The Windows VPN app version 3.17.0 is no longer supported. To improve your experience, Malwarebytes now combines VPN features with our Security app, allowing you to manage both in one application.
To keep using your VPN subscription, please download our Desktop Security app. For instructions on how to purchase, install, and activate the new app, refer to our Desktop Security Quick Start Guide.
VPN for Windows provides error codes and messages for installation pre-requisites, installation, connection, activation, and authentication issues. This article describes the error messages including error code, description, and recommended resolution for the error encountered.
Installation Pre-Requisites errors table
| Message/description | Resolution |
| The Malwarebytes installer cannot be run from a network drive. | Install VPN for Windows from the device's local hard drive. |
| Your system does not have enough free disk space to install Malwarebytes. | Free up storage space on your device to install Malwarebytes for Windows. |
| You do not have sufficient permissions (either disk or registry) to install Malwarebytes. | Install VPN from a user profile with Admin permissions. Contact your system administrator. |
| To complete the installation of Malwarebytes, your system may need to be restarted. Click Yes to continue anyway and you will be prompted when a restart is needed. Click No to cancel the installation. | Click Yes to continue the installation and restart after it completes. Click No to cancel the installation. Restart your device, then run the installer again. |
| Update Windows to stay protected. A missing Windows security update is required to update Malwarebytes. | Check system requirements, and review Windows 2019-09 Security Update for Windows devices running Malwarebytes home products, then try installing again. |
| Invalid path. | Submit a ticket with Support. |
| The installation failed to start. Please try running the installer again. For help troubleshooting please review the information at https://www.malwarebytes.com/help-installing. |
Follow installation troubleshooting information, then try installing again. Installation troubleshooting for Desktop Security on Windows devices |
| The installation failed. Please restart your system and try running the installer again. For help troubleshooting please review the information at https://www.malwarebytes.com/help-installing. | Follow installation troubleshooting information, then try installing again. Installation troubleshooting for Desktop Security on Windows devices |
| Restart required. Malwarebytes must restart your computer to finish the installation. Some functionality may be limited until your computer restarts. | Restart your computer to complete the installation process. |
Installation errors table
| Message/description | Resolution |
| This version of Windows is not Supported. | The up-to-date version of Malwarebytes cannot be installed on this device. Install VPN for Windows on another device. |
| An error has occurred and Malwarebytes will not install on your computer. | Submit a ticket with Support. |
Connection errors table
| Code | Message/description | Resolution |
|
MB404104 |
Network error. Unable to contact update server. Please check your Internet connection. | Check you have an active internet connection. If the issue persists, submit a ticket with Support. |
| MB404104 MB405105 MB406100 |
Network error. Unable to contact license server. Check your network connection or contact your system administrator for help. | Check you have an active internet connection. If the issue persists, submit a ticket with Support. |
| Network error. Bad proxy configuration error. | Submit a ticket with Support. | |
| SSL validation error. There was a problem validating SSL certificates. | Submit a ticket with Support. | |
| Connection issue. It looks like you’re already using a VPN. Turn it off and try again. | Disconnect the other VPN product, then try again. If the issue persists, submit a ticket with Support. | |
|
|
Connection issue. Could not connect. Please check your Internet connection and then try again. | Check you have an active internet connection. If the issue persists, submit a ticket with Support. |
| Connection issue. Could not connect. Please check your Internet connection and then try again. | Check you have an active internet connection. If the issue persists, submit a ticket with Support. |
Activation errors table
| Code | Message/description | Resolution |
| MB403100 | License key inactive. There's an issue with your license key. Please contact Support. | Submit a ticket with Support. |
| MB403101 | License issue. There's an issue with your license key. Please contact Support. | Submit a ticket with Support. |
| MB403102 | Expired license key. Your license key has expired. | Purchase a valid subscription. Visit our Pricing page. |
| MB403103 | License key issue. This license key does not match the product you are trying to activate. | Purchase a valid subscription. Visit our Pricing page. |
| MB403104 | License issue. This license key was already used to activate the maximum seats available. | Deactivate devices or purchase another subscription. See how to deactivate a device or visit our Pricing page. |
| MB403104 | No available devices. Your subscription is already in use on the maximum 5 devices. Free up a device by deactivating Malwarebytes on one of your devices or purchase another subscription. | Deactivate devices or purchase another subscription. See how to deactivate a device or visit our Pricing page. |
| MB403105 | License key inactive. This license key has been refunded. | Purchase a valid subscription. Visit our Pricing page. |
| MB404101 | License issue. Installation_token not found. | Submit a ticket with Support. |
| MB404102 | License key issue. This license key does not match our records. Please make sure you entered it correctly. | Check your license details and try again. If the issue persists, submit a ticket with Support. |
| MB404102 | License key issue. Invalid key format. Please make sure you entered your license key correctly. | Check your license details. If the issue persists, contact Support. |
| MB404102 | License issue. Entitlement not found for this product. | Purchase a valid subscription. Visit our Pricing page. |
| MB404103 | Error. Unknown error. Please contact Support. | Submit a ticket with Support. |
| MB404105 | No subscription found. You have a Malwarebytes account, but you still need to purchase a VPN subscription. | Purchase a valid subscription. Visit our Pricing page. |
Authentication errors table
| Code | Message/description | Resolution |
| MB405100 | You have reached the maximum amount of sign in attempts. To unlock your account, contact support. | Wait a minimum of 24 hours, then try to sign in again. If the issue persists, submit a ticket with Support. |
| MB405108 | Verify your email and password are correct and try again. | Check your sign in credentials, then try to sign in again. If the issue persists, submit a ticket with Support. |