[ RESOLVED ] Can not activate my Malwarebytes Premium

[Hans345]

Hi !

 

I recently had to uninstall my MB Premium due to some computer problems. Upon trying to reinstall it I have now encountered the problem that I cannot activate my MB Premium installation.

 

Have tried to....

 

1. Download/install from my MB web account + used the web based "ACTIVATE" function, but it does not work (see attached screenshots).
    
2. Use the download link e-mailed to me after completing my payment (which also includes a ID + Key), but get a failure message when trying (see screenshots).
    
3. Have installed and run the MBClean tool + tried to clean out all previous traces of an earlier MB installations using REVO Uninstall tool (Deep Clean), and then tried to install again from both my web account and the e-mailed download link, but the problem remains as before.
    

For your support to analyze the issue, I followed all the steps in the suggestions provided in a MB forum where it was suggested as follows:

 

 Posted January 28, 2018 (by Alex Smith)

 

@nunaka I am sorry to hear you are having issues with our product. Sounds like we need to dive deeper into this to find out what's going on. In order to do that, we will need some logs from you.

Please run these two tools and then attach the logs in your next reply:

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.

• Farbar Recovery Scan Tool (FRST)
  1. Download FRST 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
  2. Double-click to run FRST and when the tool opens click "Yes" to the disclaimer
  3. Press the "Scan" button
  4. This will produce two files in the same location (directory) as FRST: FRST.txt and Addition.txt
     • Leave the log files in the current location, they will be automatically collected by mb-check once you complete the next set of instructions

MB-Check

1. Download MB-Check and save to your desktop
2. Double-click to run MB-Check and within a few second the command window will open, press "Enter" to accept the EULA then click "OK" 

This will produce one log file on your desktop: mb-check-results.zip

• This file will include the FRST logs generated from the previous set of instructions
• Attach this file to your forum post by clicking on the "Drag files here to attach, or choose files..." or simply drag the file to the attachment area

_________________________________________________________________________________________________________

 

Please find the generated logs in the attachments.

 

 

Subscription valid until: 12/13/2023  (valid for 3 computers, currently installed on 2)

 

For your reply, please mail me your support suggestions (fix to the problem) to the following e-mail addresses: 

hanscnx@hotmail.com 

 

Have raised the issue to MB Support, but get zero response, so if anyone of you guys can please help, it would me MUCH appreciated!

 

With kind regards.

Hans

Malwarebytes - Activation Problems (Screenshots) .docx mbst-clean-results.txt mb-clean-results.txt FRST.txt Addition.txt

[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:

Spoiler

 

 

 

 

Spoiler

 

 

 

 

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

[1PW]

Hello @Hans345 and :

You may not have known the device needs the MBAM premium license deactivated before activating the MBAM reinstall. Please follow the procedure in Option 1 in the following:

Deactivate device from your Malwarebytes subscription

Please let the forum know how it went.

Thank you.

[Hans345]

Hi !

Thanks a lot for the suggestion. However, what was suggested (in the link) it did not apply to my situation as I had already uninstalled MB for the computer that I cannot activate my Premium license for. In other words, the device was no longer visible on my account page.

However, when I went to Settings in my installed free version of MB, it was an option for "Activate" there. Clicked it, and then it worked. Fantastic (finally)!

A bit strange that it worked from Settings in the free version (after adding my e-mail address + password), but NOT so when I tried to click on Activate - and added my e-mail address + password....as instructed - on the free version's main interface. Nor when logging into to my account and clicking the option Install + Activate on "This Computer".

Anyway, now it works...

Again, thanks a lot for your support !

Cheers !

Hans

[1PW]

Hello @Hans345:

Outstanding!

Good luck.

[Porthos]

Closing this topic as it's been resolved.