egui.exe Hang in Smart5.0.95.0 WinXPSp3

Discussion in 'ESET Smart Security' started by John White, Jan 29, 2012.

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  1. John White

    John White Registered Member

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    Hi.

    I am a computer engineer that I’m working with ESET product for many years. But this month we have serious problem with ESET SmartSecurity 5.0.95.0 - English :

    We think that there is a bug in SmartSecurity 5.0.95.0 - ENGLISH or a software conflict. in our systems after installing fresh WINXPSp3 and installation of SmartV5 we find that EGUI.exe suddenly hangs 2-3Times a day and in TaskMgr is using more than 60% of CPU and graphical interface not work anymore (As in the picture attached).

    So system will slow down and we must End task the EGUI and when restart EGUI it will back to normal.

    This is Smart Module info :

    Virus signature database: 6837 (20120129)
    Update module: 1037 (20110921)
    Antivirus and antispyware scanner module: 1336 (20120123)
    Advanced heuristics module: 1121 (2011120:cool:
    Archive support module: 1138 (20111214)
    Cleaner module: 1053 (20120120)
    Anti-Stealth support module: 1026 (2011062:cool:
    Personal firewall module: 1071 (20110912)
    Antispam module: 1019 (20111213)
    ESET SysInspector module: 1221B (20110623)
    Self-defense support module: 1018 (20100812)
    Real-time file system protection module: 1006 (20110921)
    Translation support module: 1034 (20111214)
    HIPS support module: 1026 (20110725)
    Internet protection module: 1025 (20110929)
    Web content filter module: 1009 (20110705)
    Advanced antispam module: 1019 (20111202)
    Database module: 1017 (20120110)

    We also submit a support ticket #TICKET 63369 and we also send A log from Process Monitor and sysinspector log. But We did not receive any solution yet after 7 Days !!!

    We see this problem in more that 5 system with the same OS , Even a Fresh Windows , ... . This error is random and may not apear every day !

    HangScreenShot.jpg
     
  2. John White

    John White Registered Member

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    No help or solution for this big Problem ! Dear ESET support team Plz pay attention to this problem. :(
     
  3. agoretsky

    agoretsky Eset Staff Account

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    Location:
    California
    Hello,

    Can you please confirm that ticket number 63369 is the case you opened with ESET North American support? That seems to be a very old ticket number (circa 2007). Did you open a ticket with another office or leave off a digit?

    Regards,

    Aryeh Goretsky
     
  4. COSMO26

    COSMO26 Registered Member

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    Posts:
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    Probably Not related (I can't tell if you have it) BUT MBAM's most recent Ver Update to 1.60.1.1000 says this:

    • Fixed issue resulting in freezes in certain third-party security products on Windows XP.

    FYI for others even if no help to you.
     
    Last edited: Jan 31, 2012
  5. Marcos

    Marcos Eset Staff Account

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    Posts:
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    Generating a dump of egui.exe by running "procdump -ma egui" and supplying it to Customer care for perusal would likely help to determine the cause.
     
  6. John White

    John White Registered Member

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    #63369 This ticket is answered by ESET Slovak Support . They want us to send Procmonitor log and then no answere was ricived !!

    It is the signature of first answer from ESET :

    Kind regards,
    Tomas Mego
    ESET Customer Service
    Aupark Tower, 16th floor,
    851 01 Bratislava,
    Slovak Republic

    After 6 days when i send a follow up email with suject Re: #TICKET 63369 we recieve a answere that you close this ticket by this email. But it was just folow up email.

    We do not know how can we followup that ticket ?
     
  7. agoretsky

    agoretsky Eset Staff Account

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    Location:
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    Hello,

    Someone from the UK or the Slovak office should be getting in touch with you about the ticket.

    Regards,

    Aryeh Goretsky
     
  8. alant56

    alant56 Registered Member

    Joined:
    May 9, 2003
    Posts:
    19
    Location:
    Bournemouth UK
    Hi John

    Please contact ESET UK Tech Support on 0845 838 0832 Option3 - It's a local rate UK number, or email helpdesk@eset.co.uk - I guarantee a prompt response from the UK either way.

    Regards

    Alan - ESET UK
     
  9. John White

    John White Registered Member

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    Thank you dear support team.

    I find a solution and i want to know is there any ralation between them ?

    in one system we have error "User rules file contains invalid data" and support team give us a dll "ekrnHips.dll" with this information :

    Ver 5.0.65535.0 DEV

    and when we replace the new ekrnHips.dll we see that error "User rules file contains invalid data" does not appear again and specialy that systemnot hang again from that time and egui did not freez any more.

    Did u think that HIPS in Ver 5.0.95.0 have a confilict by XP SP3 ?

    We are testing about this matter and in all our system hangs did not repeat after replacing DLL file.

    Will ESET corect this problem in next version release ?
     
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