hi

have you tried running it as admin to see if that makes a difference.

regards

jamie

Malcolm

This post (the first under guides) may assist?

https://helpcenter.websitex5.com/en/post/157225

Jamie - Many thanks for suggestion. Running as 'admin' makes no difference.

Esahc - I have followed the helpcentre user guide post 157225 - but this makes no difference. Within Internet (Whitelisted)" there are no lines which starts with "Winsock:"  jpg image attached.

Further help please as I am 'stuck'.

Malcom - if it was me I would look at the Windows Events logs on the off chance there is something helpful there.

control panel, administrative tools, computer management, event viewer, windows logs, applications (in the past I have wiped the logs so the only entries I see relate to my problem)

This could be another instance of the "Web Companion" program being present on your computer. Use your Control Panel to check installed programs and delete this one if you find it.

Esahc

There are two errors in Event Log that appear to be related to the problem:-

1. Source - Application Error, Event ID - 1000, Task Category - (100)

2. Source - Perflib, Event ID - 1008, Task Category - None

I have no idea what these mean or how to resolve these errors.

Wayne

I have entered ‘Web Companion’ into the ‘Search Windows’ box at the bottom left of the Task Bar. This produces a message – ‘No results found for Web Companion’.

Still not able to use Website X5 – any further help would be really appreciated.

Malcolm, hopefully these details will mean something to Incomedia.

Unfortunately I am having the same problem

Esahc and Steven - very many thanks

Incomedia - help please.

This problem only relates to Incomedia software - all other software that I use runs without problem

Esahc, Steven, Wayne - Evolution 12 works perfectly on my laptop but Evolution 13 will not load. Any further ideas on how to resolve this please?

I'm having the same problem and I'm tired of trying to find a soloution. Shouldn't the software just WORK?

Good luck!

Bob

Hi Bob. I do need some luck now. Getting a bit desperate.

Help please - anyone.

Try "Lavasoft" in your search box, then go to "Programs and Features" in Control Panel and look down the list for any Lavasoft program or Web Companion, just in case it wasn't picked up. Otherwise can you post a full list of the Event Log entries? That might shed some clues. I could run Version 12 perfectly on my desktopo, but not Version 13 until I found the issue. You could try uninstalling any security programs one at a time and see whatr happens.

Hi!

Thank you for contacting us. 

Please, try the following:

- Open the windows start menu or press the Windows Key + R and search for cmd.exe and run it.

- In the Command Prompt enter following command:

lodctr /R

- Press enter

Please make sure you are using your program as administrator.

@Steven and R.Booth: I suggest you open a post if you need help so that we may follow you and help you more quickly. 

Please keep me updated!
Thank you!

Samantha

Wayne - Neither Lavasoft nor Web Companion appear in the list of installed programs - althought there is a folder in Program Files (x86) called Lavasoft - with a sub-folder called Web Companion and a sub-sub folder Application - with some .dll files and .exe programs

Event Log - I tried running Website x5 Version 13 as the first job this morning 11:08 - then checked Event Log entries.

I am attching a jpg. of the first error. Hope this helps

Samantha

Running lodctr /R generates a message "Error: unable to rebuild performance counter setting from system backup store, error code is 5. Thanks for the suggestion. Evolution 12 works fine - but I am still unable to run Evolution 13. This leads me to think that there is some fault in Evolution 13 software. Help please.

Samantha - Sorry - I did not run as Administrator. If I run as Administrator I get a successful message: Successfully rebuilt performance counter setting from backup store. However - this has not fixed the problem - I am still unable to run Ecvolution 13.

Hi Malcolm,

It looks like you have HAD a version of Web Companion on your computer and it has been "uninstalled" but not properly and the files left are what is causing your V13 to not load or run.

Apparently this program can be really hard to uninstall. I had no issues but there are others who have had real problems. Here is a web address for a site that is trying to sell iut's "Total Uninstaller" program but it gives you some good steps to manually uninstall Web Companion:

http://www.totaluninstaller.com/program-uninstall-center/disable-and-uninstall-web-companion/

There is also an entry in Lavasoft's own support forum that has some steps you can take. Here is the address:

http://www.lavasoftsupport.com/index.php?/topic/34311-cannot-completely-remove-webcompanion/

Hopefully you can get rid of it completely! I am pretty sure that it is the source of your problem.

Hello Wayne,

thank you for your answer. The procedure you followed is correct.
Could you please download and install the last update of the software? Once this has been done, please follow the instructions listed in the following post: 

https://helpcenter.websitex5.com/en/post/157225

Waynes suggestion could be correct. In the post I have added you can find instructions to follow if you like. 
Please keep us updated!
Thanks!
Samantha

Samantha - I have downloaded and purchased http://www.totaluninstaller.com/program-uninstall-center/disable-and-uninstall-web-companion/

Have run this and it has successfully deleted all Lavasoft - except Ad-Aware Web Companion.exe. (Message sent to Total Installer help team - and reply awaited.)

I have deleted and re-installed Evolution X5 Version 13 - but it will still not load.

I will keep trying tomorrow evening - but in the meantime any further help would be really appreciated.

Regards, Malcolm

Evolution 13 is still not working on my laptop. To summarize:-

1. Tried running as Administrator - makes no difference.
2. Followed https://helpcenter.websitex5.com/en/post/157225 - makes no difference. There are no lines in Internet (Whitelisted) starting with 'Winsock'.
3. Now deleted all references to Lavasoft / Web Companion (files, programs, etc.) using Total Uninstaller.
4. Run run lodctr /R as Administrator - and it generates a message “Successfully rebuilt performance counter setting from backup store.”
5. Uninstalled both Evolution 12 and Evolution 13 - and re-started my laptop.
6. Re-installed Evolution 12 - and this loads and works properly.
7. Re-installed Evolution 13 - but when loading it still hangs up when ‘Updating libraries’. The Windows message is “Incomedia Website X5 Evolution has stopped working. A problem caused the program to stop working correctly. Windows will close the program and notify you if a solution is available.” Maybe there is some code in Evolution 13 that needs amending?
8. Copy of Event log attached.

Further help required please.

Hello Malcolm,

The issue seems to be caused by msvcr80.dll and in this case try to follow this procedure:

- Open the windows start menu or press the Windows Key + R and search for cmd.exe and whit the rightclick run it as administrator.

- In the Command Prompt enter following command:

sfc /scannow

- Press enter

Once done try to start Version 13 and let me know the results.

Many thanks!

Hello Claudio. Thanks for suggestion.

Running sfc /scannow as administration produced a message:-

Verification 100% complete. Windows Resource Protection did not find any integrity violations.

I then tried running Evolution X5 Version 13 again - but still get the message that it has stopped working.

Help still required please.

Malcolm, since all else has failed, you could try check your hard disk?

CMD (administrator)

chkdsk c: /r

And after it completes, make sure any external drives are not connected before running WX5

If that fails I would resort to a factory default, system restore (assuming you can copy off all personal data and files and the loss of installed software will not be too problematic). Whilst V13 requires a minimum of Win7 SP1, if you have been running Windows 10 I would drive the laptop straight through to the Anniversary Edition, apparently once Win 10 has been on your laptop you are always entitled to re-install it. Hopefully the system restore is as provided with your laptop, not some convoluted Win 10 version put in place by Microsoft during an upgrade.

Good Luck

Esahc

Many thanks for suggestion.

I have run chkdsk c: /r as Administrator - but it has made no difference.

I am reluctantant to resort to factory default - because all other software runs fine on my laptop as does Evolution 12.

This leads me to believe that the problem is rooted somewhere in Evolution 13 and not Windows 10.

Help please

Hello Malcolm,

The message you receive is exactly the same?

On the event viewer screenshot you sent before the fault module was msvcr80.dll and this is a windows component. Please try to run a checkdisk on windows and perform it and then test it again.

Many thanks!

Claudio

Thanks again. I have run chkdsk and message received is "Windows has scanned the file system and found no problems. No further action is required".

Sorry - but Evolution 13 still won't load.

Claudio

I hope you are still trying to find a solution for me. Many thanks for your assistance to date. Malcolm

Malcolm, how long did chkdsk take to run (it should take quite some time)?

The only time I've received "Windows has scanned the file system and found no problems. No further action is required", windows was checking the wrong HD on boot before windows loads.

You may wish to try:-

File Explorer, My PC, right click C:

Select Properties, Tools, Error Checking, if errors are found you should be prompted to repair them.

Hi Esach - When I ran chkdsk it took over two hours. Don't know exactly how long - as I left it running overnight.

Have just tried:- File Explorer, My PC, right click C: - Properties, Tools, Error Checking. It ran for about 10 minutes. Screen message:- "Error checking (Local Disc (C:)). Your drive was successfully scanned.  Windows successfully scanned the drive. No errors were found."

I really do appreciate your continued help.

Malcolm - you really are between a rock and a hard place. I look forward to Incomedia's response.

Esahc

Many thnaks for help to date.

Will Incomedia now reply automatically - or do I need to contact them? (If so do you know how I do this? please?)

Hello Malcolm,

Can you please try the procedure available on https://technet.microsoft.com/en-us/library/cc774913(v=ws.10).aspx since you receive the error 1008 on perlib to see if this helps?

Many thank!

Hello Claudio

The above procedure shows:-

1. Click Start, click All Programs, and click Accessories.
2. Right-click Command Prompt, and then click Run as administrator.
3. At the command prompt, type cd %SYSTEMROOT%\System32 and then press ENTER.
4. At the command prompt, type lodctr:\<ini file>, where <ini file> is the .ini file for the library that you want to reload.

I am okay with steps 1-3 – but what is the <ini file> that I should enter please?

Claudio - Success...!!!

I gave up trying piecemeal fixes for Windows 10 - and simply decided to re-install it.

Settings, Update and Recovery, Reset this PC, Choose an option - 'Keep my Files'.

Still no idea what caused Version 13 to stop working - but all is now fine.

Finally - thanks for all your help - I have learned a lot more about Windows 10 during the process.