Didn't recieve my licensing information yet

[Marvin]

I paid for the premium version for Malwarebytes on my PC and i still got no licensing information mail. 

Bought it at: 2019/01/13

Petra Schmitz

Order number: 89453421

[Malwarebytes]

***This is an automated reply***

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[exile360]

Greetings and welcome,

To get the fastest response please contact Malwarebytes Support directly via the form found on this page as they have direct access to the licensing system and should be able to lookup your license information for you.

In the meantime, please be sure to check your junk/spam folder(s) in your email to make sure that the license email wasn't moved there by your email provider by mistake.

If there is anything else we might assist you with please don't hesitate to let us know.

Thanks

[Marvin]

Okay thank you. But unfortunately it says that my account doesnt appear in the system in the customer login. It also says "work in progress". Im just waiting now.

[exile360]

That's OK, just fill in the form (it uses a separate login/system from the forums here) and they will be able to contact you.

You can also try creating a login at My.Malwarebytes.com to see if your license info shows up there.  You can find more info on doing so in the following support articles:

https://support.malwarebytes.com/docs/DOC-1032

https://support.malwarebytes.com/docs/DOC-1036

https://support.malwarebytes.com/docs/DOC-1264

[Marvin]

Ah okay i didnt know that.

 

[Marvin]

Okay i set up an account and my license still doesnt show up. Well i bought it from germany so maybe it just takes a while to confirm the payment.  

Thank you very much for information.

[exile360]

OK, no problem.  If it doesn't show up soon, go ahead and contact Support via the form I linked to above and they'll get it sorted out for you for sure, but hopefully it's just taking a bit to process and will arrive soon.  In the meantime do you at least have the 14 day free trial running so that your system is protected?

[Marvin]

Well its protected from the trial version and the windows defender. I wanted to put kaspersky on it but it took like 17% of my system performance so i switched to malwarebytes premium now and i also tested it with some batch files that were immediately recognized.

System Specs:
AMD Ryzen 7 2700x 
Nvidia Geforce RTX 2070 
Corsair Vengeance 16gb @3000Mhz 
Crucial M.2 SSD 1TB

[exile360]

Excellent, you should be fine then, but please do let us know if that license email doesn't show up within the next day or two.  I definitely don't want you to end up having to go unprotected for any length of time; thankfully the 14 day trial is fully functional so you get all the same protection/features as the fully licensed/paid version while the trial is active so you aren't missing any key protection features.

Nice system, I'm guessing you do some gaming  

As you can see from my signature, my system isn't quite as good (especially with regards to the graphics card), but at 1080p it isn't too bad and I can run pretty much everything at max settings without falling below 60FPS.

[Marvin]

Yep i do all kinds of stuff. 

Gaming is just one of them.
Im doing graphics design, music production and game-developement. 

So yeah, its good to have some protection.

[exile360]

Cool, well you definitely made a good choice in your CPU then.  Those extra cores/threads definitely help when doing anything super thread intensive that deals with production (like video/audio production, rendering tasks etc.).

Malwarebytes should serve you well.  It's pretty light on resources and if you ever take the system offline to do any particularly intensive work and want to shut the protection down, it can be done in a matter of just a few clicks (unlike many modern AVs, which often don't let you turn them off completely without uninstalling them).  I used to do a bit of video editing and since I wasn't surfing the net while doing so, I'd just disable my network connection then exit all my security software to free up as much of my system's resources as possible so being able to exit Malwarebytes from the tray and having it actually take all of its processes, services and drivers out of memory was very nice and once I was done I could just launch Malwarebytes again to turn everything back on then re-enable my connection and I was back in business to get back on the web.

[Marvin]

Bump #2 

Still got no E-Mail 😕

[LiquidTension]

Hi Marvin,

This is currently being looked into. I'll send you a message here on the forum with further details once I have them.

[Marvin]

Ah thank you very much

I also wanna ask you something @LiquidTension

As i said im doing music production in an audio programm named Ableton Live. Im using it all day but since i installed Malwarebytes it gives me an error message that it can't create temporary files, and the programm closes. I added the programm itself, the chache (where the temp files are located to) and the other local files to the exclusion list but it does nothing. I also turned off all security settings and tried it again but eventually it does nothing to it. Maybe Malwarebytes prevents the automatic creation of files in general or am i wrong?

[exile360]

It sounds like it's probably the Ransomware Protection component interfering with it based on your description.  That module isn't nearly as proactive as the other components in Malwarebytes and rather than attempting to prevent infection, simply monitors process and file activities in memory and on disk to look for ransomware infections that have already infected the system to stop them, hopefully before your files get encrypted.  Considering the fact that virtually all ransomware infections get onto systems through the use of exploits, the far more proactive Exploit Protection and Web Protection components (not to mention the Malware Protection component) are far more likely to stop any such attacks before they ever get to the point where the actual ransomware is downloaded and installed/executed on your system so you may safely disable it without greatly increasing your risk of infection.  In fact, I've kept that module disabled almost entirely since it was first integrated into Malwarebytes (due to past performance issues with that module; though most of those have now been resolved, and because I trust the other components to keep my system safe) so if necessary, you should be OK disabling it while using your program, assuming that module is in fact the cause of the issue.

You can also try excluding the program folder for your music application from Malwarebytes using the Exclude a File or Folder option and leaving the default option selected which excludes it from detection by all of the modules (which I believe you already did) and you can add the folder it is using for temp files to your exclusions, but for that one just select the Exclude from detection as ransomware only to see if that helps.  It may be necessary to also exclude the data folder used by the music application which is likely located somewhere under C:\ProgramData or under C:\Users\Your Username\Application Data or possibly both.

[Marvin]

"You can also try excluding the program folder for your music application from Malwarebytes using the Exclude a File or Folder option and leaving the default option selected which excludes it from detection by all of the modules (which I believe you already did) and you can add the folder it is using for temp files to your exclusions, but for that one just select the Exclude from detection as ransomware only to see if that helps.  It may be necessary to also exclude the data folder used by the music application which is likely located somewhere under C:\ProgramData or under C:\Users\Your Username\Application Data or possibly both." 

Thank you but i already did that part.

[exile360]

Yep, I just wanted to make sure just in case.  Did you try disabling Ransomware Protection alone to test/verify that it's the component causing the issue?

[Marvin]

I did disable it for a moment but it has nothing to do with it. It keeps giving me an error.

 

[Marvin]

Maybe i should just uninstall it and try it then to make it 100% sure.

[exile360]

OK, thanks.  Have you tried disabling the other protection components individually to see if that makes a difference?  If that doesn't help then you might try disabling the self-protection component by opening Malwarebytes and navigating to Settings>Protection and toggling the Enable self-protection module setting to Off under Startup Options as that could also be the issue.

Please let us know how it goes in your testing, both for the protection components and for uninstalling.

Thanks

[Marvin]

So i turned off the setting and it did nothing. I uninstalled malwarebytes and restarted my computer and well.. Its still there.. But that issue has not occured before so i think malwarebytes corrupted some of my settings in that programm. 

[Marvin]

Haha! I solved it! Somehow, Malwarebytes turned on all windows defender settings (including realtime folder protection) and since then i wasnt be able to save anything anywhere. So i turned that folder protection off now and it works perfectly with malwarebytes now!

 

[exile360]

Aha, that explains it.  Well done  

I guess Windows Defender turned itself on once the other AV was removed and must have enabled that feature (Malwarebytes can't touch Windows Defenders' settings, but Defender does sort of have a mind of its own, especially when it thinks its the only protection on the PC).