malware premium quit

[jxxzz]

I had a power outage waited a few minutes to see if it was going out again then thought it is ok I turned my pc back on and in the middle of powerup the power went off again, Now my malware premuim will not open or start at all. I did put in a ticket to support but they appear busy so hopefully it is ok to tried to get help here its been a couple days I really want to get this back up and working. any help is appreciated.

[1PW]

Hello jxxzz and

We do apologize for the long wait. The holidays and vacations may have taken their toll.

The Malwarebytes' Consumer Support Help Desk portal is still flying the "Alert" box with an "up to four days delay" message.

We will leave this topic open though. Please let us know after the fourth business day, if you haven't been contacted. Please do make sure you check your email's Spam or Junk folder just in case your Help Desk email gets diverted there.

Thank you for your patience and understanding.

[Firefox]

Hello and

More than likely, one of your Malwarebytes files got damaged during the power loss, a clean re-install will more than likely solve your issue...

Let's try this first....

• Please uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
• If that does not correct the issue, then please read the following and post back the 3 requested logs - Diagnostic Logs

  (the three files should be CheckResults.txt, FRST.txt and Addition.txt)

• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

Thank You,

Firefox

[jxxzz]

Hello and

More than likely, one of your Malwarebytes files got damaged during the power loss, a clean re-install will more than likely solve your issue...

Let's try this first....

• Please uninstall your current version of MBAM and reinstall the latest build - MBAM Clean Removal Process 2x
• If that does not correct the issue, then please read the following and post back the 3 requested logs - Diagnostic Logs

  (the three files should be CheckResults.txt, FRST.txt and Addition.txt)

• NOTE: There is an FAQ section with valuable information located here - Common Questions, Issues, and their Solutions

Thank You,

Firefox

 

before I uninstall and reinstall I would say I have a paid version and I do not know if I can do that with a paid version.

I can see that with a free version. also I can not get to malware support if I try to sign in it always kicks me out on the

list the text. even when I see something like 501 as the text if I put 501 it kicks me out. I was able to get a ticket put in but can not get in to check the status.

[jxxzz]

before I uninstall and reinstall I would say I have a paid version and I do not know if I can do that with a paid version.

I can see that with a free version. also I can not get to malware support if I try to sign in it always kicks me out on the

list the text. even when I see something like 501 as the text if I put 501 it kicks me out. I was able to get a ticket put in but can not get in to check the status.

also I wanted to add I can not open it at all so I would not be able to give reports. I get a windows popup saying " a problems caused it not to open and a choice to close or let window find a solution which windows can not find the solution. thanks.

[jxxzz]

Hello jxxzz and

We do apologize for the long wait. The holidays and vacations may have taken their toll.

The Malwarebytes' Consumer Support Help Desk portal is still flying the "Alert" box with an "up to four days delay" message.

We will leave this topic open though. Please let us know after the fourth business day, if you haven't been contacted. Please do make sure you check your email's Spam or Junk folder just in case your Help Desk email gets diverted there.

Thank you for your patience and understanding.

# 511372 is 6 days old; another poster ask me to uninstall malwarebytes Not sure that can be done with paid versions I can see that with free versions thanks,

[daledoc1]

Hi:

 

Until 1PW and Firefox return...

 

# 511372 is 6 days old; another poster ask me to uninstall malwarebytes Not sure that can be done with paid versions I can see that with free versions thanks,

 

Yes, the help desk can be quite busy.

As forum volunteers, we don't have any control over that.

 

However, as Firefox suggested, the power outage likely corrupted an MBAM file, and a clean reinstall will likely fix the problem.

Yes, the paid, premium version certainly CAN be reinstalled, as per the instructions here: MBAM Clean Removal Process 2x

You just need to have handy before you start your MBAM license ID/key information.

 

It would have been sent to you in an email at the time of purchase.

If you don't have the email and didn't save a printed copy, then you can contact the e-commerce partner, cleverbridge.

They will look it up and send it to you.

Cleverbridge contact info is here: How do I obtain my license key or confirmation email?

If you cannot locate the license info right now, you can always perform the clean reinstall and use the free, 14-day Trial of the Premium version while you sort the licensing issue.

 

Hope this helps,

 

[jxxzz]

Hi:

 

Until 1PW and Firefox return...

 

 

Yes, the help desk can be quite busy.

As forum volunteers, we don't have any control over that.

 

However, as Firefox suggested, the power outage likely corrupted an MBAM file, and a clean reinstall will likely fix the problem.

Yes, the paid, premium version certainly CAN be reinstalled, as per the instructions here: MBAM Clean Removal Process 2x

You just need to have handy before you start your MBAM license ID/key information.

 

It would have been sent to you in an email at the time of purchase.

If you don't have the email and didn't save a printed copy, then you can contact the e-commerce partner, cleverbridge.

They will look it up and send it to you.

Cleverbridge contact info is here: How do I obtain my license key or confirmation email?

If you cannot locate the license info right now, you can always perform the clean reinstall and use the free, 14-day Trial of the Premium version while you sort the licensing issue.

 

Hope this helps,

ok, sorry for sounding impatient Im afraid of things getting into my computer did not realize holiday situation. thanks for info on reinstall I was not sure if it could be done. I will try that I should have my key thanks

[Firefox]

If you do not have your ID and KEY, below is ways to get it....

You should contact cleverbridge.....

If you lost your ID and License Key then send an email to: cs@cleverbridge.com

cs@cleverbridge.com

Phone: +1-866-522-6855

Monday - Friday: 8:00 AM - 8:00 PM (CST)

Also, their contact info can be found HERE.

When you get the email Print it out

Malwarebytes Tech support does not have any access to, or information pertaining to any sales\shipping\user account\registration issues.

You may also try and look up your product info by using your registered email address HERE or HERE

If you need anything else, don’t hesitate to post.

Thanks

[jxxzz]

Ok fellows I found my key and uninstalled and reinstalled. The only thing I see is it says no real time protection.

Ok next day somehow over nite it changed from no real time protection to having realtime protection. So now all is well in my world

other than I still have not heard from support.

 

I would like to thank you guys for helping resolve my problems with malwarebytes It Is Workng just Fine. Thanks

[daledoc1]

Hi:

The only thing I see is it says no real time protection.
Ok next day somehow over nite it changed from no real time protection to having realtime protection.

 
We're glad things seem to be OK, but that doesn't sound right.
Real-time protection should not be changing from "off" to "on" (or vice versa).
 
If you'd like someone to take a peek to see if there's something amiss "under the hood", then please read the following and post back attached to your next reply the 3 requested logs - Diagnostic Logs (the 3 logs are: FRST.txt, Addition.txt and CheckResults.txt)

 

It's up to you, though.

 

Cheers,

[jxxzz]

ok try again, hope it works this time.

ok just to clarify when I first reinstalled mbam said no real time protection. the next morning it did say

it has real time protection.

one other question Window security is off and when I tried to turn it on it said it cannot be started

Do I need it. I have wise care 365 paid

vipre for browser paid

malwarebytes paid.

CheckResults.txt

Addition.txt

FRST.txt

[daledoc1]

Hi:
 
Your logs show evidence of at least some minor infections.
That is a common cause of real-time protection turning on and off.
 
As such, you might want to head over to the malware removal section to have an expert run some deeper scans and see about getting you cleaned up.
I suggest that you please start with the advice in this pinned topic: Available Assistance For Possibly Infected Computers.

Since you have already run FRST, you just need to start a new topic in the malware removal section (including these same logs!) and, if possible, reference back to this forum topic:

https://forums.malwarebytes.org/index.php?/topic/154095-malware-premium-quit/

A malware analyst will guide you through the cleanup process.

Thanks,