GT500

Emsisoft Employee
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Everything posted by GT500

  1. You can send me the log in a private message.
  2. Go ahead and try reinstalling them, and let me know if you experience the same issues.
  3. OK, SMPlayer was able to play it (although the MPlayer backend did crash while processing the video). Anyway, the error message is in regards to Virtual Box. Their networking driver is not compatible with Online Armor, and needs to be removed before Online Armor can be installed. If you've already uninstalled Virtual Box, then please try the following: Right-click on the Start button (the button that takes you to the Metro screen in Windows 8 ). Select Command Prompt (Admin) from the menu. Type in the following, and then press Enter on your keyboard: sc delete VBoxNetFlt Restart your computer. Try the Online Armor install again.
  4. When I try to play the video, I get the following error message: No suitable decoder module: VLC does not support the audio or video format "FICV". Unfortunately there is no way for you to fix this.
  5. You shouldn't need to have both installed. Was "Look 'n' Stop" installed when Emsisoft Anti-Malware was having issues?
  6. We would need cleaning engine debug logs in order to determine the cause of the issue. If you are still having the issue, then I have attached a ZIP archive to this message named "cleaning_engine_debug_output.zip" which contains two batch files. One is named "cleaning_engine_enable_debug_output" and the other is named "cleaning_engine_disable_debug_output". Please download this ZIP archive, extract the batch files, and run the "cleaning_engine_enable_debug_output" file (if your computer is running Windows Vista or Windows 7 then please make sure to right-click and select to "Run as administrator"). cleaning_engine_debug_output.zip After running the batch file, please restart your computer, and try your scan again. After Emsisoft Anti-Malware fails to delete the detected items, close the scanner, and then check the Emsisoft Anti-Malware folder (usually C:\Program Files\Emsisoft Anti-Malware) and there should be a file named "clean.log" (the files should be listed in alphabetical order). Please ZIP this file (if you do not have a program such as WinZip, 7-Zip, or WinRar then please right-click on the file, go to "Send To", and select "Compressed (zipped) folder") and make sure to save the ZIP archive on your desktop to make it easy to find. After that, please attach the ZIP archive with the clean.log file in it to a reply.
  7. I would believe that Fabian mentioned on Wilders that we will continue to maintain Online Armor as long as it continues to pay for its own development.
  8. I see you have Malwarebytes Anti-Malware installed. Lets add process exclusions for Malwarebytes 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 directory where the files you wish to exclude are located, and double-click on one of them to add it. Repeat the last 3 steps as needed to add each file to the exclusions list. Click the OK button at the bottom when done, and close Emsisoft Anti-Malware. The Malwarebytes Anti-Malware folder should be C:\Program Files (x86)\Malwarebytes Anti-Malware, and these are the files you should add as process exclusions: mbam.exe mbamgui.exe mbamservice.exe After that, open Malwarebytes Anti-Malware and do the following: Click on the Ignore List tab. Click the Add button in the lower-left. Using the little [+] and [-] buttons to open and close folders, go to C:\Program Files (x86) and click on the Emsisoft Anti-Malware folder, then click OK. After that you can set Malwarebytes Anti-Malware to run on startup again, and then restart your computer.
  9. The last time I checked, the portable A2CMD didn't have issues running an update on more than one PC. I'll let one of our Quality Assurance guys know about this. He night be able to reproduce it in testing.
  10. I assume this was a 64-bit edition of Windows? If so, then it is a WoW64 redirection issue that our developers are working on fixing.
  11. Windows 7 has a way to create a bootable CD that allows you to use the System Restore if you need it. If you have access to a working Windows 7 system, then just click on the 'Start' button and type in 'backup', then click on "Backup and Restore", and then click on the link on the left that says "create system repair disk". You will need a blank CD for this, but it is a useful tool for issues where Windows 7 will no longer start.
  12. Lets get a log from FRST and see if it shows the cause of the issue. Please download Farbar Recovery Scan Tool (FRST) from one of the following links, and save it to your Desktop (please note that some web browsers will automatically save all downloads in your 'Downloads' folder, so in those cases please move the download to your desktop): For 32-bit (x86) editions of Windows: http://download.bleepingcomputer.com/farbar/FRST.exe For 64-bit (x64) editions of Windows: http://download.bleepingcomputer.com/farbar/FRST64.exe Note: You need to run the version compatible with your computer. If you are not sure which version applies to your computer, then download both of them and try to run them. Only one of them will run on your computer, and that will be the right version. 1. Run the FRST download that works on your computer (for Windows Vista, Windows 7, and Windows 8 please right-click on the file and select "Run as administrator"). 2. When the tool opens click "Yes" for the disclaimer in order to continue using FRST. 2. Press the 'Scan' button. 3. When the scan is done, it will save a log as a Text Document named 'FRST' in the same place the tool was run from (if you had saved FRST on your desktop, then the FRST log will be saved there). 4. Please attach the FRST log file to a reply (it is best if you do not copy and paste it into an e-mail). 5. The first time the FRST tool is run it saves another log (a Text Document named 'Addition' - also located in the same place as the FRST tool was run from). Please also attach that log file along with the FRST log file to your reply. If you are not used to attaching files to e-mails, then just look for a button in the toolbar above where you write your message that has a paperclip icon, and that should be the attachment button.
  13. OK, I've forwarded the logs to one of our Quality Assurance personnel.
  14. Standard debug log showing you going through the Wizard might help, but what we really need is logs from Emsisoft Anti-Malware forgetting its license key. If you aren't already familiar with the procedure for collecting debug logs, then here are the instructions: Lets get some debug logs from Emsisoft Anti-Malware. In order to do this, you will first need to run a batch file to enable debug logging. This batch file is contained in the ZIP archive at the this link (this ZIP archive also contains a batch file to disable debug logging). Please save that ZIP archive on your desktop, extract its contents, and then follow these instructions: Run the enable_debug_output batch file (if your computer has Windows Vista, Windows 7, or Windows 8 then please right-click on the batch file and select Run as administrator). You will see a black window pop up, and then disappear very quickly. After that happens, please restart your computer. Reproduce the issue you are having. Once you have reproduced the issue, hold down the Windows key on the keyboard (the one with the Windows logo on it, usually in between the Ctrl and Alt keys) and tap the R key to open the Run dialog. Type the following into the Run dialog, and then click OK: %ALLUSERSPROFILE%\Emsisoft A window should open and you should see a Logs folder. Right-click on that Logs folder, go to Send to, and select Compressed (zipped) folder. Move the new ZIP archive you created with the logs folder in it to your desktop. Attach the ZIP archive containing the logs to a reply by using the More Reply Options button to the lower-right of where you type in your reply. Note: If you get an error message when trying to send the Logs folder to a Compressed (zipped) folder then you may need to try a utility such as 7-Zip or WinRar to compress the folder. Both 7-Zip and WinRar have options to create an archive and save it in another location (such as on your desktop), which should prevent the error message. Here are links to the download pages for 7-Zip and WinRar. After posting the debug logs, you can run the disable_debug_output batch file (be sure to run it as administrator as well) and restart your computer again to disable debug logging.
  15. One of our developers let me know that this is a known issue on Windows 8.1.
  16. I would believe that our Italian support representative contacted you directly to assist you with this, so I'll let him take over.
  17. Some sort of corruption of the log data seems to be the most obvious cause for the discrepancies in the names. Our developers may have some other ideas as well. You can open another topic for the performance issues, but when it comes to issues like that then exclusions usually resolves the problem. If it is a local SQL server, then you can just add its folder to Online Armor's exclusions list. Here are some instructions for adding a folder to the Exclusions list 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 folder you want to add, click on it to highlight it, and then click OK at the bottom. Close the Online Armor window.
  18. Yes, you're right. My mistake. I forgot I had already forwarded your logs to one of our developers. I guess we're just waiting on him to reply now.
  19. That's a known issue. It's supposed to be fixed in version 9. Does it happen every time you restart your computer? If so, then we can get some logs.
  20. OK, then it does sound like Emsisoft Anti-Malware is the cause of the performance issue. Lets get some debug logs from Emsisoft Anti-Malware. In order to do this, you will first need to run a batch file to enable debug logging. This batch file is contained in the ZIP archive at the this link (this ZIP archive also contains a batch file to disable debug logging). Please save that ZIP archive on your desktop, extract its contents, and then follow these instructions: Run the enable_debug_output batch file (if your computer has Windows Vista, Windows 7, or Windows 8 then please right-click on the batch file and select Run as administrator). You will see a black window pop up, and then disappear very quickly. After that happens, please restart your computer. After startup has finished and all startup programs appear to have finished loading, hold down the Windows key on the keyboard (the one with the Windows logo on it, usually in between the Ctrl and Alt keys) and tap the R key to open the Run dialog. Type the following into the Run dialog, and then click OK: %ALLUSERSPROFILE%\Emsisoft A window should open and you should see a Logs folder. Right-click on that Logs folder, go to Send to, and select Compressed (zipped) folder. Move the new ZIP archive you created with the logs folder in it to your desktop. Attach the ZIP archive containing the logs to a reply by using the More Reply Options button to the lower-right of where you type in your reply. Note: If you get an error message when trying to send the Logs folder to a Compressed (zipped) folder then you may need to try a utility such as 7-Zip or WinRar to compress the folder. Both 7-Zip and WinRar have options to create an archive and save it in another location (such as on your desktop), which should prevent the error message. Here are links to the download pages for 7-Zip and WinRar. After posting the debug logs, you can run the disable_debug_output batch file (be sure to run it as administrator as well) and restart your computer again to disable debug logging.
  21. Do you have Online Armor installed in a different place?