App not opening, not appearing in system tray

[nshalihin 0]

I have used ESET since 2012 with absolutely no issues. Now that I have upgraded to HOME Security Premium for a year this is the first time I encountered an issue with 17.1.11.0 which I have never had before. The HOME Security Premium icon does not appear on the system tray, and app window will not open after clicking from the Windows Start Menu.

1. I have tried uninstalling and reinstalling using the usual method, but the problem persists.
2. I have tried uninstalling using the Uninstaller Tool in Safe Mode, same issue.
3. Windows Security indicates that ESET Security is turned on.
4. ESET SysInspector and SafeBanking and Browsing is working fine. The Window appear when clicked on start menu or desktop.
5. I am using Windows 11.

At this point, I have no clue what is happening, and I assume it could be the 17.1.11.0 app build.

Edited May 9 by nshalihin

[Marcos 5,107]

Please provide logs collected with ESET Log Collector for a start.

[nshalihin 0]

I have run Log Collector and sent it to Technical Support as well. Will update the outcome.

Edited May 10 by nshalihin

[nshalihin 0]

Hi,

I have not received any update for a fix from technical support yet. In fact, I am puzzled on why I was given a new support ticket which I did not open. I assume it was submitted by Tech Support.

Case type: (Obsolete) Other issue with ESET product
Case issue: Not Specified
Subject: License Username: EAV-04270XXXXX

Issue description: License Username: EAV-04270XXXXX


The ESET Smart Security Premium icon does not appear on the system tray, and app window will not open after clicking from the Windows Start Menu.

I have tried uninstalling and reinstalling using the usual method, but the problem persists.



Expected Behaviour: NIL
Steps taken so far: 1. I have tried uninstalling using the Uninstaller Tool in Safe Mode, same issue.
2. Windows Security indicates that ESET Security is turned on.
3. ESET SysInspector and SafeBanking and Browsing is working fine. The Window appear when clicked on start menu or desktop.
4. I am using Windows 11.

At this point, I have no clue what is happening, and I assume it could be the 17.1.11.0 app build.
Steps to reproduce: NIL

Version: 17.0
Product: ESET Smart Security Premium
Operating system:
TSI Ticket Code: PL417-OMLJ1
RefID: ref:!00D0Y01lCTe.!500Vk039Ffd:ref

[Marcos 5,107]

According to the logs it appears that egui_proxy.exe is running. Did you check if the icon is not being hidden automatically?

Does it appear after enabling it in the taskbar?

[nshalihin 0]

I have checked it is not being hidden. The program icon is just not there. I also have the program pinned in the taskbar. When I click on it, there will be a loading wheel next to my cursor for a few seconds but nothing happens, the app will just refuse to open.

[Marcos 5,107]

We suspect Sonic Studio to be the culprit. Please try uninstalling it:

c:\users\eXXXe\appdata\local\nhnotifsys\sonicstudio\asusns.exe, , A-Volute NS, A-Volute

[nshalihin 0]

I have uninstalled Sonic Studio but the issue persists. I went to uninstall Sonic Radar 3 as well and it turns out ESET now is available after restart. I did several restarts to replicate the issue and ESET window is available each time. Sonic Radar 3/Studio was the problematic program, thank you.

Edited Thursday at 05:50 AM by nshalihin