GT500

Emsisoft Employee
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Everything posted by GT500

  1. Yes, he is the one helping you to clean up your computer. Go ahead and let him know about this issue, and he should be able to help you.
  2. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart your computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave your computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on your desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on your desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  3. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart your computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave your computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on your desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on your desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  4. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart your computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave your computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on your desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on your desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  5. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart your computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave your computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on your desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on your desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  6. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart your computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave your computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on your desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on your desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  7. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart the computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave the computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on the desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on the desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  8. Thank you for the logs. We have determined that this issue is related to our Host Rules. On certain computers running Windows 7 (specifically slower computers such as netbooks, or ones that are older or having performance issues for other reasons) the Emsisoft Anti-Malware service does not start in time, and the Windows system that controls services terminates the service because it took too long to start. It is possible to replace the Host Rules with an older (and smaller) version to temporarily get Emsisoft Anti-Malware working again, however please note that once Emsisoft Anti-Malware updates its database it will download a new copy of the Host Rules, and if you restart your computer you will once again not be able to start Emsisoft Anti-Malware. If you want to try this workaround to the issue in order to get Emsisoft Anti-Malware working again, then you would either have to leave your computer on all the time (at least until we are able to release a fix for the issue), or you would need to disable automatic updates in order to prevent the Host Rules from being updated. If you would like to try the workaround, then I have attached an older version of the Host Rules (host_rules.zip) to this message. You can simply save it on the desktop of the computer that is having the issue, and follow the instructions below: Right-click on the host_rules file you saved on your desktop, and select to extract it. Find the Emsisoft Anti-Malware folder, which should be in one of the following locations: C:\Program Files\Emsisoft Anti-Malware C:\Program Files (x86)\Emsisoft Anti-Malware Copy the a2hosts.dat file that you extracted from the file on your desktop into the Emsisoft Anti-Malware folder (you can right-click on the file to copy, and then when looking at the contents of the Emsisoft Anti-Malware folder you can click on Organize and select Paste). Select to Copy and replace when it asks you about the existing file. When Windows asks you to provide administrator permission to copy the file, click on Continue to finish copying the file. Once the file has been copied, please try launching Emsisoft Anti-Malware from the icon on the desktop, and that will also start the protection.
  9. The idea is that a trustworthy domain would not be on the same server as an untrustworthy domain, however it has been known to happen. Certain server hosting companies do not enforce their server hosting policies.
  10. My understanding, from what Andrey has told me in the past, is that when something is excluded Online Armor will completely ignore it. It is possible that Online Armor is still aware on some level that a program in an excluded folder has launched, however I don't know the technical details in regards to how it actually works.
  11. I don't know how intentional it was (Andrey doesn't tell me why he makes every change in Online Armor), however that does seem to be fairly normal memory usage for version 7. I don't think that version 6's memory usage was a lot less than that, however I don't remember exactly what it was, and it can change with program and database updates.
  12. Was Online Armor installed before you upgraded to Windows 8.1, or did you install Online Armor after installing Windows 8.1?
  13. I recommend that you finish up with Kevin in the malware removal section before we worry about that, as Kevin may be able to find an explanation for these events. That being said, Emsisoft Anti-Malware's website blocking works by blocking attempts to lookup a website's address via DNS. It is possible that you are simply having some DNS issues, which could certain lead to slowdowns, however I think it would be best to let Kevin assist you with that since you are already working with him.
  14. Yes. If the service isn't running, then Emsisoft Anti-Malware will try to start it, and any errors should be logged. This will help in determining what is causing the issue. Yes, this issue seems to have cropped up over the weekend, and we are currently trying to collect debug information so that our developers can determine the cause. Hopefully it will be fixed soon.
  15. OK, I've sent the logs to our developers. Lets see if we can also bet a memory dump from the service. If you hold down the Ctrl and Shift keys on your keyboard and tap the Esc key, this will open the Task Manager (works on all editions of Windows since Windows 2000). In the Task Manager go to the Processes tab, and then click the button at the bottom that says Show processes from all users. Look in the list for an a2service.exe which is the Emsisoft Anti-Malware service. If it is there, then please do the following: Right-click on a2service.exe and select Create Dump File (if there is an error about permissions or access denied, then stop there, and let me know). When the dumping process is done, it should tell you where the dump file was created. This should be your temp folder. Hold down the Windows key on your keyboard (the one with the Windows logo on it, usually between the Ctrl and Alt keys) and tap the R key to open the Run dialog. Type in %TEMP% and then click OK to open your temp folder. Look for a file named a2service.DMP and right-click on it, go to Send to, and select Compressed (zipped) folder. It will create a new ZIP Archive named a2service, which you can move to your desktop. Please attach this a2service ZIP Archive to a reply using the More Reply Options button to the lower-right of where you type in your reply to access the attachment controls.
  16. Could you please attach the log from the scan to a reply so that I can take a look at it? The Emergency Kit saves logs in its 'Reports' folder, which you can usually find in C:\EEK\Run\Reports
  17. That's possible. If you want to try it, then please let me know how it works out.
  18. Lets gets a Fiddler log to see what is going on. Please download and install Fiddler 2 from this link (this is the version that requires the Microsoft .NET Framework 2.0), and then follow the instructions below: After installing Fiddler, please open it from the Start Menu. Launch Online Armor. Go to Options in the menu on the left. Click on the Internet Settings button. Check the box that says Use a proxy server. Enter localhost in the Address field, and then enter 8888 in the Port field. Click 'OK'. Go back to the Menu on the left, and select Status. Click on the Update now link to start the update (Fiddler must be running when you do this). After the update fails, go back to Fiddler, and to File, then Save, and select All Sessions (please save it on your desktop). Attach the file you saved from Fiddler to a reply for us to review by using the More Reply Options button to the lower-right of where you type in your reply.
  19. That's a little higher than what I am seeing, but not by a lot:
  20. There may be an issue with that. Exclusions means that Online Armor completely ignores everything in that folder, so no monitoring of the process is done at all, and thus there would be nothing to log. As for the history list bug, I'm not sure where Andrey is on that. I haven't seen any updates on the bug report.
  21. Does your VPN software create a new Network Connection? On Windows 7, to view Network Connections, just click on the Start button and start typing network connections. The shortcut for Network Connections should appear in the search results.
  22. OK, lets get Debug Logs, and see if they show the cause of the issue. 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 (or at least verify that the CPU usage is too high). 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. Note that RapidShare and BayFiles have been having issues lately, and we may not be able to download the files from them. If you have DropBox, Google Cloud Storage, or Microsoft SkyDrive then those services would be more reliable. Also, you can attach files to private messages on these forums, and I would believe the limit is up to 128MB, so if the file is smaller than 128MB then you can just attach it to a private message to me on these forums.
  23. 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. Try opening Emsisoft Anti-Malware. Once you have tried to open Emsisoft Anti-Mawlare, 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.