Premium 2.0 Malicious Website Protection won't activate

[robbyja]

Hello-

 

I have been a Pro V1.75 and user for a long time with no issues at all.  

 

About a week back, the tray icon went grey and it wouldn't allow me to activate "malicious website protection."  Sometimes, it would go on for about 5 seconds and then go back to "unprotected" status.  Full scan showed no issues.  I downloaded and ran the rootkit tool which also showed no issues.  Reboots didn't work.  Uninstall (using the clean tool) and then reinstalling didn't work.  

 

I uninstalled using the clean tool and bought Premium V2.0 and still having the same issue.

 

DDS.TXT is attached.

 

Sent two emails to support with no reply.

 

Thanks

 

 

dds.txt

[daledoc1]

Hello and welcome:

 

Sorry you are having issues enabling MWP module;

 

Until the staff/experts arrive, a couple things:

 

Hello-

 

I have been a Pro V1.75 and user for a long time with no issues at all.  

 

<snip>

I uninstalled using the clean tool and bought Premium V2.0 and still having the same issue.

 

1) It sounds as if you bought a new license for 2.00?  If, as you describe, you already had a lifetime consumer license for version 1.75 PRO, there was no need to do that.  Lifetime licenses are being honored with the new version, with no need to buy a new one.  If you have a 2nd computer, perhaps you can use the 2nd license for MBAM Premium on that computer, too?

 

2) Can you please also post the ATTACH.TXT log from DDS?

 

Thanks - I'm sure someone will be here shortly to assist you,

 

daledoc1

[Firefox]

Hello and

Along with the info from daledoc1 above, also run the below tools and post the logs, and post all logs that are produced....

Sorry that you're having issues. Let's get some logs so we can see what's going on. It's pretty late for me right now so I'll check back on you sometime tomorrow but go ahead and run the scans and post back the logs please.

Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.

You can check here if you're not sure if your computer is 32-bit or 64-bit

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please copy and paste it to your reply.
• The first time the tool is run, it also makes another log (Addition.txt). Please copy and paste it to your reply as well.

Then run the this one too

Please create an mbam-check log:

• Download mbam-check.exe from here and save it to your desktop
• Double-click on mbam-check.exe to run it, it should then open a log file
• Please do not copy and paste the entire contents of the log into your next post, instead please attach the log CheckResults.txt file which should now be located on your desktop to your next post

Thanks