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ESET Endpoint Antivirus Locking Up Windows 7 Pro


mis@calspas
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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

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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.

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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.

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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

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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?

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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 Filtering
a. 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 window
c. Navigate to Web and email -> Protocol filtering
d. 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

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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)

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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.

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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.

 

We've also had a few users report hard locks since installing ESET Endpoint Security v6.

 

@LocknetSSmith: Do you happen to know what model Dell computers you are using? The users that have reported this issue to us are using Dell Latitude E6430 laptops.

Edited by kit
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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

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I disabled protocol filtering this morning on the 3 PCs suffering the most and all have stayed alive today...

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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

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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

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  • 2 weeks later...

Hi All,

 

Just curious if there has been any progress on this issue. We have Idle State Scanning disabled in our policy but continue to receive reports of hard locks. Any updates?

 

Thank you!

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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.

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Marc - are you still finding it's just idle state scanning causing the freeze?

 

Has anybody heard anything from ESET on this?

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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. 

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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. 

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  • 1 month later...

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

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