Emsisoft Internet Security user interface will not open

[cship]

Hello,

 

My EIS will not open.  The shortcut icon is still on the desktop, unaltered, but will not open.  The EIS icon usually shows at the bottom of my screen in the taskbar inside the "show hidden icons" and it is not there.  I had it confirmed that EIS appears to be opened and functioning; however, we were simply unable to open it for me to see the user interface, (if I am saying it correctly) consequently I cannot see it, change any settings, see if updates are working, etc.  I did reboot several times and the problem remained.

 

The only thing I did different after this problem was to pin the EIS icon directly to the taskbar, which I now see the icon; however, it still will not open.

 

As a side, my EIS was updated to the new 10 version very recently within the last week or so with no issues at the time.

 

Any help in the matter would be most appreciated.

 

Thank you

[¥akuza112]

As I understood the EIS Icon isnt showing up in the tray Bar?

Are you sure that the process is alive? Are all processes running (a2...) if you open the taskmgr

[stapp]

If you go into C\Program Files(x86) and open the Emsisoft folder.

 

Look for a2start.exe and double-click it. Does the user interface open then?

[cship]

Hello,

I am a little confused regarding whether or not EIS is actually running or not.  When I go to the task manager, under details, it shows EIS status "running".  However, I followed your instructions sheep expert and double clicked "a2start" and it did not open the interface.  It does show that it was modified on May 11 which is when it probably updated to the 10 version.

 

EIS testing team:  The icon disappeared from the "show hidden icons" on the tray bar originally.  In the interim though, I did successfully locate the shortcut icon on the tray bar; however, it does not open up... nothing happens when I click on any icons, or when I click on the "a2start" under the program files. 

[cship]

yakuza112

You asked, "Are you sure that the process is alive? Are all processes running (a2...) if you open the taskmgr"

 

Under taskmanager "process", no, it does not show EIS app opened under my windows 8.1.  But under the "details" tab in taskmanager it shows "status" as "running."  So I am confused what this means... perhaps it is not running at all.

 

thank you

 

 

Update....   Hours later after making my original post, I had to reboot because my computer suddenly stopped... I believe due to critical low battery.  It appears I missed the warning popup window as I have been away from the computer off and on.  When I rebooted, EIS appeared to be working normally with all icons up, running, and working when I click on them. 

 

I did note that my EIS log showed one EIS update this morning when I first booted up... even though my EIS icons did not seem to be working.  They are working fine now it appears and I am getting updates. 

 

I am concerned, however, as to why this happened?  Is this a sign of a virus trying to affect EIS and should I dig deeper?

 

Thank you all for your time.

[Da Phu]

yakuza112

You asked, "Are you sure that the process is alive? Are all processes running (a2...) if you open the taskmgr"

 

Under taskmanager "process", no, it does not show EIS app opened under my windows 8.1.  But under the "details" tab in taskmanager it shows "status" as "running."  So I am confused what this means... perhaps it is not running at all.

 

thank you

 

 

Update....   Hours later after making my original post, I had to reboot because my computer suddenly stopped... I believe due to critical low battery.  It appears I missed the warning popup window as I have been away from the computer off and on.  When I rebooted, EIS appeared to be working normally with all icons up, running, and working when I click on them. 

 

I did note that my EIS log showed one EIS update this morning when I first booted up... even though my EIS icons did not seem to be working.  They are working fine now it appears and I am getting updates. 

 

I am concerned, however, as to why this happened?  Is this a sign of a virus trying to affect EIS and should I dig deeper?

 

Thank you all for your time.

Since you got your EIS working normal, why don't you run a malware scan or a full(custom) scan? If you believe your PC is infected or maybe infected and need some check, you can head to Help, My PC Is Infected subsection. 

[cship]

Jerky McDilerino,

Thank you for the suggestion.  I think I will do more investigation into this as it was odd even though my EIS seems to be working fine without a hitch now.

 

Again, thank you everyone!

[Fabian Wosar]

If it happens again, cship, please do not hesitate to contact us.

[cship]

Hello,

After my original posting here and after posting and submitting the requisite attachments, i.e., EEK log, FRST and Addition logs under the "Help my PC is infected" subforum, it was suggested I come back to this forum for further assistance.

 

Emsisoft Employee Kevin Zoll stated the following...

"cship,

Your system does not appear to be infected. There is a PUP on the system that should be cleaned up.

There could be an issue with the EIS firewall network driver. There are a couple of issues that our developers are aware of and are working on resolving.

If you start a support thread in the EIS support forum one of are support techs will take a look at teh problem."

 

I am here for further assistance if that is okay.  Can you see the conversation under the other subforum or do I have to repeat and resubmit the attachments I submitted before?

 

Thank you for your time

 

 

**link to post in Malware removal area

 

http://support.emsisoft.com/topic/17431-computer-acting-funny-and-had-problems-with-eis-which-did-resolve/

[GT500]

It's possible that the network filter driver in EIS is responsible for the issue, as Kevin stated. Please try the following and let me know if it helps:

• Hold down the Windows key on the keyboard (the one with the Windows logo on it, usually between the Ctrl and Alt keys) and tap R to open the Run dialog.
• Type in control netconnections and click OK.
• Right-click on the network adapter, and select Properties.
• Look for the Emsisoft Network Filter in the list.
• If you find it, click on it to select it, and click on the Uninstall button.
• Wait for a minute or two for it to uninstall, then try a web browser and see if it works.

If you do not find the Emsisoft Network Filter in the list, please try the following:

• Click on the Install button in the connection properties for the network adapter.
• Click on Service to select it, and click Add.
• Select the Emsisoft Network Filter from the list, and click OK.
• Wait for a minute for it to install, and once the dialog for Select a Network Feature Type disappears please try a web browser and see if it works.

Please note that repeatedly uninstalling and installing the Emsisoft Network Filter can cause your computer to lose network connectivity when the Emsisoft Network Filter is installed. I recommend restarting the computer after uninstalling the Emsisoft Network Filter if you intend on reinstalling it.

[cship]

Hello Arthur,

 

Thank you for your prompt reply.  I did what you suggested successfully; I was able to find, uninstall and then reinstall Emsisoft Network Filter.  I was able to connect to the internet at both times with no problems.  Finally, EIS seems to be working fine at this time. 

 

I have two questions if I may:

 

1.  What is the function of the Emsisoft Network Filter and is having it on or off an option for better performance in the future just as long as I do not keep uninstalling and reinstalling as you indicated?

 

2.  It was mentioned by Kevin I may have an unwanted PUP... how do I locate it and get rid of it?

 

Thank you very much!

[GT500]

1.  What is the function of the Emsisoft Network Filter and is having it on or off an option for better performance in the future just as long as I do not keep uninstalling and reinstalling as you indicated?

The Emsisoft Network Filter is a driver that allows Emsisoft Internet Security to filter network traffic. Basically, it's the reason the firewall works. Without it, the firewall doesn't do anything.

Operating without it is only recommended when you are having problems with it, and you can turn the Windows Firewall back on when the Emsisoft Network Filter is uninstalled just to ensure that you are not completely without a firewall.

2.  It was mentioned by Kevin I may have an unwanted PUP... how do I locate it and get rid of it?

If Emsisoft Internet Security isn't detecting a PUP, then we can try AdwCleaner and Junkware Removal Tool and see if they get rid of it. Here's what to do:

Please download AdwCleaner and save it on your desktop.

• Close all open programs and internet browsers (you may want to print our or write down these instructions first).
• Double click on adwcleaner.exe to run the tool.
• Click on "Scan".
• When the scan is done, click on the 'Clean' button to remove what was found.
• After the cleaning process is done, you will be prompted to restart your computer. A text file will open n Notepad after the restart (this is the log of what was removed), which you can save on your desktop.
• Please attach that log file to a reply by clicking the More Reply Options button to the lower-right of where you type in your reply.
• If you lose that log file for any reason, you can find it at C:\AdwCleaner[s1] on your computer.

Please download Junkware Removal Tool and save it on your desktop.

• Shut down your anti-virus, anti-spyware, and firewall software now to avoid potential conflicts.
• Run the tool by double-clicking it. If you are using Windows Vista or Windows 7, right-click it and select Run as administrator.
• The tool will open and start scanning your system.
• Please be patient as this can take a while to complete depending on your system's specifications.
• On completion, a log is saved to your desktop and will automatically open.
• Please attach the JRT log file to a reply by clicking the More Reply Options button to the lower-right of where you type in your reply.

[cship]

Hello Arthur,

 

Thank you for your patience.  I have done what you suggested and attached are the files from my scans, although there was only AdwCleaner [s0].txt, AdwCleaner [R0], and a quarantine folder all within one folder of AdwCleaner.

 

Thank you!

JRT.txt

AdwCleanerS0.txt

[cship]

Hello,

 

Update at 5:19 pm, 5/28/2015...

 

EIS did its scheduled scan and found and quarantined two items.  Attached is a scan log for what it found.  I wonder if this is coincidental to the AdwCleaner and the other scan you advised me to do today?  I have so far never had a positive scan with EIS.  What should I do with this new information?

 

Thank you for your time.

scan_150528-170014 - 5 28 2015 scan.txt

[GT500]

Those were just system settings. AdwCleaner's log doesn't show that it changes those settings, but it is safe to delete them, as they aren't supposed to exist by default and are only used to disable the Task Manager and the Registry Editor.

[cship]

Thank you very much for all your help!  My computer seems to be running much smoother now and I am very pleased.  Emsisoft and their employees are simply the best! 

 

Thank you again.

[GT500]

You're quite welcome.

[cship]

Hello,

Unfortunately I am suffering once again with the exact same problem as before.  EIS will not open when clicked whether from the desktop shortcut icon or from the a2start under the program files.  It will not update, it does nothing.  It is as though I do not have EIS installed and I cannot access the EIS user interface. 

 

I went ahead and followed the previous instructions of uninstalling the EIS network filter driver and I was able to get online afterwards.  After rebooting and reinstalling the EIS network filter driver, I could not get on the internet at all. 

 

I again uninstalled the EIS network filter driver, rebooted, and I was able to get online although I got the following message:

 

Emisoft Protection:

A major problem has prevented the application from starting.  EIS cannot connect to the service application.  Please reboot your computer and try again or contact support if the problem persists.

 

I did successfully run the Emsisoft Emergency Kit (EEK) and it was negative.  I also turned off the EIS firewall and turned on the windows firewall after all this for temporary protection. 

 

I am at a loss as to what to do.  Any assistance would be most appreciated. 

 

(By the way, I still have AdwCleaner installed from my previous session in May.  Just in case, can I use that if need be while troubleshooting or do I need to reinstall it?)

 

Thank you for your time.

[Da Phu]

Hello,

Unfortunately I am suffering once again with the exact same problem as before.  EIS will not open when clicked whether from the desktop shortcut icon or from the a2start under the program files.  It will not update, it does nothing.  It is as though I do not have EIS installed and I cannot access the EIS user interface. 

 

I went ahead and followed the previous instructions of uninstalling the EIS network filter driver and I was able to get online afterwards.  After rebooting and reinstalling the EIS network filter driver, I could not get on the internet at all. 

 

I again uninstalled the EIS network filter driver, rebooted, and I was able to get online although I got the following message:

 

Emisoft Protection:

A major problem has prevented the application from starting.  EIS cannot connect to the service application.  Please reboot your computer and try again or contact support if the problem persists.

 

I did successfully run the Emsisoft Emergency Kit (EEK) and it was negative.  I also turned off the EIS firewall and turned on the windows firewall after all this for temporary protection. 

 

I am at a loss as to what to do.  Any assistance would be most appreciated. 

 

(By the way, I still have AdwCleaner installed from my previous session in May.  Just in case, can I use that if need be while troubleshooting or do I need to reinstall it?)

 

Thank you for your time.

Have you try to uninstall Emsisoft Internet Security? I mean uninstall the entire thing not just the network driver. 

[GT500]

Emisoft Protection:

A major problem has prevented the application from starting.  EIS cannot connect to the service application.  Please reboot your computer and try again or contact support if the problem persists.

Lets try the following:

• Hold down the Windows key on your keyboard (the one with the Windows logo on it, usually between the Ctrl and Alt keys) and press R to open the Run dialog.
• Type services.msc into the field, and click OK.
• Look for the Emsisoft Protection Service in the list.
• When you find it, right-click on it, and select Properties.
• Make sure that the Startup type is set to Automatic.
• Click OK at the bottom to save the changes.
• Right-clicking on the Emsisoft Protection Service again, and select Start.
• Try launching Emsisoft Internet Security from the icon on your desktop, and let me know if it works now.

[cship]

Hello Arthur,

 

I did as you recommended and it did not work.  The "Startup Type" was already set to "automatic".  The only variable to your instructions was in step #7 where the "start" option was grayed-out, so I selected the "restart" option.  Simultaneously, (I was unaware until now), windows update had a number of updates that had failed yesterday.  I successfully installed all but two and need to address those as I am getting an error message.

 

I attached several error windows I got while trying to do those steps you recommended.

 

When I do click on the EIS desktop icon, an Emsisoft Protection window pops up in the lower right hand taskbar area stating:

"Emsisoft Protection is waiting for a component (service) to start..." After a bit of time, I get the same error window that popped up previously (which I have quoted in red above in my question I submitted yesterday)... "A major problem has prevented the application from starting..."

 

Should I just uninstall and attempt to reinstall EIS as Jerky M. suggested?  Is it a simple uninstall and reinstall?

 

Thank you for your time.

[cship]

I wanted to thank you Jerky McDilerino. for your suggestion!

[Da Phu]

Well, since you got no virus run on your PC then we can roll that out, second it does not make sense that GUI refuse to open but do you have the latest version? Do you run any other AV before switch to Emsisoft? If not then this could be windows issue, since i don't know much how to fix windows issue, you can head to Malwarebytes forum and ask for some help because over there they do have couple of people run Emsisoft product on their machine or know Emsisoft. However, if you are planning to uninstall Emsisoft completely then you have to follow this steps i list below. The reason for this is uninstall through control panel will left tons of stuff behind such as drivers,registry keys, and other files that can bring more issues later on.

 - PS: If you already have Emsisoft employee that are helping you then is futile to head to Malwarebytes forum. - 

To fully uninstall Emsisoft AntiMalware or Emsisoft Internet Security you have to follow this instruction

Step 1 - Log on to your PC

Step 2 - Go to Control Panel

Step 3 - Head to Uninstall a program

Step 4 - Uninstall Emsisoft using the built in

Step 5 - If it ask for a reboot, please let it do so

Step 6 - Download the Emsisoft Cleaner, this will clean all traces that are left behind after Windows uninstall, Link from Emsisoft  https://dl.emsisoft.com/Emsiclean.zip

Step 7 - Save the uninstall to your desktop or anywhere you can find it and run it

Step 8 -  Run the EmsisClean, if it pop up for the agreement please click " I accept and agree"

Step 9 - let it finish scan

Step 10- After the scan is finish, it shows you the traces left behind

Step 11 - Select all traces and then perform remove them.

Step 12 - It will ask for reboot if not do it manual to make sure it gone

Step 13 - You are free to redownload Emsisoft product without any issues arrive in the future.

Edited July 10, 2018 by GT500
Updated link for Emsiclean. There are now two versions (32-bit and 64-bit) bundled in a ZIP archive. Run EmsiClean64, and if you see an error message then run EmsiClean32.

[Sintharius]

Hi there,

Please do not use Emsiclean on your own unless one of the support staff instructs you to - see here.

[ShadowPuterDude]

cship,

Let's take a look at the system with FRST.

For x32 (x86) bit systems download Farbar Recovery Scan Tool and save it to your desktop.

For x64 bit systems download Farbar Recovery Scan Tool x64 and save it to your desktop.

Note: You need to run the version compatible with your system. If you are not sure which version applies to your system download both of them and try to run them. Only one of them will run on your system, that will be the right version.

• Double-click to run it. When the tool opens click Yes to disclaimer.
• Press Scan button.
• It will make a log (FRST.txt) in the same directory the tool is run. Please attach it to your reply.
• The first time the tool is run, it makes also another log (Addition.txt). Please attach it to your reply.

[cship]

Hello,

 

I did uninstall, use the Emsiclean, and reinstalled EIS prior to seeing your advice alexstraza and your instructions Kevin Zoll.  I followed your instructions Jerky McDilerino and did a complete uninstall and reinstall of EIS.  I say with trepidation that it appears to have been successful so far even though I never figured out what happened to cause all the problems to begin with.

 

Everything seems to be working just fine now; however, I am worried seeing your advice alexstraza and hope I did not harm my computer. 

 

If there is something else I should know I would appreciate that information. 

 

In the meantime, I so greatly appreciate everyone's time and efforts!  Thank you!

[Da Phu]

Hello,

 

I did uninstall, use the Emsiclean, and reinstalled EIS prior to seeing your advice alexstraza and your instructions Kevin Zoll.  I followed your instructions Jerky McDilerino and did a complete uninstall and reinstall of EIS.  I say with trepidation that it appears to have been successful so far even though I never figured out what happened to cause all the problems to begin with.

 

Everything seems to be working just fine now; however, I am worried seeing your advice alexstraza and hope I did not harm my computer. 

 

If there is something else I should know I would appreciate that information. 

 

In the meantime, I so greatly appreciate everyone's time and efforts!  Thank you!

Glad it working! Also, don't forget to give me a like  . Even though i didn't help you a lot compare to Emsisoft employee, but i did my best to solve your issue atleast. @Alexstrasza and @cship the emsiclean will not cause any harmful at all. I been using it since last time when i face a major issue on EAM. The emsiclean just like other antivirus uninstall tool such as Norton uninstall,Bitdefender,or Avast uninstall tool that you have to use if you are planning to get rid all of the its traces especially really helpful to track down what cause the AV to act strange. The only downside of using Emsiclean is setting and data loss which is not major deal. As long your AV working fine then you don't have to worry about those. 

[GT500]

... however, I am worried seeing your advice alexstraza and hope I did not harm my computer.

I doubt any harm was done. We just like to see the Emsiclean log to ensure that there won't be any complications caused by running it, however in most cases there is no reason to worry. Bad things can happen if Online Armor is installed and Emsiclean is used to remove it without first uninstalling it normally (you'll lose Internet connectivity if this happens), or if you installed one of our products into a folder with other stuff and Emsiclean removes that folder then that could result in losing other programs or data.

It's difficult to change the installation directory for Emsisoft Internet Security, so I doubt there was anything to worry about.

[cship]

Hello,

 

Everything seems to be working fine still and I better understand the issue of the Emsiclean.  Thank you everyone, once again, for all your time and explaining things to me.  It is very much appreciated!

[GT500]

You're welcome.