EIS - Post-EIS Install Shell Infrastructure Host 99+% CPU & WinLogon Lag

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Windows 10 Home

Version 1607

OS Build 14393.447


i7 12 GB RAM 256 GB SSD (10 % includes all partitions - so not much of anything installed)


* * * * *


1.  Perhaps in 1 out of 10 installs, I have observed Shell Intrastructure Host at 99+% CPU immediately after EIS installation.


Reboot system solves issue.


2.  If configure a Windows logon password, with EIS installed, at WinLogon window there is minor mis-behavior.


The cursor will temporarily hang in the Password or PIN field.


This issue was very noticeable in the beta versions of EIS 12.  It's still noticeably present, but to a lesser extent.

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There seems to be a lot of problems with Shell Intrastructure Host on Windows 10. A quick Google search shows a first page filled with people asking for help with Shell Intrastructure Host related problems.

I'll ask someone about this, and see if we have any ideas as to why it might be happening, or at least what kind of debug information to get.

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OK, for the first issue we're going to need a memory dump. Kaspersky has some reasonable instructions on how to configure Windows 10 to save complete memory dumps, so here's a link to their instructions. Note that you'll only be doing their steps to Get a complete memory dump, and that when you change the dump type to Complete memory dump you will more than likely also want to turn on the option Disable automatic deletion of memory dumps when disk space is low so that the dump doesn't get automatically deleted.

After restarting the computer, you will need to download NotMyFault from Microsoft, as it will allow you to crash the system with the click of a button, and this will allow you to save the memory dump.

Once you have the "Complete memory dumps" configured, and you have NotMyFault downloaded, you can go ahead and run NotMyFault. Note the Crash button in the lower-right (right above "Cancel"), which is what you will click once the CPU usage issue happens (after installing EIS). There are options related to what sort of crash you force. You can leave these on the default option for now.

After launching NotMyFault, you can go ahead and install EIS. After the install, when you have verified the Shell Intrastructure Host CPU usage issue, you can go ahead and click the Crash button in NotMyFault to start the memory dumping process (this can take a little while). If you are not able to reproduce the CPU usage issue, then there is no need to crash the system or create a memory dump.

Once the system is running again, you can ZIP (or RAR, or 7z, etc) the MEMORY.DMP file that is in the Windows folder, and send it to us. You may need to use a service such as WeTransfer to send the file, as even compressed it will be very large. You can send the file to support <at> emsisoft <dot> com and be sure to mention this forum topic so that we know who sent the dump.

Obviously, since the issue only happens roughly 10% of the time, you may need to try this more than once (or on more than one computer) before you are able to reproduce the issue and capture it in a memory dump.

Feel free to change any settings back to defaults when done.

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