Premium license resets to trial after every system restart

[1337GAMER]

Hello,

I have found that this problem has happened to others, and I'm hoping to acquire some assistance pertaining to the same matter.

Every time I reboot my Windows PC, I need to delete the device in my account, and re-activate Malwarebytes with my product key. 

I have used the Support Tool and have attached the logs to this post for your review. I purchase one Premium license directly from Malwarebytes.

Any assistance would be appreciated. 

Thank you!

mbst-grab-results.zip

[Malwarebytes]

***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:

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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

[Porthos]

42 minutes ago, 1337GAMER said:

Any assistance would be appreciated. 

I would suggest a clean install with the support tool.

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.

[1337GAMER]

6 minutes ago, Porthos said:

I would suggest a clean install with the support tool.

I could have sworn that I did this already while previously troubleshooting; however I just have once again and will see if that rectified the problem.

Thanks for the advice thus far, I will post if this in fact helped.

[Porthos]

Just now, 1337GAMER said:

Thanks for the advice thus far, I will post if this in fact helped.

Note: You will have to re enter your exclusions.

[1337GAMER]

15 minutes ago, Porthos said:

Note: You will have to re enter your exclusions.

Yup, it's not my first rodeo - done! :)

[Porthos]

3 minutes ago, 1337GAMER said:

Yup, it's not my first rodeo - done! :)

I would suggest dropping your current torrent program and try qbitorrent.

[1337GAMER]

Just now, Porthos said:

I would suggest dropping your current torrent program and try qbitorrent.

I guess I'm just used to it, after to many years. I'll give qbitorrent a shot, thanks!

[1337GAMER]

*so many years ;)

[1337GAMER]

Hi again,

It appears that this problem resurfaced once again a couple of times. It was fine since my post on July 5th; however started reverting back to the free version over the last few days after rebooting my PC.

Any assistance would be great as this is getting a little tiresome. 

Thanks!

[AdvancedSetup]

If you're having licensing issues you're unable to resolve from within your My Account page, then you'll need to create a support ticket.

The forums cannot assist with licensing issues

My Account & Billing
https://support.malwarebytes.com/hc/en-us/categories/360002458094

 

 

Consumer Support
https://support.malwarebytes.com/hc/en-us/requests/new

 

Thank you

 

[1337GAMER]

5 hours ago, AdvancedSetup said:

If you're having licensing issues you're unable to resolve from within your My Account page, then you'll need to create a support ticket.

The forums cannot assist with licensing issues

My Account & Billing
https://support.malwarebytes.com/hc/en-us/categories/360002458094

 

 

Consumer Support
https://support.malwarebytes.com/hc/en-us/requests/new

 

Thank you

 

Sorry I wasn't more clear.

I am having the exact same problem that I indicated in the first post of this thread. The license is working fine; however I keep having to log into my account, delete the device associated with the license, and re-enter it into the application.

[AdvancedSetup]

We can scan your system for issues if you like @1337GAMER but it still looks to be a licensing issue.

 

 

My screen name is AdvancedSetup and I will assist you with your system issues.
 

Let's keep these principles as we proceed. Make sure to read the entire post below first.

• Please follow all steps in the provided order and post back all requested logs
• Please attach all log files to your post, unless otherwise requested
• Temporarily disable your antivirus or other security software first. Make sure to turn it back on once the scans have been completed.
• Temporarily disable Microsoft SmartScreen to download the software below if needed. Make sure to turn it back on once the scans are completed.
• Searching, detecting, and removing malware isn't instantaneous and there is no guarantee to repair every system.
• Before we start, please make sure that you have an external backup, not connected to this system, of all private data.
• Do not run online games while the case is ongoing. Do not do any free-wheeling or risky web-surfing.
• Only run the tools I guide you to use. Please don't run any other scans, download, install or uninstall any programs while I'm working with you.
• Cracked, Hacked, or Pirated programs are not only illegal but also can make a computer a malware victim. Having such programs installed is the easiest way to get infected. It is the leading cause of ransomware encryption. It is at times also a big source of current Trojan infections. If there are any on the system you should uninstall them before we proceed.
• Please be patient and stick with me until I give you the "all clear". We don't want to waste your time, please don't waste ours.
• If your system is running Discord, please be sure to Exit it while this case is ongoing.

 

 

Please run the following steps and post back the logs as an attachment when ready.
Temporarily disable your antivirus or other security software first. Make sure to turn it back on once the scans are completed.
Temporarily disable Microsoft SmartScreen to download software below if needed. Make sure to turn it back on once the scans are completed.
If you still have trouble downloading the software please click on Reveal Hidden Contents below for examples of how to allow the download.
 

Spoiler

 

 

 

 

Spoiler

When downloading with some browsers you may see a different style of screens that may block FRST from downloading. The program is safe and used hundreds of times a week by many users.

Example of Microsoft Edge blocking the download

 

STEP 01

• If you already have Malwarebytes installed then open Malwarebytes and click on the Scan button. It will automatically check for updates and run a Threat Scan.
• If you don't have Malwarebytes installed yet please download it from here and install it.
• Once installed then open Malwarebytes and select Scan and let it run.
• Once the scan is completed make sure you have it quarantine any detections it finds.
• If no detections were found click on the Save results drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
• If there were detections then once the quarantine has completed click on the View report button, Then click the Export drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
• If the computer restarted to quarantine you can access the logs from the Detection History, then the History tab. Highlight the most recent scan and double-click to open it. Then click the Export drop-down, then the Export to TXT  button, and save the file as a Text file to your desktop or other location you can find and attach that log on your next reply.
• If Malwarebytes won't run then please skip to the next step and let me know in your next reply that the scanner would not run.

STEP 02

Please download AdwCleaner by Malwarebytes and save the file to your Desktop.

• Double-click to run the program
• Accept the End User License Agreement.
• Wait until the database is updated.
• Click Scan Now.
• When finished, if items are found please click Quarantine.
• Your PC should reboot now if any items were found.
• After reboot, a log file will be opened. Attach or Copy its content into your next reply.

RESTART THE COMPUTER Before running Step 3

STEP 03
Please download the 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). If you've, run the tool before you need to place a check mark here each time
• Please attach the Additions.txt log to your reply as well.
• On your next reply, you should be attaching frst.txt and additions.txt to your post, every time.

 

Thank you

 

[1337GAMER]

I just created a support ticket 3946427 @AdvancedSetup.

I guess we can start there and proceed further. Thanks for the info. 

[AdvancedSetup]

Thank you. I'll go ahead and close your topic here. The help desk will work with you.

Please note it can be 3 to 7 days though due to high ticket volumes before they get to your ticket.

Thank you again