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Malwarebytes "Free" INSISTS on a Premium Trial


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HI,

There was a previous user reported this problem, but the issue now appears to be closed, so that I cannot add to it.  Hmm, well  I can confirm that it is not!

My premioum licence on a machine recently expired. (Be advised that I have several of these) I would normally simply have renewed it, but I am having so many other probelms with malwaraebytes, especially a big one forcing a restart 10mins after after an update, that I decided to revert back to FREE. (NB: I have a ticket raised for this too and they have no fix planned for that either.)

The problem is - as the previous user reported is that malwarebytes forces you into a premium trial - that I DO NOT WANT.  No other option is presented, nor obviously available.  Notwithstanding the GDPR issue with this it is simply a very poor business process.  To me it looks as if malwarebytes have recruited the idiots from AVAST/AVG to set policy here.  And that is why I dumped AVG/AVAST for the same reason(s). NB: I use several AV/malware solutions to cover many bases and they are still effective with Real-time stuff.

So - current situation is that there is no option to to revert to the FREE version of MALWAREBYTES.

Consequently.my long established ability to recomend malwarebytes to other non-technical users has now gone.  I can no longer do this.

On reading the previous users thread, I also noticed that Malwarebytes had claimed that there was a fix scheduled for this problem - but malwarebytes never came back with a date.

I raised a ticket with malwarebytes about this and they said that there was no fix planned.  Apparantly the only way to resolve is a complete uninistal, using the malwarebytes tool to do this and reinstall.  However I understand that some users say that this does not work either. I will not be doing this.

Thw malwarebytes support for premioum is now so bad - they are simply not interested in responding effectively to the problems raised. Hence, as I previously advised them I will be responding with my feet , given that I have no real choice.  Looks like good-bye to malwarebytes.  A real shame as it is an excellent product.  Shame about the management of existing users.

Regards,

Dave

 

 

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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: 

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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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Greetings,

The issue with forced system reboots has been corrected in the most recent release that was just published today.  You may refer to this pinned topic for more info about this release.

With regards to the free trial, you may end the trial at any time by following the instructions in this support article which will revert the product to free mode.

I'm sorry for the trouble you've experienced but I hope this helps.  If there is anything else we might assist you with please let us know.

Thanks

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1 hour ago, daveaclayton said:

especially a big one forcing a restart 10mins after after an update

Fixed in the current version released today.

Quote

What’s New in this 4.3:

  • Users have now the options to schedule reminders for a reboot when one is needed
1 hour ago, daveaclayton said:

The problem is - as the previous user reported is that malwarebytes forces you into a premium trial - that I DO NOT WANT.

You will always get a trial. It can be disabled right after install.

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