blackice 0 Posted May 28, 2020 Share Posted May 28, 2020 I just tried to install ESET IS after updating to W10 2004. The initial scan started as usual, but keeps getting stuck when scanning Microsoft.HEIFImageExtension_1.0.31072.0_x64_8wekyb3d8bbwe\x86\maheif_store.dll (there may be a typo in there, possibly msheif instead of maheif). Eventually the CPU usage and disk access drop to 0% and the system freezes. Attempting a restart or shutdown also results in a freeze. I can't seem to get past scanning this one item. I attempted 2 installs, both ended with this result. Link to comment Share on other sites More sharing options...
itman 1,630 Posted May 28, 2020 Share Posted May 28, 2020 30 minutes ago, blackice said: The initial scan started as usual, but keeps getting stuck when scanning Microsoft.HEIFImageExtension_1.0.31072.0_x64_8wekyb3d8bbwe\x86\maheif_store.dll (there may be a typo in there, possibly msheif instead of maheif). Create a performance scan exclusion for this file entry per the below screen shot. Hopefully, this is the only item Eset initial scan hangs on: Link to comment Share on other sites More sharing options...
blackice 0 Posted May 28, 2020 Author Share Posted May 28, 2020 Thank you for the idea, I’ll give it a shot and see what happens. Link to comment Share on other sites More sharing options...
blackice 0 Posted May 28, 2020 Author Share Posted May 28, 2020 (edited) Unfortunately since it’s for a windows app I can’t get access past the windows app folder for the file path. I’d rather not bypass the whole folder. Edit: I attempted to exclude the whole folder for the initial scan. Despite excluding it the Windows Apps folder this file is causing a crash. Edited May 28, 2020 by blackice Link to comment Share on other sites More sharing options...
itman 1,630 Posted May 28, 2020 Share Posted May 28, 2020 (edited) 18 minutes ago, blackice said: Unfortunately since it’s for a windows app I can’t get access past the windows app folder for the file path. I’d rather not bypass the whole folder. That's odd. Enter the full path name manually then; e.g. C:\Windows\SystemApps\Microsoft.HEIFImageExtension_1.0.31072.0_x64_8wekyb3d8bbwe\x86\maheif_store.dll Edited May 28, 2020 by itman Link to comment Share on other sites More sharing options...
itman 1,630 Posted May 28, 2020 Share Posted May 28, 2020 (edited) Also appears this app's actual path is C:\Users\xxxxx\AppData\Local\Packages\Microsoft.HEIFImageExtension_8wekyb3d8bbwe\...... ; at least on Win 10 Home ver. 1909 it is. It is also an optional Win Store download. This makes what you are showing for ver. 2004 a bit suspicious. But who knows? Maybe MS made it mandatory in ver. 2004? Or perhaps you installed it previously? Edited May 28, 2020 by itman blackice 1 Link to comment Share on other sites More sharing options...
blackice 0 Posted May 28, 2020 Author Share Posted May 28, 2020 So I was trying to beat the initial scan, which has already loaded the exclusions while the first update is happening. If I cancel the scan I have time to enter the whole file path before the scan starts. I did notice this as well, I cannot uninstall the HEIF Extension app anymore. That was my next course of action. I will see what the case is, as it is strange. So I cancelled the initial scan, added the path by hand, and then started a new scan. It seems to take the exclusion and is running fine. I had added the HEIF Image Extension app a long time ago in 1909, but I don't think I had ESET installed at the time. That app data folder in 2004 is mostly empty now. Link to comment Share on other sites More sharing options...
itman 1,630 Posted May 28, 2020 Share Posted May 28, 2020 3 minutes ago, blackice said: That app data folder in 2004 is mostly empty now. Then the HEIF Image Extension app is not installed. This explains why you can't uninstall it. This directory, Microsoft.HEIFImageExtension_1.0.31072.0_x64_8wekyb3d8bbwe, appears to be related to your prior ver. 1909 Win Store installation. You should be able to remove it manually using PowerShell: https://answers.microsoft.com/en-us/windows/forum/windows_10-windows_store/how-to-manually-uninstall-a-store-app/963863e4-4c0b-4565-af90-f5bc7ecf3f47 Link to comment Share on other sites More sharing options...
Administrators Marcos 4,935 Posted May 28, 2020 Administrators Share Posted May 28, 2020 If you are able to reproduce it, would it be possible to create a dump of ekrn when the issue occurs? If that's not possible, try to get a complete or active memory dump as per the instructions at https://support.eset.com/en/kb380-how-do-i-generate-a-memory-dump-manually. Link to comment Share on other sites More sharing options...
itman 1,630 Posted May 28, 2020 Share Posted May 28, 2020 9 minutes ago, Marcos said: If you are able to reproduce it, Should be able to duplicate by simply installing HEIF Image Extensions from Win Store: https://www.microsoft.com/en-us/p/heif-image-extensions/9pmmsr1cgpwg?activetab=pivot:overviewtab . It's a freebee. Then scan its app directory entry. Link to comment Share on other sites More sharing options...
blackice 0 Posted May 28, 2020 Author Share Posted May 28, 2020 Thanks itman, very useful information as usual. Due to a couple other quirks I’m just going to try a clean install of 2004 to expedite things. Link to comment Share on other sites More sharing options...
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