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I've had a problem ever since I first purchased the lifetime subscription to MB where it will either totally disappear - icon will disappear completely off my desktop shortcuts and can't be found in my files/applications, or if it's still on my desktop, it will not work to open the program.  This often happens after an automatic upgrade.  Sometimes I've been able to remove and reinstall the program.  Generally I need to contact MB support and they will fix it.  It will also turn itself off randomly.  I'll notice I haven't had any scan notifications for a while; check MB, and find out it's been turned off.  I recently read the issues with the lifetime subscriptions, however, I'm only using it on my laptop.  I've had two or three different computers since purchasing the lifetime subscription, but they're not shown as being protected.  My account information is now showing I have 0 of 1 computers protected.  So it appears MB has turned itself off again, but none of my attempts to reinstall it will work.  This is getting a bit frustrating; has been going on several years, and I'm only getting a temporary fix from MB.  

 

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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 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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