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Just purchased premium and cannot open to activate

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Just now, stwcmw said:

We purchased Malwarebytes premium and cannot open the dashboard to activate our license key.   We have uninstalled and reinstalled and are still not having any luck.  Please help.

Let's try and get some logs first so the team can review them and see if they can tell what may be causing your issues....

  1. FIRST: Create and obtain Farbar Recovery Scan Tool (FRST) logs
  2. Download FRST and save it to your desktop. Tell any program that blocks it to ignore or allow. It IS SAFE. It contains no info that can identify or harm you.
  3. NOTE: You need to run the version compatible with your system. You can check here if you're not sure if your computer is 32-bit or 64-bit
  4. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  5. Press the "Scan" button
  6. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
    NOTE: These two files will be collected by the MB-Check Tool and added to the zip file for you
  7. NEXT: Create and obtain an mb-check log
  8. Download MB-Check and save to your desktop
  9. Double-click to run MB-Check and within a few second the command window will open, then click "OK"
  10. This will produce one log file on your desktop: mb-check-results.zip
  11. Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area
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10 minutes ago, stwcmw said:

I tried to follow the first step to download FRST.  It is not allowing me to do it. 

It sounds like you are infected.


Could you try to boot to "Safe Mode with Networking" for me, try to open Malwarebytes (should have better luck), turn on Rootkit scanning and perform a scan.You do not need to activate to do this.

Boot to Safe Mode with Networking




Edited by Porthos
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Sorry...I work all day and hate to fiddle with computer when I get home!  I just followed all of your instructions.  Good news....it detected 36 items.  After I restarted the computer, MWB popped up for me to activate the premium license.  I re scanned and it found nothing.  We are hoping this fixes the issues with the microphone automatically muting itself.  So far so good.  You have renewed my faith in the software!  Thanks for your help.  

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11 minutes ago, stwcmw said:

You have renewed my faith in the software!  Thanks for your help.

We are always happy to assist.  If you still think you might still have infection issues we have a dedicated malware removal section which is free for free or paid users Click HERE if you need someone to check out if the malware is truly gone.:)

Thanks for the update and your continued support of Malwarebytes.:)


Anyone else reading this topic and need assistance, Please START your OWN Topic.

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