F-Secure FSM32.exe App Crash

I keep having this problem with F-Secure Security Suite provided by my DSL service Embarq.

FSM32.exe/fsguidll.exe keeps crashing and closing. If I try to right click a file to scan it, the .exe almost always fails. I again have googled for a resolution, checked the F-Secure site, contacted Embarq which they have no clue how to troubleshoot this software or even configure it (but benefit of the doubt maybe I just talked to the wrong person about 6 different times).

Previously I have always rebooted to resolve the crash, then today I thought I'd just try typing in the Run box C:\Program Files\Embarq Online Security\Common\FSM32.exe, to my surprise it worked and I now have the tray icon back, so I put a shortcut to the FSM32.exe in my quick launch bar.

Although this is a work around, I would like to know why it crashes and how to fix it. Some of the googled sites said it was a permissions issue in XP, but my OS is Vista Home Premium, but I went in and allowed full access to all users anyway. I have uninstalled and reinstalled numerous times, to the point of having to renew my license with Embarq 3 times.

Any resolution for a permanent fix?

As always Thanks for the advice.

 

I contacted FSecure and this is their reply:

Dear recipient,
When replying to this message, please keep the subject unchanged. This e-mail is related to the following F-Secure Service Request:

SR ID: 1-131106711
Created: 2008-09-01 02:18:54 AM
Subject: Application Crash
_____________________________________________________________________

Dear Joyce,

Thank you for contacting F-Secure.

With regards to your enquiry,it is the Scanner Manager taking care of the scanning tasks which mean that there is something to be scanned.

We recommend that you try the following to reduce F-Secure's CPU usage.

1. Check that your Virus & Spy Protection level is set to Normal. (It is)
Step 1: Open F-Secure
Step 2 : Click on Virus & Spy Protection
Step 3 : Click change on the top right and change the protection level to Normal.
Step 4 : Click Ok

2. Check the settings for Real-Time Scanning (Already set as below)
Step 1 : Open F-Secure
Step 2 : Click on Virus & Spy Protection
Step 3 : Click on 'Advanced' on the bottom right
Step 4 : Click on Real Time Scannning on the left
Step 5: Ensure that 'Scan Defined Files is selected, and not Scan All Files.
Step 6 : Ensure that Scan Inside Compressed Files is not ticked.
Step 7 :Click Ok

3. Check that Schedule Scanning is not set to run daily (Disabled)
Step 1 : Open F-Secure
Step 2 : Click on Virus & Spy Protection
Step 3 : Click on 'Advanced' on the bottom right
Step 4 : Click on Scheduled Scanning on the left
Step 5 : Uncheck the Scheduled Scanning chekbox to disable it
Step 6 : Click Ok


4. You may want to try to disable real-time scanning and see if that solves the issue. To disable real-time scanning, (Disable?? How does that protect me?)
Step 1 : Click on Virus & Spy Protection.
Step 2 : Click change on the top right and change the protection level to custom.
Step 3 : Click 'Ok'.
Step 4 : Click configure at real-time scanning.
Step 5 : Uncheck the Enable real-time scanning checkbox.

5. If disabling real-time protection does not solve the issue, try disabling the additional modules one at a
time to pin-point the problematic module ( "Internet Shield ", "Parental control" and "Spam control ").

If above instructions does not work, you have to contact Embraq,we hope you understand that it is because we do not have the available resource and knowledge expertise to solve your issue They don't have the expertise to solve It's THEIR software

Please feel free to contact us again should you need further assistance.

Thank you.

Best regards,
Aruna

___

Aruna Vallupllia
Support Engineer US: +1-866-295-2725
F-Secure Corporation UK: +44(0)870-0130-793
BE SURE. http://support.f-secure.com AUS: 1800-422-741 (local)

 

Hello whompuscat,

I wanted to check with you to see if you were still experiencing the pc crashes. If you are, please send your phone number in an email or private message and I can research this for you. Please let me know how much RAM you have on your pc. I would like to know if you have any other security software on the PC. A security conflict can cause the pc to crash.

“3. Check that Schedule Scanning is not set to run daily (Disabled)
Step 1 : Open F-Secure
Step 2 : Click on Virus & Spy Protection
Step 3 : Click on 'Advanced' on the bottom right
Step 4 : Click on Scheduled Scanning on the left
Step 5 : Uncheck the Scheduled Scanning chekbox to disable it
Step 6 : Click Ok


4. You may want to try to disable real-time scanning and see if that solves the issue. To disable real-time scanning, (Disable?? How does that protect me?)
Step 1 : Click on Virus & Spy Protection.
Step 2 : Click change on the top right and change the protection level to custom.
Step 3 : Click 'Ok'.
Step 4 : Click configure at real-time scanning.
Step 5 : Uncheck the Enable real-time scanning checkbox.â€

In regards to step 3 and 4, an option may be to enable the schedule scanning and disable the real-time scanning in step 4. This will allow the software to still do the complete scan once a day on your pc, but would allow the pc to function without crashing for the remainder of the day. Thank you for your patience and for being a valued Embarq customer.

Lamont L.
Embarq Customer Outreach
embarq_lamont@embarq.com
For additional support please visit www.embarq.com/rescueit or call 1-877-646-3282
Voice | Data | Internet | Wireless | Entertainment

 

Who is this responding to my question asking for my phone #????? Yes I still have the problem, but I also have a problem giving out my phone # to someone I have no idea who it is. And based on my prior experience with Embarq in trying to resolve issues with the Security Suite I am not inclined to call them to resolve this issue since in the past when talking to them I was the one that informed them how to set the software for network sharing. Here is the error message I get when trying to scan a file by right clicking and then click scan file for viruses and spyware..... And I have 4gb RAM

Problem signature:
Problem Event Name: APPCRASH
Application Name: FSM32.EXE
Application Version: 7.50.10035.0
Application Timestamp: 461e2558
Fault Module Name: fsexc.dll
Fault Module Version: 7.50.10035.0
Fault Module Timestamp: 461e26c2
Exception Code: c0000005
Exception Offset: 00001853
OS Version: 6.0.6001.2.1.0.768.3
Locale ID: 1033
Additional Information 1: c094
Additional Information 2: 86dab9cc50299f60dce20e6b2274c036
Additional Information 3: 0844
Additional Information 4: ea5516d097b3be2f3a66e6d3814480ac

Read our privacy statement:
http://go.microsoft.com/fwlink/?linkid=50163&clcid=0x0409

Arnie can you give me any help on whether this is legitimate Embarq tech and how did he happen to run across my post, since I see that he just signed up within the last couple days? I know the embarq.com is only used for employees but this is a bit scary.

 

Lamont, you can check this post also regarding the F-Secure errors.

http://www.windowsbbs.com/windows-vista/76487-f-secure-detects-mswinsck-ocx-infected.html#post414650

Yes I do have other security software on my computer, but not virus or firewall software and windows firewall is turned off. I have Spyware Blaster, IE Spyads/Zoned Out and use a custom hosts file, those are the only things that run at startup, AdAware and Spybot are manual runs (teatime is not enabled).

I prefer to have security that protects me in "realtime" rather than have it "try" to remove an infection after the fact, in a lot of cases it will not remove it unless you run it in safe mode (and sometimes not even then) and if I remember correctly I cannot do a scan with your Security Suite in safe mode.

Please PM me your Embarq ID, after verification with Embarq I will consider PMing you my phone #. I didn't mean to sound rude in previous post, it just kind of took me by surprise that someone on a forum would ask for your phone #.