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vincenzo.bonomo

KES 10 keep crashing and create enc1 files

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On 22/09/2017 at 5:08 PM, Nikolay Arinchev said:

So, it stopped to crush?

No I meant it wasn't on a Malfunction state anymore. But it continues crashing sometimes. 

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4 hours ago, vincenzo.bonomo said:

No I meant it wasn't on a Malfunction state anymore. But it continues crashing sometimes. 

Please describe the scenario in which KES crashes, after you managed to add it to appverifier. Is it reproduceable on purpose? Does it generate dumps?

Thank you.

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2 hours ago, Kirill Tsapovsky said:

Please describe the scenario in which KES crashes, after you managed to add it to appverifier. Is it reproduceable on purpose? Does it generate dumps?

Thank you.

Kaspersky doesn't crash when I try to add it into appverifier, it's appverifier that crashes. 

Kaspersky crashes randomly even when I'm on google chrome or I'm reading my email on Outlook so I can't tell you if it's related to something specific. However I noticed that when Kaspersky crashed, the 3CX app reboot itself 

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Hello!

Our developers are requesting remote session with you.

Will it be possible? What dates and time will be suitable for you?

Thank you!

 

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4 hours ago, Vitaly Kravtsov said:

Hello!

Our developers are requesting remote session with you.

Will it be possible? What dates and time will be suitable for you?

Thank you!

 

Can I ask you why? Is that something that I can't do for you?

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Hi,

We need to collect necessary information with some specific scenario.

If a remote session is not possible, please let us know and we`ll provide you with detailed instraction if it`s possible.

Thank you!

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13 hours ago, Nikolay Arinchev said:

Hi,

We need to collect necessary information with some specific scenario.

If a remote session is not possible, please let us know and we`ll provide you with detailed instraction if it`s possible.

Thank you!

Yes please, send me the instruction because we can't allow a remote connection for now. Thank you

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22 minutes ago, Dmitry Eremeev said:

How many hosts affected ?

Does re-installation solve the issue ?

Thank you.

 

It affects for sure  3 hosts. I don't know if there are more because Kaspersky restarts after a crash. I should check the event log in every pc. 

In one pc I tried to completely remove KES with the tool and reinstall it but same problem.

I noticed that, probably (I'm not totally sure), the problem happens when, during the night, kaspersky downloads the update and I can see an error "Update file are corrupted". Maybe when then he tries to install those updates, it fails multiple times and then crashes.

Thank you  

Edit: I'm looking into one of the affected pc and I can see lot of error "update file are corrupted" when during the night Kaspersky download the updates. Then in the morning it crashes but not always 

Edited by vincenzo.bonomo

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Please try the following scenario :

1. disable KES self-defense

2. exit KES

3. add KES to appverifier

4. launch KES

Thank you.

 

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14 hours ago, Dmitry Eremeev said:

Please try the following scenario :

1. disable KES self-defense

2. exit KES

3. add KES to appverifier

4. launch KES

Thank you.

 

If you read my post above you will see that I can't add kaspersky to appverifier, when I try even if kaspersky is closed, appverifier crashes. I can do that only in safe mode

The situation is: in safe mode I can add avp.exe into appverifier, then I reboot my pc and appverifier creates some .dat files but the process avp.exe is not running and if I try to start it nothing happens. 

Edited by vincenzo.bonomo

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42 minutes ago, Ivan.Ponomarev said:

Hello!

Do you get any dumps of appcerifier after crashes?

We need them to find the root cause of the crashes. 

Thanks!

Actually I can't because Kaspersky doesn't open if the avp.exe process is on Appverifier after a pc reboot from the Safe Mode (the only way in which I can put avp.exe in Appverifier)

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3 minutes ago, Ivan.Ponomarev said:

Is it possible to reproduce the issue in the normal mode and collect the dumps?

Thanks!

No in normal mode, when I try to add avp.exe, Appverifier crashes

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1 hour ago, Ivan.Ponomarev said:

And we need the appverifier dumps in this case. 

Thanks!

I can't find the appverifier dump file, in the event viewer I have:

Faulting application name: appverif.exe, version: 10.0.15063.468, time stamp: 0xb1289d35
Faulting module name: ntdll.dll, version: 10.0.15063.447, time stamp: 0xa329d3a8
Exception code: 0xc0000005
Fault offset: 0x000000000003bbdf
Faulting process id: 0x23e8
Faulting application start time: 0x01d3383bf49b6c7a
Faulting application path: C:\Windows\System32\appverif.exe
Faulting module path: C:\WINDOWS\SYSTEM32\ntdll.dll
Report Id: 4d6149ee-6915-4a4c-aa7b-081eb85a9799
Faulting package full name: 
Faulting package-relative application ID

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1 hour ago, Ivan.Ponomarev said:

Hello!

Could you please check if the self defence was really disabled?

Thanks!

I disabled the policy, I paused protection and control and disabled all the components. Same situation

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