Lack of Technical Support

[Raptor66]

i opened a case with support on wednesday 16th september and today is saturday the 19th and the case is still unassigned.

 

i have a premium licence and would have thought it should have been dealt with by now

 

i clean installed my laptop with windows 10 and forgot to deactivate malwarebytes on my previous windows 8.1

 

when i try to activate i get the following message

 

"cannot activate. error 403 - The usage level has exceeded the max volume allowed"

[TwinHeadedEagle]

Hello,

Sorry for the inconvenience, it is weekend and MalwareBytes support is sometimes drowning in help requests, so they can't reach to everyone.

Let's see if we can help you here:

• Download the MBAM-Check tool from this page.
• Run the MBAM-Check tool.
• A black command prompt window will open briefly, then close. Afterwards a log file will open.
• A new log file, CheckResults.txt, will be created on your desktop.

Once the CheckResults.txt file is created, please attach it here.

[daledoc1]

Hi:
 
In addition to Twin's expert advice....
 
You wrote:
 

"cannot activate. error 403 - The usage level has exceeded the max volume allowed"

We're sorry you are having problems with license validation.

A "403" error cannot be directly resolved here in the forum.

First:
Please be sure you are not trying to activate your license on more computers than your license allows.

Next:
Please be sure you are entering the correct alphanumeric characters in the correct format.
For example, please be sure not to swap "0" for "O", "1" for "I", etc; and be sure not to add extra spaces.
"Old" lifetime licenses have both a Key and an ID, each of which needs to be entered in its own field.
The ID format is most likely XXXXX-XXXXX and the Key format is most likely XXXX-XXXX-XXXX-XXXX
(Only "new" replacement licenses have just a Key, without an ID.)
There is more information here: How do I activate Malwarebytes Anti-Malware?

Next:
If those do not resolve your issue, unfortunately, the only folks who can help with that particular error code are the Support folks at the help desk.
We here at the forum do not have access to the necessary information to resolve such an error.

• Since you already have a ticket at the Help Desk, please try to be patient. The Help Desk is busy, and they are also assisting users with technical support and malware cleanup cases.
  • Please do not open multiple tickets there -- doing so will slow down the process and could delay their response to you.
• If you do NOT already have a ticket at the Help Desk, you may open one HERE.
  • Please provide the Help Desk with as much of the following information as possible (but do NOT post this sensitive information here in this forum):
    • Name of purchaser
    • Email address of purchaser
    • Date of purchase
    • cleverbridge reference number (or details about the seller, if it was NOT malwarebytes online store)
    • MBAM license ID and Key information

• Either way, please be sure to check your spam and junk mail folders, to verify that the emails from the Support team did not land there by mistake.

In the interim, you may wish to perform a CLEAN REINSTALL of MBAM -- the setup wizard will offer a 14-day Trial with the full, premium features, while you sort out the licensing issues. (1 Trial per PC per MBAM program version)

Thanks for your patience and understanding,

[Raptor66]

as requested please find attached file from mbam check

CheckResults.txt

[daledoc1]

Hello:

 

Thanks for the log.

 

It shows that the system needs a reboot to complete the installation:

 

Pending File Rename Operations:
================================
If any Malwarebytes Anti-Malware items are listed below, the user must reboot to complete a Malwarebytes Anti-Malware upgrade installation.
Pending File Rename Operations:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\Session Manager\
    PendingFileRenameOperations    REG_MULTI_SZ    \??\C:\Program Files (x86)\Malwarebytes Anti-Malware\mbamext.dll.old

 

If that doesn't resolve your issue, then you'll need to wait for assistance from the Help Desk.

They are the only folks who can correct a 403 error.

 

In the interim, you can try a clean reinstall and use the 14-day Trial version, as explained in my previous reply (1 Trial per PC per program version).

 

Thanks for your patience,

[TwinHeadedEagle]

Everything seems to be in order.

Few months ago, MalwareBytes implemented new licensing system to fight a huge number of pirated licenses. Also, they had a huge problem with pirated keys being sold on Amazon, Ebay and similar websites. Unfortunately, it left them with a bit of a problem with customers that got scammed. If you have a proof of purchase, you should get a new key if you were scammed. You should wait for support to answer your ticket.

[gringo_pr]

Greetings Raptor66

This is something best handled on the helpdesk - so I can check out the license

If you can PM me your name or email I will look it up to see what has happened to your case

gringo

[govna]

I have proof of purchase and i am not being honored how come?

[David H. Lipman]

You were requested to contact the Help Desk and PM William.

 

Therefore I do not understand why you are making subsequent queries in the public sub-forum where you can't be helped.

[Raptor66]

this has been solved by william in tech support. thanks to all here who helped with their advice

[Raptor66]

i was talking about my issue and not govna's issue

[David H. Lipman]

i was talking about my issue and not govna's issue

 

Mea culpa.

 

I didn't realize your thread was hijacked.

[AdvancedSetup]

Thank you topic will be closed now.