john16v Posted June 2, 2014 ID:836892 Share Posted June 2, 2014 Talked about headaches and runaround... purchased two key from Newegg, one key worked but the other is invalid. NE told me to contact MB first but since they are experiencing a high volume of support requests and response time times may be up to 3-4 business days... is going to take a while before I hear back from them. Have anybody experience this sort of problem before? Any suggestions in what I should do? "Contact Malwarebytes for assistance first. If they confirmed the code has been used or invalid, please contact us back with their case/reference number. We will submit a request to investigate the issue further. Here is their contact information" TIA,John Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836895 Share Posted June 2, 2014 Hi: Most of the time, this is due to an error entering the ID/key: It says 'Invalid license information' when I try to activate the software. Please post back and let us know if that resolves your issue -- we'll go from there. Thanks, Link to post Share on other sites More sharing options...
john16v Posted June 2, 2014 Author ID:836903 Share Posted June 2, 2014 Hi: Most of the time, this is due to an error entering the ID/key: It says 'Invalid license information' when I try to activate the software. Please post back and let us know if that resolves your issue -- we'll go from there. Thanks, Hi SH, Yeah, I read that Link last night. I have try that key many different time. I've double and triple check the ID and Key to make sure I have it right. I even had my wife cross check and we both came out with the same ID and Key. And SH, I will be happy to scan you (pm or email you) the id key just to make sure I have it right. Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836906 Share Posted June 2, 2014 Hi: Yes, it will take someone from staff to sort it out.I am just a home user myself, so I cannot do it, unfortunately. Our forum Root Admin, AdvancedSetup, will be back here tomorrow, I think.He would probably be the best person to whom to send the information VIA PM -- as you already determined, we wouldn't want you to post the info here publicly.Or you might try a PM to one of the other mod team members. In the interim, you might try to continue to work with Newegg -- as the reseller, they ought be able to sort this out from their end.And, you can use the 14-day trial of PREMIUM while you sort this out -- it contains all of the features of the fully licensed version. Sorry I don't have a faster solution. Thanks for your patience, Link to post Share on other sites More sharing options...
fivealive Posted June 2, 2014 ID:836907 Share Posted June 2, 2014 Correct me if I am wrong but doesn't newegg just email you the key, if so can't you copy and paste it into the right section. Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836913 Share Posted June 2, 2014 Hi: Correct me if I am wrong but doesn't newegg just email you the key, if so can't you copy and paste it into the right section. Not sure what you mean?What would prevent a user from copying the info from the email to the Windows clipboard and then pasting it into the fields, as instructed here?Moreover, that is generally more accurate than transcribing the characters by hand. If the information is on a CD sleeve or card, there have been isolated instances of the sticker being "damaged", such that the alphanumeric characters were obscured in such a way that the "wrong" character was entered. It does sound as if the OP knows what he is doing and has tried the usual steps?<just saying> Link to post Share on other sites More sharing options...
john16v Posted June 2, 2014 Author ID:836918 Share Posted June 2, 2014 Yup, SH is right. Newegg sent the CD (with ID and Key on the sleeve) through the mail. So I can't do a copy and paste. I purchased two key in total. The first key worked fine on my wife computer but the second key came back invalid when I put in the key on my computer. Btw, new to this forum, can you edit your posting? Link to post Share on other sites More sharing options...
fivealive Posted June 2, 2014 ID:836921 Share Posted June 2, 2014 Yup, SH is right. Newegg sent the CD (with ID and Key on the sleeve) through the mail. So I can't do a copy and paste. I purchased two key in total. The first key worked fine on my wife computer but the second key came back invalid when I put in the key on my computer. Btw, new to this forum, can you edit your posting? Ah, I wasn't aware it was an actual CD key, hence why I asked about copying and pasting it, As for editing your post, there have been issues of abuse with that feature, so you need I think its 100 posts before one can edit. Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836922 Share Posted June 2, 2014 Hi: EDIT: It appears that @fivealive was faster on the KB. Because of prior abuse, the mod team had to set a minimum-post-count limit before users can edit posts. I presume you have tried all the usual troubleshooting of: 0 <-> O, and 5 <-> S, and 1 <-> I, and 2 <-> Z, 6 <-> G, etc.This was the explanation in all similar cases I recall seeing here. If so, this will require assistance from the staff.So, your best bet will be to send a PM to AdvancedSetup or a mod with both a scan of the CD label and all the transaction information.Please be patient waiting for a reply. The workaround would be to use the 14-day trial of PREMIUM until this is sorted. I wish I had an easier answer for you, "daledoc1" Link to post Share on other sites More sharing options...
john16v Posted June 2, 2014 Author ID:836930 Share Posted June 2, 2014 Ah, I wasn't aware it was an actual CD key, hence why I asked about copying and pasting it, As for editing your post, there have been issues of abuse with that feature, so you need I think its 100 posts before one can edit. No problem, thanks tho. Hi: EDIT: It appears that @fivealive was faster on the KB. Because of prior abuse, the mod team had to set a minimum-post-count limit before users can edit posts. I presume you have tried all the usual troubleshooting of: 0 <-> O, and 5 <-> S, and 1 <-> I, and 2 <-> Z, 6 <-> G, etc.This was the explanation in all similar cases I recall seeing here. If so, this will require assistance from the staff.So, your best bet will be to send a PM to AdvancedSetup or a mod with both a scan of the CD label and all the transaction information.Please be patient waiting for a reply. The workaround would be to use the 14-day trial of PREMIUM until this is sorted. I wish I had an easier answer for you, "daledoc1"Daledoc1, Thanks for your help and suggestion. I will give that a try....btw sorry to keep referring you to SH, I thought Spam Hunter was your user name... Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836938 Share Posted June 2, 2014 Yep -- Officially, the Consumer Support Team at the help desk is still probably the "best" and most direct way to get help, even if it takes a few days. Please be patient and stay with the ticket. The 14-day trial will at least provide a cushion for you, with complete, PREMIUM features. Let us know how it goes, P.S. No problem about the "SH" -- I knew what you meant. Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836946 Share Posted June 2, 2014 One other crazy thought, john16v: I assume that you are actually trying the installation and activation from a fresh download of the current version's installer, rather than from the CD? If you haven't already done so, perhaps start from scratch and follow the steps here: MBAM Clean Removal Process 2x It can't hurt.... Link to post Share on other sites More sharing options...
john16v Posted June 2, 2014 Author ID:836955 Share Posted June 2, 2014 One other crazy thought, john16v: I assume that you are actually trying the installation and activation from a fresh download of the current version's installer, rather than from the CD? If you haven't already done so, perhaps start from scratch and follow the steps here: MBAM Clean Removal Process 2x It can't hurt.... Yup, brand new laptop with fresh MB download and install as of last night. We try this invalid key first on my wife laptop when it was unsuccessful we try the different key and it worked. Both laptop installed MB fresh yesterday. Quick Update: Dsolution Support emailed back saying my key is missing the last two digit of letter and number?! I scanned the orig. cd sleeve and send it to them...let's see what they say. Is weird because both of the cd key I got only have 14 digit of letter and number Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836958 Share Posted June 2, 2014 "B-I-N-G-O, AND Bingo was his name-O"! Unless something has changed with the new 2.0 licenses.... License ID should be: XXXXX-XXXXX (5 and 5)KEY should be XXXX-XXXX-XXXX-XXXX (4 and 4 and 4 and 4) (At least that's how all 8 of my licenses look) It sounds as if a solution is imminent! Link to post Share on other sites More sharing options...
john16v Posted June 2, 2014 Author ID:836964 Share Posted June 2, 2014 Haha...ok, either I'm confused or something... I know the key holding in my hand only have 14 letters and numbers. And I can't be sure now if the key that work have 16 letters and numbers... I will check back here after work.... Link to post Share on other sites More sharing options...
daledoc1 Posted June 2, 2014 ID:836965 Share Posted June 2, 2014 Hmm, well, this is beginning to sound more like Alice in Wonderland, as we both disappear down the rabbit hole! It certainly is possible that MBAM has changed the format of their consumer license ID and Key.If so, I was not aware of itAll of my licenses are "legacy" 1-PC consumer licenses for version 1.x -- there may be something different with newly-sold licenses. And to confuse matters a bit more, I just grabbed a screen cap of the activation VIDEO from the help desk here.That shows the ID as XXXX-XXXX (not XXXXX-XXXXX), but the key as XXXX-XXXX-XXXX-XXXX.I don't know if that's "real" or a bit of artistic license. OK, well, I'd better crawl back under my rock for now until the experts have a chance to help you. I am confident that it will all be sorted out soon enough.I certainly apologize if I have only added to your confusion and frustration. Link to post Share on other sites More sharing options...
john16v Posted June 3, 2014 Author ID:837099 Share Posted June 3, 2014 Hey daledoc1 (btw, cute dog you have there!) I really feel like a dummy today... after coming and checking the key that work... (drum roll..) it have 16 letters and numbers!! So the key I got from Newegg was indeed missing the last two letters and numbers. If only I knew! Good news, Dsolution inc just emailed me back. They could not find any record of the id & key so they just give me a new id & key. And Daledoc1, please don't apologize for anything. You were very very helpful and I don't think I can thank you enough for helping and sticking with me. Link to post Share on other sites More sharing options...
bcskypilot Posted June 4, 2014 ID:837632 Share Posted June 4, 2014 After a trial version that I was very impressed with I purchased 2 lifetime disks from Newegg.com; Malwarebytes Anti-Malware Pro Lifetime 1 PC - OEM. The version I received is different than the trial I had and shows a 1.70 version. I tried to install and activate the programs with the CD and am getting the same Invalid license information error others are posting on. I have spent over 1.5 hours on hold with your support level 2 and was then disconnected. I opened a trouble ticket and received the email below stating it could take up to four days. After reviewing your forums and the reviews on Newegg this seems to be a known issue. I wish I would have read the reviews first… Newegg has referred me back to you directly since the keys are provided by the manufacturer. *## Please type your response at the top of this reply. ## Your request (#469482) has been received.We are currently experiencing a high volume of support requests. Response times may be up to 3-4 business days. Please rest assured that we will respond as quickly as possible. In the meantime, you may find your answer in our comprehensive FAQ's and Forums.FAQ:https://helpdesk.malwarebytes.org/homeForums:https://forums.malwarebytes.org/Thank you for your patience. If anyone has any suggestions I would appreciate it. Link to post Share on other sites More sharing options...
john16v Posted June 4, 2014 Author ID:837645 Share Posted June 4, 2014 Hi Bcskypilot, Sorry to hear about your problem. Whom did newegg had you contact? Is it Dsolution? If you submitted a ticket marked with "Urgent" then it should not take long before they response back. It only took them an hour before they replied back. Btw, is your key or license missing any letters or numbers? License ID: XXXXX-XXXXX (5 and 5)KEY: XXXX-XXXX-XXXX-XXXX (4 and 4 and 4 and 4) Mine was missing the last two letters and numbers (was yours too?) Since they cannot find record of it, they just give me new id & key. Not that this will help, you don't have to install it through the CD (the cd is outdated) go ahead and download it straight from Malwarebytes. GL Link to post Share on other sites More sharing options...
daledoc1 Posted June 5, 2014 ID:837824 Share Posted June 5, 2014 Hi, again, @john16v: Sorry for the late reply.I am glad you got it all sorted out.Thanks for your follow-up and your kind words.Take care! @bcksypilot: Your problem sounds as if might be a bit different. And @john16v"s issue appears to be resolved.So, to reduce confusion for everyone, it would help us to help you if you could please start a NEW, SEPARATE topic using the button. That way, the staff and experts will be able to more easily provide you with the individual help to get you up and running. Thanks!! Link to post Share on other sites More sharing options...
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