Troubleshooting - Software conflicts

Troubleshooting - Software Conflicts

In this age of pop-up ads, harmful viruses, spyware, adware and all the like, it's become increasingly difficult for PC users to maintain complete control over the systems. Most of us have no idea what's being loaded on our system while we surf the web or install new applications. In increasing frequency, we are seeing conflicts arise between these new-age applications (both wanted and unwanted) and eSignal (or Advanced GET). The simplest solution is to uninstall the offending application although that's easier said then done in some cases. Here are some suggestions on how to identify and resolve these conflicts.

Common Scenario(s)
1. The eSignal Data Manager appears to connect ok to the internet (Reception and Password indicate OK in Data Manager) but the eSignal application displays No DM (meaning no data manager) hence no data is flowing into eSignal. In Advanced GET, the connection status in the lower right corner will say TRYING.

The first step to resolving this issue is to determine whether a firewall is installed on this PC and whether that firewall has been configured to permit all components of eSignal to connect to the internet. Examples of popular firewalls include McAfee, Norton Internet Security, and ZoneAlarm.

For eSignal, make sure winros.exe (the Data Manager) and winsig.exe (eSignal) are both configured in your firewall settings to connect to the internet. ( For Advanced GET standalone software users, make sure GET.exe is configured.) 

If there is no firewall present or if the configuration appears correct, it's likely some other application is causing a problem between the Data Manager and eSignal (or GET). The culprit is often an LSP (Layered Service Provider) that is conflicting with the internal TCP/IP communication on that particular PC.

For a list of known programs that conflict with eSignal, please see below.

In addition, and for in-depth instructions on isolating what other program (an LSP for ex) is causing the conflict and removing it, please go to KB Article 1415.

If you are unsure whether you are actually connecting the web, you may want to review KB Article 1301 on Troubleshooting Internet Connections.

2. eSignal is responding very slowly. Opening and closing eSignal takes much longer than usual. The program seems to hang and sometimes even crashes without an error message. My changes are sometimes not saved and the program is, in general, behaving strangely.

Symptoms like these almost always turn out to be either corrupted eSignal software or a conflict with some other application running on that PC. We recommend backing-up your files, uninstalling eSignal and downloading eSignal again. Try creating new quote windows and chart files so when you go back to your saved files, you'll be better able to see if those specific saved files are corrupted as well. If they are, you'll need to delete those as well and work with your newly created files. Here are some helpful links:

KB Article 1626 - How to uninstall eSignal
KB Article 1530 - Copying eSignal files from one PC to another or to backup your files
KB Article 1246 - Basics of eSignal File Sharing

If the problems persist, you'll next want to evaluate what other programs could be causing the program.

Helpful Utilities
Most applications that load on your system should display in the Windows Task Manager. Press Ctrl-Alt-Delete (at the same time) to bring-up the Task Manager and click on Processes. In an ideal world, you should be familiar with each of the processes running on your system or at least be aware of what's running and why. Since most of us can't claim that, we need help. Once good place to start is a site called AnswersThatWork.com. Click on the link and choose Task List. Next search for each process loading in the Task Manager on your PC and follow the on-screen instructions.

You can also try programs like Spybot, Windows Inspector or AdWare to search and remove unwanted programs. Most offer a free trial or cost less than $30. You might also want to utilize the eSignal Support Forums and ask other users what they like best.  Another Popular spyware removal application is Ad-aware.  Scroll to the bottom of KB article 1415 for more info on Ad-aware.

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Interference from Other Known Software Applications
There are some software applications that may render eSignal unusable. Below is a list of the ones customers have reported problems using.
 
PLEASE NOTE: This list is not all-inclusive and there may be other programs that have not been reported to us which may cause similar problems. It's also possible newer versions of these programs have been released that do NOT cause a conflict. We will be updating this list as we get new information from both our internal testing and based on customer feedback.

AdsOff 
AOL Safety & Security Spyware Protection (need to be disabled)
B-Safe - This will need to be uninstalled (not compatible with eSignal)
Broadjump or Broadjump Client - This will need to be uninstalled (not compatible with eSignal)
CoolWebSearch - Click for removal tool
E-safe
Easy Firewall - By Computer Associates - This will need to be uninstalled (not compatible with eSignal)
Hotbar
Kapersky Firewall
Marketscore Internet Accelerator - Click for removal instructions
Microsoft Security Essentials (must be uninstalled)
New.net
Nielsen NetRating
NOD32 Antivirus (must be configured, click here for more). 
Option Square
Panda Antivirus (Titanium Edition only)
Peer Guardian
Pop-up Blockers
Port Magic by Pure Networks (must be uninstalled)
Proxycon Accelerator
Relevant Knowledge
ShopAtHomeAgent
SpamSubtract
VCom FixIt Utilities
VCom System

Suite 5

Venturi Personal Client
Webhancer Mcafee Privacy Service
Windows OneCare (will only work if the Data Manager is started first followed by the eSignal Application).
Zero-Knowledge Freedom

If you are running these or similar applications they will need to be uninstalled. If you are in an office environment be sure to get the approval of the Network Admin before removing or making any changes.

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Security, Personal Firewalls and Web Filtering Software
It is possible to use eSignal with some personal firewalls and web-filtering software. A list of the different applications we have tested appears below.

PLEASE NOTE: This list is not all-inclusive and there may be other programs that have not been reported to us which may cause similar problems. It's also possible newer versions of these programs have been released that do NOT cause a conflict. We will be updating this list as we get new information from both our internal testing and based on customer feedback.

Cyber Patrol
We last tested version 4.0 of Cyber Patrol. You don't need to change any settings in Cyber Patrol to use it with eSignal. If no data appears in the quote window, make sure to set "Allow" applications under the Access menu.

Zone Alarm
We last tested version 2.6 of Zone Alarm. When eSignal is first launched while ZoneAlarm is running, ZoneAlarm will produce pop-up windows. These windows are asking for your permission to allow or deny a program access through Zone Alarm's security. Make sure you place a check mark in the box next to "Remember this answer the next time I use this program." (Refer to the examples.) This will ensure you are not prompted again.

eSignal will cause 4 of these prompts to appear. Three of them will be "New Program" prompts (Example 1), which are for winsig.exe, winros.exe and reader.exe*. (The prompt for reader.exe only appears when you open the Text Manager for the first time.) The other prompt will be a "Server Program" prompt (Example 2). This is giving the Data Manager permission to provide data to eSignal, the Text Manager and any other 3rd party applications.

*Note - The reader.exe prompt for the Text Manager may appear under the title "Andover" in some versions of Zone Alarm. 

For more information about configuring Zone Alarm, please click here.

Norton Internet Security or Norton Personal Firewall
We last tested version 3.0 of Norton Internet Security 2001. When eSignal is first launched while Norton Internet Security is running, Norton Internet Security will produce pop-up windows. These windows are asking for your permission to allow or deny a program access through Norton's Internet Security. Make sure you place a check mark in the box next to "Always use this action for this application." (Refer to the example.) This will ensure you are not prompted again.

eSignal will cause 3 of these prompts to appear. They will be for "application", "winros.exe" and "reader.exe." The prompt for reader.exe only appears when you open the Text Manager for the first time.

For more information about configuring Norton Internet Security or Norton Personal Firewall, please click here.

BlackICE Defender
We last tested version 3 of BlackICE Defender. If no data appears in the quote window, make sure to set the BlackICE Settings under the Firewall tab to a setting less than Paranoid

PC-cillin
We have tested Trend-Micro’s PC-cillin and it works well with eSignal. You do not need to do anything in order to get eSignal recognized by PC-cillin. If you do not see any data or get a NO DM message, you will need to manually configure PC-cillin to allow eSignal access to the internet.

For more information about configuring PC-cillin personal Firewall, please click here to visit Trend-Micro's Support site.

CheckIt
We last tested version 4.0 of CheckIt. When eSignal is first launched while CheckIt is running, CheckIt will produce pop-up windows. These windows are asking for your permission to allow or deny a program access through CheckIt's security. Make sure you place a check mark in the box next to "Remember this answer the next time I use this program." (Refer to the examples.) This will ensure you are not prompted again.

eSignal will cause 3 of these prompts to appear. Three of them will be "New Program" prompts (Example 1), which are for winsig.exe, winros.exe and reader.exe. (The prompt for reader.exe only appears when you open the Text Manager for the first time).

McAfee Personal Firewall or McAfee Security Center
When eSignal is first launched while McAfee Personal Firewall is running, McAfee will produce several pop-up windows. These windows will ask your permission for WS and Winros to access the internet through the McAfee Personal Firewall. The next one ( there are 3 ) will ask your permission for Winros to act as a server. Please make sure you select permit and place a check mark in the box next to "Always use this action for this application" This will ensure you are not prompted again.

For more information about configuring McAfee Personal Firewall, please click here.

F-Secure
F-Secure will work with eSignal when correctly configured. Information about correctly configuring this firewall can be found at F-Secure's support site at this page.

CyberSitter
Unfortunately, eSignal will not work at all with Cyber Sitter. We last tested Cyber Sitter 2000.

Ontrack System Suite
Unfortunately, eSignal will not work at all with Ontrack System Suite.

Freedom Firewall by Zero Knowledge
Unfortunately, eSignal will not work at all with Freedom Firewall by Zero Knowledge. This firewall comes preinstalled with HP and Compact computers. It may also be installed with some Routers. If this Firewall is installed on the same computer as eSignal, it will have to be removed.