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Isolating the problem for the User-Mode Hooking (UMH) module in OfficeScan (OSCE)

    • Updated:
    • 28 Dec 2016
    • Product/Version:
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 10 32-bit
    • Windows 10 64-bit
    • Windows 2003 32-Bit
    • Windows 2003 64-Bit
    • Windows 2003 Datacenter 64-bit
    • Windows 2003 Enterprise
    • Windows 2003 Enterprise 64-bit
    • Windows 2003 Server R2
    • Windows 2003 Standard
    • Windows 2003 Standard 64-bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2008 Datacenter
    • Windows 2008 Datacenter 64-bit
    • Windows 2008 Enterprise
    • Windows 2008 Enterprise 64-bit
    • Windows 2008 Server Core
    • Windows 2008 Server R2 Enterprise
    • Windows 2008 Standard
    • Windows 2008 Standard 64-bit
    • Windows 2008 Web Server Edition
    • Windows 2008 Web Server Edition 64-bit
    • Windows 2012
    • Windows 2012 Datacenter
    • Windows 2012 Datacenter R2
    • Windows 2012 Enterprise
    • Windows 2012 Enterprise R2
    • Windows 2012 Server Essential R2
    • Windows 2012 Server Essentials
    • Windows 2012 Server R2
    • Windows 2012 Standard
    • Windows 2012 Standard R2
    • Windows 2012 Web Server Edition
    • Windows 2016
    • Windows 2016 Server Core
    • Windows 2016 Server Datacenter
    • Windows 2016 Server Standard
    • Windows 7 32-Bit
    • Windows 7 64-Bit
    • Windows 8 32-Bit
    • Windows 8 64-Bit
    • Windows 8.1 32-Bit
    • Windows 8.1 64-Bit
    • Windows Vista 32-bit
    • Windows Vista 64-bit
    • Windows XP Professional
Summary

The OSCE agent may cause an issue with an application/system, such as:

  • Application hang
  • Application working abnormally
  • Application crash
  • System hang
  • System crash

The problem can be resolved by unloading or uninstalling the OSCE agent. This article focuses on how to isolate the problem for the UMH module and collect corresponding logs for UMH under different scenarios.

UMH is an engine in OSCE that supports the enhanced ransomware solution. It is installed in the Common Client Solution Framework (CCSF) service as a module. It provides API events for other modules, such as Behavior Monitoring, Predictive Machine Learning, etc. Those modules will make decisions according to the provided API events from UMH.

Below is the installation path for UMH in OSCE:

<OfficeScan Agent Installation Path>\CCSF\MODULE\20019\

UMH has been involved since OfficeScan 11.0 Service Pack 1 Critical Patch 6054 (Ransomware CP) and OfficeScan XG.

Details
Public

Application Problem

To isolate the problem:

  1. While the UMH module is enabled, execute the program to try to reproduce the problem. Refer to the following KB to make sure UMH is enabled: Enabling/Disabling User-Mode Hooking (UMH) in OfficeScan (OSCE).

    If the problem can be reproduced by enabling UMH, and resolved by disabling UMH, it is a UMH-related problem.

     
    After UMH status changes (enabled/disabled), terminate the process, and then restart the process again.
  2. When the problem has been reproduced, confirm whether the process of this application is running or not. Process Explorer can assist to check and confirm this.
  3. If the application's process is still running while the problem is being reproduced, collect the UMH debug logs. Below are the reference KBs:
  4. If the application's process is not running while the problem is being reproduced, collect the application crash log for the UMH module. Refer to the following KB: Collecting logs for the User-Mode Hooking (UMH) module for an application crash issue.
  5. Provide the execution file of the application's process to Trend Micro Technical Support, if possible.
  6. Provide an installer of this application to Trend Micro Technical Support, if possible.

System Problem

For system hang:

  1. Log in using Safe Mode. Refer to Step 1 of the following KB: Collecting logs for the User-Mode Hooking (UMH) module for a system crash issue.
  2. Navigate to "%windir%\system32\drivers\":
    • Rename "TMUMH.sys" to "TMUMH.sys.bak"
    • Create a folder in the same place. The folder's name is "TMUMH.sys".
  3. Reboot the system to normal mode to reproduce the problem.

    If the problem fails to reproduce, it is a UMH-related problem.

Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1116063
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