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Client Software - Not registered

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Hi, We have logged numerous calls with Malwarebytes which they have decided to e-mail us to ask if the call can be closed as we have not contacted? We've had not response from the team yet...


We basically have pushed the .MSI which we have created in the console via Dell KACE (Similar to SCCM) and this has installed on the clients with no problem. These are not reporting into the management console. We have this error "Managed Client software was already installed. The  client has not been registered. Object reference not set to an instance of an object."


This is on most of our estate so we can not push policies out. We have had some poor support since purchasing this 3 weeks ago and are getting the point of removing this from our estate. Can we have a contact for a call center or have some remote support as I bored of constantly sending logs with NO resolution.




Edited by DanJordan
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Hi Dan, your premium support entitlement does grant you phone access, our hours are 6am-6pm Pacific US time. The number is not publicly provided, it will be within your purchase documents that were sent by your sales agent after the purchase was completed.

I looked over some of your existing cases. When you upgrade from 1.7 to 1.8 you must complete the client upgrade before touching or modifying any of your policies, if you fail to do so, the clients will be sent an incorrect check-in timer value. This is the note from the upgrade steps on our KB for upgrading - https://support.malwarebytes.com/customer/portal/articles/1835539-?b_id=6520

During the period between upgrading the management console and managed client software, you may observe significantly longer check-in intervals from your endpoints.  This behavior is temporary, and is automatically corrected after you upgrade the managed client software on your endpoints.


An additional item to note, based on the upgrade tactic you've chosen with KACE, when you use the offline installer package through a third party push tool (GPO, SCCM, KACE PDQ Deploy etc), you cannot install the upgrade over the top of the existing software. You must first uninstall the current builds, reboot the machines, and then deploy the upgraded build through your chosen tool. Only the built-in push tool within the console can upgrade client builds over the top of the existing install.

The object reference not set to an instance of an object is an error displayed when the machines need to be rebooted after an install.

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