Explorer.ese freezes with KES 10 SP1 (10.2.2) on Win 7 [Solved]

[fleon]

I have just discovered a bug on KES 10 SP1 (10.2.2). I cannot reproduce it on Win 8.1, but i can reproduce it on two different machines with win 7, one x86 and the other x64.

 

Happens only with this KES version. The bug happens when launching from the control panel, the tool called "notification area icons". As soon as you click it, the option freezes and the only method to recover is to kill explorer.exe from the taskbar.

 

I have confirmed that this caused by KES, because on the same machines if i right click and exit Kaspersky (or just pausing protection) before launching the described option above, the freeze doesn't happen.

 

In my group policy, i have disabled: self-defense, vulnerability monitor, im antivirus, firewall, network attack blocker.

 

Please, try to reproduce this bug yourselves, i am extremely busy and cannot afford to supply tracing, GSI or any kind of logs. It takes too much time to generate / upload this information. It should be simple to reproduce.

[Nikolay Arinchev]

Hi,

 

Unfortunately, i`ve failed to reproduce the issues following the steps you described.

 

Maybe there is a tiny chance to collect at lest GSI log?

 

Tahnk you!

[fleon]

Hi,

 

Unfortunately, i`ve failed to reproduce the issues following the steps you described.

 

Maybe there is a tiny chance to collect at lest GSI log?

 

Tahnk you!

 

I uploaded GSI to dropbox since getsysteminfo.com still flags all zip files as corrupted.

 

https://dl.dropboxusercontent.com/u/2196224/gsi.zip

[Dmitry Eremeev]

I have just discovered a bug on KES 10 SP1 (10.2.2). I cannot reproduce it on Win 8.1, but i can reproduce it on two different machines with win 7, one x86 and the other x64.

 

Happens only with this KES version. The bug happens when launching from the control panel, the tool called "notification area icons". As soon as you click it, the option freezes and the only method to recover is to kill explorer.exe from the taskbar.

 

I have confirmed that this caused by KES, because on the same machines if i right click and exit Kaspersky (or just pausing protection) before launching the described option above, the freeze doesn't happen.

 

In my group policy, i have disabled: self-defense, vulnerability monitor, im antivirus, firewall, network attack blocker.

 

Please, try to reproduce this bug yourselves, i am extremely busy and cannot afford to supply tracing, GSI or any kind of logs. It takes too much time to generate / upload this information. It should be simple to reproduce.

 

Hello,

do You face with this issue every single time or episodic ?

Thank You.

[fleon]

Every time. As soon as i disable/exit KES, it doesn't freeze.

I tried just disabling the policy instead of disabling/exiting KES, and it freezes as well, which suggests the issue is not related to KSC / policy.

Bug doesn't happen on KES 10.2.1.23, or KES 8.1.0.1042.

 

I'm upgrading a machine that has 8.1.0.1042 (and doesn't have the problem) to the latest version to see if the problem appears

[fleon]

I can confirm that upgrading a third machine to the latest KES makes this bug appear.

[Dmitry Eremeev]

I can confirm that upgrading a third machine to the latest KES makes this bug appear.

 

Do You exit KES via interface or windows dispatcher ?

Thank You.

[fleon]

right click and exit. but pause instead of exit also works

[diego.moraes]

I'm having the same problem, I realized that some machines freeze the explorer suddenly. Had already opened a call yesterday INC000004317963.

I realized that when I stopped the Antivirus component files, slow turns.

 

I need help, this is causing many disorders in the company. :dash1:

[Nikolay Arinchev]

Hi,

INC000004317963

We will continue investigation within the incident.

 

Thank you!

[fleon]

I'm having the same problem, I realized that some machines freeze the explorer suddenly. Had already opened a call yesterday INC000004317963.

I realized that when I stopped the Antivirus component files, slow turns.

 

I need help, this is causing many disorders in the company. :dash1:

 

Are you having the same exact issue i am? I have only experienced this bug when accessing the "notification area icons" option.

Since our users don't use this option we can use this antivirus version, but still it should be fixed.

[Dmitry Eremeev]

Are you having the same exact issue i am? I have only experienced this bug when accessing the "notification area icons" option.

Since our users don't use this option we can use this antivirus version, but still it should be fixed.

 

Hello,

could You provide us screen shot of task manager ?

Thank You.

[fleon]

Hello,

could You provide us screen shot of task manager ?

Thank You.

 

Here is the screenshot, although i don't think it will be useful. I had to open the task manager previous to run the notification area settings otherwise the freeze won't let me open the task manager.

[Dmitry Eremeev]

Here is the screenshot, although i don't think it will be useful. I had to open the task manager previous to run the notification area settings otherwise the freeze won't let me open the task manager.

 

Hello,

sorry, but it's blank.

Thank you.

[fleon]

Hello,

sorry, but it's blank.

Thank you.

 

Uploaded again

[Dmitry Eremeev]

Uploaded again

 

Hello,

could you submit a request in CA and attach GSI report, product traces ?

Thank you.

[diego.moraes]

Hi,

 

We will continue investigation within the incident.

 

Thank you!

 

Is there any resolution forecast of the problem?

This problem is occurring on multiple machines.

Only stopping the file antivirus component the machine back to normal.

 

I am awaiting.

INC000004317963

[Nikolay Arinchev]

Hi,

 

INC000004317963

Thank you!

 

[fleon]

Has there been any developments in this matter?

[Dmitry Eremeev]

Has there been any developments in this matter?

 

Hello,

specialists process your request.

Thank you.

[diego.moraes]

Hello,

specialists process your request.

Thank you.

 

I'm hoping to solve the problem, but I will have to downgrade to version 10.2.1.23 because users are complaining much.

 

Please give feedback on the problem.

[Dmitry Eremeev]

I'm hoping to solve the problem, but I will have to downgrade to version 10.2.1.23 because users are complaining much.

 

Please give feedback on the problem.

 

Hello,

you got reply in CA.

Thank you.

[diego.moraes]

The slowness problem is converted policies using the conversion wizard.

To solve the problem create new policies without using the conversion wizard.

[Ivicask]

The slowness problem is converted policies using the conversion wizard.

To solve the problem create new policies without using the conversion wizard.

 

We have exactly the same problem with several windows 7 machines, same AV version, i now re-created policy fresh, but problem still persists, entire explorer feels blocked out, i cant reach notification area, in task manager cpu is around 5% only and ram 50% free, nothing eating it up, disabling AV solves it.

 

Is there any other quick solutions?There is several customers calling me angry now..

[Borshchev]

We have exactly the same problem with several windows 7 machines, same AV version, i now re-created policy fresh, but problem still persists, entire explorer feels blocked out, i cant reach notification area, in task manager cpu is around 5% only and ram 50% free, nothing eating it up, disabling AV solves it.

 

Is there any other quick solutions?There is several customers calling me angry now..

 

 

Hello.

 

 

Please clarify, is this possible to define the component initiating the issue?

 

You can do it by disabling then one by one in turn and reproduce the problem.

 

As You manage to define this component we will need traces of the product with only this component enabled.

 

 

Thank You.