boombastik Posted July 28, 2018 ID:1259543 Share Posted July 28, 2018 (edited) I have a serious problem with my license . I have a lifetime license that reverts random to free. I formatted again my PC to try to fix it. ( i created also a ticket 2373839 ) My machine is the same. Today my mbam reverts again to free. Because i am a beta tester i play with a lot in my uefi bios with compatibility mode cms (enable and disable and i frequently rearrange the hard drives) usually the pc is in full uefi mode with ultra fast mode enable. The PC is the same. Do u have the license tied to hard drives or in cms mode because the machine is the same. I have an older PC with old bios that whatever i do it don't lost the license. Edited July 28, 2018 by boombastik Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted July 28, 2018 Staff ID:1259544 Share Posted July 28, 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 already done so, please run the Malwarebytes Support Tool 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. Download Malwarebytes Support Tool Once the file is downloaded, open your Downloads folder/location of the downloaded file Double-click mb-support-X.X.X.XXXX.exe to run the program You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent. Place a checkmark next to Accept License Agreement and click Next You will be presented with a page stating, "Welcome to the Malwarebytes Support Tool!" Click the Advanced Options link Click the Gather Logs button A progress bar will appear and the program will proceed to gather troubleshooting information from your computer Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. Before submitting your reply, be sure to enable "Notify me of replies" like so: Click "Reveal Hidden Contents" below for details on how to attach a file: Spoiler To save attachments, please click the link as shown below. You can click and drag the files to this bar or you can click the choose files, then browse to where your files are located, select them and click the Open button. 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...
boombastik Posted July 28, 2018 Author ID:1259546 Share Posted July 28, 2018 I uploaded all the logs when my mbam reverted to free! mbst-grab-results.zip Link to post Share on other sites More sharing options...
boombastik Posted July 28, 2018 Author ID:1259607 Share Posted July 28, 2018 My asrock motherboard have 2 sata controllers. If i disable ultra fast boot my Intel sata controller initialized first and c drive take the number 0 and follows all the others hard drives with with number 2,3,4... If i enable ultra fast boot my second controller initialized first (i have one drive there) and it takes the letter I and the number 0. So my c takes the number 1. I think that it is the problem the license is tied to hard drive numbering and lettering. All asus and asrock motherboard have this limitation when have more sata controllers. Can a staff member confirm it? Link to post Share on other sites More sharing options...
dcollins Posted July 30, 2018 ID:1260139 Share Posted July 30, 2018 (edited) The license is not tied to the hard drive numbering or lettering. When your license reverts to free, if you reboot the computer, does it go back to licensed properly or does it remain free? If it remains free, can you get us a new set of logs after rebooting? Also, it looks like your Malwarebytes service is restarting pretty consistently, are you restarting Malwarebytes on purpose by chance? Edited July 30, 2018 by dcollins Link to post Share on other sites More sharing options...
boombastik Posted July 30, 2018 Author ID:1260203 Share Posted July 30, 2018 it remains free. No i don't restart anything. well yesterday i reactivated it, and until now it stays OK. I rearrange the hard drives on propose and all are OK. But i didn't enable the cms(compatibility mode of motherboard). It is possible when i activate the cms mode and the irqs change to have some effect on activation? Also i fix an error with my (I) disk in the second controller. My malware bytes is installed in (c) disk, if the (i) disk makes 2 minute to respond have any effect to activation? Because i found that after a hibernation if the (I) disk makes 2 minutes to respond also the malware bytes icon near clock does not exist for 2 minutes.Maybe malwarbytes service waits all the disks to respond and if one has problems, service restarts consistently ? Link to post Share on other sites More sharing options...
dcollins Posted July 30, 2018 ID:1260208 Share Posted July 30, 2018 It's possible changing between CMS and SecureBoot could be the reason you're seeing this, but I would expect it to happen everytime you flipped that switch. As of now you said it's random, correct? Link to post Share on other sites More sharing options...
boombastik Posted July 30, 2018 Author ID:1260212 Share Posted July 30, 2018 It is random but i enable and disable a lot the cms module. Asrock motherboards are strange you can have cms on and secure boot on in the same time. I will continue to change things in bios but i will leave cms disabled and secure boot on and i will report what will happen after 2 days. Leave this thread open. If it reverts to free until then i will upload the logs after the restart. Link to post Share on other sites More sharing options...
boombastik Posted July 31, 2018 Author ID:1260585 Share Posted July 31, 2018 Until now i didn't enable cms (compatibility mode) and mbam stayed activated. I will continue to observe it. Link to post Share on other sites More sharing options...
boombastik Posted August 24, 2018 Author ID:1265259 Share Posted August 24, 2018 (edited) OK i have done more test. Definitely is something wrong. In asrock motherboard there exist an option for normal boot ,fast boot and a ultra fast boot(GOP GPU). If i have normal boot there not exist any problem. If i select fast boot every time i visit my bios without change anything and push save and exit the mbam after startup requires activation. If i don't visit my bios the mbam stays activated. I know that every time i visit the bios the next boot from motherboard will be normal but i cant understand why mbam deactivates itself. It has nothing to do with secure boot. Do u have an asrock motherboard from haswell and newer to test it? also i have noticed that every time i visit my bios and save and exit with the mbam that deactivates itself i take also a mbam service crash. As a uefi bios beta tester i go into my bios every day and this thing makes my job harder. It is possible to make some change in the way that the activation works? For example less aggressive ? Edited August 24, 2018 by boombastik Link to post Share on other sites More sharing options...
dcollins Posted August 24, 2018 ID:1265292 Share Posted August 24, 2018 Ok, please try this please: Make sure Fast Boot is enabled Download and run mbsupportinfo.exe This will create a file named supportinfo.dat, rename this file to before-supportinfo.dat Boot into your BIOS, don't make any changes, hit save, then go back into Windows Make sure that Malwarebytes is not registered Run mbsupportinfo.exe again This will create a file named supportinfo.dat, rename this file to after-supportinfo.dat Zip up both before-supportinfo.dat and after-supportinfo.dat and attach the zip in your reply This file is encrypted, so no need to worry about details being leaked This should let us know why this is happening Link to post Share on other sites More sharing options...
boombastik Posted August 25, 2018 Author ID:1265366 Share Posted August 25, 2018 I found before seen your answer that if unplug my network cable it stayed always activated.(and plug in 10 sec after startup) So i restarted my router and now i cant recreate it if i change between normal , fast and ultra fast it stays activated. Has this any sense ? I have download your tool and i will wait. Link to post Share on other sites More sharing options...
boombastik Posted August 26, 2018 Author ID:1265609 Share Posted August 26, 2018 OK today reverted to free with a simple restart. In photo after the restart i see a crash with LicenseContollerImpl.dll mbst-grab-results.zip Link to post Share on other sites More sharing options...
boombastik Posted August 26, 2018 Author ID:1265638 Share Posted August 26, 2018 with a simple restart i was meaning a simple windows restart. Link to post Share on other sites More sharing options...
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