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Emsisoft not allowing ACT Pro to open


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Have an issue. I submitted a ticket but would like to put this up to see if I can get a faster response. 

I have customer who runs ACT Pro Version 22 on their laptop and desktop. Recently ACT on the desktop started having issues with launching. I checked AV though and there was nothing in logs and quarantine. I spent a considerable amount of time troubleshooting the issue. Even ACT has been involved. After a good deal of troubleshooting the issue came back to being a problem with Emsisoft Enterprise.  If I disable Emsisoft components ACT works and launches no issue. This only happens on the desktop. The laptop still allows ACT to open with no issues.

This is the error from logs when ACT tries to launch.

Faulting application name: Act!.exe, version: 22.0.205.0, time stamp: 0x5db0b4b7
Faulting module name: KERNELBASE.dll, version: 10.0.18362.1474, time stamp: 0xf0a6699c
Exception code: 0xe0434352
Fault offset: 0x001146d2
Faulting process id: 0x16fc
Faulting application start time: 0x01d7599fd467759a
Faulting application path: C:\Program Files (x86)\ACT\Act for Windows\Act!.exe
Faulting module path: C:\Windows\System32\KERNELBASE.dll
Report Id: 25ae289c-32fc-4bbc-97ce-ccae623c9e61
Faulting package full name: 
Faulting package-relative application ID: 

Again. The issue goes away when I disable Emsisoft. I also added all the ACT folders they list to exclusion. Still same issue.

Looking for some guidance please.

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Well, I read your post when you first made it, but know nothing about Enterprise EAM, so stayed silent.  I know (I think) that the home/business products are the same except for licence conditions, but maybe Enterprise differs?

What versions of Windows do the desktop & laptop run?  Are both completely uptodate regarding updates?  Do either of them have any other security software installed?

I would expect Emsisoft support to need debug logs from one or both systems, to get to the bottom of this issue.  But there's no point in any user (like me) asking for those because we can't interpret their contents.

 

The whole forum has been incredibly quiet for the last week or two, and I don't know why.  Maybe too many staff are on holiday?  Though if that's the case it'd suggest very poor rota scheduling.  Maybe someone significant is ill.

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Hello packerman,

Please create a folder exclusion for this program to avoid it being detected in the future:

  1. Open Emsisoft Anti-Malware, click "Settings" then the "Exclusions" tab.
     
  2. Click 'add folder' in the exclude from monitoring section, navigate to the target program or folder, and click OK: C:\Program Files (x86)\ACT\Act for Windows\

Note: Exclusions only apply to programs started after the exclusion is made. To be effective, you may need to restart the process or program, or restart the computer, depending on the program being excluded. In this case, a reboot is recommended.

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@packerman  EAM can create (plain text) debug logs - they're very large - turned on at Settings - Advanced.  But they are meaningless to anyone who doesn't have both the source code and the knowledge of what the logic that's being logged is meant to be doing - so they're only useful to the developers.

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