malwarebytes cd wont work

[screwdriver]

hey we got a new computer today and the Malwarebytes installation cd isn't working.

 

i have attached a screenshot of what it looks like when i run the cd.

 

none of the buttons or icons work when you click on them it is like its just a picture. i tried downloading the free version of malwarebytes and activate the product from there. i typed the codes from the box and it keeps saying invalid license information. i tried typing it in uppercase and lowercase, with and without the dashes but get the same thing. i then uninstalled and reinstalled the malwarebytes free version following directions from the malwarebytes support page and using  the malewarebytes clean up tool. we then returned the disc and got another with the same problem so i repeated the same steps above except the reinstall but got the same thing.

 

the box says Malwarebytes Anti-Malware Premium. im not sure if it being premium is why it wouldn't activate using the free download but i couldn't find a premium download only free versions and full versions.

 

the only other thing i installed is AVG 2014. i disabled all the firewalls and tried the cd again but got the same result.

 

i have updated the computer checking for more updates after each reboot i believe i am finally caught up.

the laptop is using windows 8. the only thing i havnt done is get 8.1

 

am i doing something wrong? can anyone tell me how to fix this or show me what to do?

 

thanks for any help.

[Wide_Glide]

Hello screwdriver and   

 

 

To get you up and running, from the Free version, copy and paste the ID and Key you received from Cleverbridge into the Registration panel.

Everyone starts out with the Free version and activates the Pro version from there.

 

So far as the CD not working correctly, Staff would have to address that issue

 

How to Activate the PRO Version

 

How do I activate Malwarebytes Anti-Malware?

 

[screwdriver]

hey thanks for the welcome and for the quick reply.

 

I don't know if this makes a difference but I bought it at OfficeMax not online so I never received anything from cleverbridge (that I know of. if I did and didn't realize how can I check?). but I do have the id and key numbers that were included in the box. but they don't seem to work. 

[daledoc1]

Hi, screwdriver:

 

In addition to @WideGlide's excellent suggestions and until staff arrives, a couple of thoughts (note: I am not personally familiar with Win8, but nothing mentioned below should be different in Win8 vs. Win7/Vista/XP):

 

1) It looks as if the display settings (DPI scaling) in the control panel might be set at 125%, not default 100% (which might be why the install wizard window is displaying strangely, with blank areas in the window & perhaps why the buttons aren't working)?

 

2) There's no need to install from the CD.  It may well contain an older, outdated version of the program.  It's always best to install directly from a fresh download of the MBAM installer.  As WG explained, the installer is the same for Free and PRO/Premium -- one uses one's license ID & key to activate the PRO/Premium features.

 

3) I suspect you might be typing in the ID & key incorrectly, perhaps confusing "0" with "O" and/or "1" with "I": It says 'Invalid license information' when I try to activate the software. -- this is the most common reason for this problem.

 

4) You mentioned that you tried a clean reinstall using the mbam-clean removal tool -- did you reboot the computer when prompted after running the removal tool? (This is very important to remove remnants of incorrect license data on the system).

 

Having said all that....

I would suggest trying again to cleanly uninstall/reinstall the program, by carefully following the steps for Option 1 here: MBAM Clean Removal Process.

• Be sure to reboot when asked after running mbam-clean.
• Use a download of the installer, not the CD.
• You might want to temporarily pause protection in AVG during the install, but be sure to re-enable it after!!!!
• Please be very careful when entering the license ID & key information to activate the PRO/Premium features.

 

Then please post back and let us know if that resolves your issue.

 

Thanks,

 

daledoc1

[shadowwar]

The boxed version installer and key is a little different animal.

 

Couple suggestions till someone from support arrives.

 

1. Try copying cd locally or to flash drive and run installer from there.

 

2. Try installing in safe mode if above doesnt work.

[daledoc1]

@shadowwar:

 

Thanks for those suggestions about the new boxed product.

 

 

@screwdriver:

 

Please let us know if any of my suggestions  or -- more likely -- shadowwar's suggestions work for you.

 

 

Thanks,

 

daledoc1

[tetonbob]

Hi screwdriver. If shadowwar's suggestions do not help, please create a support ticket and we'll be able to assist you there.

http://www.malwarebytes.org/support/consumer/contact/

Thank you.

[screwdriver]

well I changed the dpi setting from 125% (which is what it came with I guess) to 100% and that did the trick, good eye daledoc1. I entered the code there and it accepted it. it is up and running now and says it is MalywareBytes Pro so thanks for all of your help, you guys are great for putting in the time and effort to help me out.

thanks again.

[shadowwar]

good job Daledoc1. Will let support know on this.

[daledoc1]

Glad it's working now.

 

daledoc1

[tetonbob]

daledoc1, thanks for your powers of observation!

[daledoc1]

daledoc1, thanks for your powers of observation!

 

Hehehe.

I've seen DPI scaling issues in the past on my own laptops with the MBAM v.1.x updater and with other, 3rd-party programs.

However, they are usually cosmetic.

 

I  was actually a bit surprised that this turned out to be both a functional issue and the source/solution of the OP's problem.

 

I could be wrong, but I think the MBAM Devs *are* aware of this with the upcoming new GUI/program version?

 

Cheers,

 

daledoc1