Corrupt/missing user profile

[faircot 0]

Since upgrading to EAM12 I'm getting regular (and repeatable) warnings about a corrupt or missing user profile in Win7 64. Symptoms of this corruption include missing desktop icons, program data missing and a general instability of the system. I sometimes have to reboot 2 or 3 times to get the system working OK. Booting into safe mode with networking is not an issue. Uninstalling EAM restores the PC to normality. No other security software is installed or running.

 

Is this known issue with EAM12 or just an oddity here?

[GT500 812]

Lets get a log from FRST, and see if it shows the cause of the issue. Please download Farbar Recovery Scan Tool (FRST) from one of the following links, and save it to your Desktop (please note that some web browsers will automatically save all downloads in your Downloads folder, so in those cases please move the download to your desktop):

For 32-bit (x86) editions of Windows:

• http://download.bleepingcomputer.com/farbar/FRST.exe

For 64-bit (x64) editions of Windows:

• http://download.bleepingcomputer.com/farbar/FRST64.exe

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

• Run the FRST download that works on your computer (for Windows Vista, Windows 7, and Windows 8 please right-click on the file and select Run as administrator).
• When the tool opens click Yes for the disclaimer in order to continue using FRST.
• Press the Scan button.
• When the scan is done, it will save a log as a Text Document named FRST in the same place the tool was run from (if you had saved FRST on your desktop, then the FRST log will be saved there).
• Please attach the FRST log file to a reply using the More Reply Options button to the lower-right of where you type in your reply to access the attachment controls.
• The first time the FRST tool is run it saves another log (a Text Document named Addition - also located in the same place as the FRST tool was run from). Please also attach that log file along with the FRST log file to your reply.

[faircot 0]

GT500, Here are the logs.

Addition.txt

FRST.txt

[GT500 812]

It looks like you have Kaspersky Internet Security installed. Are you able to add exclusions for other software to it? If so, then please exclude the following folder:

C:\Program Files\Emsisoft Anti-Malware

After that, restart your computer, and then try reinstalling Emsisoft Anti-Malware and let me know if that helps.

[faircot 0]

The issue isn't Kaspersky. I only installed it after EAM12 started misbehaving - and I've never run both of them together. EAM only started to cause problems (after three years on this PC) when it updated to v12. I've tried completely uninstalling it using your removal tool but every time I reinstall it throws up the corrupt/missing profile scenario.

[GT500 812]

There also appears to be a lot of other security software on the computer. Shadow Defender, Sandboxie, VoodooShield, Malwarebytes Anti-Malware (not running), HitmanPro.Alert, and Adguard. There also appear to be 4 drivers from a Symantec product on the computer, although the log only shows 2 of them running.

Would it be possible to uninstall all of the above software and KIS, then reinstall EAM, and let me know if you encounter the same problem? It's difficult to know if we're seeing a compatibility issue with another security software, or if we are seeing something else.

[faircot 0]

Hi Arthur

 

Of all of the software shown in the FRST scan only HMP-A and Ad guard were running. Some of the other entries were left-over traces, eg the Symantec reference was to a Bluetooth driver that no longer existed. Nevertheless, I've uninstalled every prog except AdGuard, cleaned out the registry, rebooted and installed EAM. Rebooted again and voila!, no errors or corruption of desktop and EAM, so your guess is as good as mine which of the uninstalled but non-running progs was the culprit here.

 

Many thanks for your assistance.

[GT500 812]

I'm glad to hear that the problem is resolved. If you need anything else, then please be sure to let us know.

BTW: I saw the e-mail you sent as well. I'll go ahead and close the ticket that was created when your e-mail was received, since this is resolved.

[faircot 0]

I'm sorry to say that this issue isn't resolved. Every time I start the PC it boots into a temporary profile and I have to reboot maybe two or three times before it boots properly.

 

However, if I untick the EAM option to "enable real-time protection at startup" the PC boots normally. I'm running NO other security software at present and, apart from this issue, have no problems.

 

EAM is uninstalled at the moment and all is OK on the machine.

[stapp 150]

I'm sorry to say that this issue isn't resolved. Every time I start the PC it boots into a temporary profile and I have to reboot maybe two or three times before it boots properly.

 

However, if I untick the EAM option to "enable real-time protection at startup" the PC boots normally. I'm running NO other security software at present and, apart from this issue, have no problems.

 

EAM is uninstalled at the moment and all is OK on the machine.

 

Same thing has happened to me. I resolved it by uninstalling EAM this morning.

 

By the way, if you log off from the temp profile it then lets you load into your own user profile.

 

I'm sure the devs will sort this out

[faircot 0]

Same thing has happened to me. I resolved it by uninstalling EAM this morning.

 

By the way, if you log off from the temp profile it then lets you load into your own user profile.

 

I'm sure the devs will sort this out

Thanks stapp. That saves me from spending more time looking for insects in the dark corners of my machine 

[GT500 812]

Same thing has happened to me. I resolved it by uninstalling EAM this morning.

I assume that's related to the debug logs you were sending Orlando? If so, then our QA team should already be looking in to this issue.