Adlice forum

Software feedback => RogueKiller PREMIUM => Topic started by: CrunchyCrackers on February 23, 2016, 09:17:35 pm

Title: RK Crashing & Will Not Update
Post by: CrunchyCrackers on February 23, 2016, 09:17:35 pm
Hi,

I've sent the crash file "to the developer", along with my e-mail address the two times my RK program has crashed, but I never hear anything back as to why it's happening. It has crashed again today.

It's odd... when I was using the free program, I NEVER had any problems. Then out of a sense of fairness that I should probably pitch in some money, I purchased the program. Since then, nothing BUT trouble. RK doesn't update automatically. and it has NEVER once updated without crashing. What I mean when I say "crashing" is, the program will update (sometimes it will, sometimes it won't), but then it shuts down. It doesn't not open the dashboard. And yet, if I try to open the dashboard, a sign pops up, "RK is already running". But it isn't.

Very odd indeed. Can anyone help me?

Many thanks,
Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on February 24, 2016, 12:38:01 am
Hi Lyn,

Welcome to Adlice.com Forum.
Thanks for supporting our product.

We recently made a few changes in the Updater that breaks compatibility with older RogueKiller versions.
Could you please download and manually install RogueKiller latest version (http://download.adlice.com/RogueKiller/setup.exe) ?

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 01, 2016, 07:56:31 pm
Hi and Thanks for your reply!

I'm a follower of your Facebook page, so I saw your announcement that Adlice is coming out with a new version 12 next week. Should I wait to download THAT version, or will RK automatically update to that version all by itself.

Also, before I follow your instructions, should I uninstall the version I have now, or does it not matter??

Thank again,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Tigzy on March 02, 2016, 11:22:28 am
Hello,
I am answering instead of Curson to go faster on this (feel free to continue with him after that if you have more questions).

You don't need to wait for version 12, it will show up as a new update once it will be pushed on the production channel (it's currently still in beta), so don't worry about that.

Also, the installer will take care about uninstalling previous version, so just follow the steps of it :)
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 04, 2016, 12:25:09 am
Hi Tigzy and thank you for your reply!

I downloaded the program using the link Curson provided. The program will not open. So I tried right clicking and doing "run as..." and a sign popped up "Access Denied".

Still stuck, sorry! Should I try the Free Version??

Thanks,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 04, 2016, 02:55:30 pm
Hi Lyn,

Do you use security software featuring restriction policies (IPS, anti-exploit, etc.) ?
If that's the case, please disable them before executing the installer.

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 10, 2016, 05:03:54 pm
Hi Curson,

I have safe-uninstalled SuperAnti-Spyware and turned off Malwarebytes Anti-Malware. Then I re-booted. Then, just to be certain I was running a clean computer, I ran the MS Virus Repair Tool, doing a deep scan which took almost 6 hours. No infections. I then uninstalled RK version 10 and re-booted.

After all that, I tried installing the current FREE version, just to see if it would work like the other free ones always used to. It downloaded, but would not install. Same thing with my paid subscription version, which I tried to download next. It would not install.

I have no clue why this is happening.

Will this be fixed in Version 12, and isn't that supposed to come out this week (not the beta)?

Thanks, Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 10, 2016, 05:36:00 pm
Hi Lyn,

This is really strange. I'd like to verify something :
Please download Rkill (http://download.bleepingcomputer.com/grinler/rkill.com) and save it to your desktop.
Then, download and install RogueKiller latest version (http://download.adlice.com/RogueKiller/setup.exe). At this time, it's version 12.0.1.
Does that make any difference ?

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 11, 2016, 02:10:23 am
Hi Curson,

No such things happened:

"A black screen will appear and then disappear. This means that the tool has been successfully executed.
An Rkill.log will appear. Please attach it with your reply (file also located at C:\rkill.log)".

Again, the download appears to be successful, but the program will not load. Re-booted in Safe Mode, signed as Admin, program would not install. I even changed my admin password (from the "run" command), re-booted, and tried again. No success.

The only thing I have is MS Malicious Malware Removal Tool, Windows Firewall and MalwareBytes AntiMalware (which I again disabled today, to run these functions). I'm running Firefox 43.0.1 on windows XP, SP 3. Clean machine here.

I am stumped (which, admittedly, is easy to do!).

Best,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 11, 2016, 02:29:29 pm
Hi Lyn,

Let's try another thing.
Please download renamed Rkill (http://download.bleepingcomputer.com/grinler/eXplorer.exe) and save it to your desktop.
If the tool don't run :
Please download Farbar Recovery Scan Tool (x86) (http://download.bleepingcomputer.com/farbar/FRST.exe) and save it to your Desktop.
Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 15, 2016, 08:25:12 pm
Thank you! Here is the log file.

Best,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 15, 2016, 10:35:09 pm
Hi Lyn,

Rkill didn't detect anything.
Could you please follow the process involving FRST ?

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 16, 2016, 02:35:02 am
OK, here ya go, they're attached....

and thanks again for all your help!!

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 16, 2016, 02:37:50 am
ooops, don't think the other one attached - trying again...
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 16, 2016, 05:58:57 pm
Hi Lyn,

Your computer is not infected but some services seems to be damaged.

Download attached fixlist.txt file and save it to the Desktop.
NOTE. It's important that both files, FRST and fixlist.txt are in the same location or the fix will not work.

NOTICE: This script was written specifically for this user, for use on that particular machine. Running this on another machine may cause damage to your operating system !

Run FRST and press the Fix button just once and wait.
If for some reason the tool needs a restart, please make sure you let the system restart normally. After that let the tool complete its run.
When finished FRST will generate a log on the Desktop (Fixlog.txt). Please attach it to your reply.

How is the computer running now ? Are you able to install and run RogueKiller ?

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 16, 2016, 08:32:22 pm
Okay, first, here is the fixlog.

Now I'll try downloading & running RK, and see if it works. Be back soon. Thanks SOOOO much,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 16, 2016, 08:47:40 pm
Nope, RK will still not Run.

Don't know if this info will be helpful, but after I click on RUN, a tab opens on my lower tool bar that reads, "Set-Up". If I click on that tab, nothing happens, yet unless I right click on it and select "Close tab" or "exit", my computer freezes (except the cursor); nothing else will function properly until that tab is closed - or the RK function is stopped.

I don't know what it's doing, but RK is doing something, as it renders the rest of my computer dead.

Best,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 16, 2016, 11:24:54 pm
Hi Lyn,

Well, I'm out of ideas for now. Tigzy and I will continue to investigate.
You can now delete FRST and the files related to it. Thanks for your understanding.

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 17, 2016, 04:09:41 am
Sigh. :-\

But thanks again for trying!

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 17, 2016, 02:01:29 pm
Hi Lyn,

Let's try another thing.

1) Download RogueKiller (32 bits version) (http://www.adlice.com/fr/download/roguekiller/?wpdmdl=3744&ind=aHR0cDovL2Rvd25sb2FkLmFkbGljZS5jb20vUm9ndWVLaWxsZXIvUm9ndWVLaWxsZXIuZXhl) and save it on your desktop.
2) Download ProcDump (http://live.sysinternals.com/procdump.exe) and save it on your desktop.
3) Launch the command prompt windows (cmd) with admin rights and copy/paste the following command :
Code: [Select]
"%USERPROFILE%\Desktop\procdump.exe" -e -h -ma -accepteula -x %USERPROFILE%\Desktop "%USERPROFILE%\Desktop\RogueKiller.exe"
Do not close the command prompt !

4) RogueKiller will be launched. Please start a new scan. When the system hangs, the command prompt will close. You can then terminate RogueKiller.
5) A new file named RogueKiller.exe_<datetime>.dmp should has been created on your desktop. Please zip it, upload it on Google Drive/Dropbox and share the link here.

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 18, 2016, 12:29:00 am
OMG, Curson, I'm not sure I have enough knowledge to pull this off, but I will certainly try!

I'll get back to you.

Thanks,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 18, 2016, 02:11:42 am
Curson,

The command didn't work. I tried it with the quotes and without the quotes. It does not allow me to copy & paste, see attached.

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 18, 2016, 02:37:32 am
Hi Lyn,

Could you please try again, with this command line :
Code: [Select]
"%USERPROFILE%\Desktop\procdump.exe" -e -h -ma -accepteula -x "%USERPROFILE%\Desktop" "%USERPROFILE%\Desktop\RogueKiller.exe"
Please make sure everything is copy-pasted into the command prompt.

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 19, 2016, 02:53:06 am
Ran the command successfully. But there is no RogueKiller.exe_<datetime>.dmp file on my desktop. here is the result of the scan:

RogueKiller V12.0.2.0 [Mar 14 2016] (Premium) by Adlice Software
mail : http://www.adlice.com/contact/
Feedback : http://forum.adlice.com
Website : http://www.adlice.com/software/roguekiller/
Blog : http://www.adlice.com

Operating System : Windows XP (5.1.2600 Service Pack 3) 32 bits version
Started in : Normal mode
User : Lynda [Administrator]
Started from : C:\Documents and Settings\Lynda\Desktop\RogueKiller.exe
Mode : Scan -- Date : 03/18/2016 19:07:46

Processes : 0

Registry : 0

Tasks : 0

Files : 0

Hosts File : 0

Antirootkit : 0 (Driver: Loaded)

Web browsers : 0

MBR Check :
+++++ PhysicalDrive0: ST500LM012 HN-M500MBB +++++
--- User ---
[MBR] 9da7ff183e7432dccc73f5e1ae2b2bac
[BSP] ae203e84dcb456630d870d8f3155a2b5 : Windows XP MBR Code
Partition table:
0 - [XXXXXX] DELL-UTIL (0xde) [VISIBLE] Offset (sectors): 63 | Size: 78 MB
1 - [ACTIVE] NTFS (0x7) [VISIBLE] Offset (sectors): 160650 | Size: 111835 MB [Windows XP Bootstrap | Windows XP Bootloader]
2 - [XXXXXX] EXTEN-LBA (0xf) [VISIBLE] Offset (sectors): 229199355 | Size: 2557 MB
User = LL1 ... OK
User = LL2 ... OK

Wish I was more computer savvy, Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 21, 2016, 01:43:54 pm
Hi Lyn,

You are doing great. :)
RogueKiller didn't crash, that why the dump was not created.

Please uninstall RogueKiller using the Add/Remove programs feature (Control Pannel).
Then, download and install RogueKiller installable version (http://download.adlice.com/RogueKiller/setup.exe).
Does the computer still freeze with this version ?

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 21, 2016, 06:05:58 pm
Thanks for your kind words, Curson.

I had uninstalled RK about 2 weeks ago. Since then, every download of RK will not install, so there''s nothing for me to uninstall at this point.

The same thing goes for the "Installable Version". It downloaded, but would not install. However, this version did not freeze up my computer.

Could there be a leftover file from RK that could be causing this? In other words, should I try defragging? I checked the Program Files folder, and don't see anything.

Best,

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 21, 2016, 08:20:19 pm
Hi Lyn,
Quote from: Lyn
Thanks for your kind words, Curson.
You are very welcome.

Quote from: Lyn
Could there be a leftover file from RK that could be causing this? In other words, should I try defragging? I checked the Program Files folder, and don't see anything.
Since RogueKiller was completely uninstalled, it shouldn't be the case. Defragmentation won't help.
It's hard to say if the issue is system related or it's a bug within RogueKiller.

Repairing the system could eventually solve this issue, but it's not guaranteed.
Would you be open-minded for in-depth investigations ?

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 21, 2016, 10:31:20 pm
Yes,

I'm open to that. Thx, Lyn

P.S. Computer has been defragged.
Title: Re: RK Crashing & Will Not Update
Post by: Curson on March 21, 2016, 11:41:19 pm
Hi Lyn,

Tigzy and I are going to concert about the process to follow.
We will keep you updated on this thread.

Regards.
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 22, 2016, 11:41:32 pm
Thank you, BOTH of you. I am a little frightened. But I trust and know that I'm in good hands.

Bless you both for all your work in protecting all of us, out here.

Lyn
Title: Re: RK Crashing & Will Not Update
Post by: Tigzy on March 23, 2016, 02:19:17 pm
Hello :)
Would you be ok for a Team Viewer session so that I can see the problem live?

That should be quick, just to confirm potential cause.
Pleas open a support ticket here, and mention this thread (copy paste the link of the forum thread) => http://www.adlice.com/contact/
Title: Re: RK Crashing & Will Not Update
Post by: CrunchyCrackers on March 23, 2016, 06:48:35 pm
Done!

Thank you Tigzy.

Lyn