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Eset Cyber Security Blocks Spotify Startup Process


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I'm having a minor issue with Eset Cyber Security in my Macbook Pro - whenever I start Spotify, it hangs. It opens the application window but doesn't show anything, just a black background, while the beachball spins around. If I kill the Spotify app from the Finder and launch it again immediately, it starts without issue most of the time.

 

Fooling around, I've noticed this happens only when the real time file protection in Cyber Security is enabled. With it turned off, Spotify launches without issue. Anybody else has experienced something similar?

 

I'm in a 2012 15'' Macbook Pro with OSX 10.11.3 and using Spotify 1.0.20.101.ge6957e14 and Cyber Security 6.1.12.0

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  • 2 weeks later...

I have the same problem! It all started when I upgraded to OS X 10.11 El Capitan. Since then, Spotify keeps freezing at start-up, in about 9 out of 10 times. The whole system freezes, and I have to force quite Spotify to regain control over my system. I've been searching for a fix, and I ran into a post on the Spotify message board which mentioned it had something to do with ESET software. 

 

When I was still on OS X Mavericks, the OS, Spotify and ESET Cyber Security Pro worked in perfect harmony, it all started just recently. Both my version of OS X, as well as Spotify and ESET Cyber Security Pro are updated to the latest version and even reinstalling the software doesn't work. Does anybody know about a solution to this slightly irritating problem? 

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  • ESET Moderators

Hello,
Thanks for reaching out to us with this issue.
Please visit hxxp://support.eset.com/kb3404/ and create an output from the tool in that article right after the issue occurs.
Once you have the output, send it to your local ESET support office who will track and escalate the issue to the developers and will let you know of the result.
Thank you,
T.

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Thanks for the reply, Tomas. I will download the tool and run it right after the problem occurs. Please note: After force quitting Spotify (and fire it up again), or after disabling the real time protection of ESET Cyber Security Pro, the issue is temporarily resolved. 

 

What do you mean with 'local ESET support office'? Also, my Mac completely freezes when I try to open Spotify for the first time after booting. Therefore, I will have to force quit the application, and only than I can run the tool. Will it still be useful than, or will nothing show up in the log? 

 

Regards, 

 

Bram

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  • 1 month later...
  • Most Valued Members

Please note: After force quitting Spotify (and fire it up again), or after disabling the real time protection of ESET Cyber Security Pro, the issue is temporarily resolved. 

 

What do you mean with 'local ESET support office'? Also, my Mac completely freezes when I try to open Spotify for the first time after booting. Therefore, I will have to force quit the application, and only than I can run the tool. Will it still be useful than, or will nothing show up in the log?

 

I'm not experiencing issues with Spotify and Cyber Security Pro at the moment, are you running OS X 10.11.4 and ECSP 6.1.12.0? Have you tried turning off the option to automatically open Spotify after login, and/or turning off the option to allow Spotify to be opened from the web (In Spotify > Preferences... > Show Advanced Settings)? Are you using any other apps for Spotify? Have you tried re-downloading and re-installing the Spotify client?

 

If you are still having the issue, you can send the output to ESET Support by opening Cyber Security > Help > and click 'Online form' under Customer Care which should automatically redirect you to an online form for sending to support (as you can attach a file). I would still run the tool after force quitting anyway, it may still be beneficial for them.

 

Local ESET support office simply means your nearest or closest ESET support office (eg. If you're in the USA, you will get support from ESET USA; UK will get support from ESET UK, etc).

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