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Auto update often hangs.. why?


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Windows 10 user, using ESET for several years now. Issue: Every few days the auto update just seems to hang.. It goes on and on and on without really doing anything (plus it takes up resources). I usually just go to ESET's screen, cancel the update, then run it.. and it runs fine then.

Nice and all.. but I cannot really recommend ESET to a big company (that I work for), due to the fact that it often isn't able to update itself. Am I missing something??

(My wife also has it on her computer.. and when I go on that computer every once in a blue moon, I see that the version is even a week behind or something... crazy!)

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If you are able to reproduce the issue, please carry on as follows:

- enable advanced logging under Help and support -> Details for technical support
- start recording the screen
- run update
- after a while stop logging
- save the video and compress it
- collect logs with ESET Log Collector
- upload both the ELC logs and video here.

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3 hours ago, HolyMoley said:

Windows 10 user, using ESET for several years now. Issue: Every few days the auto update just seems to hang.. It goes on and on and on without really doing anything (plus it takes up resources). I usually just go to ESET's screen, cancel the update, then run it.. and it runs fine then.

Nice and all.. but I cannot really recommend ESET to a big company (that I work for), due to the fact that it often isn't able to update itself. Am I missing something??

(My wife also has it on her computer.. and when I go on that computer every once in a blue moon, I see that the version is even a week behind or something... crazy!)

Version wise some versions get rolled out in stages but a week seems odd. Are both on normal updates as the one thing that could cause this is if one of the esets was set to pre release updates

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3 hours ago, Marcos said:

If you are able to reproduce the issue, please carry on as follows:

- enable advanced logging under Help and support -> Details for technical support
- start recording the screen
- run update
- after a while stop logging
- save the video and compress it
- collect logs with ESET Log Collector
- upload both the ESET Log Collector logs and video here.

I've enabled the advanced logging. However, aside from that.. I guess I would have to check tomorrow and see if it isn't updating correctly then. It's the auto-update that's having the issue, not manual update..

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5 minutes ago, peteyt said:

Version wise some versions get rolled out in stages but a week seems odd. Are both on normal updates as the one thing that could cause this is if one of the esets was set to pre release updates

All Esets were installed with default settings.. (don't even know where to set the pre-release updates...)

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4 hours ago, HolyMoley said:

I guess I would have to check tomorrow and see if it isn't updating correctly then.

Eset by default checks for updates every hour. I am located in the U.S. and on the average, receive an update every 3 - 4 hours.

Check your Eset Event log. It will have entries for each time Eset signatures or modules update.

Edited by itman
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On 3/2/2021 at 4:52 PM, Marcos said:

If you are able to reproduce the issue, please carry on as follows:

- enable advanced logging under Help and support -> Details for technical support
- start recording the screen
- run update
- after a while stop logging
- save the video and compress it
- collect logs with ESET Log Collector
- upload both the ESET Log Collector logs and video here.

Just had it again (after a few days).. no video, but do  have a log.

 

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Please try to collect logs with ELC again. Diagnostic logs exist on the disk but were not collected by ELC for an unknown reason.

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19 minutes ago, Marcos said:

Please try to collect logs with ESET Log Collector again. Diagnostic logs exist on the disk but were not collected by ESET Log Collector for an unknown reason.

Just made sure the "General product diagnostics logs", "ECP diagnostics logs" are checked. The "local cache database" isn't.

If they are still not included.. let me know. I'll have to see if it can be included next time (and I'll make sure not to clean any logs on my machine in the meantime).

 

eis_logs.zip

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