kwilke

Popping Issue

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Hello,

I have this recently happening on several client computers.

The Emsisoft screen suddenly will maximize itself from the system tray.  I have the users either minimize or click on the X to close it out.  Within 15-30 seconds the same thing will happen.  You can keep doing this over and over with no relief until you reboot the computer then it is fine.

This does not work especially when it is at a physician's clinic when they are trying to check patients in.

How can I fix this?

Thanks,
Kelly W.

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Could you let me know what version of Emsisoft Anti-Malware this is happening in? When you open Emsisoft Anti-Malware you can click on About in the gray box in the lower-right corner to see the version number.

If you want the version number to be displayed on the Overview screen when you open Emsisoft Anti-Malware, you can do the following:

  • Open Emsisoft Anti-Malware.
  • In the gray box that says License, hold your mouse over where it says Renew for free!.
  • A little X will appear to the right of where it says Renew for free!.
  • Click on the little X', and the version number will be shown instead.

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So far I have had this happen on seven different client computers at four different locations.

All the same version.

Had them all except for one reboot and that fixed it.

I had one shut down protection then count to 30 then start Emsisoft by double clicking on the icon and that fixed it for that PC.

Hope that this helps.

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What OS are they all running?  Are they using any screen automation / macro software (the sort of thing that sends pretend

mouse-clicks etc to the screen to automate a manual process) - software like AutoHotKey, or autoitscript, or mjtnet's macro

scheduler etc?  Incautiously written scripts might trigger something like this.  But then again, a reboot would be unlikely to

fix it.

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If the issue starts coming back after the restarts, then we may need some debug logs. Here's some instructions on getting those logs:

  • Open Emsisoft Anti-Malware from the icon on your desktop.
  • In the 4 little gray boxes at the bottom, move your mouse into the one that says Support, and click anywhere in that gray box.
  • At the bottom, turn on the option that says Enable advanced debug logging.
  • Either click on Overview in the menu at the top, or close the Emsisoft Anti-Malware window.
  • Reproduce the issue you are having.
  • Once you have reproduced the issue, open Emsisoft Anti-Malware again, and click on the gray box for Support again.
  • Click on the button that says Send an email.
  • Select the logs in the left that show today's dates.
  • Fill in the e-mail contact form with your name, your e-mail address, and a description of what the logs are for (if possible please leave a link to the topic on the forums that the logs are related to in your message).
  • If you have any screenshots or another file that you need to send with the logs, then you can click the Attach file button at the bottom (only one file can be attached at a time).
  • Click on Send now at the bottom once you are ready to send the logs.
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.

Please note that if you have a lot of debugs logs, then you should not send all of them. There is a size limit, and currently there is no error if the message is rejected due to the size being too large. Normally we only need one copy of the 4 or 5 different logs that have been saved after the time you reproduced the issue (the list shows what time each log was saved). Those logs have the following names:

  • Security Center
  • Protection Service
  • Real-Time Protection
  • Firewall
  • Logs database (contains the logs you can view in Emsisoft Anti-Malware by clicking on Logs at the top of the window).

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