GT500

Emsisoft Employee
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Everything posted by GT500

  1. 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 installing stuff. 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.
  2. Does closing and shutting down Online Armor make any difference?
  3. The only issue I am aware of with Kaspersky Anti-Virus (KAV) and Online Armor (OA) is that, since KAV uses something similar to a proxy to filter network/Internet traffic, OA will see all (or at least most) network traffic as originating from KAV (or more specifically, as originating from the KAV process that handles the network traffic filtering). This essentially nullifies OA's ability to monitor which EXE's are accessing the Internet, as all network traffic will appear to be coming from a trusted EXE, and thus OA will never block network traffic from untrusted programs. You can see a better explanation of this issue in this post.
  4. You don't need EAM installed to run OTL. The data it gives us is more generic and includes various load points on your system (startup items, services, drivers, etc), certain settings and components in your web browsers, files/folders created or modified in the last 30 days, and a few other things that are useful when diagnosing problems with computers.
  5. I have written a cleanup script for OTL (if you need to, you may download OTL from this link). Please download the following OTL_Script file, and save it on your desktop. After saving it, open it, run OTL, and copy and paste the contents of the OTL_Script file into the Custom Scans/Fixes box at the bottom of the OTL window: Then click the Run Fix button at the top. Let the program run unhindered, restart your computer when it is done (it may automatically restart your computer on its own). After your computer has restarted, please open OTL again and click the Quick Scan button. Attach the log it produces in your next reply (just the OTL log, as I don't need to see the Extras log again). You will need to click the button that says More Reply Options to the lower-right of where you type your reply to be presented with the attachment controls.
  6. Our developers have let me know that this was one of the issues that they were able to reproduce in testing, and that they hope to have a fix available soon.
  7. OK, I see what you're talking about. I'll ask our developers if they are aware of this.
  8. As you can see in the following two screenshots, I wasn't able to reproduce this issue with high memory usage (click on te screenshots to see larger versions of them): Memory usage before launching IE: Memory usage after launching IE: Lets get some more info to see if there is something that I am not taking into account in my quick test. 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.
  9. I would need to see the logs from the scans and would probably need to see samples of the detected items before I would be able to say what might had happened. Unfortunately, without any idea of what it was that was deleted, all I can do is make random guesses as to what might be wrong. Maybe something is blocking EAM from deleting files? Perhaps a rootkit infection, or some other security software? Perhaps they weren't all selected for removal the first time they were detected?
  10. It is possible that there is not much that it actually needs to do in the 5th stage of the scan. I'd need some logs to send to our developers in order to know for sure what is going on. If you want to collect those logs for us, then feel free to follow the instructions below. Before actually collecting the logs, a registry entry needs to be created to tell Emsisoft Anti-Malware that it needs to save the log. I have attached a ZIP archive to the message which contains two batch files. One is named engine_enable_debug_output and the other is named engine_disable_debug_output. Please download this ZIP archive, extract the batch files, and run the 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): After running the batch file, please restart your computer, and try your scan again. Once it freezes, please check the Emsisoft Anti-Malware folder (usually C:\Program Files\Emsisoft Anti-Malware) and there should be a file named ScanEngineDebug.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 ScanEngineDebug.log file in it to a reply by using the More Reply Options button to the lower-right of where you type in your reply to access the attachment controls.
  11. By "does not work" I assume you mean that the logs are not showing an update check every hour? The screenshots show that there are some logged updates for the 6th, so the scheduled update is working. I wonder if it is just not logging the update check when it doesn't find any new files to download. Our developers already mentioned that they were able to reproduce everything that you had reported previously, so they should be aware of this issue and working on it.
  12. I assume Internet Explorer 9? On Windows 7 x64? Do you have any addons/extensions/toolbars/plugins/etc installed for Internet Explorer beyond the typical Adobe Flash and Java?
  13. I have forwarded your logs on to our developers, and I will let you know what they tell me.
  14. I assume that you have experienced this with version 6.0.0.1736? If so, then we will probably need some logs from that system to find out what is causing 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 with PDF files in e-mails. 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.
  15. It might be normal at times when it is monitoring certain activity, depending on what programs are running and what they are doing. It wouldn't be normal for it to do it all the time. May I ask what anti-virus software you are using?
  16. May I ask what type of scan you were running?
  17. You may also want to follow the instructions at this link so that you can get us a memory dump from the blue screen. A complete memory dump is best, but it would probably be pretty large.
  18. I think it has to do with the database for BitDefender, however there was a huge cleanup of the EAM database last week, so let me know if it seems to have made any difference in the memory usage. Adding COMODO to the exclusions was for the CPU usage, as there are certain programs that will cause the Behavior Blocker to eat up a lot of CPU time by firing too many events that the Behavior Blocker will monitor. If those exclusions do not help, then a DebugView log should tell us if there is something else causing the high CPU usage.
  19. Did you only experience the error once, or does it still happen every time you try to launch Emsisoft Anti-Malware?
  20. OK, there are two utilities that I will want you to run, and then I will want to see a fresh OTL log. Please download AdwCleaner and save it on your desktop. Close all open programs and internet browsers (you may want to print our or write down these instructions first). Double click on adwcleaner.exe to run the tool. Click on Delete. Confirm each time with Ok. You will be prompted to restart your computer. A text file will open n Notepad after the restart (this is the log of what was removed), which you can save on your desktop. Please attach that log file to a reply by clicking the More Reply Options button to the lower-right of where you type in your reply. If you lose that log file for any reason, you can find it at C:\AdwCleaner[s1] on your computer. Please download Junkware Removal Tool and save it on your desktop. Shut down your anti-virus, anti-spyware, and firewall software now to avoid potential conflicts. Run the tool by double-clicking it. If you are using Windows Vista or Windows 7, right-click it and select Run as administrator. The tool will open and start scanning your system. Please be patient as this can take a while to complete depending on your system's specifications. On completion, a log is saved to your desktop and will automatically open. Please attach the JRT log file to a reply by clicking the More Reply Options button to the lower-right of where you type in your reply. After that, please open OTL, run another scan, and attach the log file to a reply by clicking the More Reply Options button to the lower-right of where you type in your reply.
  21. OK, I have an e-mail from one of our developers explaining the scheduler time issue that you had reported earlier. The scheduler requires that the start time be a lower number than the end time (or, in terms of time, it requires that the start time be an earlier time during the same day than the end time). Since an end time of 12:00 AM (00:00:00) is the next day, and is an earlier time (or a lower number) than the start time, this is why the scheduler fails when the end time is 00:00:00. I was also told that our developers were able to reproduce the other issues that you reported, and that they will work on fixing them as soon as they are able to.
  22. You're quite welcome. Please let me know if you have any further issues.
  23. Have you tried uninstalling and reinstalling Emsisoft Anti-Malware?
  24. Well, obviously we like to think that our own products are among the best. Emsisoft Anti-Malware should work pretty well with COMODO, and it tends to work pretty well with Online Armor. Both are good firewalls, but we obviously would not be able to assist you with issues related to COMODO like we would be able to assist you with issues related to Online Armor. That being said, feel free to try out the free trials and see which combinations work the best for you.
  25. I've asked our developers if they might now why the Last update time changed like that.