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Blue Screen of Death (BSoD) occurred on Windows 10 April 2018 Update

    • Updated:
    • 24 Aug 2018
    • Product/Version:
    • OfficeScan XG.All
    • Platform:
    • Windows 10
    • Windows 2003 32-Bit
    • Windows 2003 64-Bit
    • Windows 2008 32-Bit
    • Windows 2008 64-Bit
    • Windows 2012
    • Windows 2012 Server R2
    • Windows 2016
    • 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
Summary

In certain rare situations, Trend Micro OfficeScan customers may experience a critical error, including a Blue Screen of Death (BSoD), on Microsoft Windows 10 endpoints that have applied the Windows 10 April 2018 Update.

Details
Public

It is always advised that customers first apply any major operating system update, such as the Windows 10 April 2018 Update, in a test environment with your production applications to test for any incompatibilities with any vendor’s product.

In the case that Trend Micro OfficeScan endpoints with the latest major operating system update (i.e. April 2018 Update) still observe any major issues in your environment (such as a BSoD), customers are advised to add the following processes exceptions into the Behavior Monitoring approved list by using the following steps:

  1. Identify whether there’s an endpoint that has already applied the Windows 10 April 2018 Update by checking the OfficeScan web console and going to Agents > Agent Management, sorting by Platform, and looking for “Windows 10 10.0.17134”.

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  2. Select endpoints with the Windows 10 April 2018 Update, apply the following exclusions via Settings > Behavior Monitoring Settings > Exceptions > Add to Approved List.

    Add the following processes:

    • C:\Program Files\WindowsApps\Microsoft.Messaging_*\SkypeHost.exe
    • C:\Windows\SystemApps\*\SearchUI.exe
    • C:\Windows\ImmersiveControlPanel\SystemSettings.exe
    • C:\Program Files\WindowsApps\microsoft.windowscommunicationsapps_*\HxTsr.exe
    • C:\Windows\SystemApps\Microsoft.LockApp_*\LockApp.exe
    • C:\Windows\SystemApps\Microsoft.MicrosoftEdge_*\MicrosoftEdge.exe
  3. Save and exit.

If the issue persists after above exclusion list is applied, please refer to the following article and consult Trend Micro Technical Support for further assistance: Creating a memory dump file after getting a Blue-Screen-of-Death (BSoD) in OfficeScan (OSCE).

 
Wildcard support for Behavior Monitoring Exclusion List is only supported in certain builds. Please refer to the following KB article for more details: Supported wildcard characters in the Behavior Monitoring Approved List of OfficeScan.
Premium
Internal
Rating:
Category:
Configure
Solution Id:
1119990
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