IT-user

Update: With fast start-up I managed to eliminate this problem on several computers. So if you still encounter this problem, try to turn this off.

FYI: With 'Fast start-up' both enabled in windows and bios, I had this problem from time to time. Now I've disabled it and so far no boot problems. So my suggestion to others with this problem is to disable this (not sure wether it's also necessary to disable it in bios, but it doesn't hurt I think)

Another update: Yesterday I've enabled 'fast start-up' on my pc, and this morning I encountered the login problem after months without it. So maybe this might something to do with it? Could others try to disable it to see whether this affects the problem?

FYI: this didn't had any effect on my problem. I installed the UWP on my laptop and didn't encounter login problems whereas the PC's on which I deleted this, did suffer from the login problem afterwards. Any progress on the side of eset @Marcos?

See my post from earlier today: maybe try to install the UWP app 'HP Programmable Key' and see if it's reproducable I've installed it myself and see if I'm affected by the problem myself in the coming days.

I might be after something. I've noticed the following event entry for one of our users which experiences this problem: Custom component was loaded by another process (Registry Lock). Process name: C:\Windows\System32\DriverStore\FileRepository\hpqkbsoftwarecompnent.inf_amd64_02c16d71fe8a4b6a\HotKeyServiceUWP.exe, PID: 6464, ProfSvc PID: 1872. The registry file cannot be deleted from memory. The memory for the register is not fully available. This issue may be caused by services running as a user account. Try to configure the services to start as a LocalService or NetworkService account. (FYI: i've used google translate so this error text might not be 100% correct in English) This HotKeyServiceUWP.exe, references to the following UWP app: HP Programmable Key Within the services of the pc, I've noticed the following service which was set to autostart: HP Hotkey UWP¨service. I've disabled this service (the removal of this UWP app will probably do the same) and now I'm waiing to see if this proble does happen again. I'm not 100% sure whether this will finally resolve the problem, but it might be a good try as most of us who are experiencing this problem are using HP laptops so probably this UWP app will also be installed on them.

@Marcos Today one of our users complained she had the same problem even after updating to configuration module 2099.8

OK I've switched to pre-release channel for the affected machines. They now have Endpoint security 11.0.2032.0 & Configuration module 2099.8 I'll keep you updated when the problem occurs again

Hello, Here is also some relevant info about our environment: HP laptops (mixture probooks + Elitebooks) with Windows 11 pro with bitlocker enabled NOT domain/AD joined - no microsoft account Eset products: Endpoint security 10.1.2058.0 Configuration module 2099.7 Detection Engine 28539 The problem is less present since I've started this topic (early November) but it still persists for some users. Let me know if you need more information.

If you've switched to the prerelease channel, could you easily switch back to normal channel? I don't want my clients to run sort of beta-software. Only to solve this annoying problem, I think it would be helpful to go to pre-release channel. Link to KB article on how to change update channel.

@Kurt234 Good advice, I'll also let our users know to first make a cup of coffee 😊. No, it's really helpful I'll try it the next time. It's better than rebooting & praying that the own user profile is loaded.

@Kurt234 Could you explain a bit more? How long does he wait (e.g. 1 minute or until something appears on the screen?) thx for the suggestion

OK thx for the extra information. FYI: the user profile is not actually deleted. The matter is that the user profile folder is changed to c:\users\temp instead of its own personal folder. The same problem as described in this link (when the problem occurs, applying the regfix solves the problem but of course this is not a long term solution).

The same within our company: one user with configuration module 2099.6 still receives the same error (The user profile service service failed the sign-in. User profile cannot be loaded) from time to time. @Marcos what is the status of this issue?

Thanks for your reply. I notice that I'm still on an older version for the configuration module: IThe new update will probably take some time to reach our environment I guess. However, we haven't encountered this temp profile problem for over a week now (knock wood).

Where can I get this version of the Configuration module? I cannot find it neither in eset cloud nor in the client itself

I've noticed my Eset has been updated to the following version: @Marcos could you confirm this update contains the fix for the temporary profile problem?

How can you check which configuration engine module is installed? I've tried to search within eset protect cloud -> computer -> details but i guess this version is only for the detection engine? See my example after I've just updated my client Moreover - I assume this pre-release channel is only available for selected testers? The same here, we only see it occasionaly which made me think that Eset was the culprint for the error (as also confirmed by Marcos). Let's hope this update soon hits our environments.

I've posted a support request to eset and they are planning a session with me 16/11/2023 so at the moment no progress on that front. FYI: I've also found a similar event id log at the same time of the login problem.: Event ID 1552: User hive is loaded by another process (Registry Lock) Process name: C:\Windows\System32\SriverStore\FileRepository\hpcustomcapcomp.inf_amd64_44fcd5c63470399d\x64\SysInfoCap.exe This is refereing to HP App Helper HSA service, something that is installed by default on HP laptops apparently. Does this error also appear on your system? When will this update be released approximately? I suppose this update is pushed automatically to the clients?

Ok thx. I've posted a support ticket. I'll keep you informed of the progress.

Since a couple of weeks, some users complain they receive the following message before the login-screen of windows: The user profile service service failed the sign-in. User profile cannot be loaded On signing in, the user is presented with a temporary profile. After a couple of reboots (or deleting the .bak registry key) the user can succesfully log in to his/her profile. Upon digging in the event viewer, I noticed several of the following error at the time of boot-up: Event ID 1552: User hive is loaded by another process (Registry Lock) Process name: C:\Program Files\ESET\ESET Security\ekrn.exe, PID: 3088, ProfSvc PID: 2068. And also: Windows cannot unload your registry file. The memory used by the registry has not been freed. This problem is often caused by services running as a user account. Try configuring services to run in either the LocalService or NetworkService account. DETAIL - Access denied So it seems to me as if Eset is locking the user profile service which causes the issue with a temporary profile. Has anyone else noticed this behaviour & managed to solve this? Below some more information about our installation: Windows 11 (occurs on all versions) Eset 10.1.2050.0 Devices are not domain joined - user is logged on with local user profile Thanks in advance