faircot Posted November 22, 2016 Report Share Posted November 22, 2016 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? Link to comment Share on other sites More sharing options...
GT500 Posted November 23, 2016 Report Share Posted November 23, 2016 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.exeFor 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. Link to comment Share on other sites More sharing options...
faircot Posted November 23, 2016 Author Report Share Posted November 23, 2016 GT500, Here are the logs. Addition.txt FRST.txt Link to comment Share on other sites More sharing options...
GT500 Posted November 23, 2016 Report Share Posted November 23, 2016 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. Link to comment Share on other sites More sharing options...
faircot Posted November 23, 2016 Author Report Share Posted November 23, 2016 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. Link to comment Share on other sites More sharing options...
GT500 Posted November 24, 2016 Report Share Posted November 24, 2016 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. Link to comment Share on other sites More sharing options...
faircot Posted November 24, 2016 Author Report Share Posted November 24, 2016 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. Link to comment Share on other sites More sharing options...
GT500 Posted November 25, 2016 Report Share Posted November 25, 2016 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. Link to comment Share on other sites More sharing options...
faircot Posted November 28, 2016 Author Report Share Posted November 28, 2016 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. Link to comment Share on other sites More sharing options...
stapp Posted November 28, 2016 Report Share Posted November 28, 2016 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 Link to comment Share on other sites More sharing options...
faircot Posted November 28, 2016 Author Report Share Posted November 28, 2016 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 Link to comment Share on other sites More sharing options...
GT500 Posted November 29, 2016 Report Share Posted November 29, 2016 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. Link to comment Share on other sites More sharing options...
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