mis@calspas 0 Posted April 13, 2015 Share Posted April 13, 2015 I began deploying ESET Antivirus last week and so far I have had at least 4 PCs freeze up since the installation (including my PC!) These 4 locked up over the weekend. It was a hard lockup since none of the input devices worked (e.g., mouse, keyboard, etc.) Anyone else experiencing this issue on Windows 7 Professional? Each of the 4 machines are of different manufacturers so it should not be PC related. Thanks to all, Marc at Cal Spas Link to comment Share on other sites More sharing options...
Administrators Marcos 5,277 Posted April 13, 2015 Administrators Share Posted April 13, 2015 Do you have ESET Endpoint v6 deployed? It should be perfectly and we haven't received any reports of issues like this so far, with the exception of 3rd party problematic drivers causing issues. If you can reproduce the issue at any time, please generate a manual memory dump as per the instructions at hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN380. When done, compress the memory dump, upload it to a safe location and pm me the download link. Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 13, 2015 Author Share Posted April 13, 2015 Thanks for your reply. I am running 6.1.2222.0. Brand new installation of the latest version of ERA. I already sent the System Log to Support but they did not ask for a memory dump. I made the dump file and I will put it up on Dropbox. How can I invite you to the folder? I do not have your email. Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 13, 2015 Author Share Posted April 13, 2015 Marcos: I sent the dropbox link to ccreply@eset.com with the following in the text: ESET Support Case Update: 1300227 - Other Issue - Other products or services issue Link to comment Share on other sites More sharing options...
cetrix 0 Posted April 16, 2015 Share Posted April 16, 2015 Hi, we also have the same Problem and I created a support case for that. But I wanted to ask, If you already got something done or did find something? Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 16, 2015 Author Share Posted April 16, 2015 I have been working with one of their go-live consultants. We turned off a lot of things of which the consultant did so fast, I was unable to keep up. The one that support told me to change was: (And we are not locking up anymore. 3. Disable Protocol Filteringa. Open the main program window by clicking the ESET icon, next to the system clock, or by clicking: Start -> All Programs -> ESET -> ESET Endpoint Security or ESET Endpoint Antivirus (EEA)b. Press F5 on your keyboard to access the Advanced setup windowc. Navigate to Web and email -> Protocol filteringd. On the right side of the window, uncheck "Integrate into system"e. Reboot the machine What I found though is that you can do the same thing in the Policies and that will push out to all of your machines. Make sure your machine groups are assigned to a policy (I used the Balance one) and then you will find this under Email and Web.) I did that but we also did some other settings. I will be working with him again this afternoon so I will try to find out what else was removed. I'll post what I can find out. Good Luck! Marc Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 16, 2015 Author Share Posted April 16, 2015 Cetrix: Try disable Advanced Memory Scanner and Idle Scanning. I am testing both settings and I will let you know. Marc Link to comment Share on other sites More sharing options...
cetrix 0 Posted April 17, 2015 Share Posted April 17, 2015 @mi@calspas ok I will also try that Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 17, 2015 Author Share Posted April 17, 2015 By the way, I put the Protocol Filtering back on (with the other two settings off) and my machine stayed running overnight. So now, I just have the other two off. (Advanced Memory Scanner and Idle Scanning) Link to comment Share on other sites More sharing options...
cetrix 0 Posted April 20, 2015 Share Posted April 20, 2015 I did only disable the Idle Scanner and got again freezes. I will now try to disable the Memory Scanner Link to comment Share on other sites More sharing options...
LocknetSSmith 6 Posted April 21, 2015 Share Posted April 21, 2015 I just wanted to chime in that we also have a case open with Support for v6 Endpoint Security and Endpoint Antivirus hard locking three computers here. I've submitted gigs of logs to support, and they've sent them on to the Dev team. One thing of interest that I found is that the three users here that are hard locking use Dell computers. The rest of us running v6 have HP's. Not sure if that matters or not, but I thought I'd add to the conversation. Link to comment Share on other sites More sharing options...
LocknetSSmith 6 Posted April 22, 2015 Share Posted April 22, 2015 Dell Latitude E6540, and Latitude E5540 Link to comment Share on other sites More sharing options...
dpit 0 Posted April 22, 2015 Share Posted April 22, 2015 I have 19 of 24 PCs freezing on ESET endpoint security 6. Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 22, 2015 Author Share Posted April 22, 2015 One of my machines is an HP and the other is a Dell. The lockups here do not follow the machine type. Cheers! Marc Link to comment Share on other sites More sharing options...
LocknetSSmith 6 Posted April 23, 2015 Share Posted April 23, 2015 Yeah this is an unfortunate thing, but I'm thinking it doesn't follow a machine type now too. Although the only users we have who are hard locking have Dells, I also have users with Dells who aren't hard locking. To me that points more towards an incompatibility with a chipset issue. I remember with v5 first launched, computers with a certain chipset would hardlock if you ran HIPS - they fixed it pretty fast if I recall Link to comment Share on other sites More sharing options...
dpit 0 Posted April 23, 2015 Share Posted April 23, 2015 I disabled protocol filtering this morning on the 3 PCs suffering the most and all have stayed alive today... Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 23, 2015 Author Share Posted April 23, 2015 dpit: Ok, I did the same but then my ESET support engineer had me turn off Advanced Memory Scanner and Idle Scanning. So I put back the protocol filtering and just left the other two disabled. No lock ups so far. Now, I am going to put them back one at a time. I will keep the forum abreast of my results. Marc Link to comment Share on other sites More sharing options...
mis@calspas 0 Posted April 24, 2015 Author Share Posted April 24, 2015 OK, yesterday, I enabled Idle State Scanning and my machine locked up last night! Everything was fine until the morning. Locked up tighter than a drum. Marc Link to comment Share on other sites More sharing options...
Administrators Marcos 5,277 Posted May 6, 2015 Administrators Share Posted May 6, 2015 OK, yesterday, I enabled Idle State Scanning and my machine locked up last night! Everything was fine until the morning. Locked up tighter than a drum. Marc Have you received a reply from Customer care with the result of analyzing the memory dump? If the dump is still available on Dropbox, please pm me the download link. Link to comment Share on other sites More sharing options...
dpit 0 Posted May 11, 2015 Share Posted May 11, 2015 Marc - are you still finding it's just idle state scanning causing the freeze? Has anybody heard anything from ESET on this? Link to comment Share on other sites More sharing options...
LocknetSSmith 6 Posted May 12, 2015 Share Posted May 12, 2015 To all involved. ESET Support provided the information below in regards to our hard lock issues. Since applying this hotfix, the users I had which were experiencing issues have not frozen up. It has been about two weeks. "We have information from our developers that this issue seems like the issue is MS bug, with hotfix available, but not automatically distributed via auto updates. hxxp://support.microsoft.com/kb/2664888" I should also advise that they also recommended that we install the most recent version release of Endpoint Security (version 6.1.2227), but we have not yet done that. As of Friday, May 8th, the latest version wasn't available on the products page in our RA Server. I'll be checking again today. Link to comment Share on other sites More sharing options...
ESET Moderators foneil 342 Posted May 12, 2015 ESET Moderators Share Posted May 12, 2015 We do have an ESET Knowledgebase article with the support solution provided to LocknetSSmith (the same MS hotfix), albeit the article only identifies ESS/EAV Business Edition and wasn't updated for EEA/EES (we've had this solution since Sep 2014): System is unresponsive with ESET's server products installed on Windows Vista, 7, 2008 Server, SBS 2008 and later hxxp://kb.eset.com/esetkb/index?page=content&id=SOLN2567 Let us know if this KB solution works and provide any additional feedback to update the article. Link to comment Share on other sites More sharing options...
jduvillard 0 Posted July 5, 2015 Share Posted July 5, 2015 I had at least 2 remote computers crashing every night for a month. Since I have installed KB2664888 on all our remote desktops 2 weeks ago, I have not had a single crash. Thank you for sharing LocknetSSmith Link to comment Share on other sites More sharing options...
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