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Malwarebytes Premium was uninstalled - not by me.

stanhilliard
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stanhilliard

stanhilliard

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Malwarebytes Premium was uninstalled. It just disappeared. I still have the license key copied from my laptop.

The only thing in C:\Program Files\Malwarebytes was Qt5Test.dll. So I downloaded a trial version and tried to add the license key, but that didn't take effect. (v3.o.6.1469) The account page still says that it is the trial version.

What should I do to get my paid-for copy back copy back?

 

 

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AdvancedSetup
AdvancedSetup

Hello @stanhilliard You have Kaspersky Internet Security installed and running. Can you please restart your computer and then temporarily disable Kaspersky Internet Security Right-click

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Malwarebytes

Malwarebytes

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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:

Spoiler
 
 
 
 
Spoiler

 

 

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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

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Porthos

Porthos

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Posted (edited)
3 hours ago, stanhilliard said:

Malwarebytes Premium was uninstalled. It just disappeared. I still have the license key copied from my laptop.

I'm sorry the software isn't working properly but we'll do our best to help.

To begin, please do the following so that we may take a closer look at your installation or in your case your missing install for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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Porthos

Porthos

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Please download Farbar Recovery Scan Tool and save it to your desktop.

Note: You need to run the version compatible with your system.
You can check here if you're not sure if your computer is 32-bit or 64-bit

  • Double-click to run it. When the tool opens click Yes to disclaimer.
  • Press the Scan button.
  • It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
  • The first time the tool is run, it also makes another log (Addition.txt). Please attach it to your reply as well.

Thank you

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Porthos

Porthos

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Can you please try this:

1. Download the offline installer from : https://downloads.malwarebytes.com/file/mb4_offline

2. Run the installer

  Can you please let me  know if that worked ?

Please also refer to this support article which lists several known applications which conflict with the Web Protection in Malwarebytes currently, which includes Kaspersky.

 

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stanhilliard

stanhilliard

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I have a number of problems at once right now.  I tried to open OpenOffice but it went unresponsive. I removed it with task manager, which worked. But then I saw that there are about 10 instances in the alphabetical section. Then I  couldn't restart the program and it didn't respond. So I rebooted the PC. It was "restarting" windows for about a half hour. I shut it off manually and restarted - which worked. I started Openoffice again and it went unresponsive. Removing it added a second instance of it in task manager background processes.

I ran the trial version of Malwarebytes and it went unresponsive using 98% of resources.

I will uninstall Malwarebytes after restarting.

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stanhilliard

stanhilliard

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23 minutes ago, stanhilliard said:

I will uninstall Malwarebytes after restarting.

After uninstalling the trial version of Malwarebytes, task manager shows Malwarebytes Service in the background section using various amounts of resources. Should I try to remove it before proceeding?

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Porthos

Porthos

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7 minutes ago, stanhilliard said:

When I open Adv... in a new tab it changes the layout of this discussion. What is that about? How do I use that? What should I do now?

I have asked the staff member to address the issue you are having. There appears to be something deeper going on and will need some assistance that can only be addressed in a different section of the forum. Advancedsetup the the name of that employee.

 

 

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AdvancedSetup

AdvancedSetup

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Hello @stanhilliard

You have Kaspersky Internet Security installed and running.

Can you please restart your computer and then temporarily disable Kaspersky Internet Security

Right-click on the Kaspersky icon in the tray and select "Pause protection"

 

Then see if you can reinstall Malwarebytes

https://downloads.malwarebytes.com/file/mb4_offline

 

 

 

There are a few faults recorded in the Event Logs but they could all be temporary or transitional in nature. A reboot and temporary disable of Kaspersky may correct.

 

I would recommend that you go to Control Panel, Programs, Programs and Features and uninstall the following. Usage of native Windows would be recommended. Bonjour is a very noisy, chatty discovery tool.

Bonjour
Bonjour Print Services

 

Please also check for updates from Dell. There were older versions of their backup software that was causing issues for some users
Dell Backup and Recovery Manager - Version: 1.3.1 - Dell Inc.

 

Your version of Firefox is way outdated. Please check for updates.

 

What are these for?

MSCONFIG\Services: lfsvc => 3
HKU\S-1-5-21-455002674-569958438-1753149387-1002\...\StartupApproved\Run: => "4888545829EF0022EEC55AD4860E1143C173A34F._service_run"

 

What is this? It does not look to be valid

Task: C:\WINDOWS\Tasks\{1597ED9B-1EB8-970D-5425-28840629BE22}.job => C:\Users\stan\AppData\Roaming\UPDATE~1\UpdTask.exe <==== ATTENTION

 

Can  you please post the contents of these batch files

C:\Users\stan\WIFI.bat

C:\Users\stan\WIRED.bat

 

 

Note that many users find that they have a very difficult time getting Malwarebytes and Kaspersky Internet Security to function well together. I'm not saying you're having this issue but it is common.

Please try the above and let us know. There are other settings we can and should clean up but let's make sure you main issue is addressed first.

Thank you

 

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stanhilliard

stanhilliard

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2 hours ago, AdvancedSetup said:

Can  you please post the contents of these batch files

C:\Users\stan\WIFI.bat

C:\Users\stan\WIRED.bat

I use these two batch files to choose how I connect to my Netgear R7000 router.

WIFI.BAT
wmic path win32_networkadapter where index=3 call disable
wmic path win32_networkadapter where index=15 call enable
netsh wlan connect YourNetworkProfileName
msg.exe * /time:30 Ethernet disconnected. You are now connected to wireless network

WIRED.BAT
wmic path win32_networkadapter where index=15 call disable 
rem wmic path win32_networkadapter where index=15 call enable
wmic path win32_networkadapter where index=2 call enable
msg.exe * /time:30 Wi-Fi disconnected. You are now connected to wired network.
 

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stanhilliard

stanhilliard

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2 hours ago, AdvancedSetup said:

I would recommend that you go to Control Panel, Programs, Programs and Features and uninstall the following. Usage of native Windows would be recommended. Bonjour is a very noisy, chatty discovery tool.

Bonjour
Bonjour Print Services

Uninstalled them. I think they were from long ago trying to print from cell phone. 

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