Emsisoft Employee
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Everything posted by GT500

  1. OK. Please let me know if you start having trouble again.
  2. OK. Please be sure to let us know if you ever feel like trying again.
  3. 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.
  4. 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.
  5. I have attached a ZIP archive to this message called "" 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).
  6. 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.
  7. 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.
  8. Please try disabling Compatibility Mode for explorer.exe (should be in C:\Windows) and then restart your computer.
  9. Well, the only other way to fix it is to set the domain for your bank to 'Trusted' instead of 'Protected'. Obviously that doesn't fix the fact that Online Armor isn't able to connect to the Trusted DNS, but it will allow you to visit your bank's website without the error message.
  10. Lets try this: Uninstall Online Armor. Restart your computer twice. Reinstall Online Armor from this link.
  11. When it is done, it should say that the update is complete. It may just be taking some time to process the updates once it is done downloading them.
  12. OK, I have created a bug report on this, and our developers will take a look at it as soon as they can.
  13. We're probably going to need Debug Logs. I'll need to check with our developers first to see if we will need to use DebugView from Microsoft, or if the Outlook add-in saves debug logs using our new debug logging system.
  14. Technically there is no 64-bit version (at least not yet). We have 64-bit drivers so that Online Armor works on 64-bit editions of Windows (well, at least 64-bit Windows 7 and Windows 8 ), however the actual applications that make up Online Armor (the service, the program that draws the System Tray icon, and the main application that you can open to change settings) are all 32-bit.
  15. Our developers are recommending that you add * to the Domains List as a Trusted domain. This should resolve the issue.
  16. It does appear to have a part that runs in the background, so I wasn't certain if that could have any effect. Might just be intended to keep the browser plugin up to date.
  17. It's possible the log entries are being written as the programs are freezing. I think it would probably be best to uninstall Online Armor, restart your computer twice, and then reinstall it from this link. If you want to keep your settings, then I recommend backing them up before doing the reinstall.
  18. If you don't want to wait on me to look at the log, then you can go ahead and use Emsiclean to remove the leftovers. Just be sure that the Emsisoft Anti-Malware directory doesn't have anything else in it that you don't want to delete before you select it for removal (I know most people don't change the default directly that it is installed in, but some do, and sometimes it gets installed in a folder where there are other files from other software).
  19. Do you have any other add-ins installed other than the Emsisoft Anti-Malware Scanner add-in?
  20. OK. Please let me know if you have any further issues.
  21. OK, 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 with the Host Rules list not populating. 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.
  22. Online Armor's HIPS will notify you about any suspicious behavior. Creating rules may not prevent an infection, since CryptoLocker creates a randomly named file in %APPDATA% (at least I'm fairly certain that's where it creates it).
  23. Lets get an OTL log, and see if it shows the cause of the issue. Please run OTL by following the instructions below: Click this link to save OTL onto your desktop (please make sure to click 'Save' instead of 'Run'). Double click on the OTL icon on your desktop to run it. Make sure all other windows are closed and to let it run uninterrupted. Click the Run Scan button. Do not change any settings unless otherwise told to do so. The scan will take a few minutes. When the scan completes, it will open two Notepad windows. OTL.Txt and Extras.Txt. The first one (OTL.txt) will be automatically saved on your desktop next to OTL, and the second one will need to be saved manually. Please make sure that both OTL.txt and Extras.txt are saved on your desktop, and then attach both of them to a reply so that we can take a look at them.
  24. The OANET driver appears to be installed correctly. Have you installed all of the Windows Updates for Windows 8.1? There was an issue with the NDIS driver that came with Windows 8.1 which was fixed in an update on or around October 18th.