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I've been using Malwarebytes for years.  I've got two lifetime licenses.  I realized Malwarebytes was not working today and while trying to get it working came to this site for more information.  When I tried to log in I found my account was closed.  What is going on?

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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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If you haven’t already done so, please run the Malwarebytes Support Tool and then attach the logs in your next reply:

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.

  1. Download Malwarebytes Support Tool
  2. Once the file is downloaded, open your Downloads folder/location of the downloaded file
  3. Double-click mb-support-X.X.X.XXXX.exe to run the program
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  6. Click the Advanced tab on the left column

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  9. Upon completion, a file named mbst-grab-results.zip will be found on your Desktop. Click OK

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39 minutes ago, NoWhereM said:

When I tried to log in I found my account was closed.  What is going on?

@AdvancedSetup will have to look into you account issue.

What are your issues with the program? To assist us we need some info.

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.

Please do the following so that we may investigate 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

Thanks

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I sent a message to Malwarebytes support not long after posting here.  My account on this website was closed, which does not suggest a program issue to me.  I had created an account not that long ago which contained both of my licenses.  I'm thinking that for some reason my licenses have been canceled.  Not good when I'm using the program and it's turned off without notice.  I did use the support tool to create the log file as you suggested.  If and when support contacts me I'll send that to them.  Thank you for your help.

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Just FYI, if it was your forum account that was closed then it has no bearing on any licenses or subscriptions as the forum accounts are on a separate system completely independent of licensing or the My.Malwarebytes.com My Account license management function.  With that said, if you haven't done so already I would suggest creating an account at My.Malwarebytes.com using, if possible, the same email address you used when you originally purchased your license(s) so that they should then be automatically imported and show up in your account.  If you cannot use the same email for some reason, such as the email address no longer existing, then you may instead create an account using your current email address and then try adding your license(s) as described in this support article.

If that does not help to resolve the issue then Malwarebytes Support will be able to assist you with your licenses.

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5 hours ago, NoWhereM said:

I realized Malwarebytes was not working today and while trying to get it working came to this site for more information.

 

2 hours ago, NoWhereM said:

which does not suggest a program issue to me. 

It did to me. You stated Malwarebytes was not working.

 

2 hours ago, NoWhereM said:

If and when support contacts me I'll send that to them.  Thank you for your help.

We are the front-line support.  That is why I asked for the logs.

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Okay, thanks to both of you.  I just went to the My.Malwarebytes.com you pointed me to, and my account is there and both of my licenses are showing.  What I don't understand is when I came here my account login information from that site was saved here.  I don't understand that, as it's not a valid account here, and I haven't been here before.  I just assumed when I followed a link from a web search here and that login information came up that this is where I came to register those a while back.  

So it's a program issue.  I tried to start the program up, it won't.  Before I came here I found the  repair tool and tried running that, it just hangs and never finishes.  I tried to uninstall the program so I could reinstall, it won't.  It just hangs as well, never finishes.  I'll trust that no personal information is stored in those logs and attach them to this post.  I'm at a loss and don't want to have to reinstall windows to fix this.    

mbst-grab-results.zip

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Thanks for the logs.  I noted two things that might be significant.  First, User Account Control is at least partially disabled and/or turned down from its default settings.  This may cause issues with Malwarebytes since it, like most modern Windows applications, has been designed to be fully compatible and compliant with User Account Control.  You should try re-enabling/resetting UAC back to its defaults, reboot, then try the Malwarebytes Support Tool again to see if it is then able to correct the issue, otherwise you may try running the tool as admin if you haven't tried doing that already (that shouldn't be necessary if you restore UAC back to defaults but might be needed if you don't).

Instructions on resetting UAC can be found in this article.

Next, I noticed that you have Avast AV installed.  Their most recent versions have been known to sometimes cause issues with Malwarebytes and this is the most likely cause I believe in your case as well.  To correct the issue you should be able to temporarily disable or remove Avast AV, then install Malwarebytes, then re-install or re-enable Avast, then create exclusions in Avast for the items listed in this support article from Avast's real-time protection and the problem should hopefully be resolved.  You may also exclude Avast's primary program folder (likely under C:\Program Files and/or C:\Program Files (x86)) as well as its primary data folder, likely located under C:\ProgramData using the method described under the Allow a file or folder section of this support article.

I hope this helps, and please let us know how it goes and if you still continue to experience any problems.

Thanks

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My UAC setting had been changed.  I'm guessing when Windows 10 Updated a few days ago.  Resetting it, rebooting, and running the repair tool has Malwarebytes working again.  

I only installed Avast after finding Malwarebytes turned off and not being able to fix it.  Not sure if I will uninstall it now or not.  Almost hate to admit I've only been running Malwarebytes and Windows 10 Security on this computer for the last 14 months or so since I set it up.  I downloaded a trial version of a deep scan program several months ago and it found nothing on my computer other than tracking cookies, which I really don't care about.

Thank you for the help.

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10 minutes ago, NoWhereM said:

Almost hate to admit I've only been running Malwarebytes and Windows 10 Security on this computer for the last 14 months or so since I set it up. 

I and all of my clients use that combination. But I also use only Firefox or Chrome and now since Edge has a Chrome version use the Malwarebytes browser guard as well.

You also need to change a setting in Malwarebytes to have both Defender active as well.

 

Sec center off.png

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1 hour ago, NoWhereM said:

I downloaded a trial version of a deep scan program several months ago and it found nothing on my computer other than tracking cookies, which I really don't care about.

Thank you for the help.

I'm glad we were able to help, please let us know if there is anything else we might assist you with :)

With regards to cookies, Malwarebytes does not detect cookies at all, however it is possible that it did detect some kind of PUP such as an unwanted browser addon/extension or similar if that's what you mean.

As for running Malwarebytes alongside Avast, you may if you wish, or you can keep Defender enabled and continue to use that alongside Malwarebytes as the two of them are actually a really good combo which is used by many of our customers.  If you follow the instructions above from Porthos it will enable you to keep Defender's real-time protection active alongside Malwarebytes instead of having Defender disable itself.

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