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Premium reverting to free

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Hi. Googling shows this not to be minor issue, but no answer was found. My Premium (life long) version has started to revert to free, with obviously no protection whilst scanning the Web.

Deleted through W10 and re-installed, entered ID and Key - OK. Noticed that if I click on the hidden upward arrow on the taskbar and the box that appears says- 'Check for updates and MB is protecting all, then open MB is no problem. BUT, when a window underneath with a ticked box says start with Windows, I'm stuffed. Free version.  Enter ID - OK, enter Key -OK- Activate - Problem validating SSl server.Try opening IE and try again!!!!  Downloaded MB clear/clean and reinstalled for the third time. Entered ID and Key, all back to normal. Getting pretty fed up with this carry on and limited Data download. Have been using MB since for ever without any problems and recommend it to all people who I see have no defence on their computer or Tablet. This has only just started to happen AND I strongly suspect Windows is behind it. Both MB and CCleaner are the Startup menu, but if I am not around when the computer starts, and the box appears 'do you want  CCleaner to run', then it does not go to the hidden icon, nor doe MB. Sorry for the long rant. Perhaps someone can explain and fix this problem not just for me. MB version loaded is 3.6.1. Thanks. Cheers.  

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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:

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  4. Place a checkmark next to Accept License Agreement and click Next
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  6. Click the Advanced tab
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  7. Click the Gather Logs button
  8. A progress bar will appear and the program will proceed with getting logs from your computer
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  9. Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
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Please do the following so that we may take a look at what's going on with your Malwarebytes installation and hopefully it will reveal the cause of this issue:

  1. Download and run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  3. 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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OK, there's definitely something up with your system.  At this point I'd recommend working with one of our specialists to check the system for infections and other issues.  To do so, please follow the instructions found in this topic, skipping any steps that you are unable to complete, then create a new topic in the malware removal area including the requested logs and info by clicking here and one of our malware removal specialists will assist you in checking the system, and hopefully in the process will determine what's causing these problems and correct it or at least find more clues as to what's going on to cause these issues.

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H Exile. Can not open FRST. Blocked by Chrome and Windows (disabled Defender), still blocked by Windows. Tried renaming FRST - no go. The only file I have is the one created by MB clean remover/installer, and it appeared to have trouble removing directory (145). All scans with MB no detections. Windows Defender no detections. Anything else? Will have to leave until after all hell has susided after the New Year. Many thanks. Season's Greetings.

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As I mentioned above, just skip any steps that you're unable to complete.  The malware removal specialist will guide you one what to do next, just go ahead and create a new topic in the malware removal area that I linked to once you get a chance and they'll work with you on getting the tools to run and hopefully to find and fix whatever it is that's causing these problems.

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