Issue with GoTo Resolve and ESET antivirus (high CPU usage)

[LukaszK]

Hello

One of our customers using ESET antivirus. After GoTo is deployed, the GoToResolve.Antivirus.App.exe process uses about 50% of the CPU, and sometimes 90%. Consequently, ESET (ekrn.exe process) also uses 50-90% of the CPU. The problem affects about 80 computers. We added exclusions in ESET for the GoTo application (an entire folder), but it did not do anything.

Please advise.

Thank you.

Lukasz

[LukaszK]

Hi, can anyone from GoTo help us?

I registered an ticket last Friday. The ticket number is 20321556. Unfortunately no one has contacted me so far. 

Lukasz

[GlennD]

Hi @LukaszK, welcome to the community.

I checked your ticket and support tried calling but must have missed you. I have escalated the ticket and asked them to try again.

[LukaszK]

Hi @GlennD ,

thank you for your response. 

I saw a phone call last Friday, but could not answer, so I asked in ticket for a callback.

After your reply, Alejandra from Support contacted me this evening. I gave her my phone number, they will call me.

When we manage to solve the problem, I will post the solution here; maybe it will be useful to others.