5 Replies Latest reply on Mar 9, 2017 2:31 AM by androns

    DLP 10.0.2 Causing Outlook to freez or crash

    eyal

      Good day,

       

      DLP 10.0.2, McAfee agent 5.0.4, VirusScan 8.8 Patch 6

       

      We have been experiencing issues with Outlook freezing and crashing when DLP is installed. Also When sending emails Outlook crashes due to DLP add-in.

       

      Is there anyone who is experiencing these issues with DLP and what could be causing Outlook to freeze?

       

      Regards,

      Nosipho

        • 1. Re: DLP 10.0.2 Causing Outlook to freez or crash
          androns

          We are having the same issues, but they appear randomly.

          After creating a service ticket to McAfee support, I got request from them to replicate the issue ... but since it happens randomly I was unable to replicate the issue and ticket were closed.

          • 2. Re: DLP 10.0.2 Causing Outlook to freez or crash
            eyal

            I have also opened a case with McAfee and they've also asked me to replicate the issue.

             

             

            It seems as if McAfee doesn't want to troubleshoot this issue or take responsibility for it, how helpful.

            • 3. Re: DLP 10.0.2 Causing Outlook to freez or crash
              j58574748

              We are also experiencing this issue.  It seems to occur often when declining a calendar occurrences.

              • 4. Re: DLP 10.0.2 Causing Outlook to freez or crash
                vmnit

                We need a product recall.....  : )

                 

                Same issue, and it looks to be the Outlook Add-In. Disabling it seems to solved the problem.

                 

                "

                Log Name:      Application

                Source:        Application Error

                Date:          2/28/2017 2:51:51 PM

                Event ID:      1000

                Task Category: (100)

                Level:         Error

                Keywords:      Classic

                User:          N/A

                Computer:      xxxxxxxxxxx

                Description:

                Faulting application name: OUTLOOK.EXE, version: 16.0.4483.1000, time stamp: 0x58501e1b

                Faulting module name: fcplou.dll, version: 10.0.100.37, time stamp: 0x57c4744a

                Exception code: 0xc0000005

                Fault offset: 0x004160f5

                Faulting process id: 0x3090

                Faulting application start time: 0x01d29159995832c2

                Faulting application path: C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE

                Faulting module path: C:\Program Files\McAfee\DLP\Agent\x86\fcplou.dll

                Report Id: 63655167-b715-4779-b25f-d9dfadf7575b

                Faulting package full name:

                Faulting package-relative application ID:

                Event Xml:

                <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

                  <System>

                    <Provider Name="Application Error" />

                    <EventID Qualifiers="0">1000</EventID>

                    <Level>2</Level>

                    <Task>100</Task>

                    <Keywords>0x80000000000000</Keywords>

                    <TimeCreated SystemTime="2017-02-28T22:51:51.043393400Z" />

                    <EventRecordID>8054</EventRecordID>

                    <Channel>Application</Channel>

                    <Computer>xxxxxxxxxxxx</Computer>

                    <Security />

                  </System>

                  <EventData>

                    <Data>OUTLOOK.EXE</Data>

                    <Data>16.0.4483.1000</Data>

                    <Data>58501e1b</Data>

                    <Data>fcplou.dll</Data>

                    <Data>10.0.100.37</Data>

                    <Data>57c4744a</Data>

                    <Data>c0000005</Data>

                    <Data>004160f5</Data>

                    <Data>3090</Data>

                    <Data>01d29159995832c2</Data>

                    <Data>C:\Program Files (x86)\Microsoft Office\Office16\OUTLOOK.EXE</Data>

                    <Data>C:\Program Files\McAfee\DLP\Agent\x86\fcplou.dll</Data>

                    <Data>63655167-b715-4779-b25f-d9dfadf7575b</Data>

                    <Data>

                    </Data>

                    <Data>

                    </Data>

                  </EventData>

                </Event>

                "

                • 5. Re: DLP 10.0.2 Causing Outlook to freez or crash
                  androns

                  Crashing and freezing issue was already in version 9.x .. so it's nothing new.

                   

                  Disabling add-in solves the issue .. but in that case e-mail protection is not working at all for corresponding computer.

                   

                  And the problem was, that outlook disabled "bad" add-ins by itself, so you won't even know that computer has no e-mail protection.

                  We solved this issue by setiing dlp addin as mandatory in group policy - so even when outlook tries to disable it, it still stays enabled.

                   

                  also, when it's not set in group policy, user can disable add-in manually, send out sensitive data and afterwards enable add-in again and you won't see that event in ePO.