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License Renewal Error #MBAM403102


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Hello,

My annual subscription renewed on 10/12/20 as it has for the last four years and I received a receipt from Cleverbridge.  I am a retail, home user with 3 PCs activated.  I have a longstanding online account. My debit card of record was successfully charged $24.95 on 10/13/20.  Immediately after renewal I started getting suspension warnings from MB upon booting requesting updated payment info.  I sent a Support Ticket, #3235080 on 10/18/20 with both the renewal receipt and screen grab of the charge in my bank account.  I received NO response and as of today MB terminated, so I generated another, #3265817.  Here are where things stand:

  1. I've had the same License Key/ID for five years that shows accurately in my online account.  I've had others in prior years. 
  2. My card on file was successfully charged on 10/13/20 and my online account reflects my next renewal date of 10/12/2021.
  3. MB on my primary PC has ceased working as of today. Whenever I've tried to enter my credentials I receive Error: MBAM403102- "The current license entitlement has expired". I have not checked the other two PCs, presumably they are suspended as well.
  4. I uninstalled/reinstalled MB, still no go. 
  5. Am currently running Free 14-Day trial for protection.
  6. I am running Windows 10 Pro-64 20H2, Build 19042.630, Windows Feature Experience Pack 120.2212.31.0

I've never had any trouble with MB on this or any other of at least a dozen machines I've ported it to over the years under this license Key/ID.  It's a great product and the only AV I use.  This is the first time I've ever sought Customer Service support and it's frustrating. 

Please advise. 

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.
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  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
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  • 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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4 minutes ago, MarkS01 said:

I uninstalled/reinstalled MB, still no go. 

Did you use the support tool to do the reinstall? Please do the following.

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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Hey Porthos, 

Thanks for the help.

I ran the support tool, generating log files on the desktop first.  I did the simple clean uninstall/reinstall but still no-go.  When I plug in my License Key/ID I still get Error MBAM403102- "The current license entitlement has expired"

Any help would be appreciated, thanks. 

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4 minutes ago, AdvancedSetup said:

Hello @MarkS01

Very sorry you're having an issue with the product. I will send a request to see if I can escalate this for you but the queue on the Helpdesk is rather large.

Thank you

 

Thanks,

But technically I've been in the queue since ticket #3235080 I submitted on 10/18/20 and received no reply to.  

I did generate logs before running the support tool clean uninstall/reinstall if that helps. 

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16 hours ago, AdvancedSetup said:

My guess is that something probably went wrong on the inter-processes on the back between the purchase module and license module. Someone will need to manually verify and then update your information.

Thank you for your patience while this gets resolved.

 

Yes, that would be my guess because it was working fine for years until yesterday when it wrongfully terminated exactly as it said it would despite receiving the annual subscription fee a month ago. 

I'm in the 14 Day Trial period, can we please ensure it's resolved by then?  I did put in a support ticket at the time and if Porthos is correct above it's a little crappy I go to the back of the line because MB never responded to it.  

I work extensively all day long on this PC and count on MB for protection. It is a great product and I've never had an infection since I found and used MB about 10 years ago to get rid of one.  I'm using the browser extension now as well as a subscription to MB for my Android.  

Thanks.

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