bttf Posted March 25, 2021 ID:1447102 Share Posted March 25, 2021 First, I DO have a support ticket and have run the assist tool and sent results to MB support. No help from them yet. Been two days. Installed a new HD on computer, installed W10. All up and running. Have MB Pro disk with lifetime license. Installed MB from my disk. Registered OK using ID and Key. Cannot get updates. Code: 0,0 --- host not found. My wife also got a new HD and we reinstalled W10 and MB and has the same problem. Has support ticket. Can anybody here tell me what I can do on my own? My first idea.......On the support tool, I saw an option that says cleans and clears computer of all MB products and I have the option to reinstall MB. My question on this is......on the reinstall, can I download a free MB from the web, install it instead of using my original old disk, and can I use my original MB disk ID and Key to register it? Has anyone tried this? Will that work? Thanks, Dennis Link to post Share on other sites More sharing options...
Staff Malwarebytes Posted March 25, 2021 Staff ID:1447103 Share Posted March 25, 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...
Solution exile360 Posted March 25, 2021 Solution ID:1447107 Share Posted March 25, 2021 (edited) Greetings, Yes, downloading the latest free/trial version is exactly what you need to do, then you should be able to activate it with your lifetime license key to convert it into Premium. Instructions on how to do so may be found in this support article. I would also highly recommend signing up for an account at My.Malwarebytes.com as detailed in this support article. Once you've signed up you will probably need to add your license key to your account manually as described in this support article since you purchased a boxed/retail copy of the software rather than purchasing it online. You'll find the download for the latest version of Malwarebytes here if needed. Once everything is set up you will be able to log into your account at My.Malwarebytes.com to manage your licenses and keys which will make reinstalling or moving your license key to a different device much easier. Please let us know how things go and if you run into any issues. Thanks Edited March 25, 2021 by exile360 Link to post Share on other sites More sharing options...
Porthos Posted March 25, 2021 ID:1447113 Share Posted March 25, 2021 Also please note. Lifetime licenses are for one computer. Each computer needs a separate key. Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 25, 2021 ID:1447115 Share Posted March 25, 2021 Hi. A couple of points need to be mentioned. That is to NOT use the ancient setup source from years ago. # 2 The latest setup for Malwarebytes program is always available at no cost by download. #3 The setup for Malwarebytes for Windows undergoes updates / refinements over the course of a year. My guess is that your old setup source is for Version 1.x The current Version is 4.3.0.98 Link to post Share on other sites More sharing options...
bttf Posted March 25, 2021 Author ID:1447117 Share Posted March 25, 2021 Hi EXILE.... Big thank you!!!!!! On the clean install I did not even have to put in my ID and Key....MB has automatically entered it. Didn't even have to update! Checked for updates and I'm up to date! Fabulous. Now how to I close out my ticket. Or does MB already KNOW I'm good? 😀 Thanks again, Dennis Link to post Share on other sites More sharing options...
Maurice Naggar Posted March 25, 2021 ID:1447118 Share Posted March 25, 2021 Hi. Just do a Reply to your ticket & let them know the current status. No there is no automatic closure. Link to post Share on other sites More sharing options...
exile360 Posted March 25, 2021 ID:1447119 Share Posted March 25, 2021 Excellent, I'm glad that you're up and running now. You can just send them a response via email to let them know that the issue has been resolved and that they may close the ticket and they'll do so as soon as a member of Support gets to it in their queue, or you can pass along the ticket number which should be listed in the automatic reply you got when you created the ticket (both if you've got both systems activated and working now, unless further assistance was needed for the other device/license) and we can ping someone from Support to close them out for you. Thanks 1 Link to post Share on other sites More sharing options...
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