Jonathan Parker 0 Posted June 14, 2017 Share Posted June 14, 2017 Since updating to the latest version of NOD32 I have seen the page refresh on Chrome slow to an absolute crawl & the CPU usage hitting 33-40% for Ekrn.exe How do I turn off the checking of webpages since this is unacceptable usage in my opinion. I really wish I'd not upgraded now from the version I was running. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,259 Posted June 15, 2017 Administrators Share Posted June 15, 2017 Does the high cpu usage occur only while opening a web page or all the time while the browser is running? What are the hw specs of the machine? Are you able to reproduce it with other browsers as well? Does the problem occur even if you run Chrome without extensions? Does temporarily disabling advanced scanning of browser scripts in the advanced setup -> Web and email -> Web access protection make a difference? Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted June 19, 2017 Author Share Posted June 19, 2017 It seems to be very specific to Chrome. My specs are an i7 920 @ 2.67GHz with 6GB of RAM I tried Chrome without the extensions & the problem persisted. Disabling the browser script scan had no effect. I have noticed that the ESET Service is now using 501,000k+ as well. My PC is rarely switched off & has been running for 4 days now. For the first day or so everything was fine & then slowly this problem has appeared, getting worse the longer the PC runs without a reboot. I am sure the initial memory used by the service was much less than I am seeing now, which makes me suspect there is a memory leak occurring. Link to comment Share on other sites More sharing options...
TomFace 539 Posted June 20, 2017 Share Posted June 20, 2017 (edited) Of course, for the best protection it's always advisable to run the latest version. But should you need to regress, see this: http://support.eset.com/kb2885/ And if you need this "Uninstall or reinstall your ESET home product" http://support.eset.com/kb2788/ Edited June 20, 2017 by TomFace Link to comment Share on other sites More sharing options...
Administrators Marcos 5,259 Posted June 20, 2017 Administrators Share Posted June 20, 2017 6 hours ago, Jonathan Parker said: I have noticed that the ESET Service is now using 501,000k+ as well. That's quite a lot. Please generate a dump of ekrn via the advanced setup -> Tools -> Diagnostics -> Create (dump). When done, compress the dump created in the Diagnostics folder, upload it to a safe location and pm me a download link. Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted June 20, 2017 Author Share Posted June 20, 2017 Link to dump file Here is the dump file you requested. The ESET Service as of right now is using 545,000K+ memory. Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted June 21, 2017 Author Share Posted June 21, 2017 Just as a reference, I just rebooted my PC to see how much memory the service used at bootup. The amount used is under 70,000K Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted July 16, 2017 Author Share Posted July 16, 2017 Any news on this problem? Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted July 28, 2017 Author Share Posted July 28, 2017 I regressed to 9.0.408.0 & see the same issue; a memory leak. Can't understand how this was missed by ESET Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted July 28, 2017 Author Share Posted July 28, 2017 It's also 6 weeks since I reported the issue & supplied the memory dump. How long am I expected to wait for a response??? Link to comment Share on other sites More sharing options...
Administrators Marcos 5,259 Posted July 28, 2017 Administrators Share Posted July 28, 2017 First of all I'd like to emphasize that this forum does not serve as a replacement of contacting customer care when users encounter issues and it's chiefly meant for sharing knowledge with other users. Moderators do their best to respond to queries and assist with issues but since this is a forum, we don't use a ticketing system that is normally needed to track the progress and provide a response within a reasonable time. We have now created a ticket for developers and will keep you posted about the progress. Link to comment Share on other sites More sharing options...
Administrators Marcos 5,259 Posted August 1, 2017 Administrators Share Posted August 1, 2017 In order to find out what exactly has allocated that much RAM, we'll need you to enable ekrn heap tracing by importing the attached reg file in safe mode. After starting Windows in normal mode, reproduce the issue with high ekrn memory usage and manually generate a dump of ekrn via the advanced setup -> tools -> diagnostics - create (dump.) Finally collect logs with ELC as per the instructions linked in my signature, upload the generated zip file to a safe location and pm me the download link. ekrn_heap_tracing.rar Link to comment Share on other sites More sharing options...
Jonathan Parker 0 Posted August 1, 2017 Author Share Posted August 1, 2017 When I try to download the rar file I see the following: Sorry, there is a problem The page you are trying to access is not available for your account. Error code: 2C171/1 Link to comment Share on other sites More sharing options...
Administrators Marcos 5,259 Posted August 1, 2017 Administrators Share Posted August 1, 2017 Please try now, I've adjusted permissions. Also I've amended the instructions since a complete application dump of ekrn will suffice and we won't need a complete memory dump for analysis. Link to comment Share on other sites More sharing options...
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