Dell Endpoint Security Suite Enterprise Advanced Threat Protection goes "Unknown" after a Windows 10 upgrade
Summary: After a Windows 10 upgrade, Dell Endpoint Security Suite Enterprise Advanced Threat Protection goes "Unknown."
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This article is not tied to any specific product.
Not all product versions are identified in this article.
Symptoms
Note:
- As of May 2022, Dell Endpoint Security Suite Enterprise has reached End of Maintenance. This article is no longer updated by Dell. For more information, reference the Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.
- Reference Endpoint Security for additional information about current products.
Affected Products:
- Dell Endpoint Security Suite Enterprise
After upgrading to Windows 10, the Cylance Service does not start up, and was not available in the Services Control Manager.
Cause
Not Applicable
Resolution
Sometimes, the operating system will fail to register some services after an operating system Upgrade.
Note: You can uninstall the Agent and then reinstall it, but you lose all historical device data.
Workaround:
- Click Start, type the command and you see Command Prompt that is listed as the main result. Right-click Command Prompt and choose Run as administrator.
Figure 1: (English Only) Run Command Prompt as administrator
- In an Administrator Command Prompt, type
sc create CylanceSvc binpath="C:\Program Files\Dell\Dell Data Protection\Advanced Threat Protection\CylanceSvc.exe" start=auto displayname="Cylance Protect".
Figure 2: (English Only) type sc create CylanceSvc binpath="C:\Program Files\Dell\Dell Data Protection\Advanced Threat Protection\CylanceSvc.exe" start=auto displayname="Cylance Protect"
Our December 2016 release resolved this issue:
Threat Defense 1.2.1392
Dell Endpoint Security Suite Enterprise 1.5.0
To contact support, reference Dell Data Security International Support Phone Numbers.
Go to TechDirect to generate a technical support request online.
For additional insights and resources, join the Dell Security Community Forum.
Affected Products
Dell Encryption, Dell Endpoint Security Suite EnterpriseArticle Properties
Article Number: 000129804
Article Type: Solution
Last Modified: 02 Oct 2023
Version: 10
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