Premium version reverts to FREE version

[Broeux]

My lifelong premium version periodically, without notice reverts to the free version leaving me vulnerable to online attack. I've had to try to remember to check to see if my premium version is active before going online, and it usually is, but when I forget to check it is when it inevitably reverts to the free version! This has been occurring over a period of many months, and I've submitted support tickets previously without resolution. I have seen others with the same issue but have not found a solution. It is getting very tiresome, not to mention putting me at risk of attack. In fact, an attack is often how I learn that I've been running the free version without protection.

Attached is the mbst-grab-results log. I'm hoping someone can help me find a resolution to this problem once and for all.

mbst-grab-results.zip

[Malwarebytes]

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[Broeux]

My license has been deactivated yet again today leaving me with just the free version. Attached is log #2 grabbed while the free version is active. Please respond.

mbst-grab-results.zip

[LiquidTension]

Hello Broeux,

Thank you for your patience.

Do you occasionally remove/disable your wireless network adapter or disconnect from the Internet for extended periods of time?

[Broeux]

Never, but even if I did what is rationale for kicking me out of my premium version. Seems to me you have a programing problem.

[LiquidTension]

Thanks for clarifying. We're currently reviewing this further. I will post back as soon as possible with an update.

[LiquidTension]

Hi Broeux,

Thanks again for your patience. We need additional information to help determine the cause of this issue.

Please ensure Malwarebytes Premium is activated and then carry out the instructions below:

• Download MBSupportInfo.exe using the following link:
  https://malwarebytes.box.com/s/qhyxw7gwikqs213znxwht4q1xnqpav5h
• Double-click MBSupportInfo.exe to run the tool.
• Note: If you are prompted by Windows SmartScreen, click More Info followed by Run anyway.
• A Command Prompt window will briefly appear then close.
• A file named SupportInfo.dat will be created in the same folder as MBSupportInfo.exe.
• Please rename this file to SupportInfo-Before.dat and move it to a safe location.
• Please wait until the next time Malwarebytes automatically reverts to Free.
• Afterwards, please rerun the MBSupportInfo.exe tool.
• A new file named SupportInfo.dat will be created. Please rename this file to SupportInfo-After.dat.
• Please attach both files to a forum post.

[Broeux]

Thank you. I now have SupportInfo-before.dat and will closely monitor MB to see if it reverts.

Meanwhile, the initial question to me:  "do you occasionally remove/disable your wireless network adapter or disconnect from the Internet for extended periods of time?" -- and I do not -- makes me wonder if my Internet access on this PC via a range extender might be a factor. It has always given me a strong signal and I have never had a problem with dropping Internet connections using it. Still, it's something to consider. As an experiment, I have switched this PC to a direct network connection to see if my Premium MB version reverts to the free version again (though I still don't see why an interruption of the connection should deactivate my license). Note that sometimes the deactivation issue occurs very frequently, sometimes a few days elapses between occurrences, so it may take a while to see if the connection via extender might be the culprit.

[LiquidTension]

Thank you for the information. I will look out for your post with the two SupportInfo.dat files.