-457C-B68A-50F6B8EA6B54} and APPID {15C20B67-12E7-4BB6-92BB-7AFF07997402} - LocalServer32
 to the user MSI-ACHILLES\achil SID (S-1-5-21-2754517924-3792570636-1953262961-1001) from address LocalHost (Using LRPC) running in the application container MicrosoftWindows.Client.WebExperience_524.24900.80.0_x64__cw5n1h2txyewy SID (Unavailable). This security permission can be modified using the Component Services administrative tool.

6 - Kernel-Power - 41

The system has rebooted without cleanly shutting down first. This error could be caused if the system stopped responding, crashed, or lost power unexpectedly.

 

[Malwarebytes]

***This is an automated reply***

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[Achill3s]

Logs created by the Support Tool attached for the Investigation.

Note: The log .zip files is automatically placed at the Desktop of the Public Profile and not the User Profile, which is not in the instructions for Windows 11. You may want to add this into the instructions.

mbst-grab-results.zip

[Porthos]

@Achill3s Is your VPN key the same as your Premium key?

Also, the log shows you need a restart.

[Achill3s]

24 minutes ago, Porthos said:

@Achill3s Is your VPN key the same as your Premium key?

Also, the log shows you need a restart.

Good afternoon Porthos,

The VPN License Key is different than the Premium Key.

The Premium Key is Lifetime one, while the VPN is a separate License.

The new antivirus can only accept the Premium Key and not the VPN one, which forced me to use the old Version installers of both the Antivirus and stand-alone VPN software, so i can use both of them.

 

Also for the restart, it is windows update pending since this morning (just performed).

The issue in the logs existed from before it and it happened a couple of times at random occurrences, even when the Windows were fully updated.

If you also check online, there similar issues related to NetBT - 4311 error from other VPN software also, it is not only the Malwarebytes VPN which has this issue.

 

 

[Porthos]

Bottom line. Is the VPN working?

4 minutes ago, Achill3s said:

The new antivirus can only accept the Premium Key and not the VPN one, which forced me to use the old Version installers of both the Antivirus and stand-alone VPN software, so i can use both of them.

There are plans to be able to integrate a VPN subscription to work with the lifetime licenses in the future so you will be able to use MB5.

[Achill3s]

2 minutes ago, Porthos said:

Bottom line. Is the VPN working?

There are plans to be able to integrate a VPN subscription to work with the lifetime licenses in the future so you will be able to use MB5.

VPN works. So i will wait for the new MB5 Version in the future.

 

What about the 2nd issue which crashes the laptop? I think you will need to forward to the Technical Support Staff.

I have to close the VPN application now as a temporary fix when i use Steam Gaming as it causes the laptop to crash.

[Porthos]

4 minutes ago, Achill3s said:

I think you will need to forward to the Technical Support Staff.

@gatortail@jtodd234

[jtodd234]

@Achill3s, Thank you for inquiring about using a lifetime license along with a separate VPN license for our latest version, MB5. Currently, it is not feasible to combine these two licenses.

As a temporary solution, we recommend using the two separate programs. We are proactively working on resolving this and exploring the potential for integrating these licenses in the future. We will update you on our progress as we develop a solution for this specific use case.

Our newsletter would be the best place to stay informed on upcoming changes if you have not. 

https://www.malwarebytes.com/newsletter

Edited 13 hours ago by jtodd234