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ShadowPuterDude

Emsisoft Employee
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Everything posted by ShadowPuterDude

  1. We had a tech issue that unfortunately effected multiple servers. We are making improvements that will reduce the impact if a similar tech issue occurs again.
  2. @marcos_paulosrf Do not respond to such offers. They are likely to be scammers and not victims.
  3. Hello @balaS, Welcome to the Emsisoft Support Forums. Let's make sure of what we're dealing with. Please copy/paste all lines of the results of this test into a reply to this email if you need further help. Please visit the following website and upload both an encrypted file (between 256KB and 2MB in size would be best) and a ransom note simultaneously for proper identification, and send me the information it provides: https://www.emsisoft.com/ransomware-decryption-tools/ Please be sure to read the information link on the results page, as to whether we have a decrypter or not. Sometimes someone else's decrypter is listed, or other information is available that might be useful for recovery. While it is very rare that it helps, you might try using undelete software, or if your files are very important it may be worth talking to a company that specializes in ransomware negotiation and will communicate on your behalf with the criminals that created the ransomware. Exercise a bit of caution when looking for a company to help, though. Generally speaking, if a company claims to be able to decrypt files that were encrypted by a type of ransomware for which no decryption tool is publicly available, that company is probably just going to pay the ransom and charge you more than you would have paid if you had dealt with the criminals directly. Better is to search for companies who specialize in ransomware negotiation. If the identification process shows ransomware that is not decryptable, there is nothing else we can do. We do not recommend paying the ransom unless there is absolutely no other choice.
  4. Hello @shaimaa, Welcome to the Emsisoft Support Forums. Please read this Topic. It contains information about your situation and whether or not your files can be decrypted. https://support.emsisoft.com/topic/32045-about-the-stopdjvu-decrypter/
  5. Hello @Dada125, Welcome to the Emsisoft Support Forums. Is your ID and Online ID or and Offline ID. Also please provide the both your Personal ID and the Online or Offline ID.
  6. Hello @Selva Kumar G, Welcome to the Emsisoft Support Forums. I understand it is frustrating, but currently, we are not aware of any ways to decrypt files with Online-ID and some recent forms of STOP(DJVU). Please read this Topic. It contains information about your situation and whether or not your files can be decrypted. https://support.emsisoft.com/topic/32045-about-the-stopdjvu-decrypter/
  7. Turn on debugging in Emsisoft. Open Emsisoft Anti-Malware, then click the settings tile, then the 'Advanced' tab. Scroll down a bit, then use the last option in the advanced section, 'Debug logging', to enable debug logging for one day. Leaving it on always isn't recommended because logs will fill the hard drive eventually. Close the Emsisoft Anti-Malware window after making your selection. Restart the computer. This is mandatory for the logs to be created completely. Reproduce the issue you are having, twice if possible. The issue must occur, or the logs won't be of any use. (Please read the note below before continuing) Once you have reproduced the issue, open Emsisoft Anti-Malware again, and click on the Support icon which is the chat bubble in the lower left corner, then click on the button that says "Send an email". Select everything in the right hand column that shows today's dates. Fill in the e-mail contact form, then click on "Send now" at the bottom once you are ready to send the logs. Note: If you like, you may just compress and email or upload to a file sharing location the following folder instead of using the in-program form, skipping step 3: C:\ProgramData\Emsisoft\Logs\ (note ProgramData is a hidden folder) and also C:\Program Files\Emsisoft Anti-Malware\Logs\Logs.db3. *Important* Please be sure to turn debug logging back off after sending us the logs. There are some negative effects to having debug logging turned on, such as reduced performance and wasting hard drive space, and it is not recommended to leave debug logging turned on for a long period of time unless it is necessary to collect debug logs.
  8. We had a tech issue that unfortunately effected multiple servers. We are making improvements that will reduce the impact if a similar tech issue occurs again.
  9. Hello @cma6j, We are currently experiencing outage issues with MyEmsisoft. Our team is working on the issue and we hope to have a solution soon.
  10. Hello @siversurf, Welcome to the Emsisoft Support Forums. Please gather two logs using FRST, a tool used worldwide by malware removal experts for free malware removal and tech support, and attach them to a reply to this email. Instructions can be found here: https://help.emsisoft.com/en/1738/how-do-i-run-a-scan-with-frst/ If the computer uses a non-English default language, before running either FRST.exe or FRST64.exe, please rename the file to "FRST-English.exe". That will assure that systems configured with non-English languages will produce FRST logs that are more easily read on our side. In cases where a2start is consuming excessive amount of RAM, for no apparent reason, this issue may be caused by a memory leak because of the hardware acceleration being used by the EAM UI. To resolve this issue requires a change in the hardware acceleration used by the EAM UI. IMPORTANT: This is an emergency workaround only. Shut down protection by right-clicking on the green shield icon in the tray. Open the Emsisoft program folder and find skin.ini (or create it if it does not exist) Add the following to skin.ini: [general] renderer=WARP Save the skin.ini to the Emsisoft Program Folder Start EAM via start menu
  11. Hello @Lavanya, Welcome to the Emsisoft Support Forums. Let's make sure of what we're dealing with. Please copy/paste all lines of the results of this test into a reply to this email if you need further help. Please visit the following website and upload both an encrypted file (between 256KB and 2MB in size would be best) and a ransom note simultaneously for proper identification, and send me the information it provides: https://www.emsisoft.com/ransomware-decryption-tools/ Please be sure to read the information link on the results page, as to whether we have a decrypter or not. Sometimes someone else's decrypter is listed, or other information is available that might be useful for recovery. While it is very rare that it helps, you might try using undelete software, or if your files are very important it may be worth talking to a company that specializes in ransomware negotiation and will communicate on your behalf with the criminals that created the ransomware. Exercise a bit of caution when looking for a company to help, though. Generally speaking, if a company claims to be able to decrypt files that were encrypted by a type of ransomware for which no decryption tool is publicly available, that company is probably just going to pay the ransom and charge you more than you would have paid if you had dealt with the criminals directly. Better is to search for companies who specialize in ransomware negotiation. If the identification process shows ransomware that is not decryptable, there is nothing else we can do. We do not recommend paying the ransom unless there is absolutely no other choice.
  12. Hello @koykasbls, Welcome to the Emsisoft Support Forums. Let's make sure of what we're dealing with. Please copy/paste all lines of the results of this test into a reply to this email if you need further help. Please visit the following website and upload both an encrypted file (between 256KB and 2MB in size would be best) and a ransom note simultaneously for proper identification, and send me the information it provides: https://www.emsisoft.com/ransomware-decryption-tools/ Please be sure to read the information link on the results page, as to whether we have a decrypter or not. Sometimes someone else's decrypter is listed, or other information is available that might be useful for recovery. While it is very rare that it helps, you might try using undelete software, or if your files are very important it may be worth talking to a company that specializes in ransomware negotiation and will communicate on your behalf with the criminals that created the ransomware. Exercise a bit of caution when looking for a company to help, though. Generally speaking, if a company claims to be able to decrypt files that were encrypted by a type of ransomware for which no decryption tool is publicly available, that company is probably just going to pay the ransom and charge you more than you would have paid if you had dealt with the criminals directly. Better is to search for companies who specialize in ransomware negotiation. If the identification process shows ransomware that is not decryptable, there is nothing else we can do. We do not recommend paying the ransom unless there is absolutely no other choice.
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