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Friends Renewal Help Please

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***This is an automated reply***


Thanks for posting in the Malwarebytes 3 Help forum.


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


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

    welcome mbst.png
  • 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:

     notify me.jpeg  

    Click "Reveal Hidden Contents" below for details on how to attach a file:

    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: 


For any of these issues:

  • Renewals
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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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The first thing to try would be downloading the latest installer from here and installing it over the top of your friend's existing installation then restarting the computer to see if the issue is resolved.  If the problem persists then go ahead and perform a clean install by following the instructions below:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced Options on the main page (not Get Started)
  3. Click the Clean button, and allow it to restart your system and then reinstall Malwarebytes, either by allowing the tool to do so when it offers to on restart, or by downloading and installing the latest version from here

Once that's done, open Malwarebytes and click on Settings>Application and click the Install Application Updates button assuming it runs now to make sure that all program updates are installed.  Once that completes check the Settings>About tab to verify that the two numbers highlighted below match what is shown in your friend's installation:


If that failed to resolve the issues then please go ahead and run the following tool on your friend's system and post back with the ZIP file it creates attached to your reply so that we can take a closer look at what's going on with the installation:

  1. Run the Malwarebytes Support Tool again
  2. Click Advanced Options on the main page (not Get Started)
  3. This time, click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

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Hi. Thanks. When we run the installer it says installing and the activity bar shows no progress. We let it  run for at least 5 min. before canceling it. Should the progress bar show activity? How long does it take  to install? Will he loose his license key in the installation? It is saved in the order confirmation. Sorry for all the questions, Bob.

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Go ahead and restart the computer first... then try the installer once more.  If that fails post the logs that were requested above

The installer (depending on the speed of your computer) can take a few minutes to start I have seen this before.... Once the installer kicks in you will see a progress bar.  It should retain your license info during the upgrade.

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