CelticCoder Posted December 9, 2020 Report Share Posted December 9, 2020 Hi Support, This issue started with the uninstall of a problematic Windows Update (KB4586878). I resolved the problem with the DNS, but then Emsisoft started giving problems. I uninstalled the software but an attempted reinstall gave the "A version of this software is already installed" error. As per this article: https://help.emsisoft.com/en/1787/how-do-i-completely-uninstall-an-emsisoft-product/ I ran EmsiClean and attached the log. Emsisoft version: 2020.12.1.10579. Device details: Name: DESKTOP-SNF8BOK OS: Microsoft Windows 10 Pro 10.0.18363 (64-bit) Laptop: Acer NC-E1-571G-32348 In the cloud console, the device is showing as offline. As a temporary measure, might it be possible to install a 30-day trial of Emsisoft as I only have Windows Defender installed at the moment? Many thanks for your help! Kind Regards, Liam EmsiClean_2020.12.09_17.42.42.txt Link to comment Share on other sites More sharing options...
GT500 Posted December 10, 2020 Report Share Posted December 10, 2020 Go ahead and allow Emsiclean to remove everything, and then restart your computer twice (sometimes a second restart is needed for everything to be removed). After that you should be able to reinstall. 12 hours ago, CelticCoder said: As a temporary measure, might it be possible to install a 30-day trial of Emsisoft as I only have Windows Defender installed at the moment? The free trial is the exact same software, just with a different license, so it wouldn't install either. Link to comment Share on other sites More sharing options...
GT500 Posted December 10, 2020 Report Share Posted December 10, 2020 If Emsiclean isn't able to resolve the issue, then the next step is to get a log from FRST so that I can write a script to remove anything Emsiclean is having trouble with. 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/ Link to comment Share on other sites More sharing options...
CelticCoder Posted December 10, 2020 Author Report Share Posted December 10, 2020 Hi Arthur, I ran EmsiClean and then after the first reboot I ran it again to see what it might show. I have attached the log. However, I think that the message is a false positive as it came up again when I checked after the next reboot. At that stage I reinstalled Emsisoft successfully Thanks for your help! You can close this ticket. Kind Regards, Liam EmsiClean_2020.12.10_11.37.01.txt Link to comment Share on other sites More sharing options...
GT500 Posted December 11, 2020 Report Share Posted December 11, 2020 There were a couple of things left over (a driver and a service) that still needed to be removed. I don't think it would have been an issue though, unless they were from an older version of Emsisoft Anti-Malware. If updates had been installing fine, then you probably shouldn't have any trouble. Link to comment Share on other sites More sharing options...
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