Sistemas Tendencia 1 Posted July 16 Share Posted July 16 We are experiencing a problem with some devices that have the following configuration: Operating system: Windows 10 22H2 up to date. Software: Microsoft Outlook 2019 version 2406 64 bits up to date. Antivirus: Eset Endpoint Security 11.1.2039.2 newly installed. When we try to send a reply to an email, Microsoft Outlook becomes unstable and fails to send message. The only way to solve it was to disable integration with Outlook through Eset advanced options. With the previous version of Eset Endpoint Security (11.0.2044.0) this problem did not occur. Please check it. Bragard 1 Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted July 17 Administrators Share Posted July 17 Please raise a support ticket for further troubleshooting of the issue. Quote Link to comment Share on other sites More sharing options...
Bragard 3 Posted July 18 Share Posted July 18 Hi, I confirm the issue. Since ESET 11.1.2039.2 is installed, we are experiencing the same issue on different computers with outlook 2016/365 on Windows 10/11. Disabling the integration with Outlook do the trick but this is not a solution for the long term. Thanks in advance. Sistemas Tendencia 1 Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted July 18 Administrators Share Posted July 18 Does it happen only when you attempt to send an email message to multiple recipients? If you send it to one it works? Quote Link to comment Share on other sites More sharing options...
Bragard 3 Posted July 18 Share Posted July 18 It happens with one/multiple recipients and with/without attachment. I successfully reproduce the issue after every fresh restart of the computer but afterwards it happens only from time to time. Quote Link to comment Share on other sites More sharing options...
Sistemas Tendencia 1 Posted July 18 Author Share Posted July 18 I have the same issue and same symptoms reported for Bragard in my end. ESET local support don't recognize this probleme, they tell me is a Microsoft Office issue. Please check it. Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted July 19 Administrators Share Posted July 19 5 hours ago, Sistemas Tendencia said: ESET local support don't recognize this probleme, they tell me is a Microsoft Office issue. Please provide me with your ticket ID as well as the communication with the support (including the "from" email address and subject) in a private message. It appears that the ticket was not handled correctly by your local ESET technical support. If disabling email client integration makes a difference, they should have asked for an advanced email client protection log and logs collected with ESET Log Collector and pass them to ESET HQ for perusal. Peter Randziak 1 Quote Link to comment Share on other sites More sharing options...
Sistemas Tendencia 1 Posted July 19 Author Share Posted July 19 Communication with local ESET support was via WhatsApp and call, I do not have a ticket number. Where could I report my case directly to the ESET team without going through local support? Quote Link to comment Share on other sites More sharing options...
Sistemas Tendencia 1 Posted July 19 Author Share Posted July 19 Nevermind, i create a support ticket via https://www.eset.com/int/support/contact/ Now waiting for response. Quote Link to comment Share on other sites More sharing options...
Arthur CROSNIER 1 Posted July 22 Share Posted July 22 We've got the same problem here, with Eset Endpoint Security 11.1.2039.2 and Outlook 2016/2019/2021. It seems like that it occurs when the message is sent to the Outbox, not when it's sent via SMTP. I'm saying this because it occurred for us in offline mode as well. Disabling the Add-In via policies work but it feels like a bit of a nuclear option. I submitted a ticket on the Support portal, but i hope this will help you pinpoint the issue. Bragard 1 Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted July 22 Administrators Share Posted July 22 An Outlook plug-in with a fix is being tested and the fix should be included in the next version of Endpoint if users confirm that it has fixed the issue. Juanma Yac, Arthur CROSNIER, Sistemas Tendencia and 1 other 4 Quote Link to comment Share on other sites More sharing options...
Juanma Yac 1 Posted July 24 Share Posted July 24 Hi Marcos, I currently have half of the company that can not send mails. we need an urgent solution. do you have an estimated time of when you can have that update available? or if there is a way to fix it temporarily? Bragard 1 Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted July 24 Administrators Share Posted July 24 8 minutes ago, Juanma Yac said: Hi Marcos, I currently have half of the company that can not send mails. we need an urgent solution. do you have an estimated time of when you can have that update available? or if there is a way to fix it temporarily? Unfortunately the root cause is not yet known. Some users even claim that the issue went away after temporarily disabling HIPS and rebooting the machine. Quote Link to comment Share on other sites More sharing options...
Bragard 3 Posted July 25 Share Posted July 25 10 hours ago, Juanma Yac said: Hi Marcos, I currently have half of the company that can not send mails. we need an urgent solution. do you have an estimated time of when you can have that update available? or if there is a way to fix it temporarily? Hi, I assume that you're using outlook. Disabling the "integration with outlook" fixes the problem until ESET released an update. The ESET hotline told me that reverting back to version 10 is a solution as well... Too time consuming for me. Best wishes, Sistemas Tendencia and Juanma Yac 2 Quote Link to comment Share on other sites More sharing options...
roga 2 Posted July 25 Share Posted July 25 I'm having the same problem with outlook 2016, look forward to resolution. Not happy about disabling email AV Bragard and Juanma Yac 2 Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted July 25 Administrators Share Posted July 25 Please carry on as follows: Close MS Outlook Enable logging (F5 -> TOOLS -> Diagnostics -> ADVANCED LOGGING -> Enable Email client protection advanced logging) Launch MS Outlook Reproduce the issue Create a full dump of Outlook.exe via the Task manager (right click Microsoft Outlook in the list of running processes -> Create dump file) Close MS Outlook Disable logging (F5 -> TOOLS -> Diagnostics -> ADVANCED LOGGING -> Enable Email client protection advanced logging) Supply logs collected with ESET Log Collector as well as the generated dump. Does Outlook become responsive after several minutes? Does disabling "Add recipient addresses from outgoing messages" make a difference? Does the issue occur after temporarily disabling HIPS and rebooting the machine? Quote Link to comment Share on other sites More sharing options...
HUGOK 0 Posted July 26 Share Posted July 26 I received ten same problem with Outlook 2010 which was fixed in detail by Eset Quote Link to comment Share on other sites More sharing options...
Dusan 2 Posted July 30 Share Posted July 30 I can confirm i have same problem in my company with sending emails. After i encounter problem with first few machines i stopped updating others to version 11.1.2039.2. So far i disable Mailbox protection and Email client antispam and successfully send mails which i was unable to send earlier because Outlook freeze every time. Quote Link to comment Share on other sites More sharing options...
Rob Schember 3 Posted July 30 Share Posted July 30 On 7/22/2024 at 2:47 AM, Marcos said: An Outlook plug-in with a fix is being tested and the fix should be included in the next version of Endpoint if users confirm that it has fixed the issue. @Marcos -- is this problem also present in ESET Endpoint Antivirus 11.1.2039.2, or is it only affecting ESET Endpoint Security? Bragard 1 Quote Link to comment Share on other sites More sharing options...
Sompong 0 Posted August 5 Share Posted August 5 (edited) I started getting reports from users within my organization about Microsoft Outlook not responding for a while after replying to an email. After asking my staff, I found out that this issue occurred after updating Endpoint Security 11.1.2039.2. I was not sure about this at first, but after I found this thread, I realized that many people have the same problem. I have temporarily disabled Integrate in to Microsoft Outlook To fix this urgently. I hope this issue will be permanently fixed in the next update. Edited August 5 by Sompong Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted August 5 Administrators Share Posted August 5 The issue was caused by performance optimization / offload in the latest version. We have a fix prepared which is going to be tested soon and then included in the next service release of our security products. It is said that the issue occurs with POP3 accounts and disabling this setting should resolve it: Also Outlook should start responding after 2 minutes and further email messages should be sent without Outlook becoming unresponsive. Could you confirm? Quote Link to comment Share on other sites More sharing options...
HUGOK 0 Posted August 5 Share Posted August 5 I confirm the solution Marcos works Quote Link to comment Share on other sites More sharing options...
KaewCYJ 0 Posted August 8 Share Posted August 8 On 8/5/2024 at 4:15 PM, Marcos said: The issue was caused by performance optimization / offload in the latest version. We have a fix prepared which is going to be tested soon and then included in the next service release of our security products. It is said that the issue occurs with POP3 accounts and disabling this setting should resolve it: Also Outlook should start responding after 2 minutes and further email messages should be sent without Outlook becoming unresponsive. Could you confirm? I would like to ask another question. Will turning off this function affect security? Quote Link to comment Share on other sites More sharing options...
Administrators Marcos 5,228 Posted August 8 Administrators Share Posted August 8 Turning off mailbox protection or integration with Outlook will cause: - antispam not to work - outgoing email messages not to be scanned - inability to re-scan email messages via the right-click menu. Email received via POP3(S) or IMAP(S) will still be scanned for threats. It is safer to mitigate the issue just by temporarily disabling the setting "Add recipient addresses from outgoing messages" under Email client protection -> Address list management until the next version of Endpoint which is expected to contain a fix. Quote Link to comment Share on other sites More sharing options...
Gadulowaty 1 Posted August 14 Share Posted August 14 I confirm that solution provided by Marcos is working. THANK YOU. I'm waiting for the patched version. Marcos, can you give me a hint on the expected release date ? Peter Randziak 1 Quote Link to comment Share on other sites More sharing options...
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