Author Topic: Lost Nearly Everyting Concerning Malwarebytes Premium  (Read 3008 times)

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Offline Ozzie

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Lost Nearly Everyting Concerning Malwarebytes Premium
« on: May 21, 2018, 12:56:48 PM »
I have no idea what happened.  All of a sudden, I can no longer launch Malwarebytes Premium.

I had purchased Malwarebytes Premium and now for some reason, I can no longer load it, nor can I sign in to the Website because I can't find my login information. Also, when I asked the website for my password, got a message that there was no record of my e-mail address. I desperately need Malwarebytes Premium. Can you advise me how to get it back, please. I have tried everything I know. I do not want another ransomeware attack and lose everything again. Thanks so much for any help you can give me. Don't understand why I cannot even find my login information on my secured password program. Very strange.

Please help

Offline Corrine

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #1 on: May 21, 2018, 01:26:27 PM »
Hi, Ozzie.

The instructions in the link below explain how to obtain your license information if you had version 1x installed.  There is also a link to contact Cleverbridge Customer Service to obtain your license information.  If you changed or use an alternate email address when you purchased MBAM you will need that information. 

MBAM Clean Removal Process - Malwarebytes 3 Support Forum - Malwarebytes Forums


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Offline Ozzie

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #2 on: May 21, 2018, 08:01:29 PM »
I do have my license key info and downloaded the total removal kit to get rid of everything.  Will now download a clean install.  Cross your fingers and hope it works for me.  Thanks so much.

Offline Corrine

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #3 on: May 21, 2018, 08:31:05 PM »
Fingers crossed!  Please let us know how you make out.


Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

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Offline Ozzie

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #4 on: May 24, 2018, 03:23:46 PM »
I cannot get anything to work or download.  I did contact Avongate and this was the response I received this morning:

Thank you for contacting Avangate.
Avangate acts as a reseller on behalf of companies selling software products and online services. We do not manufacture any products. Our assistance is limited to providing information about payment related issues and questions.
For any inquiries regarding a specific software product, as well as for technical assistance, please contact the software publisher directly by accessing the Support/Contact section on their official webpage.

Please advise a better method to download the program.

Offline Paddy

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #5 on: May 24, 2018, 03:58:47 PM »
Have you tryed this link?? 


To look up your license key, activation code, software key or download link for your purchased product, please enter the email address that you used for your purchase.
We will then email you an overview of all orders processed under that email address.

If the email you receive still does not include the information you need, please contact us here.
Email:




https://www.cleverbridge.com/?scope=cusecolp&_ga=2.9799541.170250976.1527180864-1775883245.1527180864


Paddy....
This is one race of people for whom psychoanalysis is of no use whatsoever - Sigmund Freud (about the Irish)

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Offline plodr

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #6 on: May 25, 2018, 01:43:05 PM »
Apparently the correct name is Avangate, not Avongate. (There is also an Avongate but deals with something different).

Comments seem to point to this company as poor.
https://www.trustpilot.com/review/www.avangate.com

I bought my Malwarebytes through Cleverbridge. We own 5 lifetime licenses. In addition to saved emails, I've printed out the emails and also written down the 5 license IDs and keys and which computer has which ID and license on it. It changes as computers are e-cycled or taken off the internet and I remove the software from 1 device and put it on another device.

I'm trying to determine if Malwarebytes deals with companies other than Cleverbridge to sell its products.
If you purchased it through Avangate, I suspect you were not given a proper user ID and license.

Offline Ozzie

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #7 on: May 25, 2018, 03:32:00 PM »
I did purchase through Cleverbridge.  Thank you so much for all of the info.  I have saved it all, if there is any future need.  I now have Malwarebytes Premium back and running.  The only problem now being is experienced in this:  When I open Malwarebytes, I get notification that not all real-time protection is turned on.  However, when I try to start:

Real-Time Protection
Web Protection:  Prevents connecgtion t malicious or compromised websites.

The word "starting" pops up and just hovers there.  It never turns on.  Any thoughts, advice?

Offline Corrine

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #8 on: May 25, 2018, 06:44:20 PM »
Hi, Ozzie.

I'm glad you got the license information taken care of.  For Real-Time Protection, try exiting Malwarebytes (right-click the Malwarebytes icon in the system tray and select "Quit Malwarebytes".  Provide approval when requested).  Then restart Malwarebytes.  Go to C:\Program Files\Malwarebytes\Anti-Malware and double-click mbam.exe.


Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

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Offline Ozzie

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #9 on: May 25, 2018, 06:59:14 PM »
Thanks, Corinne.  Did as instructed and still have the same problem.  Any other thoughts?

Offline plodr

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #10 on: May 26, 2018, 03:52:17 PM »
Post in the mbam forum.
https://forums.malwarebytes.com/

They might want you to run some things and look at logs.
Specifically in this section
https://forums.malwarebytes.com/forum/41-malwarebytes-3-support-forum/

If you prefer to troubleshoot yourself, I see they have a support tool
https://forums.malwarebytes.com/topic/228100-announcing-malwarebytes-support-tool/

From time to time my web protection doesn't turn on - it happens more during a fresh install or an updated version. The steps Corrine told you usually work. I Quit using the tray icon then I go to the listing in my Programs and turn it on.


Offline Ozzie

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #11 on: May 26, 2018, 05:50:31 PM »
Thank you.  I have joined the forum and posted the issue I am having. 

Today, a small screen in the lower right hand corner of my monitor popped up and will not go away:  It states:

Real-Time Protection layers turned off

One or more Real-Time protection layers are turned off.  Turn on all Real-Time Protection layers to block and prevent threats.

However, when I click on the "turn on" button, nothing happens.

Any advice will be appreciated.  Am seeking ideas from everywhere I can think of.  Thanks.

Offline Corrine

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #12 on: May 26, 2018, 08:38:31 PM »
Found your topic and will be following:  Real Time Protection - Malwarebytes 3 Support Forum - Malwarebytes Forums.

BTW, have you tried an actual shutdown/restart?


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Offline plodr

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #13 on: May 27, 2018, 04:09:48 PM »
Those turn on buttons have never worked for me; don't waste your time with them.

As I said, the only thing that would work is turning the program off (quit) then going to programs and clicking on the exe to run it.

I hope they discover what the issue is and get you fixed. I, too, will look in on that thread.

I never thought to ask what version you were running. I see it was a very old version from sometime in early 2017! I installed 3.1.2 on June 1 2017 and your version was before that version.

Now that you have the newest version, it is working as it should be.

Offline Corrine

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Re: Lost Nearly Everyting Concerning Malwarebytes Premium
« Reply #14 on: May 27, 2018, 04:14:04 PM »
Checking the thread at Malwarebytes forum, Ozzie is all set now with everything working correctly.


Take a walk through the "Security Garden" -- Where Everything is Coming up Roses!

Remember - A day without laughter is a day wasted.
May the wind sing to you and the sun rise in your heart.