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Premium keeps disabling itself every day since 4.5.9 update


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I have a lifetime subscription purchased in 2008, and it seems that ever since the 4.5.9 update, it is reverting to the free version automatically. I see this is a common issue on the forums.

In My Account, it is showing I have 3 activated devices. When deleting all of these and re-activating on my laptop, it works. But then the next day, the same issue occurs. After re-activating, it says the device was added in April.

When the issue occurs again, In My Account, the same 2-3 devices show up with the same activation dates (early May).

I have used the support tool, done a Clean and re-install and re-activated. Same issue. There's no way someone else has my username/password for my account as MFA is enabled.

 

What information should I provide to troubleshoot this?

 

MBAM Account2.PNG

MBAM Account.PNG

MBAM 4.5.9 lifetime limit.PNG

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  • Staff

***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:

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  1. Download Malwarebytes Support Tool
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  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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  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.
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Thanks Porthos, but in my original post I wrote this:

 

Quote

In My Account, it is showing I have 3 activated devices. When deleting all of these and re-activating on my laptop, it works. But then the next day, the same issue occurs. After re-activating, it says the device was added in April.

When the issue occurs again, In My Account, the same 2-3 devices show up with the same activation dates (early May).

I have used the support tool, done a Clean and re-install and re-activated. Same issue.

Deleting the devices and re-activating does not work for more than a day. It seems to be a licensing activation/database issue on Malwarebyte's end (or my PC is sending corrupted data?) as the same random devices show back up with the same activation dates. I only have MBAM installed on one device.

Any suggestions?

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Just now, Warches7 said:

Correct, MBAM is only installed on one device currently.

I have an idea. Deactivate them all again. then reactivate it. Then go to the activated program and deactivate it. After that with it deactivated We are going to do a clean uninstall and reinstall

image.png.96d1270a16640efb549fb2413a0bb216.png

Download the Malwarebytes Support Tool.

image.png.4954b28f46d64e9f1da48cbd0dfaf769.png

Please close all browsers and programs before running the tool. Right click and quit MB from the system tray also.

Once done it will attempt to reinstall both Malwarebytes and Privacy VPN.

Please say no and close the X button on the top right for Privacy.

 

 

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  • Root Admin

Do not reinstall Malwarebytes for now.

Then wait about five minutes. Go back into your My Account page. Deactivate all systems.

My Account & Billing

https://support.malwarebytes.com/hc/en-us/categories/360002458094

Wait another five minutes. Then go back to My Account page and take a screenshot of it and send me a Private Message with that screenshot

Thank you @Warches7

 

Edited by AdvancedSetup
Updated information
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2 minutes ago, Warches7 said:

Ok I have done all of that, thanks.

Will see how it goes over the next day or so and post back.

The reason I had you go thru all of those steps is when deactivating in the program it actually removes the activation.

When done in "My Account" it tries to auto reactivate in 24 hours.

Do the following as well.

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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15 minutes ago, Warches7 said:

I would rather not post the results of the logs from the support tool on here as it contains potentially sensitive and/or private information.

FYI in THIS section of the forum, only you The original poster, and authorized members can download anything here.

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Just an update to this issue.

Robin from MBAM support issued me with a new license key after providing my proof of purchase e-mail from 2008. My account password has also been reset.

They suspect my old license ID and Key had been generated by someone. I'm still not 100% convinced this was the case, as when I deactivated my laptop via my account and left it for 24 hours, no new activations were showing.

The issue only happened once I re-activated on my PC. Will see how this new license code fares.

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