Blu3220 Posted August 2, 2017 ID:1148778 Share Posted August 2, 2017 Every couple of weeks or so there is a problem with something in MB premium not switching on, no matter what I do, whatever it is that is not working always requires un-installing MB and then downloading and re-installing. the program again. The license key and ID I have is a non subscription key and ID, meaning it was bought before the subscription thing came in. The last time there was a problem I went through the process of un-installing and re-installing but when I entered my key and ID numbers it came back as "key had been used too many times". I contacted support and they fixed it for me, they also told me that in future to deactivate the key and ID before doing the fresh install and this would avoid my key and ID being rejected on activation. So again MB goes down yesterday, web protection won't turn on, so I deactivate the key and ID, do a fresh install. So much for the advice I was given last time this happened! When I go to activate my key and ID I get the message again that "your key has been used too many times" . Well yeah it's been used too many times because MB keeps screwing up. Does anyone know of a fix for this because to be honest I am on the verge of binning MB and finding something else. The old MB worked just fine as far as I see it and wasn't broken, so why the heck did they try and fix it. Link to post Share on other sites More sharing options...
Porthos Posted August 2, 2017 ID:1148779 Share Posted August 2, 2017 (edited) 6 minutes ago, Blu3220 said: So again MB goes down yesterday, web protection won't turn on, so I deactivate the key and ID, do a fresh install. So much for the advice I was given last time this happened! When I go to activate my key and ID I get the message again that "your key has been used too many times" . Malwarebytes has a tool that automates deactivating and reinstalling the program and it reinserts the key and activates it at the same time. But you will have to contact support again this time to reset it again. Edited August 2, 2017 by Porthos Link to post Share on other sites More sharing options...
Blu3220 Posted August 2, 2017 Author ID:1148782 Share Posted August 2, 2017 (edited) 9 minutes ago, Porthos said: Malwarebytes has a tool that automates deactivating and reinstalling the program and it reinserts the key and activates it at the same time. But you will have to contact support again this time to reset it again. Hi Porthos and thank you for the prompt reply. I contacted support yesterday by email and am now awaiting their reply. The problem as I see it is that none of this should be happening, especially with the type of premium account I have. Also the fact that they say that it may take a couple of days to reply doesn't inspire confidence either, it makes one wonder if the product has so many complaints it takes them days to get around to fixing. Computer is now vulnerable to attack while waiting for them to sort things out. Edited August 2, 2017 by Blu3220 Link to post Share on other sites More sharing options...
Porthos Posted August 2, 2017 ID:1148815 Share Posted August 2, 2017 Since this is your first visit to the forms let me welcome you and apologize for your issues. I don't know what has transpired with support concerning your MB not switching on properly and I don't know what diagnostic logs you have provided them so all I can say there are many talented helpers and staff here on the support forums as well that can work on your MB issue here. If you are willing to let us help you here with the issues you have please let us know. As for your support ticket, it has been taking more than 2-3 days to respond as they have been busy lately. Just a heads up. Link to post Share on other sites More sharing options...
Blu3220 Posted August 2, 2017 Author ID:1148846 Share Posted August 2, 2017 Hi Porthos, hey I don't mind doing what it takes to get things fixed. However I will say I have jumped through all these hoops before with tech support and it hasn't fixed the problem. As for my support ticket, doesn't them being busy and taking 2-3 days to get back to us tell you anything? It says to me that if they are that busy they are having to deal with a lot of people because their product is having a lot of problems. Like I said though whatever it takes to fix the problem but if I could I would go back to the old MB I would, never had a problem with it. Link to post Share on other sites More sharing options...
Porthos Posted August 2, 2017 ID:1148851 Share Posted August 2, 2017 10 minutes ago, Blu3220 said: doesn't them being busy and taking 2-3 days to get back to us tell you anything? Not really. Being that there more than a million using the program and the majority do not have issues including 9 years of my personal clients(100's) each computer setup is different and support here on the forums is a lot better and faster than the helpdesk as long as we can get all of those logs that are asked for. There many people here on top of the staff that can fix issues. Link to post Share on other sites More sharing options...
Blu3220 Posted August 2, 2017 Author ID:1148887 Share Posted August 2, 2017 Don't know if the logs will still be accessible as I've re-installed MB, capture below is where It's at right now. Besides my main issue is with my key and ID being blocked, as this isn't a yearly subscription key and ID I don't see why it is limited to the number of times it's re-installed on my computer only. However if we can fix the issues MB has without all the messing about every couple of weeks more the better. Link to post Share on other sites More sharing options...
Porthos Posted August 2, 2017 ID:1148890 Share Posted August 2, 2017 3 minutes ago, Blu3220 said: Besides my main issue is with my key and ID being blocked, as this isn't a yearly subscription key and ID I don't see why it is limited to the number of times it's re-installed on my computer only. That needs the help desk. Every time the program is uninstalled with out a successful deactivation it thinks it is being installed on another computer at the same time. Those were 1PC licenses only. Many in the past were abusing them so better license security was put in place. 7 minutes ago, Blu3220 said: However if we can fix the issues MB has without all the messing about every couple of weeks more the better. We can get on that after your key is reset. Link to post Share on other sites More sharing options...
Blu3220 Posted August 2, 2017 Author ID:1148935 Share Posted August 2, 2017 I would always use the deactivation before I did an un-install/re-install of MB, I learned that the hard way. Thing is MB support told me that if I did the deactivation I wouldn't have the problem I have now. So much for that little gem of information. Link to post Share on other sites More sharing options...
Blu3220 Posted August 4, 2017 Author ID:1149275 Share Posted August 4, 2017 What on earth is going on with MB support? They have just sent me an email which asks, and I quote " Hello, Just checking in. I was wondering if you need further assistance or have more questions, just let me know and I'll be happy to help! Thanks! Malwarebytes Consumer Support" Given that the issue hasn't been dealt with I'm kind of at a loss as to why they are asking me this. Link to post Share on other sites More sharing options...
gonzo Posted August 4, 2017 ID:1149300 Share Posted August 4, 2017 I'm not taking a stand either way, but have you checked your junk mail and spam folders? Depending on wording and your mail provider's rules, a reply may have ended up there. I'm not in Support so I can't help here, but that is something that happens often. Link to post Share on other sites More sharing options...
Blu3220 Posted August 4, 2017 Author ID:1149304 Share Posted August 4, 2017 Hi Gonzo and thank you for your reply. I have MB support on my safe senders list so it won't go into my junkmail/spam folder. Just in case though I checked my junk/spam folder and it is empty. I'm getting the impression from the email they sent that they think the issue is resolved when it isn't. Link to post Share on other sites More sharing options...
Telos Posted August 4, 2017 ID:1149675 Share Posted August 4, 2017 18 hours ago, Blu3220 said: Given that the issue hasn't been dealt with I'm kind of at a loss as to why they are asking me Reply to that email and describe your present situation. Not to worry. Link to post Share on other sites More sharing options...
Blu3220 Posted August 4, 2017 Author ID:1149709 Share Posted August 4, 2017 44 minutes ago, Telos said: Reply to that email and describe your present situation. Not to worry. Hi Telos, yup I have replied to every email they have sent me. It's now been 5 days without MB on my computer Link to post Share on other sites More sharing options...
Firefox Posted August 4, 2017 ID:1149716 Share Posted August 4, 2017 maybe @AdvancedSetup can check on your ticket when he comes online... All we can offer at the moment... thanks for being patient... Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 4, 2017 Root Admin ID:1149728 Share Posted August 4, 2017 Hello @Blu3220 Please post your ticket number or send me a private message with your ticket number and I'll check on it for you. Or, if you like I can certainly try to help you figure out what's going on and getting it working. Thanks Ron Link to post Share on other sites More sharing options...
Blu3220 Posted August 4, 2017 Author ID:1149747 Share Posted August 4, 2017 29 minutes ago, AdvancedSetup said: Hello @Blu3220 Please post your ticket number or send me a private message with your ticket number and I'll check on it for you. Or, if you like I can certainly try to help you figure out what's going on and getting it working. Thanks Ron Hi Ron and thank you for taking the time to do this for me. The ticket number is 2033854 Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 4, 2017 Root Admin ID:1149799 Share Posted August 4, 2017 Okay, I was able to find one of the support techs to take a look. They should be sending you an email soon to work on this issue. Thank you for your patience. Ron Link to post Share on other sites More sharing options...
Blu3220 Posted August 4, 2017 Author ID:1149810 Share Posted August 4, 2017 15 minutes ago, AdvancedSetup said: Okay, I was able to find one of the support techs to take a look. They should be sending you an email soon to work on this issue. Thank you for your patience. Ron Hi again Ron, received the email and MB is now up and running again. Support is going to hook me up with a specialist to get to the root of the problem of it going belly up every couple of weeks so thank you very much for doing that for me. Also to all those that replied and helped me out. Porthos, Gonzo, Telos and Firefox, guys thank you very much for your time and effort. It has been very much appreciated. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted August 5, 2017 Root Admin ID:1149827 Share Posted August 5, 2017 Great, glad they're able to assist. I'll go ahead then and close this topic here. Have a great weekend Ron Link to post Share on other sites More sharing options...
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