BloodAdept

Maplestory won't run

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So I have this issue with Emsisoft Antimalware. As long as it's installed i can't get maplestory to start. Is there something i can do to get it working? If it requires me poking around the file folder maplestory is in that's kinda not going to work for me. Every single time i look at that folder my windows explorer crashes, and almost every other time it crashes the Dr. Watson (debugger) program. When that crashes I have to force shut down my computer. That happens with both my laptops so I don't know what the hell is going on there.

 

Windows XP Service pack 3 32 bit

Emsisoft Antimalware version 7.0.0.17

 

Seems to be incompatable with maplestory in general, current version is .127

There is no direct link to the set up file itself, the link to the download of the file that eventually gets you the set up file is http://maplestory.nexon.net/

 

Just click the button that says download, again there's no direct way of linking that since it's a javascript item (at least to my knowledge)

 

Here's a video that shows pretty much what happens to me, except i use your product.

 

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Please try right-clicking on the little Emsisoft Anti-Malware icon in the lower-right corner of the screen (to the left of the clock), go to Guard state, and select Disable Surf Protection. After that, try your Maplestory game again, and let me know if that makes any difference.

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If the guards are disabled, then they shouldn't be blocking the game.

Lets try this to troubleshoot:

  • Right-click on the little Emsisoft Anti-Malware icon in the lower-right corner of the screen (to the left of the clock), and select Shut down Guard.
  • Hold down the little 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 services.msc into the field, and click OK.
  • Find the Emsisoft Anti-Malware service in the list, and then right-click on it and select Stop.
That will completely turn off Emsisoft Anti-Malware, and it will no longer be able to effect anything on your computer.

Note that you can start the service the same way that you stopped it, and then you can click the Start button, go to All Programs, go to Emsisoft Anti-Malware, and select the Emsisoft Anti-Malware Guard to launch the Guard and resume full protection. You can also just restart your computer, and the service and Guard will automatically start on their own.

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If the guards are disabled, then they shouldn't be blocking the game.

Lets try this to troubleshoot:

  • Right-click on the little Emsisoft Anti-Malware icon in the lower-right corner of the screen (to the left of the clock), and select Shut down Guard.
  • Hold down the little 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 services.msc into the field, and click OK.
  • Find the Emsisoft Anti-Malware service in the list, and then right-click on it and select Stop.
That will completely turn off Emsisoft Anti-Malware, and it will no longer be able to effect anything on your computer.

Note that you can start the service the same way that you stopped it, and then you can click the Start button, go to All Programs, go to Emsisoft Anti-Malware, and select the Emsisoft Anti-Malware Guard to launch the Guard and resume full protection. You can also just restart your computer, and the service and Guard will automatically start on their own.

 

This honestly makes absolutely NO SENSE. I do that and maplestory still won't run

I try uninstalling emsisoft and see if it will run and once again Lo and behold it runs just fine. I don't understand how this is possible. I literally don't understand. I'm currently in the process of reinstalling emsisoft while maplestory is open and running on the laptop. I'll update the post once it's finished and i test it out

 

Edit: For whatever reason that actually worked, even after restarting the computer the game still launched after i had closed it once emsisoft finished installing again onto the computer. I'm afraid to even try installing online armor back onto the computer for fear i'll have to go through this process all over again.

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If it happens again, I'll give you instructions for getting debug logs from Online Armor. Our developers may be able to figure out what is going on after they take a look at some logs. ;)

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I can't even believe this. I come back to using the computer in question after the old one which i could run maplestory on with no issues whatsoever finally died, or at least will no longer charge. I get it to launch maplestory once, the lag was so intense that i finally had to force close it. After that i went to restart maplestory and BAM the problem is back. What the hell.

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If it wasn't for the fact there's an event for maplestory attendance going on i'd ordinarily just skip playing maplestory until the issue is resolved. Unfortunately with my other computer dead, this is the only one i have left that i can use. I'll be doing things on demand and unless it fixes things i'll have to uninstall emsisoft between efforts.

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May I ask what happens if you right-click on the Online Armor icon in the lower-right corner of the screen (to the left of the clock) and select to close and shut down Online Armor? If that does work, you can also try following the instructions in post #4 in this topic for shutting down Emsisoft Anti-Malware. Let me know if shutting down both helps.

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May I ask what happens if you right-click on the Online Armor icon in the lower-right corner of the screen (to the left of the clock) and select to close and shut down Online Armor? If that does work, you can also try following the instructions in post #4 in this topic for shutting down Emsisoft Anti-Malware. Let me know if shutting down both helps.

 

Oh i haven't even tried doing it with online armor installed again. I've only been doing it with emsisoft anti-malware installed. Even after turning off the file guard service i couldn't get maplestory to work.

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Oh i haven't even tried doing it with online armor installed again. I've only been doing it with emsisoft anti-malware installed. Even after turning off the file guard service i couldn't get maplestory to work.

With the Guard and Service shut down, there shouldn't be any way for Emsisoft Anti-Malware to cause issues. Lets get an OTL log, and see what it shows us. 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.

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With the Guard and Service shut down, there shouldn't be any way for Emsisoft Anti-Malware to cause issues. Lets get an OTL log, and see what it shows us. 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.

 

Should i reinstall OA and Emsisoft Anti malware before doing this?

 

Edit: Yea, this is why i said this makes absolutely no sense

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No, OTL just collects information about loadpoints, installed software, error messages, recently modified files, etc. I just want to see if there's something else that might explain this.

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So strange twist for the better. A few days ago i had a complete mental blank and in an attempt to get maplestory to run a little better i started removing things that i figured were unnecessary (completely forgetting to check to make sure they were in fact unnecessary). I ended up uninstalling a few of the C++ programs, and after thinking about it i rolled back to the day before i uninstalled 3 of the copies of it, to a point where a 4th was also uninstalled. This doesn't make any logical sense to me but after going back the game started working fine with Emsisoft antimalware (which was deleted between the restore points i rolled back to). This problem has existed long before i removed those versions of the C++ library, so why restoring some of them would make it work i don't know. 

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I saw some stuff in your OTL log that is related to an infection, so lets get a ComboFix log just to make sure that everything is OK.

Please download ComboFix from this link and follow the instructions below to run it. Note that some infections will block it from running if you save it as ComboFix so you may wish to rename it in order to prevent this. Make sure you remember what you changed the name to.

* IMPORTANT !!! Save ComboFix to your Desktop

  • Disable your AntiVirus, AntiSpyware, and Firewall applications, usually via a right click on the System Tray icon. They may otherwise interfere with our tools

    See HERE for help

  • Double click on the ComboFix icon on your desktop (it has a red and white icon that looks like a white cat's head in a red circle) and follow the prompts.
  • As part of it's process, ComboFix will check to see if the Microsoft Windows Recovery Console is installed. With malware infections being as they are today, it's strongly recommended to have this pre-installed on your machine before doing any malware removal. It will allow you to boot up into a special recovery/repair mode that will allow us to more easily help you should your computer have a problem after an attempted removal of malware.
  • Follow the prompts to allow ComboFix to download and install the Microsoft Windows Recovery Console, and when prompted, agree to the End-User License Agreement to install the Microsoft Windows Recovery Console.
  • **Please note: (This applies to Windows XP systems only) If the Microsoft Windows Recovery Console is already installed, ComboFix will continue it's malware removal procedures.

    RcAuto1.gif

    Once the Microsoft Windows Recovery Console is installed using ComboFix, you should see the following message:

    whatnext.png

    Click on Yes, to continue scanning for malware.

    When finished, ComboFix will produce a log.

    Note:

    1. Do not click in ComboFix's window while it's running. That may cause it to stall!

    2. Remember to re-enable your anti-virus and anti-spyware before reconnecting to the Internet.

    Attach logs for: (USE THE "MORE REPLY OPTIONS" BUTTON TO BE ABLE TO DO THIS)

    • ComboFix (C:\combofix.txt)
    Let me know of any problems you may have encountered with the above instructions and also let me know how things are running now!

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Here's the resulting log from that. While the lag still exists I think it may be a problem with my somewhat broken graphics driver. Whenever i try to reinstall i get an error from the driver installation.

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OK, the things I saw in your OTL log were from your HP printer, and were just named similarly to files from a known infection.

Lets go ahead and uninstall ComboFix.

  • Hold down the Windows key on your keyboard (it has the little Windows logo on it, next to the Ctrl key) and press R to open the Run dialog.
  • Type ComboFix /Uninstall in the field (make sure to leave a space just before the /) and then click OK
  • ComboFix should take care of the rest.

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I appreciate your help with this problem. I wasn't aware that my windows recovery console wasn't installed, but thanks to combofix that's been taken care of. I will continue to recommend Emsisoft products to anyone who asks what antivirus they should use.

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The Windows Recovery Console isn't installed by default in Windows XP, so that's normal. Unfortunately, it isn't as easy to use as the recovery environment in Windows Vista and Windows 7, so I think Microsoft assumed that the average person wouldn't want or need it.

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The Windows Recovery Console isn't installed by default in Windows XP, so that's normal. Unfortunately, it isn't as easy to use as the recovery environment in Windows Vista and Windows 7, so I think Microsoft assumed that the average person wouldn't want or need it.

 

It's better to have the tool, than to not have one when needed. People might laugh at you for carrying around a 'normally useless' tool, but at some point that 'useless' tool might be needed. Hell if the tool was created, obviously someone at some point needed it.

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... It's happening again

 

So here's what i've noticed happen both times when it returned. The game closed once, no error mentioned (really not that uncommon for this game). I reopen it, and once again it errors out without notification. Now the process stops running after i click play on the launch window. Don't know what the hell is going on, but this is the most irritating problem i've ever experienced. (thus far)

 

... and i can't unsintall emsisoft because file "unins000.msg" is missing.

 

Edit: I found that someone else has had the unins problem and have downloaded the program to fix the problem.

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From that log, it is safe to uninstall using Emsiclean, so go ahead and run it again and select everything in the list, then click the button to remove all of the selected items. Your computer will need to be restarted after doing this.

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So I've done a few things, i did try putting the internet security program on this laptop again. Antimalware alone will let maplestory run, internet security will not. If i turn off the internet security portion (by shutting down the guard) it will run. I honestly have no idea what's going on between them, but i love the antivirus program and don't intend to change. I now have a second computer, a desktop and it's doing the same thing (terminating the maplestory process) and that's only with the antivirus installed.

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We'll probably need a DebugView log to see what is going on. Before we can get that, 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_debug_output.zip contains two batch files. One of the will enable debug mode, and the other will disable it. Please download this file, extract the batch files from it, and run the batch file named eam_enable_debug_output (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:

  • Download DebugView from this link:
  • When downloading, make sure to save it on your Desktop instead of clicking 'Run' or 'Open'.
  • Right-click on the 'DebugView' file that you just saved on your Desktop, and select "Extract All".
  • Before running DebugView, you will need to add a process exclusion to Emsisoft Anti-Malware to prevent crashing issues. Here are the instructions:
    • Please go ahead and open Emsisoft Anti-Malware from the icon on the desktop.
    • click on Guard in the menu on the left.
    • Go to the File Guard tab.
    • Click on the Manage whitelist link on the left, just above 'Alerts'.
    • On the left, under where it says Type, click on where it says File and change it to Process.
    • 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.
    • Click on the button with the three dots.
    • 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.
    • Click OK at the bottom to save the settings, and then close Emsisoft Anti-Malware.
  • 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 with your game.
  • 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.
After that, you can run the eam_disable_debug_output batch file to disable debug mode. Note that your computer will need to be restarted after running the batch file.

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We'll probably need a DebugView log to see what is going on. Before we can get that, 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_debug_output.zip contains two batch files. One of the will enable debug mode, and the other will disable it. Please download this file, extract the batch files from it, and run the batch file named eam_enable_debug_output (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):

attachicon.gifeam_debug_output.zip

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

  • Download DebugView from this link:
  • When downloading, make sure to save it on your Desktop instead of clicking 'Run' or 'Open'.
  • Right-click on the 'DebugView' file that you just saved on your Desktop, and select "Extract All".
  • Before running DebugView, you will need to add a process exclusion to Emsisoft Anti-Malware to prevent crashing issues. Here are the instructions:
    • Please go ahead and open Emsisoft Anti-Malware from the icon on the desktop.
    • click on Guard in the menu on the left.
    • Go to the File Guard tab.
    • Click on the Manage whitelist link on the left, just above 'Alerts'.
    • On the left, under where it says Type, click on where it says File and change it to Process.
    • 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.
    • Click on the button with the three dots.
    • 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.
    • Click OK at the bottom to save the settings, and then close Emsisoft Anti-Malware.
  • 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 with your game.
  • 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.
After that, you can run the eam_disable_debug_output batch file to disable debug mode. Note that your computer will need to be restarted after running the batch file.

 

Is this for the online armor debug or the other computer not running maplestory with emsisoft installed?

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The one with just Emsisoft Anti-Malware. These instructions won't help with debugging an Online Armor issue. ;)

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One of our developers contacted me, and recommended adding the game and its launcher to the whitelist in Emsisoft Anti-Malware to see if that solves the issue. Here are instructions:

  • Open Emsisoft Anti-Malware from the icon on the desktop.
  • Click Guard in the menu on the left.
  • Go to the File Guard tab.
  • In the lower-left corner, just above Alerts, click on the Manage whitelist link.
  • In the box under Type click the little down arrow and change it from File to Process (you may need to click in the box for the arrow appear).
  • Click in the white box below Item to make a button with three dots (...) appear, and then click the ... button.
  • Navigate to the MapleStory directory (most likely C:\Nexon\MapleStory), and double-click on a file to add it.
  • Repeat the last 3 steps until each of the following files have been added to the list:
    • GameLauncher
    • MapleStory
  • Click the OK button at the bottom when done, and close Emsisoft Anti-Malware.

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