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GT500

Emsisoft Employee
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Posts posted by GT500

  1. I have found that if I switch to standard mode I am able to update time manually then I switch back to advanced mode and OA seems then to have no problems with Windows Time updating.

    Andrewf (the OA dev) already has logs about this from me (#3014), but the more logs the merrier :)

    Actually, someone else mentioned that they had reported this as well, and that it was only happening when Online Armor was running in Advanced Mode. Switching to Standard Mode may be a viable workaround until Andrey can nail down the cause. ;)

  2. OK, our developers have checked your log, and they have informed me that they will also need a log from DebugView and they will need to see your settings for the File Guard.

    For the File Guard settings, you can simply ZIP the a2settings.ini file and attach that to a reply (or you can send it to me in a private message if you prefer). You should find the file in the main Emsisoft Anti-Malware folder (which is normally C:\Program Files\Emsisoft Anti-Malware). To ZIP it, you can right-click on the file, go to Send to, and select Compressed (zipped) folder. Windows may give you an error, saying that you do not have permission to write to that location, and ask you if you want to save it on your desktop instead, so say 'Yes' to that if you see it. You should be able to attach this zipped file to a reply.

    For the DebugView log, we'll need to set a registry entry that will tell Emsisoft Anti-Malware to output debug information that DebugView can see and save in its log. The following file eam_enable_debug_output.zip contains a batch file which, when run with administrative rights, will automatically create that registry entry for you. Please download this file, extract the batch file from it (it will also be named eam_enable_debug_output), and run the batch file (if your computer is running Windows Vista or Windows 7 then please make sure to right-click on the batch file and select to Run as administrator):

    After that, please restart your computer, and then proceed with the instructions below:

    1. Download DebugView from this link:
    2. When downloading, make sure to save it on your Desktop instead of clicking 'Run' or 'Open'.
    3. Right-click on the 'DebugView' file that you just saved on your Desktop, and select "Extract All".
    4. Before running DebugView, you will need to add a process exclusion to Emsisoft Anti-Malware to prevent crashing issues. Here are the instructions:

      1. Please go ahead and open Emsisoft Anti-Malware from the icon on the desktop.
      2. click on Guard in the menu on the left.
      3. Go to the File Guard tab.
      4. Click on the Manage whitelist link on the left, just above 'Alerts'.
      5. On the left, under where it says Type, click on where it says File and change it to Process.
      6. 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.
      7. Click on the button with the three dots.
      8. 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.
      9. Click OK at the bottom to save the settings, and then close Emsisoft Anti-Malware.
      10. [*] 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 issue.

        [*] After the system freezes, restart your computer (you may need to hold down the power button for about 4 or 5 seconds to shut it down first), and make sure that the log was saved 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.

  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 updating your computer's time from one of these non-Microsoft sources again. 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.

    Edit: Scratch that. Andrey says he doesn't need any more logs for this issue. ;)

  4. Please download Emsiclean from this link (be sure to save it on your desktop), and follow the instructions below to get me a log:

    1. Run the Emsiclean download that you saved on your desktop.
    2. Read the disclaimer. Note that you must agree to it in order to proceed.
    3. Once the scan is finished, simply exit Emsiclean, and do not remove anything.
    4. A new file will be saved on your desktop with a log of what was detected. Please attach that to a reply by using the More Reply Options button to the lower-right of where you type in your reply.

  5. Any program that you trust can be added to Online Armor as Trusted, or added to the exclusions in Online Armor to be ignored completely by the HIPS and the firewall. Please note that you will probably need to disable Online Armor when running any of the utilities that I post instructions for, as most of these utilities check things or do things that Online Armor can interfere with.

    How long it takes can depend on the computer and whether or not the security software is running at the time. I think I forgot to add that to the instructions I posted for you, so that's probably why it took so long. If you disable Online Armor and Emsisoft Anti-Malware then it should run faster.

  6. Hello.

    I did a comparison between Kasoersky 2013 and EAM 7.

    ...

    We hope that in future version you will consider strong capacities for the EAM.

    Thank you. I have passed your remarks on to our management, and we will consider these issues in future versions of Emsisoft Anti-Malware.

  7. I merged both of these together because the first step in debugging the issues you reported is to disabled EAM completely and see if that makes a difference, and since your other topic was about how to do that it made sense to merge the two together. ;)

    The first step is to right-click on the System Tray/Notification Area icon for Emsisoft Anti-Malware (should be somewhere in the lower-right corner of the screen to the left of the clock), and select to Shut down Guard.

    After that, please hold down the Windows key on your keyboard (normally in between the Ctrl and Alt keys, with the little Windows logo on it) and tap the R key to open the Run dialog. Type services.msc into the field, and then click OK. This will open a list of services that are installed on your computer.

    Please scroll down until you find the Emsisoft Anti-Malware Service, right click on it, and select Stop. This will completely turn off Emsisoft Anti-Malware, allowing you to check and see if it was the cause of the issues.

    To turn Emsisoft Anti-Malware back on, right click on Emsisoft Anti-Malware Service again and select Start, then click on the Start button, go to Programs, go to Emsisoft Anti-Malware, and click on Emsisoft Anti-Malware Guard.

  8. You can uninstall and then reinstall from the CD if you want, however it will still need to be updated to the latest version in order to provide you with the best protection, so we usually recommend that you download the latest version of Emsisoft Anti-Malware from this link.

    As for the license key, it should be OK, however if it is not then please let me know.

  9. Do you know where the file came from? Was it something that you downloaded, or does it appear to have been created by another program?

    Also note that, if you cannot access the file normally in Windows to copy it or upload it, then you should be able to do so from a bootable disk (UBCD4Win, BartPE, Windows PE, Linux, etc). UBCD4Win and certain Linux Live CD's (such as Kubuntu and the KDE edition of Fedora) will be the easiest to use, and the Linux downloads are the easiest because the bootable disks based on Windows (such as UBCD4Win) require that you have a Windows XP disk in order to build the boot disk from the files on the Windows CD, whereas the Linux Live CD's you simply download and burn to a CD.

    You can also try starting the computer in Safe Mode With Networking, and see if you can access the file that way. Here's a link to instructions on how to do that.

  10. I would need to see error logs to know more about what is going on. Reinstalling tends to be the quicker solution to this issue, although sometimes Emsiclean needs to be run after uninstalling to remove leftovers before a successful reinstall (depending on what actually caused the issue).

    If you don't want to reinstall, then first I will need to see any errors in the Windows Event Logs pertaining to the Emsisoft Anti-Malware Service (a2service.exe) or any other components from Emsisoft Anti-Malware. To open the Event Viewer on Windows 7, simply click on the Start button and type event viewer in the search field, then click on Event Viewer in the list of search results. You will need to double-click on Windows Logs in the list on the left to expand it (see the screenshot below), and then look under the Application and System for errors related to a2service.exe or a2guard.exe (errors will be easy to distinguish from other log entries as you scroll through the event logs, and everything is sorted by date and time by default). When you find an error related to an Emsisoft Anti-Malware component, then right-click on it and click Save Selected Events (please change the Save as type to Text (Tab delimited)). You can attach these individual events from the Event Logs to a reply by going to More Reply Options to access the attachment controls.

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