GT500

Emsisoft Employee
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Everything posted by GT500

  1. 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. You can do that if you want, however please note that we are working on resolving this issue, and we do not intend on leaving you without the protection you paid for for very long.
  2. 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.
  3. I don't think it matters if it monitors it, however it shouldn't be necessary. I have never played around with EMET to know what the settings should be.
  4. I'm pretty sure that I replied to you on our helpdesk last night. I'll be checking our helpdesk again in about a couple of hours, so if you've already replied then I will be seeing it soon.
  5. I'm sorry about forgetting I had already looked at your Fiddler logs. Lets get some Debug Logs, and see if they show the cause of the issue. 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 with the update not working. 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.
  6. I have forwarded your logs to our developers.
  7. Our developers have let me know that they have opened a bug report on this. They will continue to look into this issue, and I will let you know if they need any more information.
  8. That is possible, however the update code for Emsisoft Anti-Malware and the Emsisoft Emergency Kit are very similar, so it is possible that it is a server response or something else that is causing the issue. Were you able to get the Fiddler log I asked for?
  9. OK, lets also try the instructions at this link, and see if they help.
  10. OK, according to that log the OANET driver isn't installed. I recommend the following: Uninstall Online Armor. Restart your computer twice. Download and reinstall Online Armor from this link. During the install, you should be asked about a TLEM driver. Please allow that to be installed.
  11. OK, I'll open a bug report with your log. For now my recommendation is to disable the Emsisoft Anti-Malware add-in to avoid the crashes. Emsisoft Anti-Malware will still scan every file that is created (at least any file type that is allowed by the extension filter), so you will not be compromising on protection by disabling the add-in. If you have any trouble disabling the add-in, then just open Emsisoft Anti-Malware, go to Configuration in the menu on the left, and uncheck the Activate email scanning option.
  12. OK, I have forwarded the information to our developers.
  13. Nikilet, I received your logs, and they show no update activity from Emsisoft Anti-Malware. It's like something is preventing it from opening a connection to our servers. Do you have any firewall software installed?
  14. That's normal. It just means that the file wasn't found, so Emsisoft Anti-Malware moves on to the next file.
  15. 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 try reproducing your problem with not being able to activate the Web Shield. 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.
  16. Do you want to try getting debug logs? I can open a bug report on the issue.
  17. ESET Anti-Virus could be related to the problem. Lets try exclusions. 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. The folder you will want to add is as follows: C:\Program Files\ESET There are also several ESET drivers that you should add as Trusted in the Programs list: C:\Windows\SysNative\drivers\eamonm.sys C:\Windows\SysNative\drivers\epfwwfpr.sys C:\Windows\SysNative\drivers\ehdrv.sys You will also want to create exclusions in Online Armor for some of its files. If you can create a folder exclusions, then that would be best, and just exclude the following folder: C:\Program Files (x86)\Online Armor If you have to specify individual files, then these are the most important to exclude: C:\Program Files (x86)\Online Armor\OAcat.exe C:\Program Files (x86)\Online Armor\OAsrv.exe C:\Program Files (x86)\Online Armor\OAui.exe
  18. OK. Please let me know if you start having trouble again.
  19. OK. Please be sure to let us know if you ever feel like trying again.
  20. Lets go ahead and enable Debug Mode in Emsisoft Anti-Malware (this enabled output of debug information and saving of debug logs). There are batch files to enable Debug Mode in the ZIP archive at this link (one batch file to enable it, and on to disable it). They need to be run as administrator, so go ahead and run the one to enable Debug Mode (right-clicking and running as admin if needed). After that, please restart your computer, and then proceed with the instructions below: Download DebugView from this link if you do not already have it. When downloading, make sure to save it on your Desktop instead of clicking 'Run' or 'Open'. Right-click on the 'DebugView' file that you just saved on your Desktop, and select "Extract All". Before running DebugView, you will need to add a process exclusion to Emsisoft Anti-Malware to prevent crashing issues. Here are the instructions: Please go ahead and open Emsisoft Anti-Malware from the icon on the desktop. click on Guard in the menu on the left. Go to the File Guard tab. Click on the Manage whitelist link on the left, just above 'Alerts'. On the left, under where it says Type, click on where it says File and change it to Process. Click in the white space to the right of where you just changed 'File' to 'Process', under where it says Item, and a little button with three dots on it will appear to the right. Click on the button with the three dots. Navigate to the folder where DebugView is saved (this should be on your desktop), select the Dbgview file, and click the Open button in the lower-right. Click OK at the bottom to save the settings, and then close Emsisoft Anti-Malware. Open the new DebugView folder that was created on your Desktop after extracting. Windows XP and 2000 users should double-click on the file named 'Dbgview'. Windows 7 and Vista users should right-click and select "Run as Administrator". Click on the 'Capture' menu, and select everything except "Log Boot" (you will have to open the menu again after clicking to select an item). After selecting the options in the 'Capture' menu, click on the 'File' menu and select "Log to File As" and create a file on your desktop for it to save the log to. Do whatever it is you need to in order to replicate the crash issue in Outlook (you can allow it to sit for some time if needed). After Outlook crashes, switch back to DebugView and click 'File' and "Save As" in order to save the log to a file on your Desktop. Please attach that log file to a reply so that we may analyze it for errors. You will need to use the More Reply Options button to the lower-right of where you type in your reply in order to access the attachment controls. Note: You may need to ZIP the log file in order to attach it. If you do not have a program such as 7-Zip, WinZip, WinRar, etc. then you can right-click on the log file, go to Send to, and click on Compressed (zipped) folder. You will be able to attach the ZIP archive to a reply. After that, you can run the eam_disable_debug_output batch file to disable debug mode. Note that your computer will need to be restarted after running the batch file.
  21. Lets get a Fiddler log, and see if it shows 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 Emsisoft Anti-Malware. Go to Configuration in the menu on the left. Select the Update Settings tab. Click on the Connection settings link in the lower-right corner. Check the box that says Use proxy server. Enter localhost in the Proxy server field, and then enter 8888 in the port field. Click 'OK'. Go back to the Menu on the left, and select Security Status. Click on the Update Now button 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). Please send me the Fiddler log in a Private Message (do not post in in a reply). Note that you may need to ZIP the log to be able to attach it to a Private Message. 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.
  22. I have attached a ZIP archive to this message called "check_oa_services.zip" which contains a batch file with the same name. Please follow these instructions to run that batch file: Save the check_oa_services file on your desktop. Extract the check_oa_services file. Run the batch file that was inside it (if you are using Windows 8, Windows 7, or Vista please right-click on it and select to Run as administrator). When it is done, attach the file C:\oa_service_status_log to a reply for me to review (you can access the attachment controls by clicking on the More Reply options button in the lower-right corner of the page).
  23. Lets try this: 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 Dropbox folder (C:\Users\Rowan\AppData\Roaming\Dropbox), click on it to highlight it, and then click OK at the bottom. Close the Online Armor window. Restart your computer.
  24. Lets try this: 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 TeamViewer folder (C:\Program Files (x86)\TeamViewer), click on it to highlight it, and then click OK at the bottom. Close the Online Armor window. Restart the computer.