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      Information to include in your support requests   12/09/16

      Hi everyone, This little guide is all about the information we need, to follow up effectively on your support requests. Please read the following paragraphs carefully and feel free to ask in case you have any problem or questions. General information to always include Please make sure your support request always includes the following general information: Which product, product edition and exact product version number your support request refers to. This information can usually be found in the product's user interface. Your operating system including the edition, service pack level and the bit-depth (32 or 64 bit) if they apply. On Windows computers or devices this information can easily be obtained by right clicking the "Computer" icon on your Desktop, or in your Start Menu, and selecting "Properties". On Android devices, you can find these information by pressing your device's menu button and selecting "System settings". Scroll down to the bottom of the menu where you find the "About phone" or "About tablet" option which brings up a dialog that includes the necessary information. Other security applications you may have installed. This includes any anti-virus , anti-spyware, anti-malware, and anti-keylogger software. Also any firewalls, HIPS, behavior blockers, rollback applications and sandboxing software. Additional information to include in case you want to report a bug Please include a detailed description of the bug you experience as well as the circumstances under which it occurs. If you can reliably reproduce the issue please include step by step instructions to trigger the bug in your support request as well. Additional information to include in case you want to report an incompatibility with another application If you experience any incompatibilities with other products please make sure to include the name of the application, the version number and a link to a page where the application can be downloaded. Additional information to include in case of a blue screen or sudden restarts If you experience a blue screen or sudden not explainable system restarts, please check your configured crash dump directory (usually C:\WINDOWS\MINIDUMP) for *.dmp files with create time stamps roughly matching the time of the incident. If you find such files make sure to include them in your support request. Also please describe what you were doing and what applications were running when the system crashed or rebooted.

Emsisoft Emergency Kit

Please read before posting!

To ensure your support requests are processed in a timely manner please read this thread carefully and make sure to provide the information requested. In addition make sure your post complies with our current Terms of Service and especially our forum rules and policies.

501 topics in this forum

  1. EEK crash

    By haixing,
    • 11 replies
    • 200 views

  2. EEK Commandline Scanner--Pup Option Stays Off

    By plat1098,
    • 24 replies
    • 714 views

  3. EEK won't update

    By xxyyz,
    • 2 replies
    • 224 views

  4. EEK crash

    By Angelgr,
    • 2 replies
    • 232 views

  5. Cannot delete bin64/epp.sys

    By Aus Andy,
    • 3 replies
    • 517 views

  6. Cannot create bin64\epp.sys

    By Detroit Red,
    • 4 replies
    • 609 views

  7. Emsisoft Emergency Kit still running in the background

    By Jerky McDilerino,
    • 27 replies
    • 964 views

  8. error message during scan

    By spiderjohn,
    • 14 replies
    • 1327 views

  9. Emsisoft Emergency Kit Pro (Pricing) web page is broken

    By bras700,
    • 1 reply
    • 570 views

  10. can I work offline on an infected PC + still get latest signatures?

    By Urs Rau,
    • 5 replies
    • 629 views

  11. Updating EEK takes ages

    By cacc,
    • 6 replies
    • 809 views

  12. Can't access my computer AT ALL

    By Sally Schwartz,
    • 1 reply
    • 597 views

  13. Unable to Delete EEK Folder

    By moosedude,
    • 2 replies
    • 573 views

  14. PEiD registry

    By white31,
    • 3 replies
    • 695 views

  15. Cannot Create bin64\epp.sys

    By gman,
    • 1 reply
    • 983 views

  16. Emsisoft Emergency Kit

    By Jasmeet,
    • 3 replies
    • 770 views

  17. Signature update

    By Ptrmgtsvc,
    • 3 replies
    • 862 views

  18. EEK installation issue

    By Aus Andy,
    • 3 replies
    • 782 views

  19. False Positive? - Trojan.Smartservice (A)

    By N_C,
    • 5 replies
    • 864 views

  20. USB kit versus Emergency Kit Pro

    By michaelws,
    • 11 replies
    • 1837 views

  21. EEK, Download or Buy?

    By Mackattack,
    • 6 replies
    • 1159 views

  22. Update Issues

    By AndreaB,
    • 5 replies
    • 937 views

  23. Can't Boot Win 10: BCD file and Error code 0xc0000034

    By APenNameAndThatA,
    • 1 reply
    • 1093 views

  24. Update Issues

    By Paintkiller,
    • 1 reply
    • 894 views

  25. Unsigned Driver

    By toadstew2016,
    • 12 replies
    • 1949 views

  26. EEK question

    By templar,
    • 5 replies
    • 1209 views

  27. A digitally signed driver is required

    By Hannah,
    • 3 replies
    • 1504 views

  28. Emergency Kit PRO Licensing Questions

    By Anguel,
    • 3 replies
    • 921 views

  29. Can't delete the EEK folder

    By IowaLez,
    • 3 replies
    • 3064 views

  30. Scan backup drive

    By toadstew2016,
    • 29 replies
    • 1730 views

  31. Command Line Scanner -Odd Modification Dates

    By 0mikeyj0,
    • 1 reply
    • 1282 views

  32. cannot create bin64\epp.sys

    By Wiffle,
    • 1 reply
    • 2307 views

  33. Command Line Scanner Updating - Is this right?

    By 0mikeyj0,
    • 3 replies
    • 1259 views

  34. Command Line Scanner - Found vs Removed?

    By 0mikeyj0,
    • 3 replies
    • 859 views

  35. Where is V12

    By jdo,
    • 1 reply
    • 1086 views

  36. Whitelist "Commandline scanner" HKCU not working

    By securiv,
    • 1 reply
    • 1040 views

  37. EEK Pro--Store on Network Share?

    By rmg22893,
    • 1 reply
    • 1015 views

  38. Emsisoft Emergency Kit

    By G-hot,
    • 1 reply
    • 1444 views

  39. Emergency Kit Scanner Doesn't Always Run

    By sjf99,
    • 1 reply
    • 1773 views

  40. EEK + BSODs

    By cma6,
    • 3 replies
    • 1458 views

  41. Bug: Pop-Up Menu: "Open location" not work

    By maki,
    • 1 reply
    • 1191 views

  42. EEK Signature Virus.

    By Adam Drozd,
    • 12 replies
    • 2254 views

  43. Is this a FP detection from EEK?

    By sg09,
    • 5 replies
    • 1552 views

  44. Testing a2cmd from EEK

    By alehva,
    • 4 replies
    • 1453 views

  45. dl.emsisoft.com

    By funkymonkeyboy,
    • 2 replies
    • 1393 views

  46. PC shuts down before scan completes

    By medukie,
    • 3 replies
    • 1518 views

  47. What ip / hostname should be exclude at firewall for EEK update

    By fivesoul,
    • 5 replies
    • 1431 views

  48. The updating process of EEK totally woided

    By Carelia,
    • 3 replies
    • 1591 views

  49. a2framework.dll is missing

    By ds2k5,
    • 4 replies
    • 1539 views

  50. Can EEK remove Ransomware?

    By Steve1209,
    • 4 replies
    • 1787 views

  51. EEK Runs scan 100% complete but without scanning a single file

    By Duffah,
    • 1 reply
    • 1308 views

  52. Access violation "ntdll.dll"

    By kenpachizero,
    • 13 replies
    • 2739 views

  53. Command-Line Switches - 2 Questions

    By friendly_feline1,
    • 1 reply
    • 1634 views

  54. CLOSED Device Driver Error

    By Koosharem,
    • 3 replies
    • 1788 views

  55. malware signature update cleaned as virus by MSE

    By brew,
    • 2 replies
    • 1411 views

  56. Crash Report

    By Guest Christan,
    • 13 replies
    • 1934 views

  57. Where to download the 64-bit version ?

    By maki,
    • 2 replies
    • 1653 views

  58. Don't Force Updates

    By hackerman1,
    • 2 replies
    • 1376 views

  59. Scan without restart?

    By spleenharvester,
    • 2 replies
    • 1476 views

  60. Update settings ?

    By hackerman1,
    • 3 replies
    • 1809 views

  61. no longer supports windows vista ?

    By psyberdwarf,
    • 2 replies
    • 1860 views

  62. Crashes on Flash Drive

    By dave80,
    • 1 reply
    • 1383 views

  63. IF I am using Emsisoft Anti-Malware do I need the EEK #11

    By Louisaz,
    • 4 replies
    • 1559 views

  64. Not Launching

    By wenda13,
    • 1 reply
    • 1258 views

  65. EEK 10 - It does not work a full scan of all drives.

    By maki,
    • 3 replies
    • 1623 views

  66. EEK not detecting EICAR and other "malware" under certain conditions

    By ssj100,
    • 9 replies
    • 1941 views

  67. EEK newbie question

    By bjm__,
    • 5 replies
    • 1903 views

  68. I get a csc.exe error looking for a file in C:\EEK\bin\

    By Muskoka Smurf,
    • 5 replies
    • 1595 views

  69. A problem in updating EEK

    By Offline Sword,
    • 7 replies
    • 1963 views

  70. Updates Not Finishing

    By Jackos,
    • 7 replies
    • 1693 views

  71. Emsisoft Emergency Kit not launching.

    By GiGaan,
    • 1 reply
    • 1458 views

  72. import database?

    By brihy1,
    • 4 replies
    • 1380 views

  73. Update Initializes But Never Finishes

    By 100PIER,
    • 7 replies
    • 1856 views

  74. Application hangs after many hours scanning

    By maki,
    • 2 replies
    • 1576 views

  75. unable to update EEK, and or download

    By JOHNEDEE,
    • 1 reply
    • 1567 views

  76. Deleted - not work

    By maki,
    • 1 reply
    • 1451 views

  77. Emergency Kit Pro questions

    By d.b,
    • 3 replies
    • 1722 views

  78. whitelisted files

    By d.b,
    • 5 replies
    • 1485 views

  79. EEK not detect "browsersfeedback Pop-Up Ads"

    By maki,
    • 33 replies
    • 2622 views

  80. emergency kit

    By desmo666,
    • 1 reply
    • 1745 views

  81. How to reduce CPU usage of 92-99% CPU ?

    By maki,
    • 12 replies
    • 2996 views

  82. First Time User

    By Mackattack,
    • 4 replies
    • 1712 views

  83. Malware scan seems incredibly fast

    By templar,
    • 4 replies
    • 1780 views

  84. Installed EEK 10 - WinPatrol detects new startup entry

    By brew,
    • 8 replies
    • 2551 views

  85. Full Scan not possible?

    By abi_x1,
    • 1 reply
    • 1509 views

  86. Progress 60% (extremely slow!)

    By maki,
    • 3 replies
    • 1670 views

  87. Cannot download Emsisoft Emergency Kit (EEK)

    By wy8,
    • 3 replies
    • 1677 views

  88. Emsisoft Emergency Kit updates download speed

    By julevine,
    • 9 replies
    • 2832 views

  89. Emergency Kit 9 update too long

    By Terost,
    • 2 replies
    • 1939 views

  90. EEK Logs for CMD/Kit Scanners

    By dr.virii,
    • 1 reply
    • 1589 views

  91. EEK pro licensing scheme

    By Kahray,
    • 3 replies
    • 1666 views

  92. EEK offline update?

    By miskox,
    • 2 replies
    • 4546 views

  93. EEK vs. malware created restrictions

    By Sintharius,
    • 2 replies
    • 1856 views

  94. unexpected shutdown after processing found items!

    By G-hot,
    • 7 replies
    • 1897 views

  95. CLS Default Smart Scan Switches

    By 0mikeyj0,
    • 0 replies
    • 1631 views

  96. Update problems

    By Amazon132015,
    • 1 reply
    • 1847 views

  97. "ransomware"

    By maki,
    • 0 replies
    • 1745 views

  98. Emsisoft Emergency Kit - crash

    By maki,
    • 7 replies
    • 2268 views

  99. What to do with 2 detections?

    By 215fw,
    • 2 replies
    • 2037 views

  100. Emsisoft will not run

    By brew,
    • 8 replies
    • 2483 views

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