Trooper

Can't Quarantine or Delete

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Let's try getting a diagnostic log. Please download the Emsisoft Diagnostic Tool from the following link, and open/run it:
http://cdn.emsisoft.com/EmsiDiagTool.exe

When it runs, Windows will ask you if want to allow it to make changes to your computer. Please be sure to click 'Yes', as this grants the tool the administrative rights it needs to be able to collect some of the diagnostic information. The tool will not make any permanent changes to your computer.

After the Emsisoft Diagnostic Tool runs, simply click "Next" at the bottom, and it will begin collecting diagnostic information and saving it to a log file on your Desktop.

Note that the tool can take a few minutes to finish, and it will appear to freeze for about a minute or two while running traceroutes to our update servers.

When the Emsisoft Diagnostic Tool is finished, simply click 'Close' at the bottom, and there will be a file named "EmsisoftDiagLog". When you reply to my message, simply attach the "EmsisoftDiagLog" file to your reply.

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I don't see anything in the diagnostic log that would explain why this is happening. Lets get some cleaning engine debug logs. Please download the ZIP archive at the following link:
http://cdn.emsisoft.com/Emsisoft_Debug_Tool.zip

This ZIP archive contains a batch file named Emsisoft_Debug_Tool. Simple double-click on the "Emsisoft_Debug_Tool" file, and answer Yes when asked if you want to allow the Windows Command Processor to make changes to your computer. After answering 'Yes' a blue window with a menu will appear. Click in the blue window, type the number 5, and then press Enter on your keyboard to enable the Cleaning Engine debug logs. A message should be displayed saying you need to restart your computer. Simply press Enter twice to close the batch file, and then restart your computer (if using Windows 8.1 or Windows 10 please restart your computer by right-clicking on the Start button, going to Shut down or sign out, and selecting Restart).

After restarting your computer, go ahead and try your scan again. After Emsisoft Anti-Malware fails to delete the detected items, close the scanner, and then check the Emsisoft Anti-Malware folder (usually C:\Program Files\Emsisoft Anti-Malware) and there should be a file named clean.log (the files should be listed in alphabetical order). Please ZIP this file (if you do not have a program such as WinZip, 7-Zip, or WinRar then please right-click on the file, go to Send To, and select Compressed (zipped) folder) and make sure to save the ZIP archive on your desktop to make it easy to find. After that, please attach the ZIP archive with the clean.log file in it to a reply.

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Thanks. I have passed your logs on to our developers.

For now, lets see if we can remove these registry keys with FRST. 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:

For 64-bit (x64) editions of Windows:

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.

  1. 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).
  2. When the tool opens click Yes for the disclaimer in order to continue using FRST.
  3. Press the Scan button.
  4. 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).
  5. Please attach the FRST log file to a reply for me to review.
  6. 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.

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Our developers have also requested scan engine debug logs. The process is almost identical to getting cleaning engine debug logs. Just like before, download the ZIP archive at this link.

This ZIP archive contains a batch file named Emsisoft_Debug_Tool. Simple double-click on the "Emsisoft_Debug_Tool" file, and answer Yes when asked if you want to allow the Windows Command Processor to make changes to your computer. After answering 'Yes' a blue window with a menu will appear. Click in the blue window, type the number 3, and then press Enter on your keyboard to enable the Scan Engine debug logs. A message should be displayed saying you need to restart your computer. Simply press Enter twice to close the batch file, and then restart your computer (if using Windows 8.1 or Windows 10 please restart your computer by right-clicking on the Start button, going to Shut down or sign out, and selecting Restart).

After restarting your computer, go ahead and try your scan again. When the scan is finished, close the scanner, and then check the Emsisoft Anti-Malware folder (usually C:\Program Files\Emsisoft Anti-Malware) and there should be a file named ScanEngineDebug.log (the files should be listed in alphabetical order). Please ZIP this file (if you do not have a program such as WinZip, 7-Zip, or WinRar then please right-click on the file, go to Send To, and select Compressed (zipped) folder) and make sure to save the ZIP archive on your desktop to make it easy to find. After that, please attach the ZIP archive with the ScanEngineDebug.log file in it to a reply.

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Hi,

Sorry for the lack of response on my part.  Due to this and the false positives that I was getting, we had to push off testing and purchasing Emsisoft for the moment.  We may revisit down the road.  So for now, we went back to what we were using prior.  Sorry I was not able to get you the rest of the information that you were looking for.

Thanks for your help1

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OK. If you do decide to try our software again in the future, and run into any issues, then be sure to let me know.

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