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I submitted two tickets to Support this week without any replies.

I understand that they can be busy, but this has never happened before. I usually would get a reply the next day.

According to the program, my license will expire in 12 days, yet in my Malwarebytes account,

the license is valid until September 23, 2021.  What gives? 

Any assistance would be appreciated.  👌

Edited by AdvancedSetup
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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:

Malwarebytes Support Tool - Advanced Options

This feature is designed for the following reasons:

  • For use when you are on the forums and need to provide logs for assistance
  • For use when you don't need or want to create a ticket with Malwarebytes
  • For use when you want to perform local troubleshooting on your own

How to use the Advanced Options:

Spoiler
  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
    • You may be prompted by User Account Control (UAC) to allow changes to be made to your computer. Click Yes to consent.
  3. Place a checkmark next to Accept License Agreement and click Next
  4. Navigate to the Advanced tab
  5. The Advanced menu page contains four categories:
    • Gather Logs: Collects troubleshooting information from the computer. As part of this process, Farbar Recovery Scan Tool (FRST) is run to perform a complete diagnosis. The information is saved to a file on the Desktop named mbst-grab-results.zip and can be added as an email attachment or uploaded to a forum post to assist with troubleshooting the issue at hand.
    • Clean: Performs an automated uninstallation of all Malwarebytes products installed to the computer and prompts to install the latest version of Malwarebytes for Windows afterwards. The Premium license key is backed up and reinstated. All user configurations and other data are removed. This process requires a reboot.
    •  Repair System: Includes various system-related repairs in case a Windows service is not functioning correctly that Malwarebytes for Windows is dependent on. It is not recommended to use any Repair System options unless instructed by a Malwarebytes Support agent.
    • Anonymously help the community by providing usage and threat statistics: Unchecking this option will prevent Malwarebytes Support Tool from sending anonymous telemetry data on usage of the program.
  6. To provide logs for review click the Gather Logs button
  7. Upon completion, click OK
  8. A file named mbst-grab-results.zip will be saved to your Desktop
  9. Please attach the file in your next reply.
  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
  12. Save all your work and click OK when you are ready to reboot.
  13. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows.
  14. Select Yes to install Malwarebytes.
  15. Malwarebytes for Windows will open once the installation completes successfully.

Screenshots:

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If you are having licensing issues, please do the following: 

Spoiler

For any of these issues:

  • Renewals
  • Refunds (including double billing)
  • Cancellations
  • Update Billing Info
  • Multiple Transactions
  • Consumer Purchases
  • Transaction Receipt

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

If you need help looking up your license details, please head here: Find my premium license key

 

 

Thanks in advance for your patience.

-The Malwarebytes Forum Team

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13 minutes ago, Steve_K said:

I submitted two tickets to Support this week without any replies.

I understand that they can be busy, but this has never happened before. I usually would get a reply the next day.

It is now taking sometimes 5-7 days for response.

What is your ticket number?

Edited by Porthos
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@Steve_K It could be a corruption in you program.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 Let me know if that clears up the issue or not.

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6 minutes ago, Porthos said:

@Steve_K It could be a corruption in you program.

Please do the following Uninstall and reinstall using the Malwarebytes Support Tool

 

Please have lots of patience with the tool.  The first phase is a cleanup and does require a Windows Restart.
After the Restart, it may take 2 - 3 - 4 minutes till the Support tool screen shows up.   Please be patient and have faith.  Wait for it, whatever it takes.
The 2nd phase is where it offers to do a new Install.

 

 Let me know if that clears up the issue or not.

Can I not deactivate the license, uninstall Malwarebytes with Revo uninstaller, then install and activate the program again? 

That seems to be much easier.  😊

 

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8 minutes ago, Steve_K said:

Can I not deactivate the license, uninstall Malwarebytes with Revo uninstaller, then install and activate the program again? 

That seems to be much easier.  😊

Please use the tool.

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24 minutes ago, Porthos said:

Please use the tool.

Too late.  Reinstalled and activated Malwarebytes and all is well.  License expiry back to normal date.

Thanks for your help.  😊

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36 minutes ago, Steve_K said:

Too late. 

Using revo except in dire cases can cause further unseen issues. With security software it is best to use the tool the software maker provides.

Glad it fixed it for you. Had a feeling it would.

When you get a response just cancel it and tell them it was fixed with assistance here.

Edited by Porthos
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  • 2 weeks later...

Slight resurrection of this topic, but has there been any progress on this issue? I have at least 2 clients with the issue like the OP's: subscription remaining days over 300 but popup in MAB stating product expires within 2 weeks.  Should we just use the repair/reinstall tool vs waiting for a patch?

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15 minutes ago, kilnsea said:

Should we just use the repair/reinstall tool vs waiting for a patch?

Would not hurt and fix the issue as well if it is exactly the same issue.

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1 hour ago, Porthos said:

Would not hurt and fix the issue as well if it is exactly the same issue.

Disabling, then re enabling the license key should resolve the issue.

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2 minutes ago, Steve_K said:

Disabling, then re enabling the license key should resolve the issue.

At least by doing the clean install would correct the corruption issue that caused the issue will be corrected.

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2 minutes ago, Porthos said:

At least by doing the clean install would correct the corruption issue that caused the issue will be corrected.

Releasing a bug fix/patch would also resolve the issue.  😊

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