An unexpected error occurs when creating an .ENV file

This document explains how to reinstate a missing envupd.exe file when it is removed by a virus during delivery.

Document 2038  |  Last updated:  01/23/2018 RR2

In some instances, creating an ENV file for report delivery results in an unexpected error.  This is caused by malware (malicious software) on your computer.  The malware removes a file without your consent, which then interferes with the AI Ready plugin's ability to convert your report to the ENV format.

We've done everything we can to communicate the problem to FNC, but until a solution is reached, you'll need to resolve the malware issue with the assistance of a local technician.

If you already removed malware from your PC, skip to Part 3.

Our support team cannot assist with removing malware or viruses from your machine.  We provide the steps below as a courtesy to our customers.  If you don't feel comfortable following this document on your own, please consult a local technician.

Part 1: Remove the FNC folder  |  Part 2: Remove malware  |  Part 3: Replace files

Part 1:  Remove the FNC folder

  1. Close out of any programs you currently have open.
  2. On your keyboard, press Windows key + R.

  3. In the Open: field, copy and paste or type the following and click OKC:\programdata\alamode\mercury\packages\support\fnc

  4. Now, in the window that appears, verify that the envupd.exe file is missing.

    If you see an envupd file, you're not experiencing the issue described in this document.  Give our support team a call at 1‑800‑ALAMODE for further assistance.
  5. Go up a folder by clicking the up arrow, or click the support folder in the address bar.

  6. Right‑click on the FNC folder, and then select Delete.

Part 2:  Download and run the Malwarebytes Anti‑Rootkit software

  1. Click here to download the Malwarebytes Anti‑Rootkit software.
  2. Once the download is complete, open the file and select Run, or simply click Run from your Internet browser.
  3. Click OK to extract the program, and then click Next.

  4. Click the Update button before running a scan on your system.  This ensures that the most recent definitions are used to scan your computer.

  5. Now, click Scan to begin scanning your system.  In the list of results, scroll to the right and look for an item named Rootkit.Fileless.MTGen — there may be more than one entry listed.

  6. Click Cleanup to remove each instance.  Then, click Exit to close the program.
    If Malwarebytes fails to find any root-kit instances try using Norton Power Eraser.  Click here for download and run instructions.

Part 3:  Replace the missing file

If possible, perform this step with a local technician present to ensure that the file remains in place.  If your file disappears again, you still need to remove malware from your machine.

To replace the files that were removed by the malware:

  1. Press Windows Key + R to open the Run dialog box.

  2. In the Open: field, type "%md%\Utils\Setup\MDSuppApps105.exe" and click OK.

  3. In the InstallShield Wizard click Next to continue.

  4. Select Repair, click Next, Install and Finish.

That's it!  Now, simply go through the process of creating your ENV file again.

If your issue persists after following this document, your next step is to seek out a local technician — preferably one that specializes in malware removal.  Once all malware has been removed from your PC, repeat Part 3 above to replace the missing file.

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