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Premium licence resets to trial after every system restart.


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This is a continuation to this topic. I'm including my "mbst-clean-results.txt" which includes info about the support tool cleaning process. While in this process I noticed that the program was not able to back up my premium licence although I had already been using the malwarebytes software with a premium licence. The malwarebytes program is resetting to trial after every system restart and the same goes with windows safe mode as well. While inside windows environment I'm able to enter my premium licence key and it accepts it. But after the clean process with the support tool and when I try to put the key in after it re-install the software, it gives the "no token found" error and "unable to contact the server, check you windows firewall settings" or something like that. I have already put the necessary exceptions in my avg internet security software as instructed by the programmer in my previous posts.

mbst-clean-results.txt

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***This is an automated reply***

Hi,

Thanks for posting in the Malwarebytes for Windows Help forum.

 

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

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@LeonhartGR

We need to get information from this machine in order to have the proper detail to help you forward.
 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 xxx.xx.exe to run the report
        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, "Get Started!"

    Do NOT use the button “Start repair” !
    Click the Advanced tab on the left column
    
    Click the Gather Logs button
    
    A progress bar will appear and the program will proceed with getting logs from your computer
   
    Upon completion, click a file named mbst-grab-results.zip will be saved to your Desktop. Click OK
    Please attach the ZIP file in your next reply.

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22 hours ago, LeonhartGR said:

when I try to put the key in after it re-install the software, it gives the "no token found" error and "unable to contact the server, check you windows firewall settings" or something like that. I have already put the necessary exceptions in my avg internet security software as instructed by the programmer in my previous posts.

What happens when you fully uninstall AVG? I have a feeling it is the issue.

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I don't wish to uninstall avg since it's my main security tool but I will try if I have to for you to see what happens. But if I am to uninstall avg for a licence reset I can just leave it as it is. Avg has a feature option that I may activate so as it can run along with other antivirus software but then it deactivates some real time features so it's not worth it. Isn't there a programming awy that you may fix this issue. I noticed that the server is not even blocked in the hosts file which is the main reason for not communicating with the malarebytes servers.

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Hi @LeonhartGR  

If I may add a  bit:   Disabling AVG would be a good idea while this all is being troubleshooted.

It appears there was a issue  ( access denied) during the last clean procedure, And, there was a failure to start one of the Malwarebytes services.

One of my questions is:  Was the clean-reinstall run of the evening of the 8th  the first time that was tried?

and

was there more than one install attempt prior to this ?

 

Taking baby steps is suggested  & just looking online at Malwarebytes on what they show the status / usage of Premium license is a good step.

Look online at Malwarebytes MyAccount to see if the license is tagged as activated / in use.

I'd like to know how many seats it says are "available".

 

Assuming you bought licenses directly from Malwarebytes, you would have supplied a Email at the original purchase.

That same email is what you should use to login to Malwarebytes MyAccount.

https://my.malwarebytes.com/en/login

If you have misplaced or do not have the password for that login, use the blue "Forgot password" link.

 

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