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IT-user

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    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    On 2/8/2024 at 3:58 PM, IT-user said:

    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.

     

    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?

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    18 minutes ago, Marcos said:

    The issue would need to be reproduced on our end but we were unable to reproduce it. Please raise a support ticket so that it's tracked in the ticketing system.

    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.

     

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    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.

     

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    1 hour ago, Marcos said:

    Could you try switching to the pre-release update channel at least some of the troublesome machines to check if the issue persists with the latest 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

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    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. 

     

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    On 12/9/2023 at 11:43 AM, JozefG said:

    Please try to switch to prerelease update channel. There is configuration module 2099.7, which should help with the issue. It is scheduled to be released on Monday.

    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.

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    16 minutes ago, Marcos said:

    Configuration Engine module 2099.4 with a fix is now available on the pre-release update channel.

    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

    image.png.f3305fad10a363eb70c4e326f05998a5.png

    Moreover - I assume this pre-release channel is only available for selected testers?

     

    9 minutes ago, Kurt234 said:

    Really interesting. Yes we also use HP Notebooks in our company. And in some of the error logs i can see it aswell, but it is not always the case.

    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. 

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    1 hour ago, Kurt234 said:

    Hi we have the same problem,

    could you manage to fix this problem?

    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? 

     

    1 hour ago, Marcos said:

    This issue should be addressed by the next release of the Configuration Engine module soon.

    When will this update be released approximately? I suppose this update is pushed automatically to the clients?

    Windows temp profile: user profile service failed the sign-in

    in ESET Endpoint Products

    Posted

    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

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