Upgraded to Pro, but Protection Modules a no go!

[raveydaveyuk]

Hi all,

My Boss has installed the current Malwarebytes downloaded from cnet and although it offered him a 14 day trial for Pro, he couldn't activate it.

As he was keen to use the additional services he then purchased the Pro version.

Malwarebytes now has (Pro) in the window title, but he is unable to activate the protection module and ip block.

He has not received any error codes, the system seems clean using McAfee, Superantispyware and of course Malwarebytes.

I'd be grateful if anyone could assist me to get the services back online.

Regards,

RD

[Wide_Glide]

Hello and welcome to Malwarebytes'

Please do the following and let us know if this corrects the issue for you or not.

• Download and run mbam-clean.exe from here
  
• It will ask to restart your computer, please allow it to do so very important
  
• After the computer restarts, temporarily disable your Anti-Virus and install the latest version of Malwarebytes' Anti-Malware from here
  

• 
  
  • Note: You will need to reactivate the program using the license you were sent via email if using the Pro version
    You can also look up your ID and Key from the Registry and copy and paste it to a Notepad document before running the mbam-clean utility.
    
    • 
      Location for Windows x86
      HKEY_LOCAL_MACHINE\SOFTWARE\Malwarebytes' Anti-Malware
      Location for Windows x64
      HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Malwarebytes' Anti-Malware
      

    If you cannot locate your registration in the Registry and no longer have access to your order number you can contact Cleverbridge to obtain information about your order and registration information.

    Cleverbridge customer service[*]Launch the program and set the Protection and Registration. Then go to the UPDATE tab if not done during installation and check for updates.

    Restart the computer again and verify that MBAM is in the task tray if using the Pro version. Now setup any file exclusions as may be required in your Anti-Virus/Internet-Security/Firewall applications and restart your Anti-Virus/Internet-Security applications. You may use the guides posted in the FAQ's here or ask and we'll explain how to do it.

[raveydaveyuk]

Thanks WG,

I'll check this first thing tomorrow and report back..

I know he had deleted it himself and run MBAM-clean. I dont think he deactivated AV though.

I go through the steps tomorrow.

Cheers,

RD

[raveydaveyuk]

Sorry for the delay in responding....man flu! Its a killer!!

Further to WG's recommendations.

I uninstalled Malwarebytes, ran MBAM-Cleaner and then reinstalled Malwarebytes without any Antivirus running.

I reinserted the ID and key, but the protection module still won't activate.

Having paid for the product my boss is keen to have it work.

Any suggestions, next steps greatly appreciated.

This is on fully up to date Win XP machine.

[noknojon]

Hello -

Having paid for the product my boss is keen to have it work.

Have you installed this on a "personal" computer or a "company" computer -

Thank You -

[raveydaveyuk]

Hi noknojon,

It is on his work PC.

I installed the free version as a trial and then he upgraded to the paid license.

We did it through the software. Does this make a difference?

[noknojon]

Hi -

Actually it makes a small change -

There is another type of license for company versions.

Please fully read this version of Malwarebytes for Small Business

The Free and "Standard" Paid versions are for Home Users only -

Thank You -

[raveydaveyuk]

Ahh,,,

So contact customer services to ask that the license be changed?