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[ RESOLVED ] New Premium-Membership. Malwarebytes asks for key again every day.

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Hello,
I just bought Malwarebytes Premium a week ago and got a key for 2 devices - only one device is activated yet and the website shows that I still can register one more device.

The problem now is that the Malwarebytes program always forgets that I already entered the key.

Startup Hyperscan and Realtimeprotection do not launch because my license is not activated...

I basically have to reenter the key everyday. After entering it again, it works normal.

 

So why is the program resetting my activation?

I have CCleaner installed and use it sometimes, but can this really be the reason that my activation is shreddered?

 

Hope you can give me an advice.

Cheers!

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes 3 Help forum.

 

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Hello and Welcome

Please post the requested logs that were requested by the bot above under the hidden contents  from:

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

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Well I gathered the logs and took a short look into it.

Basically every program and path on my computer is shown there...

 

Will not upload this here.

My privacy is more important than this.

If you need something in special then I can post this but not all the log files with private data inside.

 

Have you heard of my problem in the past?

 

Thanks.

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Greetings,

If you aren't comfortable posting logs publicly you may instead contact Malwarebytes Support directly by filling out the form on the bottom of this page and they will assist you privately via email.

I don't recall seeing anyone else experiencing the issue you describe so my guess is that it is likely some problem unique to your system.  My first thought just based on your description is that perhaps if you are using some kind of system reset/rollback solution, like perhaps as a form of malware/ransomware protection, that could account for the behavior you're seeing if that tool (assuming you are using such a tool at all of course) rolls back Malwarebytes' configuration files/data files and/or registry data.  Other than that it could just be a problem with Malwarebytes itself not writing to its own configuration files properly or perhaps one or more of them being corrupt causing Malwarebytes to restore the clean/original backup copies that it keeps in place for emergencies should such corruption occur.  To try and resolve that if that is a possibility, I'd suggest going ahead and doing a clean install of the software and then testing to see if the issue is resolved:

  1. Run the Malwarebytes Support Tool
  2. Accept the EULA and click Advanced tab on the left (not Start Repair)
  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

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Thank you for your answes guys.

It seems that a clean reinstallation ( with iObit Uninstaller and MalwareBytes support tool) has fixed my problem.

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Excellent, I'm glad you were able to get the issue resolved.  If there is anything else we might assist you with please let us know.

Thanks

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