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Can't activated my premium license

nunaka
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Malwarebytes

Malwarebytes

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  • Staff
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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

If you are having technical issues with our Windows product, please do the following: 

Spoiler

If you haven't done so already, please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. Download FRST and save it to your desktop
      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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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

One of our experts will be able to assist you shortly.

 

If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/community/consumer/pages/contact-us to get help

If you need help looking up your license details, please head here: https://support.malwarebytes.com/docs/DOC-1264 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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AlexSmith

AlexSmith

Posted
Posted

@nunaka I am sorry to hear you are having issues with our product. Sounds like we need to dive deeper in to this to find out what's going on. In order to do that, we will need some logs from you.

Please run these two tools and then attach the logs in your next reply:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Farbar Recovery Scan Tool (FRST)
    1. Download FRST and save it to your desktop
      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
    2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
    3. Press the "Scan" button
    4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
      • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions
  • MB-Check
    1. Download MB-Check and save to your desktop
    2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 
    3. This will produce one log file on your desktop: mb-check-results.zip
      • This file will include the FRST logs generated from the previous set of instructions
      • 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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AlexSmith

AlexSmith

Posted
Posted

@nunaka while that's not what was asked for and is missing a lot of the things MB-Check collects, it still may be enough for us to work with. Looking at what you posted right now and will report back shortly. Thanks for following up!!

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AlexSmith

AlexSmith

Posted
Posted

@nunaka looks like I was able to see just enough from the log files to see what's up, so thank you for posting them.

Anyways, it appears you have not only have an older version of Malwarebytes but several of it's core components are missing, corrupted, or were installed improperly. Don't worry, we can fix that by getting you started off with a completely fresh installation of Malwarebytes by using the Malwarebytes Cleanup Utility (aka MB-Clean):

  1. Download the latest version of MB-Clean
  2. Close all open applications
  3. Double-click and run mb-clean.exe. A prompt with an option to clean up the system will appear:
    • Yes - will proceed with backing up the license key (Malwarebytes 3.x only) and initiating the cleanup process
    • No - will exit the utility
  4. Once the cleanup process is completed, a prompt will appear:
    • Yes – will proceed and post reboot you will be prompted to continue with the downloading, installation and activation of latest version of Malwarebytes 3.x
    • No – will exit the utility and you will not be prompted (post reboot) to download, reinstall and re-activate (not recommended)
      • We recommend rebooting immediately. Additionally, stopping at this step is not recommended and will most likely not resolve your issue(s).
  5. Upon reboot, a prompt will appear:
    • Yes - will download, install and activate the latest version of Malwarebytes 3.x
    • No - will exit the utility and the cleanup process is complete
      • Choose this option if you do not want to download, install and activate the latest version of Malwarebytes 3.x
    • A log file ("mb-clean-results.txt") will be on your desktop. This might be needed if things didn't work out as planned.

If you continue to encounter issues after that, then we will need the full MB-Check logs mentioned earlier.

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AlexSmith

AlexSmith

Posted
Posted
1 minute ago, nunaka said:

Oh! Thank you very much ,.

I'm so sorry for my fault and make you waste your time 

thank you very much

@nunaka not a waste of time at all. Glad your issue is resolved!!

Thanks @Porthos for the assist!!

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