Matto

license box popping up?

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About 5 or 6 times now since I've activated my license the other day EIS will display a popup asking me to select my license.

 

Is this normal behavior?

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No, this is not normal behavior.

Do you know if there's a way for you to get it to happen when you want it to? Such as when you restart your computer? If so, we can get debug logs, and hopefully get it fixed.

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No, this is not normal behavior.

Do you know if there's a way for you to get it to happen when you want it to? Such as when you restart your computer? If so, we can get debug logs, and hopefully get it fixed.

 

No idea what's triggering it. It happened again today within a few minutes of waking my pc from sleep.

 

How would I go about getting this debug log?

 

Edit: A thought. A few months ago I used the 30 day trial of EIS to see if it was something I wanted to commit money to. I used it until it ran out, could it have something to do with that?

 

Edit 2: Just had another license change pop up box. I wasn't doing anything out of the ordinary, just browsing the internet. Though this one, again, occurred within 5-10 minutes of returning to the pc which had been unused for some time.

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Does this seem to happen more frequently after the computer has been in sleep mode?

I'll paste instructions for getting debug logs below. Please note that they aren't as specific as they could be, since we don't yet know how to reproduce the issue at will.

  • Open Emsisoft Internet Security 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 Internet Security window.
  • Reproduce the issue you are having.
  • Once you have reproduced the issue, open Emsisoft Internet Security 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 Internet Security by clicking on Logs at the top of the window).

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Well, turned the advanced debugging on last night but as luck would have it the pop up hasn't returned since the last one yesterday. 

 

As per the warnings about running this advanced debugging for prolonged periods of time how long should I keep it on for?

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It depends on how fast the logs are eating up hard drive space, and that can vary based on what you do on your computer and how much you use it. In general I would say you probably don't want to leave it on for 2 or 3 days without deleting the old logs periodically.

That being said, our developers may have an easier time finding the issue if the logs aren't very big. If they have to be big, then that's understandable, however keep in mind that there is a size limit when you send them to us so they may not come through if they are too large. Since the logs are compressed before sending, it can be difficult to tell in advance how large they will be when sent.

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I'm continuing to get the license change pop up box. Only this time it tells me something like "mapping limit reached, please try again in 24 hours". And after I close out of that box it's then shutting the software down completely.

 

I've attached a screenshot showing the box along with the new message. I sent the requested logs in the other day.

post-44052-0-69843600-1474746694_thumb.jpg
Download Image

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Assuming I found the correct license key for you, it appears to be getting remapped a lot. Normally that would only happen when you activate the license on another computer, however in this case the machine name and IP address are all the same.

Do you connect any sort of removable media to the computer (such as hard drives)? Hot-swappable SATA hard drives could cause this, if they are swapped 3 or more times per day.

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Did you receive my e-mail on September 23rd about not receiving all of your debug logs?

 

I did and I also sent the logs requested, or so I thought. Should I do so again?

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We didn't receive them, which more than likely means that they exceeded the file size limit. It's possible to send them another way, and here's how you can do that:

  • Hold down the Windows key on your keyboard (the one with the Windows logo on it, usually between the Ctrl and Alt keys) and tap R to open the Run dialog.
  • Enter %AllUsersProfile%\Emsisoft\Logs into the field, and click OK.
  • All of the debug logs we need will be in this folder (the log for a2service that was saved after the issue happened is the most important, however it is best to include the logs from a2guard, a2start, and the firewall that were saved around the same time).
  • If you know how then I recommend sorting by date to find the right ones.
  • Select the logs you want to send, then right-click on one of them, go to Send to, and select Compressed (zipped) folder to ZIP the logs.
  • A new file should be created with a different icon, and I recommend moving that file to your Desktop to make it easier to find.
  • Send me a Private Message, and attach the file that you had moved to your desktop to the message.

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It's now telling me that my license key is expired.

When you try to activate your license key? If not, then it may have reverted to the free trial, which would have expired eventually.

BTW: I've received your logs, and am forwarding them to our QA Manager.

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When you try to activate your license key? If not, then it may have reverted to the free trial, which would have expired eventually.

BTW: I've received your logs, and am forwarding them to our QA Manager.

No. This happened after I got a license change pop up and subsequently the key mapping pop up. After closing out of those it told me my key had expired.

 

However, 24 hours later I put in my key and it is working again, for the moment.

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OK, lets try a fresh install, and see if a new settings file resolves the issue. Please try uninstalling Emsisoft Internet Security, then restart your computer, and then download Emsiclean from this link (save it on your desktop) and follow the instructions below.

  • When running Emsiclean, you will first be presented with a disclaimer. You will need to accept this disclaimer to continue.
  • Emsiclean will scan your computer for leftovers after the uninstall, and give you the option to remove what it finds. Please do not allow it to remove anything at this time.
  • In the lower-right corner will be a button that says Close Emsisoft Clean. Click on that button to close the program without making any changes to your computer.
  • Emsiclean will save a log on your desktop as it closes (it may take a moment for the log file to appear). Using the More Reply Options button to the lower-right of where you type in your reply to access the attachment controls, please attach the log you saved on your desktop to a reply.

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OK, go ahead and run Emsiclean again and remove everything it finds, then allow it to restart your computer. After that, make sure that the Emsisoft Internet Security folder has been deleted:

C:\Program Files\Emsisoft Internet Security

After that you can download and reinstall Emsisoft Internet Security from one of the following links:

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OK, go ahead and run Emsiclean again and remove everything it finds, then allow it to restart your computer. After that, make sure that the Emsisoft Internet Security folder has been deleted:

C:\Program Files\Emsisoft Internet Security
After that you can download and reinstall Emsisoft Internet Security from one of the following links:

 

 

Okay. That's done. I will report back if I continue having issues.

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Still getting the license change pop up.

 

When I look in the event viewer I see this series of events for when the pop up happens:

 

The Software Protection service is starting.
Parameters:caller=wmiprvse.exe
Initialization status for service objects.
C:\WINDOWS\system32\sppwinob.dll, msft:spp/windowsfunctionality/agent/7.0, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:rm/algorithm/inherited/1.0, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:rm/algorithm/phone/1.0, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:rm/algorithm/pkey/detect, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:spp/ActionScheduler/1.0, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:spp/TaskScheduler/1.0, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:spp/statecollector/pkey, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:spp/volume/services/kms/1.0, 0x00000000, 0x00000000
C:\WINDOWS\system32\sppobjs.dll, msft:spp/volume/services/kms/activationinfo/1.0, 0x00000000, 0x00000000
The Software Protection service has completed licensing status check.
Application Id=55c92734-d682-4d71-983e-d6ec3f16059f
Licensing Status=
1: 040fa323-92b1-4baf-97a2-5b67feaefddb, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
2: 0724cb7d-3437-4cb7-93cb-830375d0079d, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
3: 0cdc4d08-6df6-4eb4-b5b4-a373c3e351e7, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
4: 221a02da-e2a1-4b75-864c-0a4410a33fdf, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
5: 2c293c26-a45a-4a2a-a350-c69a67097529, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
6: 2de67392-b7a7-462a-b1ca-108dd189f588, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
7: 2ffd8952-423e-4903-b993-72a1aa44cf82, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
8: 30a42c86-b7a0-4a34-8c90-ff177cb2acb7, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
9: 345a5db0-d94f-4e3b-a0c0-7c42f7bc3ebf, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
10: 377333b1-8b5d-48d6-9679-1225c872d37c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
11: 3df374ef-d444-4494-a5a1-4b0d9fd0e203, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
12: 3f1afc82-f8ac-4f6c-8005-1d233e606eee, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
13: 49cd895b-53b2-4dc4-a5f7-b18aa019ad37, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
14: 4de7cb65-cdf1-4de9-8ae8-e3cce27b9f2c, 1, 1 [(0 )(1 )(2 [0x00000000, 1, 0], [(?)( 1 0x00000000)(?)(?)(?)(?)( 10 0x00000000 msft:rm/algorithm/flags/1.0)(?)])(3 )]
15: 4f3da0d2-271d-4508-ae81-626b60809a38, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
16: 613d217f-7f13-4268-9907-1662339531cd, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
17: 62f0c100-9c53-4e02-b886-a3528ddfe7f6, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
18: 73111121-5638-40f6-bc11-f1d7b0d64300, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
19: 7a802526-4c94-4bd1-ba14-835a1aca2120, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
20: 7cb546c0-c7d5-44d8-9a5c-69ecdd782b69, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
21: 8b351c9c-f398-4515-9900-09df49427262, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
22: b0773a15-df3a-4312-9ad2-83d69648e356, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
23: bbc56067-37f8-49dd-87b2-a418a9ba130a, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
24: bd3762d7-270d-4760-8fb3-d829ca45278a, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
25: c082c31b-2c4f-4e07-94d7-9181fa802c4b, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
26: c86d5194-4840-4dae-9c1c-0301003a5ab0, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
27: d552befb-48cc-4327-8f39-47d2d94f987c, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
28: d6eadb3b-5ca8-4a6b-986e-35b550756111, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
29: e7a950a2-e548-4f10-bf16-02ec848e0643, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
30: ef51e000-2659-4f25-8345-3de70a9cf4c4, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]
31: fe74f55b-0338-41d6-b267-4a201abe7285, 1, 0 [(0 [0xC004F014, 0, 0], [(?)(?)(?)(?)(?)(?)(?)(?)])(1 )(2 )(3 )]

 

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Those entries don't have anything to do with Emsisoft Internet Security. Our process name would be a2service.exe, whereas wmiprvse.exe is "WMI Provider Host" (a rather important Microsoft service).

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