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About mmeagan25

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  1. Hi @JonR Thank you for providing me the logs and I was able to locate your full email address within the forum system. I also see that you have a Support ticket open with me - https://mwb.zendesk.com/agent/tickets/3443332 After reviewing your logs I was able to locate an issue with your license and I need to submit a request to our licensing team to have this fixed. This may take a couple of days. If it is OK with you, I would like to work on this issue from within the Support ticket and move our communications to that area, this will also provide privacy. Please le
  2. Hi @JonR Thank you for confirming! May I please have the email you made the subscription purchase under? Have you also tried restarting your phone since trying the connection? In addition, I would like to gather diagnostic data from your device. To collect this, please do the following: Open Malwarebytes Privacy for iOS Tap Settings. Switch on the Enable diagnostic mode toggle. Reproduce the issue. Once you experience the issue, diagnostic mode logs the incident. In the application Settings, tap Export diagnostic data. Options to share the the data
  3. Hi @JonR Thanks for trying and letting me know you are still having issues. Did you purchase the Privacy subscription through us or Apple and/or are you on the Trial period? Also to confirm, did you go to the Settings section on your phone and check the "Status" under VPN &Network section? Toggling ON/OFF did not change anything correct?
  4. Hello @JonR Thanks for reaching out and I am sorry to hear you are having issues establishing a connection with Privacy for iOS. Can you please check the following: 1. Open Settings on your iPhone 2. Click on VPN & Network 3. You will see a Toggle option within the "Status" connection, please toggle the slider on and off again and test the connection. Can you also test another server or two (not UK or US) to see if you can establish a connection? Thank you!
  5. Hello @MrCarter It sounds like you are possibly having network related issues. Have you tried rebooting your router recently? Has anything improved since you sent in the latest response on Thursday?
  6. Hello @MrCarter Thank you for providing the logs! After looking up the manufacturer information on your router, I am seeing that this router has a built in VPN and Firewall. Could you please check the configurations on your router and see if these are enabled? If they are, can you please disable them and test our Privacy VPN connection again? Any type of 3rd party VPN/Firewall can cause a conflict with other VPN/Firewall connections. From the manual, you can check the router configurations by navigating to in a browser and use admin for the username and admi
  7. Thank you for providing me your email and the additional information. When you are able to, I will need MBST logs from one of the devices that is loosing connection (assuming these are Windows computers). Please submit by doing the following: Download and run the Malwarebytes Support Tool Accept the EULA and click Advanced tab on the left (not Start Repair) Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply In addition, can you please provide me the brand of your router/modem? Also, are all of your d
  8. Hello @MrCarter Could you please provide me with your email address that the license subscription was purchased under? Also, are you seeing any error messages when you try to use/enable Privacy on your other devices? Or are you having an issue with the activation process? Any screenshots would also be helpful if available. I just want to get a full understanding of what you mean by the application only being available for use by one device at one time so that I can get us going in the right direction. Thank you!
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