Troubleshooting
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      2. Troubleshooting

      Sysinfo.ocx Error When Logging In

      Issue:

      If you are receiving a SysInfo.ocx error when attempting to log into Evosus, it may be due to a Microsoft Update to the Windows Defender antivirus program.  


      What you need to know

      • This error is not specific to Evosus Software. It will appear as: sysinfo.ocx
      • Microsoft Windows Defender is incorrectly flagging a safe file as a virus (worm) and deleting it.
      • Evosus uses this file which, after it is deleted, prevents Evosus from starting.
      • When you get an error message, please note the Evosus Version Number (like a 6.x.x type of number).
      • Microsoft will likely issue a new virus definition file so that sysinfo.ocx is not repetitively deleted in the future.

       

      Resolution:

      The solution that follows is working for many but does not work for some Evosus users. Until Microsoft has issued a new virus definition file and updates have run, this might be a temporary solution, or not fix it. 

      1. Identify someone at your company who has IT Administrator rights – this is necessary to be able to fix the issue.

      2. Confirm you know your current Evosus Software version.

      *IMPORTANT: If you are unsure of your version, or your abilities to execute the reinstall, stop here and consult with your IT administrator. If they are unavailable, call Evosus Support and we can help you proceed. 

      • Please note that we are taking calls as fast as possible. 

      • Please leave a detailed voicemail indicating you “have the Windows Defender issue” if you call as it will activate our ticketing software, if you hang up without leaving a voicemail we will not be able to call you back.

      1. Uninstall Evosus.

      2. Reinstall your most recent version of Evosus from the shared file on your server. (Reference the 4th bullet point under “What we know so far” above)

      • Look in the Evosus Shared Folder (not the Support site)

      • If there are multiple Install_Evosus files in the shared folder you’ll need to determine which version of the Install_Evosus to run: Locate the Install_Evosus file from:

      a. Your server > Evosus Share > Software Installation > Install_Evosus (type = Application)
      b. Right click
      c. Scroll down to Properties
      d. Select Details Tab
      e. Look for “Product Version”
      f. Do not use the “File Version”
      g. Write down the Product Version
      h. Cancel this dialog box


      IMPORTANT NOTE

      If you download Evosus from the support site “to fix it quickly”, you may be downloading a version of Evosus that you were not running, which would be especially problematic if there are different versions of Evosus installed across the same network. In this case, we would advise against this typical fix.

       

      If you are tech savvy, you may want to flag “sysinfo.ocx” as a ‘safe file’ in Windows Defender, also known as ‘whitelisting’. Click here for instructions on how to do this.