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Explorer.exe hangs/crashes when using offsite network with ENS Installed

Hello, I'm having a really weird problem and wondering if anyone has any ideas. We're currently migrating from VSE 8.8 to ENS10.6. A problem has arisen where laptops with ENS10.6 crash when used offsite. They're absolutely fine when using the corporate network, and also fine when working offline. However, when connected to a non-corporate network, explorer.exe hangs and crashes within minutes. This only happens with ENS10.6 installed. The machines only have ENS Platform and Threat Prevention (no Firewall or Web Control). The issue occurs even when all scanning is disabled, so I don't think it's anything to do with the actual behaviour of ENS - just having it installed, even turned off, is enough to cause the crash. It seems to happen mostly when people try to access their offline files cache. I can find nothing in ePO to say why this is happening, nor are there any entries in the McAfee logs to coincide with the crash. I get an 'Application Hang' error in Windows Event Viewer, but again it doesn't identify McAfee, but extensive testing leads me to the conclusion that it only happens with ENS 10.6 installed. Weird, and I'm stumped. If anyone can offer any help I'd be grateful! Thanks.
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McAfee Employee chealey
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Re: Explorer.exe hangs/crashes when using offsite network with ENS Installed

I've not seen this issue being reported from other customers. I would suggest to enable ENS debug logging and gather the data as per KB86691 > see Application crash

then raise a case with Support so that we can investigate the cause of the crash.

 

Can you maybe share the exact crash details? Then I can double check if we've got any known issues. What does it report as crashing module and fault?

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Re: Explorer.exe hangs/crashes when using offsite network with ENS Installed

Did this ever get fixed...? 

Re: Explorer.exe hangs/crashes when using offsite network with ENS Installed

Hi,

 

Sort of... I had to turn off the 'On Network Drives' option in the OAS settings. Not ideal but I didn't seem to have much alternative...

 

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