Tom1947 Posted February 3, 2017 ID:1098932 Share Posted February 3, 2017 @Aura The same thing happened to me. Bought a lifetime premium license in 2011, been using it ever since until update reverted it to a free version. Now it won't accept my key. Sent in a support ticket on Wednesday. Still waiting for a response. There is no free trial option for me. Link to post Share on other sites More sharing options...
Aura Posted February 4, 2017 ID:1098938 Share Posted February 4, 2017 Tom, you should be able activate your trial by clicking on the "Get the Premium Trial" button in the top-right corner of your screenshot while you wait for the Help Desk to reply to your ticket. Also, check your Junk and Spam folders as well to see if there isn't an email from the Help Desk lying around. Link to post Share on other sites More sharing options...
Tom1947 Posted February 4, 2017 Author ID:1099087 Share Posted February 4, 2017 @AuraNothing happens when I click the "Get the Premium Trial" button or the "Start My Premium Trial" button in Settings. The other buttons work, so I assume it's not a problem with my mouse or PC. On Feb 1st, I received an auto-respond email from Malwarebytes Support that said, "We have received your request and an agent will respond to your ticket in the order in which it was received." I have heard nothing from them since then. There is nothing from Malwarebytes in my Junk E-mail, Spam or Trash folders. As a customer who paid for one of their products, I'm disappointed in the lack of a timely response from support. It would be nice to know if Malwarebytes is aware of this problem and is working on a solution. Link to post Share on other sites More sharing options...
Tom1947 Posted February 4, 2017 Author ID:1099089 Share Posted February 4, 2017 You aren't alone. Others, including myself, have had the same problem and have been ignored by support. Link to post Share on other sites More sharing options...
Tom1947 Posted February 4, 2017 Author ID:1099094 Share Posted February 4, 2017 @celee Why isn't this on your list of Malwarebytes 3.0.6 Known Issues? Why are paying customers who's lifetime licenses stopped working after the 3.0.6 update being ignored by support? This is a serious issue called breach of contract and could result in a class action lawsuit if not corrected. Malwarebytes' CEO needs to know about this problem ASAP. Link to post Share on other sites More sharing options...
Aura Posted February 4, 2017 ID:1099099 Share Posted February 4, 2017 The activation issues have been present even back in Malwarebytes 2.x, so it isn't a "known issue" for Malwarebytes 3.0. Most of the time, these are caused by an improper uninstall of a previous Malwarebytes product (where the licence wasn't deactivated first). Also, did you ever run Malwarebytes 3.0 in "Trial mode" on that system, or not? If the button isn't working, I suggest you to reinstall Malwarebytes 3.0.6 and see if you can click on it after, while waiting for a reply from the support. Link to post Share on other sites More sharing options...
Administrators celee Posted February 4, 2017 Administrators ID:1099115 Share Posted February 4, 2017 Hi @Tom1947, like Aura mentioned above, prior to Malwarebytes 3.0, you would need to deactivate your license before you transfer it over to a new computer or reinstalling Windows. However, some users are unable to deactivate their license due to a hard drive failure, etc. At this point, contacting our support team is recommended as they can assist in resetting your license so you can once again use it to activate your Premium version. Can you provide me with your support ticket reference number? I'll go see what's going on with your ticket. Please continue to be patience as our support team works through their queue. Thanks, Cecile Link to post Share on other sites More sharing options...
Tom1947 Posted February 5, 2017 Author ID:1099144 Share Posted February 5, 2017 @celee Hi Cecile. I was unable to deactivate my license on my last PC, although my license worked on my new PC until the latest update. If resetting my license will solve the problem, that would be great. My support ticket reference number is "Case #1210010". I hope you can get support to help me resolve this problem soon. Thanks. @Aura As I told Cecile, I was unable to deactivate my license on my last PC. I have never run Malwarebytes 3.0 in "Trial mode" on my system. Do I need to uninstall Malwarebytes 3.0.6 in the Control Panel before reinstalling it? Thanks. Link to post Share on other sites More sharing options...
Aura Posted February 5, 2017 ID:1099150 Share Posted February 5, 2017 That would explain why you're having issues activating your licence. And yes, you need to uninstall Malwarebytes 3.0.6 from the Control Panel before reinstalling it. Link to post Share on other sites More sharing options...
Tom1947 Posted February 5, 2017 Author ID:1099156 Share Posted February 5, 2017 (edited) @Aura I uninstalled, reinstalled, and guess what? The Premium Trial button is gone. Plus, when I tried again to activate my license, a different popup appeared that said "installation token Not Found." The popup used to say "the current license entitlement has expired." Edited February 5, 2017 by Tom1947 Added "Premium" Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 5, 2017 Root Admin ID:1099170 Share Posted February 5, 2017 Hello @Tom1947 Please send me a private message with your purchase and license information and I'll assist you in getting this working. Let me have you run the following removal first. Please uninstall your current version of MBAM and reinstall the latest version using the following guide. MBAM Clean Removal Process 2x After the reinstallation, Please read the following and post back the 3 requested logs as an attachment. Diagnostic Logs Thank you Ron Link to post Share on other sites More sharing options...
Tom1947 Posted February 6, 2017 Author ID:1099290 Share Posted February 6, 2017 @AdvancedSetup Hello Ron. On Friday I uninstalled Malwarebytes 3.0.6 using mbam-clean-2.3.0.1001 and Farbar Recovery Scan Tool. I uploaded mb-checkResult.txt and Fixlog.txt and reinstalled Malwarebytes 3.0.6 per @dcollins. Here are the 3 logs you requested. I'm sending you a private message with my purchase and license information. Thank you for your help. FRST.txt Addition.txt mb-checkResult.txt Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 8, 2017 Root Admin ID:1099961 Share Posted February 8, 2017 Your WinPatrol anti ransomware driver keeps crashing. You should probably contact their support to see what's up with that and see about getting it fixed. For the licensing issue let's do the following temporarily. Remove or put back the original HOSTS file on the computer and then restart the computer and see if you're able to activate or not. If not then start a DOS Command Prompt and type in the following and post back the results. TRACERT keystone.mwbsys.com Link to post Share on other sites More sharing options...
Tom1947 Posted February 8, 2017 Author ID:1099992 Share Posted February 8, 2017 Still couldn't activate after rebooting with original HOSTS file. See DOS Command Prompt results below. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 9, 2017 Root Admin ID:1100265 Share Posted February 9, 2017 Replied to your PM now that Malwarebytes is running again. Link to post Share on other sites More sharing options...
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