Eset Smart security crashing and restarting in windows 10 (build 9926) ESS version 8.0.304

zigzag3143 · February 1, 2015

Clean vanilla install of win 10 (build 9926). ESS 8.0.304 constantly crashes and restarts on 3 different machines

Version=1
EventType=APPCRASH
EventTime=130670913628393075
ReportType=2
Consent=1
UploadTime=130670913631049247
ReportIdentifier=2ab336a0-a874-11e4-ab41-c80aa98a4432
IntegratorReportIdentifier=2ab3369f-a874-11e4-ab41-c80aa98a4432
NsAppName=egui.exe
Response.BucketId=511b3d97c5a30bfbdcb62e74c130c409
Response.BucketTable=4
Response.LegacyBucketId=86008151486
Response.type=4
Response.CabId=85926806003
Sig[0].Name=Application Name
Sig[0].Value=egui.exe
Sig[1].Name=Application Version
Sig[1].Value=8.0.304.0
Sig[2].Name=Application Timestamp
Sig[2].Value=542bf51f
Sig[3].Name=Fault Module Name
Sig[3].Value=ntdll.dll
Sig[4].Name=Fault Module Version
Sig[4].Value=10.0.9926.0
Sig[5].Name=Fault Module Timestamp
Sig[5].Value=54be0015
Sig[6].Name=Exception Code
Sig[6].Value=c0000005
Sig[7].Name=Exception Offset
Sig[7].Value=000000000004db24
DynamicSig[1].Name=OS Version
DynamicSig[1].Value=10.0.9926.2.0.0.256.48
DynamicSig[2].Name=Locale ID
DynamicSig[2].Value=1033
DynamicSig[22].Name=Additional Information 1
DynamicSig[22].Value=1f13
DynamicSig[23].Name=Additional Information 2
DynamicSig[23].Value=1f13799dd3146b8d815da00b6a61ae03
DynamicSig[24].Name=Additional Information 3
DynamicSig[24].Value=0847
DynamicSig[25].Name=Additional Information 4
DynamicSig[25].Value=0847ada1744bff3c400fd50b4e18559f
UI[2]=C:\Program Files\ESET\ESET Smart Security\egui.exe
UI[3]=ESET Main GUI has stopped working
UI[4]=Windows can check online for a solution to the problem and try to restart the program.
UI[5]=Check online for a solution and restart the program
UI[6]=Check online for a solution later and close the program
UI[7]=Close the program
LoadedModule[0]=C:\Program Files\ESET\ESET Smart Security\egui.exe
LoadedModule[1]=C:\Windows\SYSTEM32\ntdll.dll
LoadedModule[2]=C:\Windows\system32\KERNEL32.DLL
LoadedModule[3]=C:\Windows\system32\KERNELBASE.dll
LoadedModule[4]=C:\Windows\system32\USER32.dll
LoadedModule[5]=C:\Windows\system32\GDI32.dll
LoadedModule[6]=C:\Windows\system32\ADVAPI32.dll
LoadedModule[7]=C:\Windows\system32\msvcrt.dll
LoadedModule[8]=C:\Windows\system32\sechost.dll
LoadedModule[9]=C:\Windows\system32\RPCRT4.dll
LoadedModule[10]=C:\Windows\system32\SHELL32.dll
LoadedModule[11]=C:\Windows\system32\ole32.dll
LoadedModule[12]=C:\Windows\system32\combase.dll
LoadedModule[13]=C:\Windows\system32\OLEAUT32.dll
LoadedModule[14]=C:\Program Files\ESET\ESET Smart Security\mfc110u.dll
LoadedModule[15]=C:\Program Files\ESET\ESET Smart Security\MSVCR110.dll
LoadedModule[16]=C:\Windows\system32\SHLWAPI.dll
LoadedModule[17]=C:\Windows\WinSxS\amd64_microsoft.windows.common-controls_6595b64144ccf1df_6.0.9926.0_none_da567e195e60d6ea\COMCTL32.dll
LoadedModule[18]=C:\Program Files\ESET\ESET Smart Security\MSVCP110.dll
LoadedModule[19]=C:\Windows\system32\IMM32.dll
LoadedModule[20]=C:\Windows\system32\MSCTF.dll
LoadedModule[21]=C:\Windows\SYSTEM32\UxTheme.dll
LoadedModule[22]=C:\Windows\SYSTEM32\kernel.appcore.dll
LoadedModule[23]=C:\Windows\SYSTEM32\CRYPTBASE.dll
LoadedModule[24]=C:\Windows\SYSTEM32\bcryptPrimitives.dll
LoadedModule[25]=C:\Program Files\ESET\ESET Smart Security\ToastNotify.dll
LoadedModule[26]=C:\Windows\system32\clbcatq.dll
LoadedModule[27]=C:\Windows\System32\wpnapps.dll
LoadedModule[28]=C:\Windows\system32\SHCORE.dll
LoadedModule[29]=C:\Windows\SYSTEM32\CRYPTSP.dll
LoadedModule[30]=C:\Windows\system32\bcrypt.dll
LoadedModule[31]=C:\Windows\system32\rsaenh.dll
LoadedModule[32]=C:\Windows\SYSTEM32\dbghelp.dll
LoadedModule[33]=C:\Windows\system32\psapi.dll
LoadedModule[34]=C:\Windows\SYSTEM32\dwmapi.dll
LoadedModule[35]=C:\Windows\SYSTEM32\ntmarta.dll
LoadedModule[36]=C:\Program Files\ESET\ESET Smart Security\eguiHips.dll
LoadedModule[37]=C:\Program Files\ESET\ESET Smart Security\eguiScan.dll
LoadedModule[38]=C:\Program Files\ESET\ESET Smart Security\eguiAmon.dll
LoadedModule[39]=C:\Program Files\ESET\ESET Smart Security\eguiEmon.dll
LoadedModule[40]=C:\Program Files\ESET\ESET Smart Security\eguiDmon.dll
LoadedModule[41]=C:\Program Files\ESET\ESET Smart Security\eguiEpfw.dll
LoadedModule[42]=C:\Windows\system32\WS2_32.dll
LoadedModule[43]=C:\Windows\system32\NSI.dll
LoadedModule[44]=C:\Windows\system32\CRYPT32.dll
LoadedModule[45]=C:\Windows\system32\MSASN1.dll
LoadedModule[46]=C:\Program Files\ESET\ESET Smart Security\eguiSmon.dll
LoadedModule[47]=C:\Program Files\ESET\ESET Smart Security\eguiUpdate.dll
LoadedModule[48]=C:\Program Files\ESET\ESET Smart Security\eguiMailPlugins.dll
LoadedModule[49]=C:\Program Files\ESET\ESET Smart Security\eguiParental.dll
LoadedModule[50]=C:\Program Files\ESET\ESET Smart Security\eguiDevmon.dll
LoadedModule[51]=C:\Windows\SYSTEM32\usp10.dll
LoadedModule[52]=C:\Windows\system32\explorerframe.dll
LoadedModule[53]=C:\Windows\system32\PROPSYS.dll
LoadedModule[54]=C:\Windows\system32\urlmon.dll
LoadedModule[55]=C:\Windows\system32\apphelp.dll
LoadedModule[56]=C:\Windows\system32\MPR.dll
LoadedModule[57]=C:\Windows\system32\OLEACC.dll
LoadedModule[58]=C:\Windows\system32\wer.dll
LoadedModule[59]=C:\Windows\system32\WININET.dll
LoadedModule[60]=C:\Windows\system32\WINMM.dll
LoadedModule[61]=C:\Windows\system32\DUI70.dll
LoadedModule[62]=C:\Windows\system32\DUser.dll
LoadedModule[63]=C:\Windows\system32\iertutil.dll
LoadedModule[64]=C:\Windows\system32\SspiCli.dll
LoadedModule[65]=C:\Windows\system32\profapi.dll
LoadedModule[66]=C:\Windows\system32\USERENV.dll
LoadedModule[67]=C:\Windows\system32\WINHTTP.dll
LoadedModule[68]=C:\Windows\system32\Cabinet.dll
LoadedModule[69]=C:\Windows\system32\XmlLite.dll
LoadedModule[70]=C:\Windows\system32\WINMMBASE.dll
LoadedModule[71]=C:\Windows\system32\cfgmgr32.dll
LoadedModule[72]=C:\Windows\system32\DEVOBJ.dll
LoadedModule[73]=C:\Windows\SYSTEM32\powrprof.dll
LoadedModule[74]=C:\Windows\SYSTEM32\esent.dll
LoadedModule[75]=C:\Program Files\ESET\ESET Smart Security\eplgHooks.dll
LoadedModule[76]=C:\Windows\System32\twinapi.dll
LoadedModule[77]=C:\Windows\SYSTEM32\msimg32.dll
LoadedModule[78]=C:\Windows\SYSTEM32\WindowsCodecs.dll
LoadedModule[79]=C:\Windows\System32\thumbcache.dll
LoadedModule[80]=C:\Windows\SYSTEM32\version.dll
State[0].Key=Transport.DoneStage1
State[0].Value=1
File[0].CabName=WERInternalMetadata.xml
File[0].Path=WERF352.tmp.WERInternalMetadata.xml
File[0].Flags=851971
File[0].Type=5
File[0].Original.Path=C:\Users\Ken\AppData\Local\Temp\WERF352.tmp.WERInternalMetadata.xml
File[1].CabName=AppCompat.txt
File[1].Path=WERFEEC.tmp.appcompat.txt
File[1].Flags=17629187
File[1].Type=5
File[1].Original.Path=C:\Users\Ken\AppData\Local\Temp\WERFEEC.tmp.appcompat.txt
File[2].CabName=memory.hdmp
File[2].Flags=808255489
File[2].Type=3
File[3].CabName=Report.cab
File[3].Path=Report.cab
File[3].Flags=196608
File[3].Type=10
File[3].Original.Path=Report.cab
FriendlyEventName=Stopped working
ConsentKey=APPCRASH
AppName=ESET Main GUI
AppPath=C:\Program Files\ESET\ESET Smart Security\egui.exe
NsPartner=windows
NsGroup=windows8
ApplicationIdentity=04859FDDC6E61774DB24C02B49B8CF3E

Breach · February 3, 2015

Yes, same here. Also HIPS can't be enabled. Given Windows 10's status I don't expect a quick fix, but hopefully it will be there before RTM hits.

Aryeh Goretsky · February 4, 2015

Hello ZigZag3143,

Can you initiate a memory dump per ESET Knowledgebase Article #380, "How do I generate a memory dump manually?", compress it, upload it to a location and then send me a PM with the location and credentials to download it? We will then forward that to ESET's engineers for analysis.

Regards,

Aryeh Goretsky

SweX · February 4, 2015

Yes, same here. Also HIPS can't be enabled. Given Windows 10's status I don't expect a quick fix, but hopefully it will be there before RTM hits.

Enable Pre-release updates and the Anti-stealth and HIPS module will be updated.

Confirmed to work fine by Puff: https://forum.eset.com/topic/3815-windows-10/?p=23529

Edited February 4, 2015 by SweX

infidelus · February 13, 2015

I'll add a 'me too' here. The ESET gui crashes regularly on Windows 10 build 9926

zigzag3143 · February 14, 2015

Have even updated to the "beta" version with the newly released bits and it still relaunches at least once an hour

jadinolf · February 14, 2015

Hmm, I'm glad I swore a blood oath not to install NOD32 until Windows 10 is released officially.

Long story.

zigzag3143 · February 15, 2015

And it is getting worse (see snip) I now have 5 ESS tray icons

nonostorm89 · March 27, 2015

same problem here. any solution now?

rugk · April 4, 2015

What problem exactly? In this topic were mentioned many different problems. So what problem do you have?

If you have a problem with ESS and Window 10 then just remember that WIndows 10 is actually a pre-release built so it's expectable that there are problems.

More information you can also find in other threads in this forum about Windows 10, e.g. Windows 10 or Any plan to make HIPS compatible with Windows 10 Tech Preview?.

Aryeh Goretsky · April 8, 2015

Hello,

Please uninstall your copy of ESET Smart Security 8.0.304 as you normally would, followed by running the manual uninstall tool in Safe Mode to clear out any remnants (just to be on the safe side). Then download a copy of ESET Smart Security 8.0.312, install it as you normally would, but make sure that pre-release updates are enabled. This allows your copy of ESET Smart Security to download the various modules required for some level of compatibility with Microsoft Windows 10.

Keep in mind, though, that all features in ESET Smart Security (or ESET NOD32 Antivirus, for that matter) may not work under Windows 10, be limited in functionality or behave differently than under released versions of Windows. Microsoft has been releasing new builds of Windows 10 on a rather aggressive schedule, and it takes some time for ESET's engineers to verify compatibility, make any changes required and test those, etc.

And, of course, if you do come across issues, be sure to let us know here on the forum so that we can investigate them.

Regards,

Aryeh Goretsky

zigzag3143 · April 8, 2015

Just re-installed 8.0.312 with pre-release checked and the problem still exists on Windows 10 Build 10049 and promptly un-installed same. I was hoping by now the problem would have been resolved but it has not been

Edited April 8, 2015 by zigzag3143

Aryeh Goretsky · April 9, 2015

Hello,

Thank you for the feedback. Will inform the development team.

Regards,

Aryeh Goretsky

zigzag3143 · May 3, 2015

Two Win 10 builds have been released in the last month and ESS still exhibits the same symptoms. Given win 10 will be RTM'ed in the summer I would really like to be able to test it before then. I just downloaded and installed the newest version available on build 10102 (10074) and it still is doing the same thing so I was forced to remove it

SweX · May 4, 2015

Marcos said:

"Currently Windows 10 build 10041 is the last one supported by modules."

In anycase, be sure to have pre-release updates enabled so you get compatible modules ASAP when they are released.

Marcos · May 4, 2015

If you can reproduce the crash, please make sure that generation of complete application memory dumps is enabled in the ESS setup under Tools -> Diagnostics. After egui crashes, compress dump(s) found in C:\ProgramData\ESET\ESET Smart Security\Diagnostics, upload the archive to a safe location and pm me the download link.

zigzag3143 · May 4, 2015

@SWEX

Did not work in a clean install from ISO in 10041, did not work in any build since.

@Marcos.

Love to help because ESS is my preferred app but unfortunately I can no longer even install ESS (even offline) in 10074 nor 10102. Both were clean installs from ISO'S. Both easily replicated on 3 different machines.

Installer keeps relling back before install is completed. If there is a temp log somewhere point me to it and I will be happy to provide it

rugk · May 9, 2015

Did you used the offline installer or the online installer?

BTW you can of course also try to use the other one and look whether it will work and if not you will maybe get (another, maybe more detailed) error message.

zigzag3143 · May 9, 2015

First tried the online and it failed. I then downloaded and tried to install locally, and it failed. I Also did a completely vanilla install from ISO and re-tried the local and it still failed. This is one 3 machines so it is not the hardware. Win 10 will be released in the next 60-90 days and I would hope it is working by then

ChilinMichael · May 10, 2015

Yes, the current copies of Eset Smart Security and Windows 10 (build 10074) seem to be having an issue getting along. It's not just HIPS, after only minutes I get "Eset Main GUI crashed", I've had to uninstall it and run with Windows Defender *blegh* until this is fixed. If anyone knows a workaround, let me know lol.

Marcos · May 11, 2015

Please make sure that you have ESET configured to generate complete application memory dumps under Tools -> Diagnostics. When egui crashes, a dump should be generated in C:\ProgramData\ESET\ESET Smart Security\Diagnostics. We'll need it for further analysis. Also we've been testing on our products on Windows 10 10074 and newer and no issues were found.

Meh · May 13, 2015

Please make sure that you have ESET configured to generate complete application memory dumps under Tools -> Diagnostics. When egui crashes, a dump should be generated in C:\ProgramData\ESET\ESET Smart Security\Diagnostics. We'll need it for further analysis. Also we've been testing on our products on Windows 10 10074 and newer and no issues were found.

As of today 5/13, Windows 10 Build 10074 is the newest build so I'm not sure how you would be testing this on a newer version of windows than the current build.

BTW, this crashes multiple times every few minutes for myself and a few co-workers. We have been testing on laptops, desktops, HP, Dell, you name it, it crashes. I'd love to know how you're running this without replicating our issues.

With the release of Windows 10 right around the corner I would think MS already has the kinks worked out as they put the finishing touches on their product. Meanwhile Eset continues to disappoint... and crash.

Marcos · May 13, 2015

Please make sure that you have ESET configured to generate complete application memory dumps under Tools -> Diagnostics. When egui crashes, a dump should be generated in C:\ProgramData\ESET\ESET Smart Security\Diagnostics. We'll need it for further analysis. Also we've been testing on our products on Windows 10 10074 and newer and no issues were found.

As of today 5/13, Windows 10 Build 10074 is the newest build so I'm not sure how you would be testing this on a newer version of windows than the current build.

BTW, this crashes multiple times every few minutes for myself and a few co-workers. We have been testing on laptops, desktops, HP, Dell, you name it, it crashes. I'd love to know how you're running this without replicating our issues.

With the release of Windows 10 right around the corner I would think MS already has the kinks worked out as they put the finishing touches on their product. Meanwhile Eset continues to disappoint... and crash.

Where can I find dumps from the crashes as requested in my quoted post?

ChilinMichael · May 13, 2015

I'm going to install it again this evening and have the dumps for you tomorrow. I never mind lending a hand!

Meh · May 14, 2015

Please make sure that you have ESET configured to generate complete application memory dumps under Tools -> Diagnostics. When egui crashes, a dump should be generated in C:\ProgramData\ESET\ESET Smart Security\Diagnostics. We'll need it for further analysis. Also we've been testing on our products on Windows 10 10074 and newer and no issues were found.

As of today 5/13, Windows 10 Build 10074 is the newest build so I'm not sure how you would be testing this on a newer version of windows than the current build.

BTW, this crashes multiple times every few minutes for myself and a few co-workers. We have been testing on laptops, desktops, HP, Dell, you name it, it crashes. I'd love to know how you're running this without replicating our issues.

With the release of Windows 10 right around the corner I would think MS already has the kinks worked out as they put the finishing touches on their product. Meanwhile Eset continues to disappoint... and crash.

Where can I find dumps from the crashes as requested in my quoted post?

Just crashed.. Dump created in C:\ProgramData\ESET\ESET NOD32 Antivirus\Diagonstics

File name: eset_00952248_1adc.dmp

size = 0KB

the file is empty.

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Eset Smart security crashing and restarting in windows 10 (build 9926) ESS version 8.0.304

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