Can't launch ASC free after installation

[matssa]

Hi!

I have been using ASC since a looong time ago and on several PCs, and I was thinking of buying it. However, since yesterday, the app started bugging. At PC startup, the icon is there near the clock, but I can't seem to launch the app, even though I can see the process in the task manager.

 

I tried to install, uninstall, use ccleaner to remove the registry stuff, rebooted several times, updated to the Windows 10 creator update, install and reinstall, nothing fixes it. I managed however to install Driver Booster and Smart defrag (I had to install 2 times Smart defrag for it to open).

 

Can someone help me out? I'm on Windows 10 x64 bit (ASC is x32, I'm not sure it exists in x64), latest version downloaded from the website, with Kaspersky Internet Security (disabled).

 

Thanks!

[iotop]

Hello matssa welcome to IObit forums.

 

Have you tried lunching it from C:\\FULL PATH\asc.exe? From cmd with admin priv.?

 

Also you said kaspersky disabled...maybe when you disable kaspersky widnows automatically turns on defender, have you checked that?

 

 

 

 

 

Cheers

 

[matssa]

Hello matssa welcome to IObit forums.

 

Have you tried lunching it from C:\\FULL PATH\asc.exe? From cmd with admin priv.?

 

Also you said kaspersky disabled...maybe when you disable kaspersky widnows automatically turns on defender, have you checked that?

 

 

 

 

 

Cheers

I tried launching via the cmd, via the full path but nothing works, I can see the process being created but nothing on the screen... Same thing when I launch via the taskbar icon or near the clock icon. I'll try to reinstall with kaspersky and defender off, but I never had this issue before even with Kaspersky on... Very strange...

 

Isn't there an IObit utility that can remove EVERYTHING that is linked to IObit in terms of registry, files, folders, etc... ? Or maybe the last update broke something?

[matssa]

Tried to install again after uninstalling and cleaning using Ccleaner, and same issue. I disabled Kaspersky and tried to disable Windows Defender but I don't think it was fully deacticated (in the new Windows 10 Creators Update, it seems I can't fully turn it off).

 

Anyone else got some stuff I can test out? I don't want to wipe the PC and start fresh because IObit doesn't install correctly...

[Cicely]

Tried to install again after uninstalling and cleaning using Ccleaner, and same issue. I disabled Kaspersky and tried to disable Windows Defender but I don't think it was fully deacticated (in the new Windows 10 Creators Update, it seems I can't fully turn it off).

 

Anyone else got some stuff I can test out? I don't want to wipe the PC and start fresh because IObit doesn't install correctly...

 

 

Hi matssa,

 

Please try to delete all left program files and directories of Advanced SystemCare. Usually, such files are put in:

 

- C:\Program Files (x86)\IObit\Advanced SystemCare (for 64-bit computer)

- %appdata%\IObit\Advanced SystemCare

 

Then download the latest Advanced SystemCare 10.3 from http://update.iobit.com/dl/advanced-systemcare-setup.exe, and then manually install it.

 

If you still fail to install our program, please send us the requested file for further analysis.

 

Download the tool from http://testdemo.iobit.com/InfoHelper.exe.

 

Then double click to run this tool on the PC with problem and click "Save report".

After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder.

Please send the zipped file to us so that we can get the detailed information to look into.

 

Thanks in advance.

 

 

[matssa]

 

 

Hi matssa,

 

Please try to delete all left program files and directories of Advanced SystemCare. Usually, such files are put in:

 

- C:\Program Files (x86)\IObit\Advanced SystemCare (for 64-bit computer)

- %appdata%\IObit\Advanced SystemCare

 

Then download the latest Advanced SystemCare 10.3 from http://update.iobit.com/dl/advanced-systemcare-setup.exe, and then manually install it.

 

If you still fail to install our program, please send us the requested file for further analysis.

 

Download the tool from http://testdemo.iobit.com/InfoHelper.exe.

 

Then double click to run this tool on the PC with problem and click "Save report".

After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder.

Please send the zipped file to us so that we can get the detailed information to look into.

 

Thanks in advance.

 

Hi,

 

Thanks for the info, I did what you asked and still nothing. I can install, but once I try to launch, nothing. I don't have any screen that appears when I pass the logon screen with the quick settings.

 

Please find attached my log.

 

Thanks for your help!

[matssa]

Hi,

 

Thanks for the info, I did what you asked and still nothing. I can install, but once I try to launch, nothing. I don't have any screen that appears when I pass the logon screen with the quick settings.

 

Please find attached my log.

 

Thanks for your help!

Here is the link (upload failed here...)

 

https://drive.google.com/open?id=0B6J41qgBEupcOUt6ckFBeThpR0E

 

 

[iotop]

Hi matssa, here you can find solid walk-through to completely disable Windows Defender on creators update in multiple ways.

 

https://partnersupport.microsoft.com/en-us/par_clientsol/forum/par_win/disable-windows-defender-security-center-windows/5829f484-939c-4365-8545-770ba0efc66d?auth=1

 

I hope you will find it helpful.

 

Cheers

[matssa]

Hi matssa, here you can find solid walk-through to completely disable Windows Defender on creators update in multiple ways.

 

https://partnersupport.microsoft.com/en-us/par_clientsol/forum/par_win/disable-windows-defender-security-center-windows/5829f484-939c-4365-8545-770ba0efc66d?auth=1

 

I hope you will find it helpful.

 

Cheers

Thanks for the info. I tried it and still no change...

 

It really seems like it is ASC.exe that doesn't work, since I can see the tray icon, I can see the notifications saying it hasn't been cleaned, and I also see the top right monitor with the CPU, RAM, etc...

 

Any luck on your side @Cicely ?

[Cicely]

Hi matssa,

 

Please restart your computer into Safe Mode, then try to launch ASC in Safe Mode to check whether it launches successfully or not.

Guide to start into Safe Mode: https://support.microsoft.com/en-hk/help/12376/windows-10-start-your-pc-in-safe-mode

 

If it launches successfully in Safe Mode, it indicates that there are some other programs which cause ASC not be used. Please try to restore your system via System Restore to check whether the issue is solved or not.

Guide to restore from a system restore point: https://support.microsoft.com/en-hk/help/12415/windows-10-recovery-options

 

Hope it helpful for you!http://forums.iobit.com/core/images/icons/icon7.png

[matssa]

Hi matssa,

 

Please restart your computer into Safe Mode, then try to launch ASC in Safe Mode to check whether it launches successfully or not.

Guide to start into Safe Mode: https://support.microsoft.com/en-hk/help/12376/windows-10-start-your-pc-in-safe-mode

 

If it launches successfully in Safe Mode, it indicates that there are some other programs which cause ASC not be used. Please try to restore your system via System Restore to check whether the issue is solved or not.

Guide to restore from a system restore point: https://support.microsoft.com/en-hk/help/12415/windows-10-recovery-options

 

Hope it helpful for you!http://forums.iobit.com/core/images/icons/icon7.png

Hi,

 

Thanks for the info, I tested in safe mode and no issues... Now I reboot and still can't launch. I'll make a full reset of my PC in order to clean everything... Really strange though that this is needed, first time an app bugged like this, without any info on which product can block this one.

 

Thanks.

 

[matssa]

Hi again,

 

I cleaned the PC and it worked. However, since this morning, it started doing the same thing as before, I really don't get it... Can it be caused by a driver?? Why do I get this issue all of a sudden? I can't believe no one else has this issue, mostly on IObit's side...

 

Can you please release an update or something that can repair this? And it isn't ASC, it's all the IObit software that can't be launched!!!

[Cicely]

Hi matssa,

 

Sorry to hear it.

 

Please tell us what IObit programs have the issue. How about other programs from other company?

 

After you cleaned your PC, what actions you took and what programs you ran before the issue came out?

 

Is there any error message? If yes, please take some screenshots and send them to us. Guide for taking screenshots: http://graphicssoft.about.com/cs/general/ht/winscreenshot.htm

 

And please download the tool from http://testdemo.iobit.com/InfoHelper.exe. Then double click to run this tool on the PC with problem and click "Save report". After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder. Please send the zipped file to us.

 

Thanks.

 

[matssa]

Hi matssa,

 

Sorry to hear it.

 

Please tell us what IObit programs have the issue. How about other programs from other company?

 

After you cleaned your PC, what actions you took and what programs you ran before the issue came out?

 

Is there any error message? If yes, please take some screenshots and send them to us. Guide for taking screenshots: http://graphicssoft.about.com/cs/general/ht/winscreenshot.htm

 

And please download the tool from http://testdemo.iobit.com/InfoHelper.exe. Then double click to run this tool on the PC with problem and click "Save report". After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder. Please send the zipped file to us.

 

Thanks.

The IObit programs that are having issues are:

Advanced SystemCare 10,

IObit uninstaller,

Smart Defrag,

Driver Booster 10

 

All of your products have the same issue... After cleaning the PC, I installed all my apps again, my games, Kaspersky and updated drivers using MSI tool and Driver Booster. I then used O&O Shut Up in order to deactivate some Windows 10 stuff like OneDrive and Defender. Everything was still working then.

 

It just stopped working all of a sudden and I don't know why, especially when it works when I enable safe mode with Internet on...

 

No error, it just launches the process but no windows on the screen.

 

For the file, I already gave you the link, can you please tell me to whom I need to send the file??

 

Thanks.

 

[Cicely]

Hi matssa,

 

Thanks for your detailed information.

 

As for the debug file, we need a new one because you have cleaned your PC and your PC enviromment is different from before. So please download the tool again from http://testdemo.iobit.com/InfoHelper.exe. Then double click to run this tool on the PC with problem and click "Save report". After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder. Please send the zipped file to us via attachment. (If you fails to attach the file, you can upload it to the site http://www.wikisend.com and send the download link to us.)

 

Thanks.

 

 

[matssa]

Hi matssa,

 

Thanks for your detailed information.

 

As for the debug file, we need a new one because you have cleaned your PC and your PC enviromment is different from before. So please download the tool again from http://testdemo.iobit.com/InfoHelper.exe. Then double click to run this tool on the PC with problem and click "Save report". After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder. Please send the zipped file to us via attachment. (If you fails to attach the file, you can upload it to the site http://www.wikisend.com and send the download link to us.)

 

Thanks.

 

Hi,

 

If the file isn't attached, find below the link:

 

https://www.mediafire.com/?4am3j91nnecleln

 

Thanks.

[Cicely]

Hi matssa,

 

Since IObit programs can be launched successfully in Safe Mode, which indicates that there is some program or service that blocks IObit programs to open.

 

Maybe it is Kaspersky to cause the issue. So please uninstall Kaspersky temporarily, then restart your computer, then launch IObit programs again to check whether they can be launched or not.

 

And we find this system service C:\Windows\System32 CmdLine:EOleException Non trouvé 80041002 had reported errors, which may also cause IObit programs not to be launched. So please check this service.

 

Hope this time can can help you solve the issue.:-)

 

[matssa]

Hi matssa,

 

Since IObit programs can be launched successfully in Safe Mode, which indicates that there is some program or service that blocks IObit programs to open.

 

Maybe it is Kaspersky to cause the issue. So please uninstall Kaspersky temporarily, then restart your computer, then launch IObit programs again to check whether they can be launched or not.

 

And we find this system service C:\Windows\System32 CmdLine:EOleException Non trouvé 80041002 had reported errors, which may also cause IObit programs not to be launched. So please check this service.

 

Hope this time can can help you solve the issue.:-)

Hi,

 

Thanks for the info. Kaspersky is the one blocking the app apparently cause it worked after uninstall. I tried to reinstall and same issue as before. What bothers me is that I always had both at the same time and no issues. Could it be that Kaspersky is doing the same thing as Malwarebytes??

 

Can you please check with Kaspersky why they are blocking IObit products?

 

Thanks.

[Cicely]

Hi,

 

Thanks for the info. Kaspersky is the one blocking the app apparently cause it worked after uninstall. I tried to reinstall and same issue as before. What bothers me is that I always had both at the same time and no issues. Could it be that Kaspersky is doing the same thing as Malwarebytes??

 

Can you please check with Kaspersky why they are blocking IObit products?

 

Thanks.

 

 

Hi matssa,

 

Please view the block log of Kaspersky to see whether there is any record showing Kaspersky blocked ASC. And please send us a screenshot if you could find any record.

 

Then please add ASC into the exclusions of Kaspersky to see how it works.

 

Thanks.

 

[matssa]

 

 

Hi matssa,

 

Please view the block log of Kaspersky to see whether there is any record showing Kaspersky blocked ASC. And please send us a screenshot if you could find any record.

 

Then please add ASC into the exclusions of Kaspersky to see how it works.

 

Thanks.

What do you mean by block log? I looked at the events but nothing there. I tried switching the IObit products to safe but nothing helps. However, the IObit products nulerical signature is in red and says that it is doubtfull. Maybe this is the reason?

[Cicely]

Hi matssa,

 

You are right, and we mean the Events log.

 

We are sorry for we didn't make it clear.

 

What do you mean by saying that you have tried switching the IObit products to safe but nothing helps?

 

Also please send us a screenshot of the numerical signature in red.

 

Thanks.

 

[matssa]

Hi matssa,

 

Thanks for your detailed information.

 

As for the debug file, we need a new one because you have cleaned your PC and your PC enviromment is different from before. So please download the tool again from http://testdemo.iobit.com/InfoHelper.exe. Then double click to run this tool on the PC with problem and click "Save report". After it finishes, you will get a pop up window to tell you where the report file IObit_Debug_Info.zip is saved. Click "OK" button to open that saved folder. Please send the zipped file to us via attachment. (If you fails to attach the file, you can upload it to the site http://www.wikisend.com and send the download link to us.)

 

Thanks.

 

Hi,

 

After talking with Kaspersky team, I had to exclude all the IObit apps, but this means that I can't fully update them since some of your apps are blocked... I don't understand why your apps are blocked, and why apps like Blizzard, or Virtualbox don't get blocked... I think you need to check with them directly.

 

For the screenshots, please find attached or at https://drive.google.com/open?id=0B6J41qgBEupcNWhwd05ITEkwblE

[matssa]

Hi,

 

After talking with Kaspersky team, I had to exclude all the IObit apps, but this means that I can't fully update them since some of your apps are blocked... I don't understand why your apps are blocked, and why apps like Blizzard, or Virtualbox don't get blocked... I think you need to check with them directly.

 

For the screenshots, please find attached or at https://drive.google.com/open?id=0B6J41qgBEupcNWhwd05ITEkwblE

When I mean exclude, it's in the advanced settings, exclusions, and there you can add folders or apps (the issue is that you can't select several apps, you need to add them one by one...).

 

I sent an Email to kaspersky to see what needs to be done on your side, since this reaction is not normal, can it be linked to the stuff caused with Malwarebytes??

[matssa]

Hi matssa,

 

You are right, and we mean the Events log.

 

We are sorry for we didn't make it clear.

 

What do you mean by saying that you have tried switching the IObit products to safe but nothing helps?

 

Also please send us a screenshot of the numerical signature in red.

 

Thanks.

Hi,

 

The feedback from Kaspersky concerning why we need to exclude the program is because it changes the system settings in order to boost it, which is not tolerated by the antivirus for security reasons.

I think the only thing that we can do is include in the installation a patcher that adds all the IObit stuff in the exclude package. Without this, some features won't work, and so IObit products won't be 100% functional.

 

I will test TuneUp Utilities, but I tink that they should work, so I dunno why it bugs with IObit and why not with them (is it because it's AV?).

[Cicely]

Hi matssa,

 

From your latest email, we guess that the issue occurs because Kaspersky has blocked startup items of Advanced SystemaCare.

 

Please update to the latest database of Kaspersky and install ASC 10.4 to see whether there is any issue.

 

Then please send us the related screenshot if you encounter any problem so that we could further look into this.

 

Thanks.