Knowledge Base

This article provides information on Dell Endpoiont Security Suite Enterprise application crashes and system lock ups.

Affected Products:

Dell Endpoint Security Suite Enterprise

When Memory Protection or Script Control is enabled on some systems, it can sometimes cause a conflict with other applications running on the device(s). This conflict is usually due to Advanced Threat Prevention injecting into certain processes that are being called by other applications on the device. Depending on the environment and the application, this can sometimes be resolved by adding in specific process exclusions to the device policy. However, if exclusions are not effective, it is recommended to disable Memory Protection and Script Control to restore normal system functionality.

The software applications below have been known to cause conflict when Memory Protection or Script Control is enabled. The associated CHP tickets indicate that the issues are currently being investigated by the Advanced Threat Prevention team. As the issues are addressed and fixed in future releases, Advanced Threat Prevention team will notify all users via release notes.

• Citrix VDI and other related Citrix applications
• Hyper-V
• AppSense
  • Possible workaround: Apply memory exclusion for explorer.exe in the device policy
• UniDesk w/ VMware View
  • Possible workaround: Disable driver ftsjail.sys (used by VMware for virtual scanner redirection)
• VirtualBox
• Citrix XenDesktop
  • Possible workaround: Uninstall the Citrix Offline Plugin (The file we've seen causing conflicts is RADEAPHOOK64.dll usually located in C:\Program Files (x86)\Citrix\System32) . Second alternative is to rename RADEAPHOOK64.dll once you are in the system
• VMware ThinApp
  • Possible workaround: exclude the path location for VMware ThinApp as well as \windows\SysWOW64\rundll32.exe
• McAfee Host Intrusion Prevention System (HIPS)
• Windows Backup Application
• SAP Application Server Processes.

For additional support, US based customer can call Dell Data Security ProSupport at: 877.459.7304 Ext. 4310039 or you may also contact us via the Chat Portal. For support outside the US, reference ProSupport’s International Contact Numbers list. Visit the Dell Security Community Forum to get insights from other community members and additional resources to help you manage your environment.