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Akarin

Disk Errors during Detection Engine updates after Windows Update

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Hello,

I'm posting this here because tech support wasn't able to help me. Yesterday, I installed the Windows Security update KB4556846 for Windows 8.1. There was problem during installation that resulted in the update failing to install. During a second attempt, the update installed fine. Shortly after installing I noticed 27 warnings in Windows Event Viewer, marked as  Event 51: An error was detected on device \Device\Harddisk0\DR0 during a paging operation. All 28 events were recorded over a range of two seconds. The device in question is my boot drive, a Crucial SSD. ESET is currently installed on that drive. These events are also reported as S.M.A.R.T. Reported UnCorrectable Errors, however multiple S.M.A.R.T. software suites continue to report the drive as healthy.

The first thing I did was shut down the PC and made sure there was no issues with the cables. Later in the night, these series of warnings happened three more times in batches of 27, 27, and 12 events. At this point, I determined that every single event was proceeded several seconds by ESET installing a new version of the detection engine. I believe it started with detection engine 21316. It is written in my support ticket at least.

I put in a support ticket #400433 - "Disk Errors during Detection Engine updates after Windows Update" While waiting, I performed some troubleshooting.

I performed the following steps:

1. I uninstalled ESET Internet Security completely.  Then I reinstalled it. Within a couple minutes of the installation coming to completion, including the installation of detection engine 21322, there was a new batch of Event 51 warnings.  Since it had been a couple minutes this time between the warnings and the detection engine installation, I thought it might not be related to ESET after all so I moved on to Windows Update.

2. I uninstalled the update KB4556846 successfully and waited, however later on there was a new batch of Event 51 warnings. Once again, they were recorded within seconds of the installation of the ESET detection engine this time 21323.

I briefly chatted with tech support regarding my ticket, however I was told the following:

Quote

I've looked into the issue and unfortunately it is outside of our scope of support. The warning Disk Event 51 "An error detected on device \Device\Harddisk\…during a paging operation", usually points to a hardware or a device driver related issue. The Event ID 51 event message is logged, if an error occurs when your computer pages information to or from the disk.


I know what Event 51 means, but I am at a loss over the specific cause and the only clue I have is the installation of ESET detection engines. Aside from one case after reinstalling ESET, every single series of warnings were reported within ten seconds of the ESET log Detection Engine was successfully updated to version 21322 (20200513).

Unfortunately any current ESET logs will only go back to the reinstallation. I have my eis_logs.zip file made using the ESET log collector program (Default Collection profile, 5 day), but I'm not sure if I should be posting that in public.

 

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I'd recommend running a disk check for errors using chkdsk. The issue has nothing to do with ESET; it's a hardware issue either with the disk or the controller.

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Hello,

Just to add to my colleague @Marcos suggestion, I would strongly recommend you back up any important information stored on the drive, as it sounds like it has begun to fail.  SSD failure modes can be very problematic in terms of data recovery, so it is a very good idea to make sure any type of information you have on the drive which is valuable to y ou is saved in one (or more) backups.

After you have gotten your important information backed up, check with the SSD manufacturer to see what diagnostic software they offer to check the drive, as that may provide you with additional information/insight into what is happening, as well as what options are available, such as replacing the drive under warranty, and so forth.

Regards,

Aryeh Goretsky

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Posted (edited)

In Win Event Viewer, Open "Applications and Service logs" -> Microsoft -> Windows. Scroll down to the StorPort folder. Open the Operational log. Check for error and warning entries listed there as to what might be going on with the drive.

Another possibility is you have a corrupted Win page file.

Edited by itman

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On 5/14/2020 at 8:39 AM, itman said:

In Win Event Viewer, Open "Applications and Service logs" -> Microsoft -> Windows. Scroll down to the StorPort folder. Open the Operational log. Check for error and warning entries listed there as to what might be going on with the drive.

Another possibility is you have a corrupted Win page file.

Thanks for the tips. I looked through that folder and found no entries. I looked through the rest of the folders under Windows and found nothing relevant either. I tried looking into the corrupted Win page file angle, but couldn't find anything other than sfc /scannow which continues to find no errors. I had also run chkdsk and found no errors. Crucial's Storage Executive program is reporting the drive as healthy.

Last night I uninstalled ESET again and ran CCleaner. I left the machine running all night without ESET. There were no disk warnings. I reinstalled ESET again this morning. The warnings returned again. This is not the first time AV software has been responsible for Event 51 diskwarnings (Win10 users of Bidefender reported such issues on startup that went away after Bitdefender pushed an update), but with no other option I guess I'll just plan on replacing my SSD.

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1 hour ago, Akarin said:

I reinstalled ESET again this morning. The warnings returned again.

 

1 hour ago, Akarin said:

I guess I'll just plan on replacing my SSD

Why replacing SSD when you clearly can see that is ESET related???

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21 minutes ago, local said:

 

Why replacing SSD when you clearly can see that is ESET related???

I can't think of anything else it could be but either hardware or ESET and ESET already decided it isn't them.

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If every S.M.A.R.T software returned a healthy SSD , I will not replace it.

Do this: create an image with ACRONIS, install another SSD , restore the image and see what you get.

12 minutes ago, Akarin said:

ESET already decided it isn't them

ESET has this tendency of blaming something or somebody else , every time you point the finger to them.

What would you expect, a statement like " Yes, indeed, our software destroyed your SSD"????

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4 hours ago, local said:

If every S.M.A.R.T software returned a healthy SSD , I will not replace it.

Do this: create an image with ACRONIS, install another SSD , restore the image and see what you get.

ESET has this tendency of blaming something or somebody else , every time you point the finger to them.

What would you expect, a statement like " Yes, indeed, our software destroyed your SSD"????

Sometimes failures happen you know , it could be by any software that includes or excludes ESET it doesn't matter , all devices have a life-time , so they will fail eventually one day, if not then the companies will close.

ESET can't help without specific logs that needed by them which I don't know what specifically , but they can't say that their software destroyed your SSD because many other users use the same SSD as yours and doesn't experience the same experience as yours.

If they don't have evidence , they won't look at it , all companies are the same.

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6 minutes ago, Nightowl said:

Sometimes failures happen you know , it could be by any software that includes or excludes ESET it doesn't matter , all devices have a life-time , so they will fail eventually one day, if not then the companies will close.

ESET can't help without specific logs that needed by them which I don't know what specifically , but they can't say that their software destroyed your SSD because many other users use the same SSD as yours and doesn't experience the same experience as yours.

If they don't have evidence , they won't look at it , all companies are the same.

I never claimed ESET destroyed my SSD and I already submitted a full set of logs using the ESET log collector program when I submitted my ticket.

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SMART data is not the best method to diagnose the status of the SSD drive.

You should go to the manufacturer's web site and see if they have utility software that can be downloaded and installed. Most of these utility's have a short drive test that can be run which will determine is there are drive issues.

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Another common problem with SSD drives are issues with Win 10 default power settings in regards to the SATA AHCI controller as noted here: https://www.mcbsys.com/blog/2016/11/windows-10-freezes-with-storahci-129-errors/

Additional ref. on how to unhide these applicable settings and what they mean: https://www.tenforums.com/tutorials/72971-add-ahci-link-power-management-power-options-windows.html

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I had some problem too, and the guy that took my laptop to check what is wrong with it said that better buy a new one, now the old laptops is somewhere in the flat. The problem was that a virus passed thru protection, like it was encrypted in a file and it passed through eset protection. They guy explained me that way the problem

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2 hours ago, Miketruck said:

The problem was that a virus passed thru protection, like it was encrypted in a file and it passed through eset protection.

We'd like to check logs from your machine but I assume that you have already reinstalled Windows and ESET. Normally it's not easy to get infected with ESET installed so we'd need to investigate what happened.

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1 hour ago, Marcos said:

We'd like to check logs from your machine but I assume that you have already reinstalled Windows and ESET. Normally it's not easy to get infected with ESET installed so we'd need to investigate what happened.

OP here. I'm still having the issue, almost two months later. Nothings changed. I didn't replace my SSD and I'm glad I didn't. I have not experienced any other errors or performance issues with my SSD. And I have no reason to suspect my computer has been infected.

However I would be happy to submit any logs if you want to investigate that angle. Unfortunately I no longer have the logs from when the issue first started happening, however the logs I submitted in my original ticket (#400433) may help.

Please let me know what information may be needed.

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Posted (edited)
29 minutes ago, Akarin said:

OP here. I'm still having the issue, almost two months later. Nothings changed.

You stated in an earlier reply that this issue:

Quote

Event 51: An error was detected on device \Device\Harddisk0\DR0 during a paging operation.

does not occur when Eset is uninstalled.

Reasons for this error are given here: https://www.wintips.org/how-to-fix-disk-event-51-an-error-detected-on-device-during-paging-operation/

Therefore, my best guess is there is some conflict with the SSD controller driver being used and Eset. Are you using the Win 10 Microsoft provided AHCI driver? If not, have you tried switching to it and observe if that stops the Event 51 error activity?

Edited by itman

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On 7/3/2020 at 2:45 PM, itman said:

You stated in an earlier reply that this issue:

does not occur when Eset is uninstalled.

Reasons for this error are given here: https://www.wintips.org/how-to-fix-disk-event-51-an-error-detected-on-device-during-paging-operation/

Therefore, my best guess is there is some conflict with the SSD controller driver being used and Eset. Are you using the Win 10 Microsoft provided AHCI driver? If not, have you tried switching to it and observe if that stops the Event 51 error activity?

I finally got around to exploring this solution. I don't have Windows 10, I have 8.1, but I used Driver Easy to check if my Controller Driver was out of date. It turns out it was. I just updated to the newest version. I will monitor my log files and see if this was the issue.

It is interesting to note some order of events here. Aside from the Disk Errors I listed above, there were two isolated cases of Disk Errors associated with the SSD in question in August and September of 2019. The first was 21 Event 51 Disk Errors in August and and 19 in September. In both cases, the errors had taken place during an ESET full system scan. They were isolated incidents and there were no more Event 51 Disk Errors until my recent issue back in May. The interesting part was that the newest Controller Driver was released in early August 2019, immediately preceding any disk errors associated with ESET.

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