BobShrewsbury Posted August 13, 2020 ID:1400992 Share Posted August 13, 2020 I have the same problem as Romcrash69. Everything good and then I cannot connect. I have rebooted countless times but I am someone who is not particularly computer literate and any explanation has to be addressed to the 'terminally stupid'. What do I do and do you have a fix for this issue or do I simply give up? Link to post
Root Admin AdvancedSetup Posted August 13, 2020 Root Admin ID:1400999 Share Posted August 13, 2020 Hello @BobShrewsbury Sorry to hear you're having issues connecting with Privacy VPN Please follow the directions from the following topic and I'll be more than happy to assist you Upload Malwarebytes Support Tool logs offline Thank you Link to post
Root Admin AdvancedSetup Posted August 13, 2020 Root Admin ID:1401040 Share Posted August 13, 2020 Looks like it may be late in the evening for you @BobShrewsbury When you have a moment please go ahead and post back the requested log and I'll follow up with you again tomorrow morning Cheers Link to post
BobShrewsbury Posted August 14, 2020 Author ID:1401181 Share Posted August 14, 2020 Hello. Still have same issue. Will not connect and everytime I try I get a message 'could not connect. Please check your internet connection and try again. Was working fine a week ago. Link to post
Root Admin AdvancedSetup Posted August 14, 2020 Root Admin ID:1401227 Share Posted August 14, 2020 Hello @BobShrewsbury I have moved your post in the other user's topic back here to your own topic. Please follow the directions from the following topic and I'll be more than happy to assist you Upload Malwarebytes Support Tool logs offline Thank you Link to post
BobShrewsbury Posted August 15, 2020 Author ID:1401526 Share Posted August 15, 2020 Simple question. I have been asked to use the support tool and to do so I need a ticket number. How to I find or get this? Many thanks. Link to post
Root Admin AdvancedSetup Posted August 15, 2020 Root Admin ID:1401528 Share Posted August 15, 2020 Hello @BobShrewsbury Please re-read the article. You do not need to have or get a ticket. That is only for when working via email with our Helpdesk. To post here, you simply upload the log file manually as an attachment. Please look on your Desktop for the following file name and attach it here. mbst-grab-results.zip Thanks Link to post
BobShrewsbury Posted August 15, 2020 Author ID:1401554 Share Posted August 15, 2020 Please find attached the Support Tool results. I have remove the privacy software from my computer and then reloaded it on a number of occasions but this has not proved successful in then allowing me to connect privacy to the internet as normal. The problem is quite new as everything was working fine last week. I am not particularly computer literate so any assistance you provide please needs to take this into account. Hopefully it can be an easy fix. Many thanks, Bob Hanna mbst-grab-results.zip Link to post
Root Admin AdvancedSetup Posted August 16, 2020 Root Admin ID:1401683 Share Posted August 16, 2020 Thank you Bob @BobShrewsbury I have submitted your information to our licensing team to review what's going on. Hopefully I should hear back from someone on Monday Thank you for your patience while we work on this. Cheers Link to post
Root Admin AdvancedSetup Posted August 17, 2020 Root Admin ID:1401992 Share Posted August 17, 2020 Hello @BobShrewsbury Please restart your computer one more time and try connecting with Privacy VPN again and let me know if there are any issues Link to post
BobShrewsbury Posted August 18, 2020 Author ID:1402177 Share Posted August 18, 2020 Very many thanks. Problem resolved and thankfully I did not have to do anything myself. Thank you again. Link to post
Root Admin AdvancedSetup Posted August 18, 2020 Root Admin ID:1402186 Share Posted August 18, 2020 Excellent. You're quite welcome. Glad to assist. Have a great week Bob - I'll go ahead and close your topic now. Take care Link to post
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