Nikilet

Emsisoft will not open

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I just chatted with David Biggar about my problem. I was not aware of this chat service you now have. He offered to connect to my computer remotely and I said I would feel better about coming to the forum. 

He said that the services are all running, yet the program won't open. He also had me run the diagnostic and I have that on my desktop, but according to what he could see there should be no reason for the program to not open.

I'm just not real free with allowing people to connect to me remotely. Is there some way this can be handled without that?

 

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I think you would find David totally trustworthy, but I understand and respect your feelings about it.

Are you on Win 10?

What other security software do you run?

Did this start after Win Updates?

 

 

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No other security software. I don't know if it started after the latest update, which was a version update. The reason I came across it tonight it that I wanted to check and see when my program expired. That's when I discovered it was not in my taskbar startup programs and would not open.

However, just a few minutes ago I tried to open the program again and this time I got a pop up. I will paste it here.

P?

P.S. Am I going to have to wait for a security code now each time I want to log into the forum, or each time I answer back and forth on a question?

emsisoft error.PNG
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Not sure what you mean by security code to answer a question on forum. Do you have a screenshot?

Have you tried things such as a full  RESTART of your machine ?

Are you a wired or a wifi connection?

Are you using Win 10?

Did David ask you to consider uninstalling EAM, rebooting twice and then reinstalling it?

Have you had a look in Win Updates to see if anything is pending etc ?

 

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5 hours ago, Nikilet said:

I just chatted with David Biggar about my problem.

David is our Support Manager. ;)

 

5 hours ago, Nikilet said:

He also had me run the diagnostic and I have that on my desktop, but according to what he could see there should be no reason for the program to not open.

Could you run the diagnostic tool again, and attach the new log to a reply for me to review?

Also, FRST logs may be helpful:
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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2 hours ago, Nikilet said:

P.S. Am I going to have to wait for a security code now each time I want to log into the forum, or each time I answer back and forth on a question?

If the two-factor authentication has been made mandatory, then that's only to make sure that someone can't brute force your account password. Right now there are a lot of automated login attempts with stolen credentials as well, and two-factor authentication is the only thing that's going to stop one of them from getting into your account if they figure out your password.

Sadly security is rarely convenient, however in our modern age of constant threats it has become increasingly important to diligently safeguard everyone's information.

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I'm experiencing the same issue also, booted my machine today to be prompted with a restart for the Emsisoft update. On rebooting and logging in received the same error above.

 Restarted and fully powered off my machine 3 times but still the same issue. Tried uninstalling Emsisoft and then rebooted. Downloaded the installer and on running it advises that a version of this software is already installed on your system. The uninstall finished previously and there are no traces f it under add / remove programs and the only trace under program files are the quarantine and logs as I decided not to remove these on uninstall.

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10 hours ago, GT500 said:

If the two-factor authentication has been made mandatory, then that's only to make sure that someone can't brute force your account password. Right now there are a lot of automated login attempts with stolen credentials as well, and two-factor authentication is the only thing that's going to stop one of them from getting into your account if they figure out your password.

Sadly security is rarely convenient, however in our modern age of constant threats it has become increasingly important to diligently safeguard everyone's information.

Thank you for the explanation. I fully understand and happy to comply.

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13 hours ago, stapp said:

Not sure what you mean by security code to answer a question on forum. Do you have a screenshot?

Have you tried things such as a full  RESTART of your machine ?

Are you a wired or a wifi connection?

Are you using Win 10?

Did David ask you to consider uninstalling EAM, rebooting twice and then reinstalling it?

Have you had a look in Win Updates to see if anything is pending etc ?

 

GT500 has confirmed that there is a multi-factor authentication so that's solved.

Yes, I did full restart.

I am wifi.

Windows 10, version 1903.

David made no suggestions other than connecting remotely, which I guess I should have allowed.

I am on a different machine so I went and looked, and yes, there were updates pending. I ran them and Emsisoft is now in my taskbar startup and everything seems to be back to normal.

Thank you so much for your help, and thank everyone else also who posted here to help me.

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11 hours ago, GT500 said:

David is our Support Manager. ;)

 

Could you run the diagnostic tool again, and attach the new log to a reply for me to review?

Also, FRST logs may be helpful:
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.

After checking out stapp's instructions I discovered there were updates pending. I installed those and now Emsisoft is in the taskbar where it's supposed to be and everything seems to be ok. Thank you for your help!

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Good to hear you are all sorted now Nikilet.

Those Windows updates can sure cause some weird problems can't they :)

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10 hours ago, Nikilet said:

After checking out stapp's instructions I discovered there were updates pending. I installed those and now Emsisoft is in the taskbar where it's supposed to be and everything seems to be ok. Thank you for your help!

Out of curiosity, Windows Updates, or an update for Emsisoft Anti-Malware?

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There are instructions at the following link detailing how to check the Windows Update history on Windows 10, if you'd like to let us know the KB number of the update that was installed:
https://www.tenforums.com/tutorials/5472-view-windows-update-history-windows-10-a.html#option1

Just an FYI, when the instructions say to open the settings, you can right-click on the Start button and select Settings from the list. You can also open the notifications panel and click on All Settings from there.

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I'm a little confused by this update history. It's saying on KB4506991 that I need to restart to finish installing. I restarted just to make sure, but it's still showing the same thing,.  updates.PNG.4f5146c55ff65b2adc3de2fcfa2f7533.PNG
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This was the update that was installed:
https://support.microsoft.com/en-us/help/4511555/august-30-2019-kb4511555

I don't think we use any .NET technologies in EAM, so I'm not sure why this update being pending a restart would have caused issues with EAM. I'll ask and see if anyone knows.

 

As for KB4506991 saying it requires a restart, you may want to open Windows Update and manually check for updates to see if it shows the update there. If so, there should be a button to restart and install the update.

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