Internet Download Manager (IDM) downloads stuck at 99%

[SlimRock 6]

Hi ESET Support Staff,
As the title states, on Windows 8.1 Pro x64 (Updated till date) I am having the issues of download files freezing at 99% (most of them, irrespective of the size) when using third party download manager viz. Internet Download Manager popularly known as IDM by Tonec Inc. This behaviour leads to high CPU usage & data corruption as well. 

Before posting this thread, I checked the ESET SS section for the above said issue and found 2-3 threads having the similar description but none of the answers/resolutions were convincing, In fact all of them were just a pass on.
I have already tried excluding the said application from protocol filtering but it doesnt works at all. Checked the resolve host name setting as is shown in this image but its also unchecked. Tried with Pre-release updates as well but issue still persists.

FWIW, for the said issue, below is the detailed article from the IDM support section, please go through it.
hxxp://www.internetdownloadmanager.com/register/new_faq/problems4.html

Excerpt from the link:--
 

In particular we confirmed such problem with some versions of Eset NOD32 or Eset Smart Security. Users reported successful problem resolution after uninstalling such security programs.

In this case customers reported high CPU load, timeouts, problems with "99% stuck", and several customers reported data corruption. You can read more about it here: hxxp://www.internetdownloadmanager.com/register/new_faq/problems1.html

 

Now, as per the resolution, it is stated that user have to remove the KB 2750841 or need to install KB 2789397 which is also not working as the KB 2789397 ends up with an error "This update is not applicable to your system". https://i.imgur.com/ipdBAyp.png
 

Here is the module list :--
Product Version ESET SS v8.0.304

Virus signature database: 11072 (20150126)
Rapid Response module: 5415 (20150126)
Update module: 1056 (20150113)
Antivirus and antispyware scanner module: 1449 (20150116)
Advanced heuristics module: 1153 (20140915)
Archive support module: 1216 (20141127)
Cleaner module: 1104 (20141205)
Anti-Stealth support module: 1068 (20141218)
Personal firewall module: 1259 (20141219)
Antispam module: 1029 (20141103)
ESET SysInspector module: 1245 (20141028)
Real-time file system protection module: 1009 (20130301)
Translation support module: 1273 (20141008)
HIPS support module: 1158 (20150113)
Internet protection module: 1165B (20141128)
Web content filter module: 1036 (20140625)
Advanced antispam module: 2038 (20150123)
Database module: 1061 (20141124)

Please, look into this and fix this ubiquitous nag. 

[rugk 397]

What OS do you use?

 

In the update KB 2789397 (the FAQ from Internet Download Manager linked to) it is already written what could cause the problem with ESS.

Symptoms

[...] You run an application that was developed by using the Windows Filtering Platform (WFP) API. For example, you run antivirus or security software that provides network filtering capabilities by using third-party WFP callout drivers.

 

As ESS uses the WFP this can cause the issue.

 

So please try again to disable protocol filtering (or exclude the application from protocol filtering) and if it still doesn't work try to disable the firewall (temporarily) and tell us whether this works.

Edited January 26, 2015 by rugk

[SlimRock 6]

What OS do you use?

 

Already mentioned this in OP, it's Windows 8.1 x64.

 

So please try again to disable protocol filtering (or exclude the application from protocol filtering) and if it still doesn't work try to disable the firewall (temporarily) and tell us whether this works.

 

as this happens sporadically, already tried the said workaround (mentioned in OP) & is not working not even when firewall is disabled. If I uninstall ESS completely, then I am not having any freezing/download stuck/high CPU usage issues whatsoever.

FWIW, mainly this issue arises when IDM Queue Scheduler is used to download files over a given period of time. I guess this all started with ESS v7.

[rugk 397]

Yes I overlooked the OS in your first post.

 

About the workaround: Have you really tried disabling protocol filtering or only excluding the process from protocol filtering?

If you can reproduce the issue somehow I think it might be useful if you could create a full Wireshark log when it happens and forward them to an mod here.

 

This way ESET can troubleshoot the issue.

[SlimRock 6]

Bump! 

[rugk 397]

Instead of bumping this thread it would be a better idea to answer my question and reproduce the problem.

[SlimRock 6]

Instead of bumping this thread it would be a better idea to answer my question and reproduce the problem.

 

Sorry, I completely forgot to reply to your post. FYI, I tried your workaround by disabling the protocol filtering & excluding the IDM process as well but still results are same.   Also, shared the WireShark Logs with @Marcos but have not heard anything from him so far.   

Have a look at the screenshot shared below, this is what I am talking abt, when download progress reaches at 99% It automatically stops and Upon Pausing and resuming the download, IDM results in Data corruption and starts the entire download from the scratch. To download large files on slow connections with FUP applied is a PITA.   

[yongsua 16]

IMHO, I would suggest that you just try to disable the firewall see if the problem still persists.

[rugk 397]

That's strange...

But maybe Marcos can answer you and say whether they could reproduce the problem or whether the Wireshark log helped them.

[SlimRock 6]

IMHO, I would suggest that you just try to disable the firewall see if the problem still persists.

 

please check post #3, this workaround is also reported to be not working. 

 

That's strange...

But maybe Marcos can answer you and say whether they could reproduce the problem or whether the Wireshark log helped them.

 

I think ESET Team is already aware about this issue. There is a detailed FAQ from IDM developer telling ESET is the main culprit behind downloads being stuck & data corruption, unfortunately they (IDM) can't do anything about this. 

[yongsua 16]

 

IMHO, I would suggest that you just try to disable the firewall see if the problem still persists.

 

please check post #3, this workaround is also reported to be not working. 

 

That's strange...

But maybe Marcos can answer you and say whether they could reproduce the problem or whether the Wireshark log helped them.

 

I think ESET Team is already aware about this issue. There is a detailed FAQ from IDM developer telling ESET is the main culprit behind downloads being stuck & data corruption, unfortunately they (IDM) can't do anything about this. 

 

 

Try to disable firewall, Epfw NDIS lightweight filter, and protocol filtering. In case fail again, just uninstall Epfw NDIS lightweight filter. Just my opinion, you may no need to follow.

 

Like this one,

 

Edited March 8, 2015 by yongsua

[rugk 397]

Okay, but please don't uninstall the Epfw packet filter. I think this could cause much more connection issues and it could be difficult to install it again.

But you can of course try it with disabling.

[yongsua 16]

After disabling it, you may have some network problem for awhile then it will back to normal. Kindly tell us whether the issue is fixed or not. TQ.

[SlimRock 6]

 

 

IMHO, I would suggest that you just try to disable the firewall see if the problem still persists.

 

please check post #3, this workaround is also reported to be not working. 

 

That's strange...

But maybe Marcos can answer you and say whether they could reproduce the problem or whether the Wireshark log helped them.

 

I think ESET Team is already aware about this issue. There is a detailed FAQ from IDM developer telling ESET is the main culprit behind downloads being stuck & data corruption, unfortunately they (IDM) can't do anything about this. 

 

 

 

Try to disable firewall, Epfw NDIS lightweight filter, and protocol filtering. In case fail again, just uninstall Epfw NDIS lightweight filter. 

 

Okay, but please don't uninstall the Epfw packet filter. I think this could cause much more connection issues and it could be difficult to install it again.

But you can of course try it with disabling.

 

After disabling it, you may have some network problem for awhile then it will back to normal. Kindly tell us whether the issue is fixed or not. TQ.

 

I fail to see why there's so much fuss with Protocol Filtering/Firewall & now disabling/uninstalling Epfw Component? If this is something which needs to be done then I don't see any reason to use ESET Smart Security at all. Like as I mentioned before in my post, uninstalling ESET from the system fixes the issue. 

I appreciate your efforts to help me out, as this issue is sporadic, I would like to refrain myself from testing alternate methods because this is my main system & network connectivity is a major part of my workflow. ATM, messing with network settings is a no go for me. Now, waiting for the response from ESET Staff to sort out the things as soon as possible. 

[yongsua 16]

I agree with you but the staff needs to download IDM so that they can put themselves in your shoes. I would try IDM and see how it works if I have some time tomorrow. Good luck to you.

[SlimRock 6]

bump...  

[Destarah 6]

Seeing as this has been bumped, I am curious to know if you opened a support ticket with ESET directly. The forum is excellent, but direct support should be the best option.

[SlimRock 6]

Seeing as this has been bumped, I am curious to know if you opened a support ticket with ESET directly. The forum is excellent, but direct support should be the best option.

Thank you very much for your valuable suggestion.  I have raised a support ticket With ESET using the inbuilt customer care contact form & now waiting for their reply. 

[SlimRock 6]

Few days ago, I contacted the ESET Customer Care Support by filling the built in product form & explicitly mentioned this thread link so that they can have a better insight about the ongoing issue but got the response that I have contacted the Nordic Support channel and they are unable to find out my details hence can not help. They guided me to contact the ESET partners from the shared link. FWIW, I was using the license key which was given to me by a dear friend of mine who won it in a Giveaway. So I think ESET does not honor/provide support for users who are using the Giveaway keys or may be there are some geo restrictions applicable with the license keys?.   

Now, I have migrated to Paid license because the GA key is expired and is thinking about to contact the ESET Customer support. Today, I just stumbled upon the new ESS build 8.0.312.0 (x64) which is a new minor update, though as of now there are no details about the changelog neither on product home page nor on this forum. I am away from my main system, so before reaching out to customer support, I just wanted to know whether the said issue is fixed or not ???

Please someone enlighten me on this.... 

[rugk 397]

Yes there are local restrictions for customer care. You have to contact the support service where you bought (or won ) your license.

As for the new built: Yes you can try it out with the new one.

And there is a changelog online (at least now). There was a copious discussing today about this. More information here: https://forum.eset.com/topic/4609-nod32-antivirus-803120-final

Edited April 7, 2015 by rugk