superjerry3 Posted February 13, 2021 ID:1438561 Share Posted February 13, 2021 So i bought premium a few days ago and it was working fine and saying i had premium and stuff, but i restarted my pc and when i did that it said i have the free version, so i went to my account online and deactivated all devices. There is no device listed but still says availble devices 0 of 1 and as far as i can see there is no devices on there. I really need help because i dont want this to be a waste of money. Im not sure what else you need but i also put the zip file from the logs. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted February 13, 2021 Staff ID:1438562 Share Posted February 13, 2021 ***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 Download Malwarebytes Support Tool 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. Place a checkmark next to Accept License Agreement and click Next Navigate to the Advanced tab 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. To provide logs for review click the Gather Logs button Upon completion, click OK A file named mbst-grab-results.zip will be saved to your Desktop Please attach the file in your next reply. To uninstall all Malwarebytes Products, click the Clean button. Click the Yes button to proceed. Save all your work and click OK when you are ready to reboot. After the reboot, you will have the option to re-install the latest version of Malwarebytes for Windows. Select Yes to install Malwarebytes. Malwarebytes for Windows will open once the installation completes successfully. Screenshots: Spoiler Spoiler 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 Link to post Share on other sites More sharing options...
Porthos Posted February 13, 2021 ID:1438565 Share Posted February 13, 2021 First lets restart the computer. Quote Pending File Rename Operations ================================== C:\Program Files\Common Files\Microsoft Shared\ClickToRun\ApiClient.dll.bak C:\Program Files\Common Files\Microsoft Shared\ClickToRun\msvcp140.dll.bak C:\Program Files\Common Files\Microsoft Shared\ClickToRun\OfficeClickToRun.exe.bak C:\Program Files\Common Files\Microsoft Shared\ClickToRun\vcruntime140.dll.bak c:\program files\microsoft office\updates\apply\filesinuse\6a82149c-1785-45b1-9d7a-fddae7e67f9a\txfo\root\vfs\programfilescommonx86\microsoft shared\office16\msoxmlmf.dll c:\program files\microsoft office\updates\apply\filesinuse\6a82149c-1785-45b1-9d7a-fddae7e67f9a\txfo\root\vfs\programfilescommonx86\microsoft shared\office16 c:\program files\microsoft office\updates\apply\filesinuse\6a82149c-1785-45b1-9d7a-fddae7e67f9a\txfo\root\vfs\programfilescommonx86\microsoft shared c:\program files\microsoft office\updates\apply\filesinuse\6a82149c-1785-45b1-9d7a-fddae7e67f9a\txfo\root\vfs\programfilescommonx86 c:\program files\microsoft office\updates\apply\filesinuse\6a82149c-1785-45b1-9d7a-fddae7e67f9a\txfo\root\vfs c:\program files\microsoft office\updates\apply\filesinuse\6a82149c-1785-45b1-9d7a-fddae7e67f9a\txfo\root C:\Program Files\Microsoft Office\Updates\Apply\FilesInUse\6A82149C-1785-45B1-9D7A-FDDAE7E67F9A\TxFO c:\Config.Msi\1c4238.rbf c:\Config.Msi\1c423f.rbf C:\Users\super\AppData\Local\Temp\DEL9150.tmp C:\Users\super\AppData\Local\Temp\nstF669.tmp\UAC.dll C:\Users\super\AppData\Local\Temp\nstF669.tmp\ Pending Windows Update Reboot ================================== A reboot is pending Windows Update: HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\WindowsUpdate\Auto Update\RebootRequired Windows Update: HKLM\SOFTWARE\Microsoft\Windows\CurrentVersion\Component Based Servicing\RebootPending Windows Update: C:\WINDOWS\WinSxS\pending.xml Next, Try accessing your online account from another browser and try to deactivate again if needed. Link to post Share on other sites More sharing options...
superjerry3 Posted February 13, 2021 Author ID:1438594 Share Posted February 13, 2021 I have restarted my pc and tried with a different browser and it keeps saying the same thing, deactivation complete, so no problems there but im still having the same issue. im not sure what else to do. ive tried multiple solutions nothing has worked Link to post Share on other sites More sharing options...
Porthos Posted February 13, 2021 ID:1438617 Share Posted February 13, 2021 2 hours ago, superjerry3 said: I have restarted my pc and tried with a different browser and it keeps saying the same thing, deactivation complete, so no problems there but im still having the same issue. im not sure what else to do. ive tried multiple solutions nothing has worked Then it must be a backend issue. Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help we on the forum do not have access. Be aware it will take several weekdays for a response other than the auto ticket generation. Also this is a 3 day holiday here for the company. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 18, 2021 Root Admin ID:1439564 Share Posted February 18, 2021 Hello @superjerry3 Can you please try the following clean removal and reinstall Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool Let us know if that corrects the issue or not Thank you Link to post Share on other sites More sharing options...
Solution superjerry3 Posted February 18, 2021 Author Solution ID:1439566 Share Posted February 18, 2021 7 minutes ago, AdvancedSetup said: Hello @superjerry3 Can you please try the following clean removal and reinstall Uninstall and reinstall Malwarebytes using the Malwarebytes Support Tool Let us know if that corrects the issue or not Thank you i tried that already. I got it to work i talked to someone on the team and they were able to fix it, thanks for the response though Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 18, 2021 Root Admin ID:1439580 Share Posted February 18, 2021 Great, glad to hear you were able to resolve the issue. I will go ahead then and close your topic Take care and stay safe out there Cheers Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted February 18, 2021 Root Admin ID:1439581 Share Posted February 18, 2021 Closing this topic as it's been resolved. Link to post Share on other sites More sharing options...
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