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Premium subscription reverted to Free version


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My Premium subscription reverted to a Free version .

 I ran the repair software, deleted the current software, attempted reinstall 3 times.  
 

On each reinstall attempt I get PROXY SETTINGS window “unable to contact license server”,    and  VALIDATION ERROR “there was a problem validating SSL certificates.” 
 

I launched Internet Explorer as it recommends, but I get no further. I’m going on circles mow.

 

How to get back to my Premium subscription on my Windows 10 computer?

Thank you.

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  • Staff

***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:

Spoiler
 
 
 
 
Spoiler

 

 

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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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16 minutes ago, DAGfl said:

How to get back to my Premium subscription on my Windows 10 computer?

Can you please collect and upload as an attachment the diagnostic data using our MBST?

  • Download and run the Malwarebytes Support Tool
  • Accept the EULA and click Advanced tab on the left (not Start Repair)
  • Click the Gather Logs button, and once it completes, attach the zip file it creates on your desktop to your next reply

 

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  • Root Admin

Please uninstall the current version of Malwarebytes but do not allow the MBST tool to reinstall.

Reboot when asked.

Download the following older version of the program. 4.1.2
https://malwarebytes.box.com/s/xlmxytma7g3ntj9ge98rrafwg5pgp3x8

Then install that version, but don't activate yet.
Go to Settings, General - and enable Beta

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Then check for updates and restart the computer after the update. Then go ahead and reactivate the license if it has not done so already on it's own

 

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I have installed version Free 4.2.1, but have not activated it.   It shows an error message that it is unable to communicate with server.   I have McAfee firewall off. 

I do not see any path to Settings>General>Beta Updates.  

The only Settings options I have to alter is on my.malwarebytes.com and none of those settings show any Beta option.

Thanks for your help!

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  • Root Admin
  1. Download  the following installer version https://malwarebytes.box.com/s/xlmxytma7g3ntj9ge98rrafwg5pgp3x8

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Under General - Turn off both options for updates and alerts. Then RESTART the computer.

image.png

 

Please see above and make sure Update Check is off. Then RESTART the computer

 

After the restart now click on the Activate License button on top right and activate the program.

After it is activated, then go back into the Settings by clicking the small gear icon on the top right as before.

Then under General, scroll down until you see the Beta option and enable it.

image.png

Then under the same General tab scroll back to the top and click the Check for Updates button. After it updates, again restart the computer and all should now be working well.

image.png

 

Try that and let me know if you have questions

 

 

 

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  • Root Admin

Hello @DAGfl

The fix for the issue you're having has been released. Please download and run the following installer and this should correct the issue for you

https://downloads.malwarebytes.com/file/mb-windows

After installing this update make sure to click the little gear icon in the top right and go in the Settings, General and make sure check for updates is enabled.

Let me know if you encounter any issues with this update.

Thank you

 

 

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