Jump to content

[ RESOLVED ] I can no longer update

Augie1951
 Share

Recommended Posts

  • Staff
Malwarebytes

Malwarebytes

Posted
  • Staff
Posted

***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

 

 

01.png

02.png

03.png

04.png

05.png

06.png

 

 

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

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
3 minutes ago, Augie1951 said:

When I try to update it says I have the latest version  v2024.03.13.12

Please uninstall that version then download version 4 from this link. https://downloads.malwarebytes.com/file/mb4_offline

Activate the license.

If your license key has this format XXXXX-XXXXX-XXXXX-XXXXX, follow these steps:

  1. Open the Malwarebytes application.
  2. In the top right corner of the Dashboard, click Activate Subscription.
  3. Click Enter license key.
  4. Under License key, enter your key.
    Note: The Activate license button becomes clickable when a valid license key is entered into the corresponding field.
  5. Click Activate.

If your license key has this format XXXX-XXXX-XXXX-XXXX and has a license ID with the format XXXXX or XXXXX-XXXXX, follow these steps:

  1. Open the Malwarebytes application.
  2. Click Activate Subscription from the top of the application window.
  3. In the Email field, enter the email address used to sign in to My Account.
    • If you forgot your My Account email or password, click the Forgot password link.
    • If you have not yet registered your license key with My Account click the Sign up link and create a new account.
  4. In the Password field, enter the password used to sign in to My Account.
  5. Click Activate.
  6. Once activated, an Activation successful notification is displayed in the product.

To verify the activation was successful, Premium displays in the top-left corner of the application.

The old keys were. Use capitals and the dashes.

ID xxxxx-xxxxx

Key xxxx-xxxx-xxxx-xxxx

image.png.543dc616f9ec36e9a3dcd5837760fad0.png

image.png.70ccc71892524f4c78a2d7755add0c26.png

image.png.90c312ef2fe4c91d5268deb90534e126.png

 

  • Like 1
Link to post
Share on other sites
Augie1951

Augie1951

Posted
  • Author
Posted
1 hour ago, Porthos said:

@Augie1951 Please create your own SEPARATE topic so we can address you one on one.

I installed the new version of the software, I tried to activate   by entering my user name and  password along with my KEY and Id number

I used all capital letters and dashes as well

 

it says to contact support as it would not activate

Link to post
Share on other sites
Porthos

Porthos

Posted
Posted
1 minute ago, Augie1951 said:

it says to contact support as it would not activate

Then you will have to contact support. You will probably be denied so please come back with the ticket number that gets closed and post it.

Please contact our support team at https://support.malwarebytes.com/hc/en-us/requests/new to get help

Please submit only one ticket/request. Additional tickets will increase the delay.

Be advised it can take 3-7 weekdays for a response after the automated reply with your ticket number.

  • Like 1
Link to post
Share on other sites
  • 2 weeks later...
Guest
This topic is now closed to further replies.
 Share
Go to topic listing

  • Recently Browsing   0 members

    • No registered users viewing this page.
Back to top
×
×
  • Create New...

Important Information

This site uses cookies - We have placed cookies on your device to help make this website better. You can adjust your cookie settings, otherwise we'll assume you're okay to continue.