JVan Posted March 24, 2021 ID:1446789 Share Posted March 24, 2021 I used to love and recommend Malwarebytes to people. It was great and it seemed to always find something or multiple things during scans. So back in 2010 or so I purchased two lifetime licenses and installed and activated them. From that point forward neither of the installs EVER detected anything again. Seriously nothing was ever detected again. Life happened, we moved and I just kept putting this issue on the back burner. Well I'm back, both installs still never detect anything and I really need them to work. I checked each install and they both never expire so there's n doubt that these are lifetime licenses, and I still have the receipts. Help please. Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted March 24, 2021 Staff ID:1446790 Share Posted March 24, 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 March 24, 2021 ID:1446792 Share Posted March 24, 2021 31 minutes ago, JVan said: Well I'm back, both installs still never detect anything and I really need them to work. Not detecting anything is a good thing. Do you believe you are infected? 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 Link to post Share on other sites More sharing options...
JVan Posted March 24, 2021 Author ID:1446799 Share Posted March 24, 2021 I don't think our computers are infected with anything but what I am saying is that I had this software installed on two pcs here for several years when I did have malware that other software detected but during all of that time and daily scans, neither install of Malwarebytes ever detected a single thing again after I bought the lifetime licenses, when it had before. I know I'm not alone in this experience as I've read at least one other post here that reported the same identical problem as mine. I'm sure you know that over many years of scans your software would have been detecting something here and there. I'm not that careful. So that's it in a nutshell. Link to post Share on other sites More sharing options...
Porthos Posted March 24, 2021 ID:1446800 Share Posted March 24, 2021 1 minute ago, JVan said: what I am saying is that I had this software installed on two pcs here for several years when I did have malware that other software detected but during all of that time and daily scans, neither install of Malwarebytes ever detected a single thing again The log I asked for will tell us if there is something wrong with your Malwarebytes instillation. Link to post Share on other sites More sharing options...
JVan Posted March 24, 2021 Author ID:1446801 Share Posted March 24, 2021 mbst-grab-results.zip This is from the first pc. It's a recent install. I don't know if that matters or not. I'll post the log from the other pc when it's done running. Thanks. Link to post Share on other sites More sharing options...
JVan Posted March 24, 2021 Author ID:1446802 Share Posted March 24, 2021 This is the log from the second pc. Thanks. mbst-grab-results.zip Link to post Share on other sites More sharing options...
Porthos Posted March 24, 2021 ID:1446803 Share Posted March 24, 2021 4 minutes ago, JVan said: This is the log from the second pc. Thanks. This one has had several detection's. Since Installation Date: 12/20/2020 Quote Reports count ================================== AeDetections: 1 ArwDetections: 0 MwacDetections: 141 RtpDetections: 0 ScanResults: 1172 The first one was just installed so nothing yet. Link to post Share on other sites More sharing options...
Porthos Posted March 24, 2021 ID:1446804 Share Posted March 24, 2021 It is 2am here and I am off to bed. Link to post Share on other sites More sharing options...
JVan Posted March 24, 2021 Author ID:1446805 Share Posted March 24, 2021 Thanks Porthos. My spouse wasn't aware of any detections on the second pc but that's great news. Maybe something has changed over the years. Link to post Share on other sites More sharing options...
Root Admin AdvancedSetup Posted March 24, 2021 Root Admin ID:1446807 Share Posted March 24, 2021 (edited) You should be able to see these within the program as well. Mine is pretty clean as I remove and install often for testing and helping customers Click on the Detection History for file scan history Edited March 24, 2021 by AdvancedSetup updated information Link to post Share on other sites More sharing options...
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