GT500

Emsisoft Employee
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Everything posted by GT500

  1. Lets try this: Open Emsisoft Anti-Malware. Go to Configuration in the menu on the left. Go to the Update Settings tab. Change the number of "Maximum simultaneous update connections" to 1 instead of 5. Retry the update and let me know if that resolves the issue.
  2. Actually, Andrey just sent me a message to let me know that he was able to reproduce the issue and is fairly confident that he knows what is causing it. I can't make any guesses as far as when it might be fixed, however I hope it won't take too long.
  3. 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. 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.
  4. May I ask what version of Online Armor you were trying to install?
  5. Was this a kernel memory dump, or a full memory dump?
  6. VMware has a free virtualization solution known as VMware Player, which contains the basic features necessary to create a use virtual machines. It does not have a snapshot feature, which is a bit unfortunate, however it does provide a nice and stable VM environment to work with and it does allow for dragging and dropping files from the host to the guest, and vice versa.
  7. We recommend putting Online Armor into Learning Mode before installing any updates to Microsoft products, as this will prevent popups during the installation process.
  8. HiJackFree should show you the full path to the program that it highlighted in red if you click on it. The information will be displayed below the list. If you can let me know the File name and the File path then I should be able to let you know if it's OK or not.
  9. You're quite welcome. Please let us know if you have any further issues.
  10. I'm glad to hear that your issue has been resolved. Please let us know if you have any further trouble.
  11. I'm going to have to forward that log to our developers so that they can take a look at it. In addition to that log, I think we're going to need a traceroute to our update servers from your computer, so that we know what IP address it is trying to connect to. I have attached a ZIP archive to this message called traceroute_emsisoft_update_server.zip, which contains a batch file with a similar name that will automate the traceroute. Please extract this patch file, and then run it (if your computer runs Windows Vista, Windows 7, or Windows 8 please be sure to right-click on it and select "Run as administrator"). When it is running you will see a black window pop up for about a minute or two, and when it is done the results of the traceroute will pop up in Notepad. Please save the log on your desktop and send it to me in a Private Message. Note: If for whatever reason you cannot find the log file to attach it to a reply, the batch file is supposed to save it in the root of the same hard drive that Windows is installed on. Normally this would be your C: drive, and the file would be in the following location: C:\Emsisoft_Update_Server_Traceroute_Log.txt
  12. You're quite welcome. Just for the sake of completeness, I'm going to leave a copy of my "final instructions" below, and then close this topic. Even if your computer was not seriously infected, they are still good steps to follow. Please note that if you need any further assistance, just send me a Private Message, and I will be happy to unlock this topic. 1. Make Sure Java is Updated: Click on the Start button. Click on Control Panel. Click Uninstall a program. Look for Java in the list (should be alphabetical), and uninstall all versions of Java that you find listed. Click on this link and download and install the latest Java (the Windows Online download will be faster). 2. Make Sure Adobe Flash is Updated: Click on this link and download the latest version of Adobe Flash Player for your web browser. You will need to close your web browser when installing Flash. 3. Make Sure Adobe Acrobat Reader is Updated: Click on the Start button. Click on Control Panel. Click Uninstall a program. Look for any versions of Adobe Reader or Adobe Acrobat Reader in the list (should be alphabetical), and uninstall all of them (if you have Adobe Acrobat, which is the premium software from Adobe, then you do not need to uninstall it). Click on this link to go to the Adobe Reader download page, make sure to unselect any offers for toolbars or other free software, and download and install the latest version of Adobe Reader. (please note that some people do prefer to use third-party PDF viewers such as PDF X-Change Viewer and Foxit Reader which are not as commonly exploited as Adobe Reader, so if you would prefer to use one of those then you do not need to download and install Adobe Reader) 4. Make Sure Your Computer Has The Latest Windows Updates: Click on the Start button. Go to All Programs. Click on Windows Update. Click Check for updates in the menu on the left (should be near the top). Once it is done checking for updates, click the Install updates button on the right. Make sure that if your computer wants to restart after the updates are done, that you allow it so. 5. Web Of Trust Extension: While this is not a requirement, I highly recommend that you click this link and check out the Web Of Trust extension for your web browser. It will add an extra layer of protection to your web browsing for free, and it is especially helpful when doing searches on Google, Yahoo!, Bing, etc. as it will point out what sites are considered trustworthy and what sites are not by drawing a colored circle to the right of each search result. Green means trusted, red means not trusted, yellow is in between, and white means it is not in Web Of Trust's database. 6. Empty The System Restore: Click on the Start button. Right-click on Computer Select Properties from the list. In the window that pops up, click on the System protection link in the menu on the left. The buttons may not be clickable for a few moments, but once you can click on them select the drive in the list near the bottom that shows protection is on (this will usually be you C: drive) and click the Configure... button. Click the button near the bottom-right that says Delete to clear all System Restore data. Once finished, click OK to close that window. Now you will want to make sure that the correct drive is selected again (usually your C: drive) and click on the Create button to create a new restore point. Fill in a name for the restore point, and click the Create button. Once it is done, you can close the windows that were opened to get to the System Restore settings.
  13. May I ask what version of Emsisoft Anti-Malware you have installed?
  14. All those steps will do s tell Online Armor not to monitor certain parts of Emsisoft Anti-Malware, and tell Emsisoft Anti-Malware not to monitor certain parts of Online Armor. Technically, it is not necessary for one security software to monitor another, and adding these exclusions will usually reduce the performance impact of running more than one security software on your computer. These steps will not reduce the amount of protection, or force you to do anything manually that is currently being done automatically.
  15. The log doesn't look bad. Are you still seeing those detections when you run a scan?
  16. Our Sales Manager has let me know that he already contacted you to assist you with this, so I am going to go ahead and close this topic. If you have any questions, or you would like me to reopen the topic, then please send me a Private Message.
  17. Since Online Armor uses two System Tray/Notification Area icons, and the way Windows handles processes that create more than one Notification Area icon are a bit buggy, you can experience some odd issues with getting them to always display. The easy way around this is just to have the Notification Area always display all icons and notifications, instead of having different settings for each icon.
  18. Lets get a Fiddler log and see if it shows the issue. 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 the Fiddler log to me in a Private Message (do not post it in a reply).
  19. OK, this is definitely the 64-bit issue. I'll just write a script for OTL that will delete those registry entries (if you need to, you may download OTL from this link), and here are the instructions for running OTL with the script: 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.
  20. I would need the scan log to be certain, however I suspect that the issue is a known problem with how the scanner handles the differences between 32-bit and 64-bit registry entries. Since the part of Emsisoft Anti-Malware that deletes threats (the "Cleaning Engine") handles them differently, there are times when they will not be deleted. Our developers are working on this issue, and hopefully will have it fixed soon. For now, I'll need for you to post the scan log for me so that I can take a look at the detections that aren't being deleted, and then we can use another program to get rid of them. Here are instructions for posting the scan log: Open Emsisoft Anti-Malware. Click on Logs in the menu on the left. Go to the Scan tab (it may take a minute for the list of scan logs to load). Select the scan log from the list. Click on the View details button to open the log. Click on File and then Save As to save it on your desktop. Attach the scan log you saved on your desktop 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.
  21. We would need a Fiddler log to be able to see what is causing the issue. EAM 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 it in a reply). If the update doesn't fail, then just try again at another time, and hopefully you will be able to get us a log of the failed update.
  22. It should be possible, however please note that you may need to add exclusions to keep them from monitoring each other. If you need to add exclusions, then the files from Emsisoft Anti-Malware that you will need to exclude are the following: a2guard.exe a2service.exe a2start.exe Those files should be in the following folder: C:\Program Files\Emsisoft Anti-Malware
  23. Please download and install EAM 8.0.0.10 from this link, and let me know if that resolves the issue.
  24. The ComboFix log looks OK to me. If you still think there is a problem, then we can try TDSSKiller, and see if it finds anything. If you want to run TDSSKiller, then here are the instructions: Download TDSSKiller from this link and save it on your desktop. Run the TDSSKiller download that you saved. Click on Change parameters as it shows in the following screenshot: Make sure that Verify digital signatures and Detect TDLFS file system are checked as in the following screenshot, and then click OK: Click the Start scan button as in the following screenshot: You will see the following as the scan runs: If there are any threats or malicious items detected, then make sure the option to the right of each item is set to Skip as in the following screenshot (it is very important that TDSSKiller not be allowed to Cure, Quarantine, or Delete these detections!), note that you can click on the selection action to open a list and change it if it is not set to Skip automatically, and then click Continue at the bottom when everything is set to Skip: Click on Report in the upper-right corner, as in the following screenshot: You will see a report similar to the one in the following screenshot. Please click in the report somewhere, then hold down the Ctrl key on your keyboard and tap the A key to select the entire report. Once everything is selected, then it should look similar to the following screenshot, and you will be able to hold down the Ctrl key on your keyboard and tap the C key to copy the entire report. Open Notepad by clicking on the Start button, going to All Programs (or just Programs in Windows 7 and Vista), then Accessories, and clicking on Notepad in the list. Once Notepad has opened, click on Edit to open the Edit menu, and then click Paste, as in the following screenshot: Once the report has been pasted into Notepad, click File to open the File menu, and then click Save as, as in the following screenshot. Please save the report on your desktop and attach it to a reply by using the More Reply Options button to the lower-right of where you type in your reply.
  25. Emsisoft Anti-Malware will not disable Microsoft Security Essentials, and you must either disable it manually or uninstall it if you don't want to use it anymore. Please try disabling both Microsoft Security Essentials and SUPERAntiSpyware Pro, and then try entering your license key into Emsisoft Anti-Malware again. Also, make sure that you run it from an account that has administrative rights on your computer.