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Office 365 apps crashing on close after Core Agent 2.20.4 update

Sophos User5115

After the update to Core Agent 2.20.4, any Office 365 app that creates a lock file are crashing when they exit.  Once Sophos is uninstalled, the crashing stops.  If you create a new document, it doesn't crash, but if you open an existing document and the lock file is created, the app will crash when you exit.  Changes are saved, however.  It seems that Sophos is having a problem when that lock file is deleted.  This is happening so far to Excel, Word, and Access.  



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  • 0

    Hi There, 

    Are you getting any notifications on the endpoint level? can you check the event viewer if there is an error message being generated when the issue occurs? 

    Glenn ArchieSeñas (GlennSen)
    Global Community Support Engineer

    The New Home of Sophos Support Videos!  - Visit Sophos Techvids
  • 0 in reply to GlennSen

    No events or detections on the endpoint.  Event viewer gives the following:  


    Faulting application name: MSACCESS.EXE, version: 16.0.13801.20960, time stamp: 0x613b01ad
    Faulting module name: KERNELBASE.dll, version: 10.0.19041.1288, time stamp: 0x3e55bd0b
    Exception code: 0xe06d7363
    Fault offset: 0x0012b5b2
    Faulting process id: 0x3348
    Faulting application start time: 0x01d7d7ddbc42a031
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Root\Office16\MSACCESS.EXE
    Faulting module path: C:\WINDOWS\System32\KERNELBASE.dll
    Report Id: c9d24aa5-d4da-4f26-b2ca-7b9b8ed8a677
    Faulting package full name:
    Faulting package-relative application ID:

    Upon reinstallation of Sophos, the crashes begin again. 

  • +1

     A fix has been created for this and will be released as an updated Core Agent version 2.20.4.1.

    The plan is to release this on Monday the 15th November to all customers who have previously upgraded to Core Agent 2.20.4.

    It will then be released to all remaining customers with a planned end release date of the 18th November, two days beyond the original planned end date.

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