KathyJ

Renewal screen comes up at startup and I have a lot of days left

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Now each time I start up my computer, a renewal screen comes up with choices of Change license, renewal, and other things even showing my license number. I have to go through the process as if I had just entered the license number even though I still have 200 something days left before it is time to renew. This is getting old. For years, I did not have problems with this software and now all of a sudden, it seems like it is making up "for lost time". How do I stop this?

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I have been having the same issue recently. For what it's worth. my internet connection takes 1-2 minutes to start up upon boot up. The licence window appears every other reboot now. If internet connectivity is present, I can close the window and restart the app, otherwise it fails to start. Rather annoying behavior.

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Does the following help resolve the issue?

  1. Uninstall Emsisoft Anti-Malware.
  2. Restart your computer twice.
  3. Download and reinstall Emsisoft Anti-Malware from this link.

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23 hours ago, GT500 said:

Does the following help resolve the issue?

 

  1. Uninstall Emsisoft Anti-Malware.
  2. Restart your computer twice.
  3. Download and reinstall Emsisoft Anti-Malware from this link.

 

As it turned out, I didn't have to do this. For some strange reason, it must have fixed itself. There was several times I rebooted and got the renewal screen. I didn't do anything different than I had been doing and it suddenly stopped on it's own. I don't know why but I'm glad it did. Now if my other problem would fix itself, I would be happy!

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This may have been fixed by some changes we made to our licensing system, however it's also possible that a simple restart of the computer resolved it. If you ever encounter the problem again, then try restarting the computer again, and let me know if that helps.

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1 hour ago, GT500 said:

This may have been fixed by some changes we made to our licensing system, however it's also possible that a simple restart of the computer resolved it. If you ever encounter the problem again, then try restarting the computer again, and let me know if that helps.

It's not doing it now but when it did, it was doing it after several restarts. I was like you, I thought maybe restarting it would help it but it didn't. It's still working as it should now. Maybe it will keep it up.

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On 4/17/2019 at 10:41 PM, GT500 said:

This may have been fixed by some changes we made to our licensing system, however it's also possible that a simple restart of the computer resolved it. If you ever encounter the problem again, then try restarting the computer again, and let me know if that helps.

The issue went away for me the same fashion. Before it happened I did reboot my system a few times and every single time it reoccurred. Not sure why and how the problem got resolved but everything appears to be fine now :)

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22 minutes ago, xemex said:

Not sure why and how the problem got resolved but everything appears to be fine now :)

I'm fairly certain it was due to some changes we made to our systems. If it happens again, then please be sure to let me know.

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On 4/21/2019 at 12:49 PM, xeon said:

Same here, after every restart. Windows 7 64.

Any possibility of debug logs?

The option is in advanced settings now, in case you aren't already aware that it's been moved.

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Could have been an issue communicating with our servers then. If you encounter the issue again, then see if you can get us debug logs so that I can ask QA to look into it.

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The issue is still alive! I got this message twice today. After entering my license code I was confirmed that the license is valid for more than 300 days. My guess is that this has something to do with licenses bought for Antivirus and then have been changed to Antimalware.

It is no big deal, but please do not make my life more complicated, and fix this.

Thanks.

 

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On 5/4/2019 at 3:52 PM, pereh said:

My guess is that this has something to do with licenses bought for Antivirus and then have been changed to Antimalware.

We've never sold a product called "Antivirus". The previous name of "Emsisoft Anti-Malware" was "aSquared Anti-Malware".

We're not entirely certain what's causing it yet (there can be a few potential causes), so if it would be possible to send us debug logs then that would be great. Here's some instructions on how to do that:

  1. Open Emsisoft Anti-Malware.
  2. Click on the little gear icon on the left side of the Emsisoft Anti-Malware window (roughly in the middle).
  3. Click Advanced in the menu at the top.
  4. Scroll to the bottom of the Advanced section, and change the option for Debug logging to Enabled for 1 day.
  5. After that, close the Emsisoft Anti-Malware window.
  6. Reproduce the issue you are having (wait for Emsisoft Anti-Malware to ask you for your license key again).
  7. Once you have reproduced the issue, open Emsisoft Anti-Malware again.
  8. Click on the little icon in the lower-left (right above the question mark) that looks like little chat bubbles.
  9. Click on the button that says Send an email.
  10. Select the logs in the left that show today's dates (if you try to send too many logs, then we may not receive them).
  11. 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).
  12. 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).
  13. 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.

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Hello,

up to now, the error only occured on May 5. 2019, 2 or 3 times. This is just around the date when my old ESIS licence would have run out (2 year licence bought on May 12. 2017), so I guess there might be a connection.

 

Best Regards,

Peter.

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License mapping is handled server-side these days, so it could be caused by temporary issues with contacting our servers.

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Had the same issue just now. I restarted Win7 x64 because the mouse was acting up. Restart fixed that, but renewal box popped up. I closed it, Emsi quit. Started it again, same thing, despite it stating that it had close to 300 days left. Closing the renewal window still made Emsi quit despite showing 290+ days of license left.

The process of logging into my Win7 acc took a weirdly long amount of time, too, right before (right as?) Emsi acted up. Restarting once more solved both issues.

We also have the cloudflare routing outage going on currently, so I'mma guess it was related to that, somehow. Everything's fine now, including login time.

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I'm glad to hear that everything is fine now.

We do route the initial check for updates and license validation through Cloudflare, however I would believe we don't allow them to cache the data, so I'm not certain if that would have been effected by the Cloudflare issues this morning.

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