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Slow login when OfficeScan (OSCE) agent and Endpoint Application Control (EAC) are both enabled

    • Updated:
    • 9 Jun 2017
    • Product/Version:
    • Endpoint Application Control 1.0
    • Endpoint Application Control 2.0
    • OfficeScan 10.6
    • OfficeScan 11.0
    • OfficeScan XG.All
    • Platform:
    • Windows All
Summary

When the OSCE client and EAC are both enabled on a computer, it will hang after trying to log into the endpoint.

Several symptoms include:

  • Black screen with only the mouse pointer showing (can last for a day)
  • Blue Screen of Death (BSoD)

To resolve the issue:

  1. Boot in safe mode.
  2. In services.msc, switch the Startup type for the Trend Micro Endpoint Application Control Agent Service from "Automatic" to "Disabled".
  3. Restart in Normal Mode.

This issue was isolated to the Real-Time Scan module of OSCE.

Details
Public

To resolve this issue, do the following:

  • Add the main Endpoint Application Control Service (full path) into the Trusted Program List within the OSCE web console by going to Agents > Agent Management > Select a Domain/Agent > Settings > Trusted Program List:

    C:\Program Files\Trend Micro\Endpoint Application Control Agent\ac_bin\AcAgentService.exe

  • Also add the following processes of EAC into the Exception List of the Behavior Monitoring Approved List and Real-Time Scan:

    C:\Program Files\Trend Micro\Endpoint Application Control Agent\ac_bin\AcAgentScan.exe
    C:\Program Files\Trend Micro\Endpoint Application Control Agent\ac_bin\AcAgentService.exe
    C:\Program Files\Trend Micro\Endpoint Application Control Agent\ac_bin\AcAgentUI.exe
    C:\Program Files\Trend Micro\Endpoint Application Control Agent\ac_bin\AcAgentUINotify.exe

    • For Real-Time Scan exclusions, go to OSCE web console > Agents > Agent Management > Select a Domain/Agent > Settings > Scan Settings > Real-Time Scan Settings > Scan Exclusion tab.
    • For Behavior Monitoring Approved List, go to OSCE web console > Agents > Agent Management > Select a Domain/Agent > Settings > Behavior Monitoring Settings > Add To Approved List.
     
    The 5 paths listed above are the default paths. They may vary depending of your environment.
Premium
Internal
Rating:
Category:
Troubleshoot
Solution Id:
1117530
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