RichardBurt

Latest update prevents internet access

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I have had multiple customers over the last 24 hours contacting me saying that they cannot connect to the internet.

 

The only way around it is to completely disable all Emsisoft IS9 protection. Once the protection is disabled then their machines get a connection to the internet. Restarting the machine then blocks the connection again.

 

What information do you need for this? Logs?

 

Version: 4668

 

Update log attached from a customers machine.

logs.db3 (zipped) attached.

logs.zip

 

update_141203-092734.txt

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Hello,

 

the connection works only if you disable all Emsisoft protection layers or if you only disable the firewall part of Emsisoft Internet Security?

 

What happens if you only disable the firewall part in Emsisoft Internet Security?

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Hello,

 

the connection works only if you disable all Emsisoft protection layers or if you only disable the firewall part of Emsisoft Internet Security?

 

What happens if you only disable the firewall part in Emsisoft Internet Security?

It's the firewall part that's blocking the connections.

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Hello,

 

would i tbe possible to provide FRST logs from one of this machines?

 

If yes please run the Farbar Recovery Scan Tool (FRST):

Download FRST from: http://www.bleepingcomputer.com/download/farbar-recovery-scan-tool/

Double-click to run it. When the tool opens click Yes to disclaimer.
Press Scan button.
Farbar Recovery Scan Tool will produce the following logs:
FRST.txt
Addition.txt

Please send this 2 files FRST.txt and Addition.txt to [email protected] with a hint to this forum topic here.

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Hello,

 

the logs looks fine. Did you try a fresh reinstall of EIS on one of your customers machines to see if the internet connection works again?

 

All 4 customers with this issue using Windows Vista SP2?

 

Oddly enough yes, all Vista SP2

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Hello,

 

ok. Then we need debug logs from one or better two of your customer machines.

 

To create this logs please download the file debug_output.zip from http://download1.emsisoft.com/debug_output.zipand unpack the ZIP on the machine.

Now please run the script enable_debug_output.bat as Administrator and reboot the computer.

 

Now reproduce the connection issue. Is this done please run the script disable_debug_output.bat to disable the logging. Restart the computer again.

Now please add the folder C:\ProgramData\Emsisoft\Logs to a ZIP file and send me this file(s) to [email protected] with a hint to this topic here.

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