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Consumer Products => Avast Free Antivirus / Premium Security (legacy Pro Antivirus, Internet Security, Premier) => Topic started by: desseurat on July 26, 2010, 09:50:23 PM

Title: Help! Avast cannot connect to the server to update!
Post by: desseurat on July 26, 2010, 09:50:23 PM
I have not been able to update Avast! for a few days now, and it's worrying me sick. In the days following the malfunction, windows defender discovered a trojan (that avast did not), and I have been getting the following error.

RunDLL

There was a problem starting C:\Windows\system32\config\systemprofile\Appdata\Local\eduvikki.dll

Access is denied

[ Ok ]

Are these things related?

I tried letting avast pass through the windows firewall, repair it, reinstall it, nothing is working, so I'm removing the network cable until I find a solution. I just bought a windows 7 studio xps 9000, and I do not want to see it brought to its knees before it's a year old.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: desseurat on July 26, 2010, 10:06:19 PM
also, avast shows this message:

Last encountered error: cannot connect to a868sl.avast.com (174.36.159.206:80)
Total time: 1:01
Title: Re: Help! Avast cannot connect to the server to update!
Post by: DavidR on July 26, 2010, 10:15:51 PM
Well that file name appears to have been randomly generated as the only hits are on this forum, not something I would expect even with it in a sub-folder of system32.

You don't say what WD found (malware name and file name) and where (folder), etc. which would helped a lot ?

I suspect it may have been the same, and it hasn't removed the registry entry trying to start this file so you would get an error. I certainly think this file may have been malicious, but I don't know if it has anything to do your inability to update, which I think is more likely to be firewall blocking.

What happens if you try a manual update ?
What avast version are you using 4.8 or 5.0 ?

I will assume avast5 for these instructions:
What is your firewall ?
Does it allow avast.setup internet access ?
- If it does delete the entry for it and do a manual update, this should force the firewall to ask permission again.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: desseurat on July 27, 2010, 12:48:26 AM
I am using Avast! 5.0, and Windows Firewall for my current firewall. I cannot find avast.setup to let it through the firewall

I will list all virus attacks recorded by Windows Defender

7/26/2010 3:25PM
Trojan:Win32/Hiloti.gen!D
Resources:
file:C:\Windows\sysWOW64\config\systemprofile\AppData\Local\eduvikki.dll
regkey:HKLM\SOFTWARE\Wow6432Node\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\Fyecifopawuq
runkey:HKLM\SOFTWARE\Wow6432Node\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\Fyecifopawuq

7/26/2010 12:43PM
TrojanDownloader:Win32/Renos.KF
Resources:
file: C\Windows\Tasks\{8CFDD81-7AE0-4605-AF6A-2488B179F2A3}.job
file: C:\Windows\TEMP\Czl.exe
process: pid:2784
regkey: HKCU@S-1-5-18\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\XA5RJ9EADJ
runkey: HKCU@S-1-5-18\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\XA5RJ9EADJ
taskscheduler: C\Windows\Tasks\{8CFDD81-7AE0-4605-AF6A-2488B179F2A3}.job

7/26/2010 12:43PM
TrojanDownloader:Win32/Renos.LX
Resources:
file: C\Wndows\Tasks\{35DC3473-A719-4d14-B7C1-FD326CA84A0C}.job
file: C:\Windows\TEMP\Czk.exe
process: pid:2804
taskscheduler: C\Windows\Tasks\{35DC3473-A719-4d14-B7C1-FD326CA84A0C}.job

7/26/2010 12:25PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:3860

7/25/2010 9:12PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:5772

7/25/2010 8:23PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:4508

7/25/2010 7:46PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:5596

7/25/2010 7:34PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:4080

7/25/2010 6:44PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:3256

7/25/2010 6:12PM
TrojanDownloader:Win32\Renos.MQ
Resources:
process: pid:4008

7/25/2010 6:12PM
Trojan:Win32/Hiloti.gen!D
Resources:
file: C:\Windows\sysWOW64\config\systemprofile\AppData\Local\d1DHRL.dll
file: C:\Windows\TEMP\ncyvoe.exe
process: pid:3284
process: pid:6036
regkey: HKCU@S-1-5-18\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\Xgogofikahasaf
runkey: HKCU@S-1-5-18\SOFTWARE\MICROSOFT\WINDOWS\CURRENTVERSION\RUN\\Xgogofikahasaf
Title: Re: Help! Avast cannot connect to the server to update!
Post by: DavidR on July 27, 2010, 01:34:32 AM
The avast.setup file is only created before the actual update and it is created in the C:\Program Files\Alwil Software\Avast5\Setup folder. I don't know if that is the same for win7, but it is in the avast5/setup folder when created, so you could manually create the path and paste it into the firewall.

Presumably you have the outbound protection of the win7 firewall enabled as I don't think it is enabled by default (I don't use win7).

Yes it looks like the eduvikki.dll file was removed but there is still a registry entry for it. So you you could either search for any registry key with eduvikki.dll in it or it may be better to try some other tools.

It may be that the registry keys below the infected file names in the WD log is where there is an entry to run the respective files, so check and see if they are still in the registry.

If you haven't already got this software (freeware), download, install, update and run it and report the findings (it should product a log file).

Don't worry about reported tracking cookies they are a minor issue and not one of security, allow SAS to deal with them though. - See http://en.wikipedia.org/wiki/HTTP_cookie (http://en.wikipedia.org/wiki/HTTP_cookie).
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Pro Geek on July 28, 2010, 02:26:13 AM
I had the same problem and solved it this way:

-Go to add/remove programs
-On the listing for Avast select Add/remove
-click on proxy settings
-select Direct connection (no proxy)
-click ok, then cancel, then yes

Hope this helps you solve your problem.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: DavidR on July 28, 2010, 03:08:34 AM
Whilst the OPs problem is different to what you describe - you don't have to go to those lengths, as those settings available through the avastUI, Settings, Updates, Proxy Settings.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: natvlegl on July 30, 2010, 12:30:30 AM
I can't get my Avast to update either and can't find how to post a new post of my own on this. I've seen this one I'm now "replying" too with the same issue, but I think my PC "symptoms" are a little different than either of the other 2 recent "can't update" but am not sure.

I have WinXP.  I have tried both manual and automatic updates for avast and neither will connect.  It trys to update for awhile and then comes back with a can't connect to server regardless.  It did this before I did an uninstall and reinstalled.  1 time (before) I got it to update from the safe but networked menu and it ran a good scan than time and found several viruses, trojans, etc.  Then I could not make it update again from boot or Avast so I did the uninstall/reinstall.  It still won't update from either boot or Avast settings.

I do believe something is going on (like virus/trojan or something) but Malware has failed to find anything either.  Boot scan with Avast (without updates) has not shown anything, but it is acting just as though there IS something...hanging up in different applications, etc.  and the fact that it will not update. Malware updates though???

I don't think I use any proxies.  Anything else I can try?  Is this updating issue within Avast??

Thanks for help.  Joyce

Title: Re: Help! Avast cannot connect to the server to update!
Post by: Pondus on July 30, 2010, 01:08:47 AM
Quote
can't find how to post a new post of my own on this.
When you are here (  http://forum.avast.com/index.php?board=2.0  )
just under " search " in top right corner, you will see " new topic "
Title: Re: Help! Avast cannot connect to the server to update!
Post by: GARNIERJ on August 01, 2010, 10:47:04 AM
Thanks to Pro Geek. Your post helped me to solve my Avast update problem.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: thebay on August 01, 2010, 08:59:34 PM
i tried all of this - but nothing helped me solve the "server not available"-problem.
any more suggestions please?
thanks a lot
Title: Re: Help! Avast cannot connect to the server to update!
Post by: essexboy on August 01, 2010, 09:20:15 PM
Go to Control Panel and select Internet Options
Select the Connections TAB
Select LAN settings button
Ensure there is no tick in the Proxy Server box
Select OK and restart Internet explorer


And for Firefox there are instructions on this page  (http://davidtse916.wordpress.com/2008/07/05/university-of-otago-firefoxs-proxy-auto-detection-problem-in-vista/)and you want the setting to be no proxy
Title: Re: Help! Avast cannot connect to the server to update!
Post by: thebay on August 01, 2010, 09:56:36 PM
neither LAN settings (there wqas no tick) nor Firefox settings enabled avast5 to update. (automatic and manuel does not work)
Title: Re: Help! Avast cannot connect to the server to update!
Post by: BODA on August 02, 2010, 01:23:24 PM

Maybe this will solve your issue.

1. Settings
2. Updates
3. Proxy setting
4. Direct connect no proxy

Good luck....

BODA
Title: Re: Help! Avast cannot connect to the server to update!
Post by: thebay on August 02, 2010, 03:36:35 PM
nope
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 02, 2010, 09:10:44 PM
nope

FYI: thebay's problem is solved now...! (german subforum)
Was a conflict with Ashampoo. ;)
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: SafeSurf on August 03, 2010, 01:03:57 AM
Thanks Asyn.  I've noticed a few others on the forum with Ashampoo FW having conflict problems as well.  Thanks for passing the word along.  ;)
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 03, 2010, 11:03:49 AM
Thanks Asyn.  I've noticed a few others on the forum with Ashampoo FW having conflict problems as well.  Thanks for passing the word along.  ;)

No problem..!
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Ganpixie on August 03, 2010, 01:19:41 PM
nope

FYI: thebay's problem is solved now...! (german subforum)
Was a conflict with Ashampoo. ;)
asyn


Since installing v5.9.594 I have been having this "cannot connect to server" issue.
[I used the "aswClear5.exe" to remove version 4 before installing v5]

Found this forum and have today just discovered the reference to Ashampoo that I also use ???

What exactly is the FIX for this - do I have to remove Ashampoo or is there a work-round.

I note that in the Ashampoo listings I have THREE entries for "avast.exe" and one for "AvastUI.exe".
All of the above are indicated as having full access rights ???

Your help on this would be greatly appreciated.

I was beginning to think it had been a BIG mistake to accept the update to v5 after having used Avast AV for about three years now with NO previous problems.........

K.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 03, 2010, 01:43:26 PM
What exactly is the FIX for this - do I have to remove Ashampoo or is there a work-round.

Yes, uninstall it and use another free FW..! (eg. Comodo, PCTools, etc...)
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Ganpixie on August 03, 2010, 02:08:26 PM
What exactly is the FIX for this - do I have to remove Ashampoo or is there a work-round.

Yes, uninstall it and use another free FW..! (eg. Comodo, PCTools, etc...)
asyn


Thanks for your very quick reply..............

I shall remove Ashampoo and go back to Comodo that I used to use some time ago (can't really remember why I changed to Ashampoo :o)

K.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 03, 2010, 02:13:18 PM
Thanks for your very quick reply..............

You're welcome..!
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Ganpixie on August 03, 2010, 02:31:33 PM
Thanks for your very quick reply..............

You're welcome..!
asyn


Yeah!!!

Ashampoo - OUT

Comodo - IN

Updates running freely ;D ;D ;D

Thanks again.

K.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: thebay on August 03, 2010, 06:52:56 PM
asyn was much faster than me.
he said all you need.
also in forum - thanks asyn, was a long way to find out that ashampoo is the problem
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 04, 2010, 09:00:50 AM
Good, it's solved for both of you now..! :)
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: mountain60 on August 08, 2010, 06:21:19 PM
BODA's steps solved my problem!  Thanks, BODA!   :)

1. Settings
2. Updates
3. Proxy setting
4. Direct connect no proxy
Title: Re: Help! Avast cannot connect to the server to update!
Post by: kglibow on August 10, 2010, 10:44:18 AM
I have the same update problem: "Error: Cant connect to server"
Windows xp, Avast 5 0 594
I have tried all of the above susgestions but the problem persist unfortunatelly.
I disabled avast proxy and checked to have no windows proxy.
Shut down Ashampoo and windows firewall.
Anything else i can do?
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 10, 2010, 01:07:57 PM
Shut down Ashampoo and windows firewall.
Anything else i can do?

Uninstall Ashampoo, shutting it down is not enough...
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 12, 2010, 01:54:21 PM
What exactly is the FIX for this - do I have to remove Ashampoo or is there a work-round.

Yes, uninstall it and use another free FW..! (eg. Comodo, PCTools, etc...)
asyn


I'm having the very same issue since I upgraded to Avast 5 from my good old 4.8 version. Tried everything suggested (i.e. unistall, run cleaup utility, reinstall, repair from Control Panel, set "no proxy" option) and still no updates (neither manual nor automatic).

I also use Ashampoo Firewall with good results. I've tried many, many firewalls with poor results, (Comodo, Zonealarm, McAfee Personal FW, Agnitum Outpost FW, etc.), so I *don't want* to remove it.

Will Avast 5 solve this issue in a future version (if Avast 4.8 can update, then it's not an Ashampoo issue) or should I get rid of Avast 5?

Thanks.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Lisandro on August 12, 2010, 01:59:36 PM
Will Avast 5 solve this issue in a future version (if Avast 4.8 can update, then it's not an Ashampoo issue) or should I get rid of Avast 5?
Well, it seems an Ashampoo problem and not avast's one...
Did you test removing avast entries of Ashampoo program list, boot, allow avast access again?
Title: Re: Help! Avast cannot connect to the server to update!
Post by: DavidR on August 12, 2010, 03:55:38 PM
Will Avast 5 solve this issue in a future version (if Avast 4.8 can update, then it's not an Ashampoo issue) or should I get rid of Avast 5?

There are numerous such examples in the forums that Ashampoo is blocking the avast.setup (updates) and once uninstalled and replaced by another firewall it miraculously works.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 12, 2010, 05:15:39 PM
Did you test removing avast entries of Ashampoo program list, boot, allow avast access again?

I just did it. No luck. Both Automatic and manual updates fail. Message is "can't connect to download738.avast.com (208.43.71.131:80) or something like that. Please consider I'm translating this message from mi Spanish language Avast.

Program updates also fail, but work from Control Panel -> Add/Remove programs -> Avast -> Update

Virus definitions updates only work by manually downloading vpsupd.exe.

I'm using Windows XP, Avast 5.0.594 and Ashampoo Firewall 1.20.

Thanks
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Gopher John on August 12, 2010, 05:27:03 PM
http://forum.avast.com/index.php?topic=61085.0 (http://forum.avast.com/index.php?topic=61085.0) thread has 102 posts.  It took quite a while before the OP finally was convinced to uninstall AShampoo and use another firewall.  I wonder how many posts it will take this time. ::)
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 12, 2010, 07:19:41 PM
http://forum.avast.com/index.php?topic=61085.0 (http://forum.avast.com/index.php?topic=61085.0) thread has 102 posts.  It took quite a while before the OP finally was convinced to uninstall AShampoo and use another firewall.  I wonder how many posts it will take this time. ::)
It's a matter of choice. What I want to keep? A not-fully tested release of Avast or my well known firewall? Should I change to Comodo firewall or to AVG or Avira?  8)

Avast developer team should take this in consideration and go back whatever they do to the update module, as it was in v4.8.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 12, 2010, 10:33:26 PM
http://forum.avast.com/index.php?topic=61085.0 (http://forum.avast.com/index.php?topic=61085.0) thread has 102 posts.  It took quite a while before the OP finally was convinced to uninstall AShampoo and use another firewall.  I wonder how many posts it will take this time. ::)

Some prefer the long/hard way... ;)
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Lisandro on August 12, 2010, 10:58:41 PM
but work from Control Panel -> Add/Remove programs -> Avast -> Update
The same process is invoked in all these situations... Strange behavior that works sometimes and fails in others.
Please, upload (attach) the avast log: C:\Program Files\Alwil Software\Avast5\Setup\setup.log
(or the shorter C:\Users\All Users\Alwil Software\Avast5\log\Setup.log).

If the file is too big for the forum, post the last 400-500 lines of it.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 14, 2010, 04:28:22 PM
Please, upload (attach) the avast log: C:\Program Files\Alwil Software\Avast5\Setup\setup.log

Thanks, I'm attaching what I think is the relevant part of a big file (4500 lines).

Title: Re: Help! Avast cannot connect to the server to update!
Post by: Lisandro on August 14, 2010, 04:44:27 PM
server.def couldn't be downloaded.

Please, check:

1. Your subscription (license) status.
2. The system time and date.
3. If your firewall settings and allow avast.setup to connect. Maybe you should 'remove' avast.setup entry, try to update, receiving a new alert from the firewall, allowing it and checking it to remember.
4. Check your proxy settings into avast!: Settings > Updates > Proxy Settings. Try switching from "Auto-detect" to "No proxy".

0x20000004 error is a "proxy down" error, i.e., server unreachable (or, in other words, "cannot connect to the updating server"). Is there any other Firewall installed on the machine besides Windows own firewall? Have you had any previous anti-virus program installed on this computer before installing avast? The last way is check your hosts file to see if there are any entries that could be blocking avast's update servers. A blank "default" configuration of the windows hosts file should basically have only one entry (127.0.0.1 localhost).
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 14, 2010, 07:30:10 PM

Thanks for your quick reply. I'm answering your part by part:

Please, check:

1. Your subscription (license) status.
2. The system time and date.
3. If your firewall settings and allow avast.setup to connect. Maybe you should 'remove' avast.setup entry, try to update, receiving a new alert from the firewall, allowing it and checking it to remember.
4. Check your proxy settings into avast!: Settings > Updates > Proxy Settings. Try switching from "Auto-detect" to "No proxy".

1. Avast 4.8 was activated up to November 2010 before upgrading to 5.0. No problems with that.
2. My system synchronizes itself to clock.psu.edu every time I reboot.
3. Yes, I've had more than one entry for it. I tried removing all of them and allowing Avast full Internet access when prompted. Didn't work.
4. Already done. No luck.

0x20000004 error is a "proxy down" error, i.e., server unreachable (or, in other words, "cannot connect to the updating server"). Is there any other Firewall installed on the machine besides Windows own firewall? Have you had any previous anti-virus program installed on this computer before installing avast? The last way is check your hosts file to see if there are any entries that could be blocking avast's update servers. A blank "default" configuration of the windows hosts file should basically have only one entry (127.0.0.1 localhost).

Yes, I've had Ashampoo Firewall 1.20. No prevoous Antivirus (besides Avast 4.8) Avast has been my only antivirus for many years. My hosts file only has the localhost entry.

Now I've removed Ashampoo Firewall and replaced it with PCTools FW. Avast is updating now, but I wonder why can't I use Ashampoo as firewall.

Thanks
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Lisandro on August 14, 2010, 07:34:38 PM
but I wonder why can't I use Ashampoo as firewall
You're not alone. There are A LOT of Ashampoo users with the same problem.
I think Ashampoo team should take a look on this. I don't think the problem is avast related (as it works with all other firewalls).
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 14, 2010, 07:37:10 PM
Now I've removed Ashampoo Firewall and replaced it with PCTools FW. Avast is updating now, but I wonder why can't I use Ashampoo as firewall.
Thanks

http://forum.avast.com/index.php?topic=61083.msg517151#msg517151
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 14, 2010, 08:28:57 PM
Now I've removed Ashampoo Firewall and replaced it with PCTools FW. Avast is updating now, but I wonder why can't I use Ashampoo as firewall.
Thanks

http://forum.avast.com/index.php?topic=61083.msg517151#msg517151
asyn

Quote
There's a known bug in Ashampoo that prevents the popups from being displayed for services that don't have the "Interact with desktop" flag set (such as the avast service).



Interesting. Then I'd could manually add full access to whatever Avast process need it. I already tried it with AvastSvc.exe, and still no updates. Is there any other process involved?
Title: Re: Help! Avast cannot connect to the server to update!
Post by: Asyn on August 14, 2010, 08:42:52 PM
Interesting. Then I'd could manually add full access to whatever Avast process need it. I already tried it with AvastSvc.exe, and still no updates. Is there any other process involved?

Interesting, that you try to tweak it..!! ;D
avast.setup is also involved...
Good luck,
asyn
Title: Re: Help! Avast cannot connect to the server to update!
Post by: icardoth on August 15, 2010, 02:54:17 AM

avast.setup is also involved...


Couldn't find avast.setup as a file, and as you've have said, it does not trigger Ashampoo FW.  :(
Title: Re: Help! Avast cannot connect to the server to update!
Post by: DavidR on August 15, 2010, 03:24:02 AM
avast.setup is only created at the time of the update and is located in the C:\Program Files\Alwil Software\Avast5\Setup (XP Pro users) folder when created. So you could try manually creating an entry for it in ashampoo.
Title: Re: Help! Avast cannot connect to the server to update!
Post by: jadinolf on August 15, 2010, 03:32:02 AM
http://forum.avast.com/index.php?topic=61085.0 (http://forum.avast.com/index.php?topic=61085.0) thread has 102 posts.  It took quite a while before the OP finally was convinced to uninstall AShampoo and use another firewall.  I wonder how many posts it will take this time. ::)

Some prefer the long/hard way... ;)
asyn


Yep >:(
Title: Re: Help! Avast cannot connect to the server to update!
Post by: anomaly7 on October 22, 2010, 10:27:08 PM
Wow, thank you for posting this. This worked for me too.
I'd tried calling technical support and got someone in India who wanted to fix my registry and actually said, "You know I'm working with a computer too, and you need to do maintenance and let me remotely fix this for you." I told him my Avast worked fine before the update, couldn't he just tell me how to fix my connection to the server problem? He said he'd put me on hold and have a technician help me in a few minutes. I said, you're telling me you want to fix my registry, but you can't tell me how to fix my connection problem?" Needless to say, the conversation ended soon afterwards.
Thanks again for the post-


I had the same problem and solved it this way:

-Go to add/remove programs
-On the listing for Avast select Add/remove
-click on proxy settings
-select Direct connection (no proxy)
-click ok, then cancel, then yes

Hope this helps you solve your problem.