ESET Smart Security 5 Registration - Breaking Windows

Discussion in 'ESET Smart Security' started by dizafrabadoo, Sep 14, 2011.

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  1. beastro

    beastro Registered Member

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    I have one WIN7 ultimate 64bit PC which updated perfectly fine and runs without problems and another one WIN7 ultimate 64bit that hangs upon starting.

    Both have the same folder structure. On both I installed to default system drive directory and both run essentially the same programs.

    As you can see, the problem is a bit more complex....

    regards
     
  2. super1

    super1 Registered Member

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    PC freeze on startup

    Hi

    I had this problem on ESET Smart Security 5 RC and the final version, When I installed Eset 5 on D: and then restarted,
    The Windows was completely freezed so I pressed the reset button on the case, But it was still freezed, So I uninstalled eset in safe mode.

    I have Desktop PC

    Wired connection
    Windows 7 Ultimate SP1 64Bit
    Intel Core 2 Quad Q9550
    GTX 570
    4GB Ram

    P.S. Eset 4 working fine.
     
    Last edited: Sep 18, 2011
  3. Frame

    Frame Registered Member

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    Reporting exact same issue on Windows 7 64bit. The loading of Windows completely stops. Taskbar icons don't even load sometimes normally and I have to force restart PC and pray that issue is gone. After few tries, when I see ESS 5 splash screen, I know that issue is gone because ESS loaded properly now...

    I completely reinstalled program. ESS 4 had no issues whatsoever.
     
  4. trens

    trens Registered Member

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    I have the same exact issue...

    Win7 x64 Ultimate

    I installed windows 7 to test and it will install, or did on my fresh win7 install x64 ultimate, but after reboot it would not work.

    When I tried to uninstall it my machine stopped responding.
     
  5. Frame

    Frame Registered Member

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    Exactly. I forgot to report that issue as well. It is rather critical for me to be fixed because I can't just keep my PC turned on constantly and pray when I restart for it to take 3-4-5 restarts in order to boot correctly.
     
  6. Marcos

    Marcos Eset Staff Account

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    To keep you all in the loop, the dll containing a fix to the issue has not been handed out to anybody cause it didn't work properly. I expect the devs to analyze the most current memory dump tomorrow so I keep my fingers crossed that they will eventually nail it down. As soon as we get it working on our test machines I'll let you know and provide it to those who have asked for it.
     
  7. Hotep

    Hotep Registered Member

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    Sydney Australia
    Just to update you Marcos on my situation. I went ahead and did a complete reformat of my HD and V5 is now running without a glitch! (at least for 24hrs)

    Thanks Marcos! (ESET Rocks):thumb:
     
  8. beastro

    beastro Registered Member

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    Well, that is a lot of work to make one program work and I don't think it should be necessary... I for one will not have time to do that.
    But it is consistent with my situation where V5 works on 1 PC but not on the other. Both are handled equally with same software, same maintenance etc.

    Marcos, is there any way you could pass your insights on to your spanish support team. I have been trying to explain to them that this is not going to be solved by reinstalling the program, but they don't seem to know about what exactly is going on.

    Thanks

    Berthold
     
  9. graveller39

    graveller39 Registered Member

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    Just to be sure...
    There will be an update to fix this once the cause is known right?
    Surely we won't all have to ask for this dll fix will we?
     
  10. GeustNo1

    GeustNo1 Registered Member

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    So this is my first Post on WSF, and for first:
    Hello out there!

    Now Back 2 Topic:
    I just registrated to ask and help for the issue with ESET since v5.
    But for first - sorry Guys - I am reaaaaal angry about that Problem, this is only happening because ESET quality and testing Section maded crap!
    And for these I "have to" pay?
    And this is no Chatsoftware, it is my Securitysoftware that have to protect me - or did anyone got an heuristic in his Head without seeing any Source ;)

    Ok - now enaugh flame!

    So,
    I got the Login Loop on Windows 7 64 Bit to (SP1, Ultimate, not cracked or anyway) after the upgrading with the Full Installer from Version 4, the Path is not on C:!
    To fix it i personally tried first deactivating the Service in Secret Mode,
    after that I could normaly login again.

    So, I thought it was the Installer or something else too (the new Cloudservice was deactivated at first "Upgrading", but that was keeping me in the wrong way), so remove everything.

    Cause I Upgraded in the exact some Path I got many Problems with removing v4 and v5 - both pissed me totaly off (why wouldnt 4 will be delete, or replaced? Why the Regestry Entries still there?) cause I had to rape Google 30 Minutes to look for manuell paths ... at the End I get it, but ESET, you have to code this part again and test it *hell :cautious:*!

    Ok, trying to install via Live Installer, other Path now than v4/5 bevor, but still the same E: Drive ->
    for first I have to say that the Live Installer interrupted, cause I "got a newer Version" -.- nargh, so looking for Crap again and there it is, a little piece from v5 Offline Installer in the Regestry, after deleting the install works.

    But, won´t help, like I know now, cause the trouble isn´t the Installer or something (readed here for first time, and I have to say it was difficult to find :D cause I think this is the only Entry on WWW, and I´m happy that I looked for english Posts at first, cause in other languages (my nativ) I didn´t find anything...)

    So, now I will Upgrade my Win7 64Bit Laptop, it just got 1 Partition cause SSD so I hope now that the Standard Drive will fix it for first!
    I won´t change my Desktop System again, I wait for your Patch.

    For the next time,
    test your Software ESET - or I maybe have to change the Product, but until now I was happy with the "Underdog" ESET that works real well ;) So I hope you will get it again.


    Regards
    GuestNo1 (WFS is the first Plattform ever that blocked my Nickname as Guest :D)

    Ps.: How we can "update" this issue? Cause, I cannot start the Service manuell after Loged in!
    And some question to all who get this Problem: I personally have a modified Winlogon Process from some other SecuSoftware, think should try without for 1 time...

    And, please excuse my english :) I trie my best but it cross with my language :)D BIG or small Characters...)
     
    Last edited: Sep 20, 2011
  11. Marcos

    Marcos Eset Staff Account

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    Update: several fixes have been made and the results of internal tests look promising. If everything goes well I shall supply a fixed dll to those who have asked for it.
     
  12. stanr

    stanr Registered Member

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    Marcos,

    Thanks for the update.
     
  13. xxJackxx

    xxJackxx Registered Member

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    I mean this as a helpful suggestion but there really should have been more public builds for beta testing. Too many things slipped through to the final release.
     
  14. agoretsky

    agoretsky Eset Staff Account

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    Posts:
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    California
    Hello,

    It seems that many of the people who reported this issue either did not test the beta release, or installed it to their system volume (e.g., the C: drive).

    That said, I will ask ESET's QA department about testing future installations to non-standard paths.

    Regards,

    Aryeh Goretsky

     
  15. stanr

    stanr Registered Member

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    Does this mean that If I did not install the beta release and/or Install v5 to the C: <installer default> drive I will have a problem? Or.. I won't have the problem?

    Sorry for the confusion.

    I have v4x installed now and will remove it before the up date.
    Windows 7 x64
     
  16. GeustNo1

    GeustNo1 Registered Member

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    Take your Version 4 until everything is clear!
    You won´t get HiJacked just cause ESET is in Version 4, but the possible troubles would stop me if I knowed it earlier.

    ESET:
    Did you really want to say me the hole Company never tested a non-standard Path on Version 5? Sorry but that, im outraged, think I never will get it why...

    And, Moderators,
    are we now the bad Persons cause we haven´t support you enaugh with Beta Testing? I would never Test this on my Working Machines, and testing on some VM isn´t real enaugh cause it don´t use my nativ Hardware as it is, and for normaly I just got 1 virtual Drive ...

    I hope this will get ESET Part for the future and brings up future quality to the Software!
    Especially the Uninstall Part like I sayed.

    Regards
     
  17. denjin

    denjin Registered Member

    Joined:
    Sep 21, 2011
    Posts:
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    Hi guys, I had the same problem on Win7 X32. After installing it on partition D:, windows faild to login, or just freezed after logging. Eset's customer service told me to use their remover program (which deleted the D:\programfiles folder entirely yaaaaaay:)) and do a clean setup but it wasn't either the solution.
    Now I've installed it on partition c: and it seems to work without any problems.
    An interesting thing I found is Windows Defender enabled itself somehow during ESS install. I don't know why, beacause I kept it inactive. Maybe it caused the problem, so after you've installed ess5 turn off Win. Defender and restart.

    p.s. Sorry for my bad english:p
     
  18. graveller39

    graveller39 Registered Member

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    For those who believe the problem may be related to installing on a drive other than the system drive c...

    I installed ESS v5 on drive c - no upgrade (I was previously using AVG) - and experienced the same problem - ESS seemed to be hung up on the startup scan or updating - either way, I could not use the machine until I uninstalled (had to go to safe mode for that).

    I'm using Win 7 64-Bit Home Premium w SP1 on an ASUS laptop.

    And again I ask, will the dll fix be incorporated into an update for v5?
     
  19. iviv

    iviv Registered Member

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    Apr 3, 2009
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    Hmm, I guess I'll hold off on updating to V5 for a couple more weeks then. Rather wait for a fix rather than possibly have issues with my system, and V4 is doing the job just fine right now.
     
  20. beastro

    beastro Registered Member

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    Sep 17, 2011
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    I herewith ask for it.

    Regards

    Berthold Hamburger
     
  21. agoretsky

    agoretsky Eset Staff Account

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    Location:
    California
    Hello,

    For the time being, you should install ESET v5 to the system drive (the same drive Microsoft Windows is installed to). On most computers, this will normally be the C: drive.

    Regards,

    Aryeh Goretsky

     
  22. agoretsky

    agoretsky Eset Staff Account

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    California
    Hello,

    At any software developer, even one as large as Microsoft, there is a finite amount of time and resources available to test any program. When a company does software testing, it has to choose the types of environments and configurations that are used by the overwhelming majority of its customers in order to ensure that as many people as possible have a great experience free of any trouble like bugs, performance issues and so forth.

    Any company with a large enough userbase, though, realizes that this is not going to cover every possible configuration and use scenario for the software, which is one of the main reasons they do things like release beta test versions. Those help capture data on all of the oddball software and hardware configurations and corner-case usage scenarios that you just don't have yourself to test with.

    Companies can (and do) develop some really sophisticated instrumentation for capturing that data—I think this is one area where Microsoft excels—however, there are always trade-offs there in how much telemetry data they can collect and the frequency of grabbing that data. Not to mention little things like where you store that data, what tools you use to mine it and what sort of patterns you look for, and so forth.

    Personally, I would love to be able to do something for our customers where we could, say, run ESET SysInspector daily and send the resulting log file back to ESET for analysis along with a copy of the software's XML configuration data. Realistically, though, I know that opens up a host of issues ranging from the practical (storage and bandwidth requirements) to the practical (complaints about time required to generate and transmit logs, managing opt-in or opt-out mechanisms) the more esoteric (i.e., perception of being intrusive and/or creepy). I think anyone who is familiar with ESET, or has at least used the company's software for a while, knows that they handle issues involving PII, or even potential PII, very seriously, which is why those types of requests will probably only be limited to when it's required to help troubleshoot a customer-reported problem.

    You yourself point out one of the problems software companies like ESET have to deal with, and that's customers testing the software in low-fidelity environments like a virtual machine, e.g., test environments which don't match their production environments. At the end, a customer may end up with software that worked perfectly during testing, but doesn't when rolled out. That's why it is so important to test things in as accurate an environment as possible before rolling them out. If you work in a managed IT environment, you're probably aware of this; it's why it takes so long to get a new version of software. It has to properly (and exhaustively) tested against everything else in that environment to make sure it works properly and doesn't cause any computers or employees to explode by accident.

    As mentioned before, every time ESET publicly beta tests a program, it gains valuable feedback about things it needs to add to the next round of internal testing. This occurred with V3.0, V4.0 and V4.2, and V5.0 is no different in that respect.

    At the end of the day, I think it is fair to say that both software companies and their customers can do a better job beta testing software in the future. I, for one, know that ESET will, as something is always learned that becomes a new test procedure. I'm hoping all the other folks out there who like looking at things like bleeding-edge beta code will as well, by taking a hard look at future versions and running them in realistic environments to help test them as thoroughly as possible.

    Regards,

    Aryeh Goretsky


     
  23. graveller39

    graveller39 Registered Member

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    agoretsky,
    please tell me that was an apology...
     
  24. patch

    patch Registered Member

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    Agoretsky
    I do not doubt Eset put a lot of effort into internal beta testing.
    IMO where they could improve is more effective use of customers for beta testing. By this I mean multiple betas should be released and testers encouraged to retest with each to confirm bugs have been removed. See here for an example of what I am trying to describe http://www.mediamonkey.com/forum/viewtopic.php?f=6&t=54426&start=75
    The important feature being 1-2 new beta a week for about a month.
    The limited beta releases from Eset discourages customer participation
     
    Last edited: Sep 22, 2011
  25. graveller39

    graveller39 Registered Member

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    I'm a bit a puzzled why 6 days would go by without any word on the dll fix...

    makes me wonder how serious ESET is taking this - three times I've asked a simple question with absolutely no answer.
    and still no thought of an apology - just a long-winded defense.
     
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