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OA freezing up again


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#1 slopes

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Posted 24 December 2012 - 05:22 PM

OA version 6.0.0.1736 premium

After installing 2 windows updates(1 security update and a definitions update for defender)

Both updates were done at the same time in learning mode.

A restart was requested by windows update,OA was still on learning mode at reboot

I started having  OA freezing up some and is slow to respond for the first few minutes.after boot ups

Browsing slows to a crawl 

After 4 or 5  minutes browsing and OA seem to be working fine.

 

I also updated flashplayer to version 11.5.502.135 windows 64 bit for IE in standard mode of OA

 

Not sure which update caused the problem as they were both done 

close together

 

OS and OA had been working great before this.

Am I looking at another reinstall of OA?

Thanks and Happy Holidays to all your staff!



#2 GT500

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Posted 25 December 2012 - 12:54 AM

We'll probably need some logs to see what the problem is. Please open Online Armor, go to Options in the menu on the left, click the little check box to enable debug mode, restart your computer, and then wait for your computer to finish starting up (if you don't experience your performance issues, then restart again). After that, please ZIP your entire logs folder (normally C:\Program Files\Online Armor\Logs), upload it to a website such as RapidShare/DepositFiles/BayFiles/etc (which one you use is up to you), and then copy and paste the link to download the file into a reply (or you can send it to me in a Private Message if you don't want the link posted publicly on the forums). Note that, if you don't have a utility such as 7-Zip, WinZip, or WinRar that you can ZIP files and folders by right-clicking on them, going to Send To, and clicking on Compressed (zipped) Folder.
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#3 slopes

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Posted 25 December 2012 - 04:53 AM

Sent logs via PM

Thanks



#4 GT500

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Posted 26 December 2012 - 10:01 PM

OK, I have forwarded your logs to our developers. ;)
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#5 slopes

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Posted 27 December 2012 - 05:18 AM

Thanks GT I took OA off of startup and open it after bootup

Works ok that way,will be waiting for their results



#6 GT500

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Posted 28 December 2012 - 01:27 AM

Our developers were not able to see anything in the logs that indicated what might be causing the issue. Their recommendation is to add exclusions to Emsisoft Anti-Malware for Online Armor, and to Online Armor for Emsisoft Anti-Malware. Here is a link to a knowledgebase article with instructions.

They also wanted to know if activating beta updates, and installing the latest beta versions resolved the issue.


Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#7 slopes

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Posted 28 December 2012 - 02:04 AM

The link to the knowledge base wants a username and password

Tried this one and the one for the customer centre neither work?

 

Beta updates for OA or EAM?



#8 GT500

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Posted 28 December 2012 - 02:25 AM

I'm sorry about that, it's a link to the knowledgebase in our helpdesk system, and I didn't realize that it required you to be logged in to the helpdesk to read the article. I'll just copy and paste one that I had been working on for the forums:

Here's how to exclude Online Armor in Emsisoft Anti-Malware:
  • Open Emsisoft Anti-Malware from the icon on the desktop.
  • Click Guard in the menu on the left.
  • Go to the File Guard tab.
  • In the lower-left corner, just above Alerts, click on the Manage whitelist link.
  • In the box under Type click the little down arrow and change it from File to Process (you may need to click in the box for the arrow appear).
  • Click in the white box below Item to make a button with three dots (...) appear, and then click the ... button.
  • Navigate to the Online Armor directory (usually C:\Program Files\Online Armor), and double-click on a file to add it.
  • Repeat the last 3 steps until each of the following files have been added to the list:
    • oacat
    • oahlp
    • oasrv
    • oaui
  • Click the OK button at the bottom when done, and close Emsisoft Anti-Malware.
Here's how to exclude Emsisoft Anti-Malware in Online Armor:
  • Click on the Start button, go to All Programs, go to Online Armor, and click on the Online Armor icon to open it.
  • Click on Options in the menu on the left.
  • Go to the Exclusions tab.
  • Click on the Add button.
  • Use the little [+] and [-] icons to the left of folder names to open and close them, find the Emsisoft Anti-Malware directory (usually C:\Program Files\Emsisoft Anti-Malware), click on it to highlight it, and then click OK at the bottom.
  • Close the Online Armor window.

Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#9 slopes

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Posted 28 December 2012 - 02:46 AM

I have added the exclusions on OA and EAM

Still not sure do I enable betaupdates on QA or EAM or both?

I won't bother you again tonight 

Have a great evening :)



#10 slopes

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Posted 28 December 2012 - 05:05 PM

OK did the exclusions and bata updates on OA

Still no change,I did a number of startups, 

System works fine when OA is off of "launch on next startup"



#11 GT500

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Posted 28 December 2012 - 11:25 PM

Lets get some more information. Please run RSIT by following the steps below:
  • Download Random's System Information Tool (RSIT) from this link.
  • It is important that is saved to your desktop (please do not click 'Run' when downloading).
  • Double click on the icon on your desktop for RSIT to run it.
  • Click Continue at the disclaimer screen.
  • Once it has finished, two logs will open in separate Notepad windows. Please copy and paste the contents of both log.txt (<<-will be maximized) and info.txt (<<-will be minimized) into a reply. Note that you can also save the logs on your desktop and attach them to a reply.

Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#12 slopes

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Posted 30 December 2012 - 12:46 AM

Will have this for you shortly gt

Please don't close the thread



#13 slopes

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Posted 30 December 2012 - 12:59 AM

Here you are gt

thanks

[attachment=16018:info.txt]

[attachment=16019:log.txt]



#14 GT500

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Posted 30 December 2012 - 01:32 AM

What happens if you run the utility at this link, and then restart your computer?
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#15 slopes

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Posted 30 December 2012 - 02:45 AM

Ran the utility and restarted with "launch OA on next startup"checked

No change on 1st restart

Did another restart and everything was back to working great including boot time.

3rd and 4th restart OA froze up and browsing was almost impossible

it's taking almost 3 minutes to load my gadget clock on the desk top

 

Not sure what's going on but we did something.

When I close OA and reopen it from the start menu

all goes back to normal



#16 slopes

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Posted 10 January 2013 - 12:33 AM

I had a problem with windows update stuck on install 13 out of 15 with OA in learning mode.

After 2 restores and one BSOD it finnally updated

Now I have 10 updates installed twice and 3 installed three times.

Have OA shut off until I can find out what happen



#17 GT500

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Posted 10 January 2013 - 02:21 AM

May I ask which updates you had this issue with?
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#18 slopes

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Posted 10 January 2013 - 02:49 AM

[attachment=16203:w update.jpg]

[attachment=16204:wupdate2.jpg][attachment=16205:wupdate3.jpg]

 

 

Here are the screen shots of the updates,the first update stalled and would'nt let me shut down

so here is the mess I made



#19 GT500

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Posted 10 January 2013 - 11:09 PM

If you are still having issues with installing these updates, then we may need some logs from Online Armor while you are installing them.

To generate logs, please open Online Armor, go to Options in the menu on the left, click the little check box to enable debug mode, restart your computer, and then try reproducing your problem with installing updates. After that, please ZIP your entire logs folder (normally C:\Program Files\Online Armor\Logs), upload it to a website such as RapidShare/DepositFiles/BayFiles/etc (which one you use is up to you), and then copy and paste the link to download the file into a reply (or you can send it to me in a Private Message if you don't want the link posted publicly on the forums). Note that, if you don't have a utility such as 7-Zip, WinZip, or WinRar that you can ZIP files and folders by right-clicking on them, going to Send To, and clicking on Compressed (zipped) Folder.
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#20 slopes

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Posted 11 January 2013 - 12:29 AM

It checks for updates ok,I'll have to wait until there are some to install.The last update worked fine after the second restore and the BSOD.

i'm sure I messed up OA,trying to get this thing to shut down I had to pull the battery..With all the nonstop installing and downloading

of updates it was shut down.but opened in startup in standard mode with the restores.

I can't startup with OA launched even before this.happened.

Not sure what to do here.



#21 GT500

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Posted 12 January 2013 - 12:58 AM

I can't startup with OA launched even before this.happened.

I assume you mean with OA set to start with Windows? What happens? Does your computer just freeze, or is there a "Blue Screen of Death" type error message?
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com

#22 slopes

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Posted 12 January 2013 - 02:21 AM

The computer doesn't freeze except this last episode with updates

.Oa freezes when left on "launch on next startup" it takes forever to boot and when it does browsing is 

worse than dial up it so slow..If I shut OA off and turn it on again or take it off of "launch on next startup"

everything works as it should.

This has been like this since the start of this thread.

I think i have had enough.

Really appreciate all of  your help 

I have uninstalled OA but will continue with EAM

Thanks again gt



#23 GT500

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Posted 14 January 2013 - 11:53 PM

You're welcome. Please let me know if you have any further issues. ;)
Best regards,

Arthur Wilkinson [Support/Quality Assurance]
Emsisoft Team - www.emsisoft.com




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