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Reinstalled MB from disk- cannot get updates


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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

 

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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

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  1. Download Malwarebytes Support Tool
  2. Double-click mb-support-X.X.X.XXXX.exe to run the program
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  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.
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  10. To uninstall all Malwarebytes Products, click the Clean button.
  11. Click the Yes button to proceed. 
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  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.

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Posted (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 by exile360
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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

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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

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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

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