wolcov Posted January 27, 2018 ID:1207360 Share Posted January 27, 2018 I was unable to start my Web Protection service so I reinstalled Malware Premium but I can Activate my license because it is greyed out. mb-check-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted January 27, 2018 Staff ID:1207361 Share Posted January 27, 2018 ***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) Download FRST and save it to your desktopNote: 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 Double-click to run FRST and when the tool opens click "Yes" to the disclaimer Press the "Scan" button 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 Download MB-Check and save to your desktop 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" 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 Link to post Share on other sites More sharing options...
thisisu Posted January 27, 2018 ID:1207583 Share Posted January 27, 2018 Hi there, There was an issue with the web protection today. Please read the following: https://forums.malwarebytes.com/topic/220112-important-web-blocking-ram-usage/?tab=comments#comment-1206581 Regarding your Activate license issue, just so I understand your issue correctly, the button here is grayed out? Maybe try the "Change License Key" button at Settings --> My Account. Firs try to update your database version though as this might solve the activation issue you are experiencing. Link to post Share on other sites More sharing options...
wolcov Posted January 27, 2018 Author ID:1207633 Share Posted January 27, 2018 I do not see a "Change Licence Key" button Link to post Share on other sites More sharing options...
thisisu Posted January 27, 2018 ID:1207670 Share Posted January 27, 2018 10 minutes ago, wolcov said: I do not see a "Change Licence Key" button Thanks for letting me know. Were you able to update your database and restart your computer yet? Link to post Share on other sites More sharing options...
wolcov Posted January 27, 2018 Author ID:1207708 Share Posted January 27, 2018 Under Scan Status is says the Updates are current. Does this mean the database was updated? Link to post Share on other sites More sharing options...
thisisu Posted January 27, 2018 ID:1207736 Share Posted January 27, 2018 9 minutes ago, wolcov said: Under Scan Status is says the Updates are current. Does this mean the database was updated? Yes, but just to be sure. You can go to Settings ---> About Look for the line that says "Update package version". It should say "1.0.3803" on this same line as that's the latest database version as I write this. Can you confirm if you see that? Link to post Share on other sites More sharing options...
dcollins Posted January 27, 2018 ID:1207741 Share Posted January 27, 2018 Your issue is unrelated to the other issue going on. Most of the time your issue indicates that the key format is incorrect. Two things to check. If you have a key that also has an ID, make sure you're putting them in the right place (they switched between 2.x and 3.x) and also make sure to include any dashes or hyphens properly. If you still have issues after that, please message me your key directly by clicking on my name and choosing Message Link to post Share on other sites More sharing options...
thisisu Posted January 27, 2018 ID:1207787 Share Posted January 27, 2018 Thanks Devin! Link to post Share on other sites More sharing options...
wolcov Posted January 27, 2018 Author ID:1207881 Share Posted January 27, 2018 It is now working. I had the ID key and ID reversed. Thank you Link to post Share on other sites More sharing options...
thisisu Posted January 27, 2018 ID:1208082 Share Posted January 27, 2018 Glad you got it working Link to post Share on other sites More sharing options...
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