jdo

unable to install eam

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windows 10 home 64 bit

New Dell Inspiron Laptop

Uninstalled Mcafee and downloaded EAM installer

Message A major problem has occurred. Unable to  connect to (Service or Server). 

Tried a reboot but problem persisted.

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Let's try getting a diagnostic log. The instructions and download are available at the following link:
https://help.emsisoft.com/en/1735/how-do-i-use-the-emsisoft-diagnostic-tool/


Logs from FRST may be helpful as well. You can find instructions for downloading and running FRST at the following link:
https://help.emsisoft.com/en/1738/how-do-i-run-a-scan-with-frst/

Note: When FRST checks the Windows Firewall settings, Emsisoft Anti-Malware's Behavior Blocker will quarantine it automatically. This can be avoided by clicking "Wait, I think this is safe" in the notification that is displayed while FRST is scanning.

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Something appears to have either prevented Emsisoft Anti-Malware's installer from saving files in the Emsisoft Anti-Malware folder, or removed them after the install completed.

I am seeing at least one McAfee file left in the Scheduled Tasks. I recommend trying to McAfee Consumer Product Removal Tool to make sure that any leftovers are removed. You can find a download link in the McAfee KB article linked below:
https://service.mcafee.com/webcenter/portal/cp/home/articleview?articleId=TS101331

Once you've run the McAfee Consumer Product Removal Tool, please try to uninstall Emsisoft Anti-Malware and then restart your computer twice. If you are unable to uninstall Emsisoft Anti-Malware, then follow these instructions for running Emsiclean:

  1. Download Emsiclean from this link. Be sure to save it to your Desktop, or copy it there from your Downloads folder.
  2. Right-click on the Emsiclean file you saved on your Desktop, select Extract All, and click the Extract button in the lower right.
    • Note: If you have 7-Zip, WinRar, etc. then you can use those to extract the Emsiclean files instead.
  3. Open EmsiClean64, and if you get a message about it not being compatible with your computer or not being able to run on your PC then open EmsiClean32 instead.
  4. When running Emsiclean, you will first be presented with a disclaimer. You will need to accept this disclaimer to continue.
  5. 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.
  6. 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.
  7. Emsiclean will save a log on your desktop as it closes (it may take a moment for the log file to appear). Please attach the log you saved on your desktop to a reply.

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Thank you. I ran the McAfee tool, uninstalled EAM, rebooted twice, downloaded a fresh copy of the installer and now have a working EAM. I am very pleased with the support offered by Emsisoft.

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