GT500

Emsisoft Employee
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    13475
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Everything posted by GT500

  1. What happens if you restart your computer? Does the update continue to get stuck?
  2. OK, our developers have asked me to open a bug report on this, and they will be taking a closer look at it as soon as they can.
  3. Our developers are a bit curious why explorer.exe is set to run in Compatibility Mode. Please note that this should never be necessary, and you should disable Compatibility Mode for explorer.exe and any other system files from Microsoft.
  4. 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.
  5. Have you checked your notification options on the forums? If you go to the top-right corner of the forums and click on your username, then select My Settings you will be directed to a page where you can access your Notification Options.
  6. 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 EAM losing its license/deactivating/asking you to reenter the license key. Once you have reproduced the issue, and reactivated EAM with the license key, 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.
  7. What happens if you disable Emsisoft Anti-Malware when uninstalling and reinstalling?
  8. 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.
  9. Online Armor doesn't have a cloud-based system where user decisions are stored to reduce the number of alerts. Emsisoft Anti-Malware has a cloud-based system like this, but it is currently not used in Online Armor.
  10. Lets try the following: Uninstall Online Armor. Restart the computer twice. Reinstall Online Armor from this link.
  11. Unfortunately I haven't heard from them yet. I'll follow up with them, and see if I can get a response this time.
  12. If you restart your computer, and then try the update again, does it still get stuck?
  13. The only time it should do that is when you are learning safe websites for Banking Mode.
  14. 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 Online Armor causing explorer.exe to stop working. 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.
  15. If you are having issues with the install due to Online Armor, then I recommend putting Online Armor in Learning Mode during the installation and for the first time you launch the program. You can disable Learning Mode after launching the program the first time and making whatever connections are necessary for the software to work, as the learning process will be complete at that point.
  16. FYI: When he is referring to "training mode" he is talking about "Learning Mode", which allows Online Armor to automatically learn changes to software without you needing to create rules or mark things as Trusted in the HIPS.
  17. Dallas, can we get some Debug Logs from Online Armor showing you removing these rogue entries and them reappearing? You may already know how to enable Debug Mode, but here's the instructions just in case; 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. 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.
  18. Have you tried changing it to Weekly and then selecting each day of the week so that it scans every day, and then see if the scan runs after that?
  19. You can try the instructions at this link, and one of our malware removal experts should be able to help you.
  20. Our malware analysts have confirmed that this issue was already fixed, so you shouldn't see notifications about those IP addresses anymore.
  21. The Window size and position should be saved in the file C:\EEK\Run\a2settings.ini so you can close the EEK and delete that file so that the EEK recreated it when you launch it again.
  22. I think the default list of safe websites was to help with building a list of trusted sites for Banking Mode, however Andrey is probably the only one who knows the real reason behind it.
  23. From what I am seeing, those addresses appear to belong to Microsoft. I'll ask our malware analysts about this.