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carmik

[SOLVED] NOD32 13.0.24.0 on Win 10: can't keep ESET window open

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I've got a 5 system license that is going to expire in about 10 days. One of this licenses is installed as NOD32, on my Windows 10 Home (build 1909) rig. Had no issue, until this warning appeared. The problems appearing are the following:

* (cosmetic) Every 10-30" the eset icon changes from a green E to a green E with an orange "!" warning (I think it is an exclamation mark). It stays as such for a couple of seconds, then goes back to normal "E"

* (critical) trying to open the eset app, it opens but almost immediately (i) the eset icon is turned into "E" with an exclamation mark and (ii) the eset app window is closed

The behaviour is similar to the one described in

... that is:

The difference between my case and that other one is that in my case NOD32 does not complain about anything at all. It just does this thing with app window and the icon.

I've tried repairing the installation first. It failed, so I made an uninstall and re-install. I did not use the eset cleaner but the settings are brand new. 

(Gawd what an awful quote mechanism!)

Quote

eguiProxy restarts every 10 seconds and steals focus from other apps doing that

eset status changes from "info" to "warning" on every restart of the process

 

Quote

eguiProxy restarts every 10 seconds and steals focus from other apps doing that

eset status changes from "info" to "warning" on every restart of the process

The difference between my case and that other one is that in my case NOD32 does not complain about anything at all. It just does this thing with app window and the icon.

I've tried repairing the installation first. It failed, so I made an uninstall and re-install. I did not use the eset cleaner but the settings are brand new. 

 

 

Edited by carmik

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Please collect logs with ESET Log Collector and provide the generate archive for perusal. We'll check especially if the OS meets minimum system requirements for v13.

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7 hours ago, Marcos said:

Please collect logs with ESET Log Collector and provide the generate archive for perusal.

I presume you are talking using the procedure as per hxxp://support.eset.com/kb3466/

Correct? Is there any issue running the English language log collector on my Greek-based installation? That is, would that be ok?

Furthermore, I presume the collected log files will be used to open a ticket with you in https://www.eset.com/int/support/contact/ is that correct?

Quote

We'll check especially if the OS meets minimum system requirements for v13.

As I've described this is a Windows 10 installation, build 1909. Has been as such for two months (it was 1809 or 1903 before, don't recall).

EDIT: In that other thread, you asked for a video. Do you need one here as well?

Edited by carmik

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Yes, please provide a demonstration video or a handful of screen shots to demonstrate the issue.

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Will do.

In the meantime, can you please address these questions?

Quote

 

I presume you are talking using the procedure as per hxxp://support.eset.com/kb3466/

Correct? Is there any issue running the English language log collector on my Greek-based installation? That is, would that be ok?

Furthermore, I presume the collected log files will be used to open a ticket with you in https://www.eset.com/int/support/contact/ is that correct?

 

 

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The link is correct. You can find it also in the FAQ section on the right-hand side of this forum or in my signature too.

You can upload the archive generated by ELC here; only ESET staff has access to attachments granted.
Besides providing the logs here, I'd also recommend opening a support ticket with your local ESET distributor so that the case is properly tracked.

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Hi!

Yesterday i had the same problem. My License will expire in 13days.

the icon was also changing every few seconds. if i open the Gui, it closes instantly.. after a few trys the icon was dead.. i can't click on it any more. Seconds later my PC was complete offline. i also cannot start any system programs or do a reboot.

i hit the reset button. i logged back into windows, and jumped into the systemsettings as fast as i can and uninstall NOD32. Afterwards all programs works perfect. i tried again to install NOD32 (with live installer). NOD32 did an update and make his first PC Scan. All works perfect for the moment. Minutes after the Scan has been finished, my PC goes offline again.

i hit reset again.

then i changed the date to saturday, 8.2.2020. so, NOD32 works perfect now.

but this was not a final solution for me, so i uninstalled it again and now i wait for a bugfix oder something else.

the last log entried, that i saw was "Der Versuch, das Stammzertifikat allen bekannten Browsern auf Ihrem Computer hinzuzufügen, ist fehlgeschlagen". i also searched the windows event viewer. i can provide this information later the day. but it was also full of errors with Nod32. it looks like that Nod32 prevent windows from starting system programs.

 

sincerely,

nico

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5 minutes ago, NicoW said:

Hi!

Yesterday i had the same problem. My License will expire in 13days.

the icon was also changing every few seconds. if i open the Gui, it closes instantly.. after a few trys the icon was dead.. i can't click on it any more. Seconds later my PC was complete offline. i also cannot start any system programs or do a reboot.

i hit the reset button. i logged back into windows, and jumped into the systemsettings as fast as i can and uninstall NOD32. Afterwards all programs works perfect. i tried again to install NOD32 (with live installer). NOD32 did an update and make his first PC Scan. All works perfect for the moment. Minutes after the Scan has been finished, my PC goes offline again.

 

Yes, this is exactly what I've been encountering. @Marcos, since @NicoW stated that he corrected things by pushing back the date, could this be related to the issue encountered on Endpoint Security 6.5, some kind of regression?

 

@NicoW can you also open a ticket and provide logs, as discussed above please, to accelerate a solution?

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Just checked my son's and my daughter's laptops, which have the same windows and the same nod32 and license: the same issue is exhibited!

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@Marcos
I think perhaps you should try to reproduce this in your lab, with a license close to expiration...

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4 minutes ago, carmik said:

@Marcos
I think perhaps you should try to reproduce this in your lab, with a license close to expiration...

We have done so but didn't encounter any issues with gui. We'll need ELC logs. Are there any dump in "C:\ProgramData\ESET\ESET Security\Diagnostics"? Is the license file in "C:\ProgramData\ESET\ESET Security\License" changing? Do you have any files in "C:\ProgramData\ESET\ESET Security\IPM"?

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19 minutes ago, Marcos said:

We have done so but didn't encounter any issues with gui. We'll need ESET Log Collector logs

I'll open a ticket right afterwards, as discussed.

 

Edited by carmik

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1 minute ago, Marcos said:

Do you actually have the latest v13.0.24 installed?

100% sure!

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20 minutes ago, Marcos said:

Are there any dump in "C:\ProgramData\ESET\ESET Security\Diagnostics"?

There is an ECP directory, but it is empty.

Quote

Is the license file in "C:\ProgramData\ESET\ESET Security\License" changing?

Can not tell, sorry

Quote

Do you have any files in "C:\ProgramData\ESET\ESET Security\IPM"?

There are 3 directories, 2, 3, and 5.

 

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Please try to move the folders 2,3 and 5 to a different folder in safe mode, e.g. create c:\IPM and move the folders there.

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I found DMP Files in C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps

which refers to ekrn.exe - if this files can help i can send you.

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I've opened a ticket already, do you want me to pm you the ref number? For the record I re-posted some of the information you've asked because I was looking for them in Program Files, instead of ProgramFiles.

Is it a problem if I do the safe-mode move on my daughter's system? I'd like to avoid shutting down my main rig...

<offtopic>There is a problem with your ticket submission system, it does not accept mailboxes of the form mailname+alias@gmail.com. It treats the plus sign as an invalid character. This is incorrect handling as per the SMTP specification. Due to the bug right now, my browsing is very slow for some reason. Google "plus sign in mail", there's a Rutgers CS link that contains both informal explanations as well as the BNF of RFC822 (IIRC) which clearly shows + is a valid character, and widely used in Google to create pseudo-emails.</offtopic>

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3 minutes ago, NicoW said:

I found DMP Files in C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps

FYI, no such folder in my setup.

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7 minutes ago, NicoW said:

I found DMP Files in C:\Windows\System32\config\systemprofile\AppData\Local\CrashDumps

which refers to ekrn.exe - if this files can help i can send you.

Please provide us with the dump files. You can upload them to a safe location, e.g. DropBox, OneDrive, etc. and drop me a personal message with a download link.

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3 hours ago, Marcos said:

Please try to move the folders 2,3 and 5 to a different folder in safe mode, e.g. create c:\IPM and move the folders there.

That solved the problem in all 3 systems I had issues with.

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Thank you. We have pinpointed the issue and will address it in next builds.

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is this really a problem with the license? when i re-new my license and install it again, can i work with it ,without changing the date?

did my dump files help to solve the problem?

or should i wait for the the next build?

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The crash is caused by the notification that pops up before your license is due to expire. We have already seen such crash so the developers were able to attribute it to a known bug. I expect it to be fixed relatively quickly in a new program version.

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Another thing worth a try, until the fix is pushed, is to disable the license expiration alert.

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