AlSky

Hello, Marcos. Thanks for answer. I sent you through PM the link with a new Log Collector I did just after the last event of high usage of RAM after on-demand scan. It will have more useful information than previous one, because the one I sent you first was done after reinstalling the ESET product. Also is possible comparing both logs and check differences of ESET working before and after on-demand scan.

But all customers pay the same when we purchase our license. It isn't a valid argument that ESET has no interest in fixing problems for customers using a minority OS. I paid the same as you and everyone and I have the right to demand the same support. And if not, let ESET warn: "If you use the following OS (list) we won't be responsible for how the ESET product will work or solve any problems that arise". But they don't, so I have right to support. No more than others, no less than others. On the other hand, we don't know if the problem is related with the OS. Maybe yes, maybe not. So far, in the absence of a thorough analysis, the evidence points to a memory leak problem after doing an on-demand scan. The memory used is not free after it as it used to be (and as it should be anyway). Memory leak isn't a problem of the OS but of the specific software, in this case it's the ESET software. On the other hand, I don't understand the apathy of the administrators. I thought that the Spanish support was bad, but I have seen that here is even worse. Administrator Marcos answered quickly requesting to dump of ekrn and log with Log Collector. As the English language isn't my native league and there are technical words that I don't understand well, I asked to indicate me with some screenshot how to do a dump of ekrn because I wanted neither to lose my time nor that of other persons doing a dump incorrectly. In other threads I have seen that are shown screenshots with the options that there is necessary to enable and disable in order to do some things. It isn't to ask too much the same deference. But there was no answer. With something of patience on the same night I managed to do a dump of ekrn and the Log Collector (that last yes I knew how to do it). I sent it two times through PM to the administrator, two times because sometimes the reception of the MP can fail. No answer. Marcos has answered in this same thread to other users (to you between them) but not to the author of the thread. Honestly, I don't understand the behavior of the administrator. In any case, he does a disservice to ESET.

Hello. I'm getting Windows updates monthly. Microsoft will release updates till January 2023. Here it's explained: https://answers.microsoft.com/en-us/windows/forum/all/windows-81-support-will-end-on-january-10-2023/68a198b3-7f64-44bb-bd1d-a8099958f6a5 So, by now, I'll receive updates as usual. Last update was in March with absolute normality. On the other hand, I plan to buy new computer this year, I won't wait till 2023. But the solution to this problem isn't to buy a new computer with Windows 10 or upgrade to that OS. The problem I'm currently experiencing is related to ESET and there is no guarantee that I won't suffer it on Windows 10 as well. This ESET problem has appeared recently, something fails, although since version 13.2.14.0 and later the ESET product gives me numerous bugs and erratic behavior (de-synchronization of the update module, problems updating (one day stopped searching for updates and there was no way I could update, I had to reinstall), protected browser that stops working) that technical support has been unable to fix. My technic friend told me that if the problem affects only one program, the logical thing is to first rule out bugs in that program. Microsoft told me the same thing. I explained the problem, and I was told that if the problem affects a single program and that program isn't part of Windows, first I should ask the program support service for help. And here I am, but those who can do something don't.

Thanks, itamn, for answering me, which the administrators don't do. High RAM usage is the first time I've noticed it. Otherwise, I wouldn't worry. But it is the first time, before the use of RAM was rarely exceeding 200 Mb. Nor would I worry if ESET used a lot of RAM for scan and then returned to normal. It is normal, programs and processes use more RAM during their operation. The problem is that it doesn't return to normal level, I already said: the RAM used is permanently occupied even if I switch off the computer and the only way to recover it is by uninstalling the ESET product or forcing the shutdown of the computer (forced shutdown). This is neither normal nor acceptable. That's why it seems like a memory leak problem that is only solved by closing the process (forced shutdown is a way to close the process) or reinstalling the program... until you ask him to do again (scan) which causes the problem. I think something has had to change in some recent update of the scan module and so now it looks like what I indicated above: now the scan record show "Working Memory = C :\Windows\explorer.exe - is correct". Working Memory, RAM. And that may be causing the problem. But in ESET nobody wants to know anything, it is easier to say, without proof, without even a Log Collector: "It is a problem of your computer". It's the most easy answer. Outrageus.

I did it. That's why I came here looking for help. Technical support recommended uninstall and reinstall the ESET product. When it was seen that it didn't solve the problem, the support told me "it is a problem of your computer" without asking not even a Log Collector nor any other additional analysis. Simply they washed their hands of the problem. It's outrageous. The technich computer I mentioned above told me that you can't say so lightly that it's a problem on my computer without aditional tests. Just it's that: ESET is washing their hands of the problem.

Yes, you are right, it's Windows 8.1. I found out that the problem happens just after on-demand computer scan. The first time was the March 28th, after scan, the usage of RAM reached 821 Mb and 25% of RAM. I uninstalled the ESET product in Safe Mode and reinstalled it. Immediately after installation the use of RAM was 164 Mb (normal) which grew to stop at 340 Mb. (This hapened last March 29th.) Yesterday I did a new scan and RAM usage reached over 700 Mb. I switched off the computer, waited more than 13 hours before switching on. No, like the previous time , more than 13 hours later and memory had not been free. I forced the switched off of computer (it must not be done, but I didn't find another solution to close the process ekrn.exe without uninstalling again) and after this forced switched off the use of memory is relatively normal again: right now 270 Mb. A computer friend of mine has told me that, in the absence of other problems with the computer or programs, ESET being the only one affected, it seems as if after on-demand scan the antivirus could not free the memory used. But then it would be a problem of the antivirus. So, right now I can't use the on-demand computer scan except if I'm ready to uninstall and reinstall ESET every 10-15 days, or to force the switched off of the computer. And no, I don't want to do either. I wonder if something has changed in the way ESET does on-demand computer scan. Until mid-March the analysis record did not show something that since the end of March it does: Working Memory = C :\Windows\explorer.exe - is correct May it be the cause?

The problem appeared in last days. That's the point. I didn't change anything, but ESET started to work badly.

More than 600 Mb...

Marcos, look the screenshot. After scaning the computer the usage of RAM raised above 500 Mb and doesn't return to normal usage. That's too much! Does it means I can't make scans of the computer? I sent you a week ago the Log Collector you asked me for, no news. Wha's happening with my ESET product?

I didn't observe the release of memory after extended power down state. My computer may be up 13 hors without use and when I switch on it again the usage of RAM by ESET is the same as when I switched it off. Don't know what's the cause and I'd appreciate the support of administrators. because this happened recently, it dodn't happen previously.

The point here is that your memory usage changes. It grows and decreases. It fluctuates. Mine only grows or, at best, remains high without decreasing. And it seems that administrators don't give a solution. I'm still waiting for an answer.

Hello and sorry for my delay answering you. No, I have disabled the Eset Idle-time scan option. So, the cause should be other one. It's really strange.

Hello, Administrator Marcos. It's normal that ESET product has a high use of RAM during scan, but what about using permanently more than 300 Mb and growing? That's the point.

I know that a computer running permanently accumulates a use of RAM that becomes higher with the time passing (although, in the absence of software failures, the solution is as simple as switching off the computer and switching it on after a while). But no, it isn't my case. My computer is working around 6 hours per day (sometimes 7 hours). Just the time I need for my tasks. So, the problems is another one.

Hello. I have 5 Gb of RAM, but the point here is that the use of RAM byekrn.exe stays stable and grows. If the high use of RAM was punctual and due to some activity (scan, for example) and then it would return at normal levels, I wouldn't worry. The problem is that it uses a high percentage of RAM constantly and keeps on growing, it never diminishes at normal levels. (For me, I consider normal up to 200 Mb in situation of no scan, scanning I understand it can reach more, perhaps 300 Mb. But It's using more than 340 Mb without scanning and with all programs -browsers, players, Office, Task manager- closed.)

I also don't know what to do with this issue. On my side, I would accept for a 100 Mb RAM usage. It was usually 140-180 Mb up to 200 sometimes. Right now it's very superior and it's still growing. I hope soon there will be some answer from Administrator. Good luck!

Hello. Mine is Intel. Since mine doesn't drop but keeps increasing the use of memory probably it's a leak memory problem. Anyway, I'm waiting for the answer of the administrtor Marcos.

Possibly it is what you indicate, the important thing would be to know what is the cause and what is the solution applicable to the problem. I'm waiting for Marcos's response to the Log Collector I sent him as requested.

Keeps increasing the use of RAM. All programs closed and if yesterday night it was 304 Mb, now it's 326 Mb. Just increasing the use without aparent reason. I could understand if it increase and decrease with the use of programs, but it is just increasing and never decrease to previous levels.

Dear sir, I appreciate your input. The fact is that you admit that this ESET service has never consumed more than 140 Mb in yoir computer. I can say that I have never used more than 200 Mb, often less. And now, for some reason, it consumes considerably more. And the screenshot was made with programs closed, including File Explorer. There must be some malfunctioning. I hope the Administrator Marcos will answer after sending him the Log Collector.

Thank you so much for answering. Sorry, my ability to communicate in English isn’t good and there are technical concepts that I don’t know well, could you explain with images the options that I have to select in Tools – Diagnostic, please? I know how to make a Log Collector, but no how to create a dump of ekrn. Thanks in advance. Here the image of use of RAM. Right now it ranges from 303-306 Mb.

Hello, I use ESET Internet Security 14.0.22.0, and some days ago I found out that ESET Service (ekrn.exe) was using constantly 820-821 Mb of Memory (RAM). I uninstalled the product with the uninstaller in safe mode, reinstalled it, but didn’t help: after the reinstallation the use of RAM was ‘only’ 264 Mb (and still it seems to me high), but in only 24 hours it raised up to 279, 288, up to 306 Mb right now. If this continues so will reach again in few days 800 Mb. Let it more time and who knows what use of RAM will reach. Since reinstalling doesn’t help, I’d like to know why is this happening and what to do to fix it. Thank you, Al