High CPU Usage with Webex Application - Need Help

[Mohsen Ghaffari 0]

Hello ESET Community,

I'm reaching out today because we've been experiencing a persistent issue with our ESET that's causing a lot of frustration. Specifically, we're having problems with ekrn.exe causing extremely high CPU usage when using the Webex application.

Here's a bit more detail about the problem:

Problem Description:

Whenever we open the Webex application, start a meeting, or someone shares their desktop, our virtual machine (win10) becomes almost entirely unresponsive due to the high CPU usage of ekrn.exe. This problem is significantly impacting our productivity, as you can imagine.

System Information:

- Operating System: Windows 10 (VM)

- ESET Product Version: ESET Endpoint Antivirus

- Webex Application Version: Webex version 43.8 with VDI plugin

 

As part of our troubleshooting efforts, we've taken the following steps:

 

·         Enabled Advanced Operating System Logging.

·         Started the Webex application and let it run for approximately 2-3 minutes.

·         Collected the logs(ALL) using the ESET Log Collector.

 

Thank you in advance for your help, and I look forward to hearing from you.

[Marcos 4,935]

Please provide logs that you collected with ESET Log Collector after generating an advanced OS log EsetPerf.etl.

[Mohsen Ghaffari 0]

Thank you for your feedback. I uploaded the requested logs.

eea_logs.zip

[Marcos 4,935]

C:\ProgramData\ESET\ESET Security\Diagnostics\EsetPerf.etl probably exceeds 4 GB so it was not included with ELC logs. Please move it to a different folder, compress it, upload it to a safe location (e.g. OneDrive, Google Drive, etc.) and drop me a personal message with a download link.