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Hitmanpro.alert service crashed login after Windows Update May

Sophos User5875

For a few days we have been receiving computers from our employees where the login no longer works:

When entering the user name, the keyboard hung or you couldn't get rid of the start image.
If I managed to log in, the screen remained black.

The "Hitmanpro.alert service" caused the problem: after disabling it in safe mode, everything worked fine again. There seems to be a connection with the Windows Update problems from May. We could no longer trace exactly which patches it was.

Maybe it help someone else



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  • 0

    Thanks for reaching out to the Sophos Community Forum. 

    Could you try running the command "fltmc" in an Admin Command Prompt? This will display the drivers that are loaded into your system. I would like to see if there is anything additional loaded that may conflict. 

    If you haven't already, I recommend opening a support case with our team so that we can take a closer look into the issue with you. 

    After having removed Sophos from the affected devices, does re-deploying Sophos onto the system cause the issue to return? 

    Kushal Lakhan
    Team Lead, Global Community Support
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  • 0 in reply to Qoosh

    Hi Kushal, 

    thanks.
    here are the results from fltmc. Hitman service is deactivated her.
    We do not re-deploying Sophos until yet, because we had first to repair the 12 PC´s. 
    I will test redeploying Sophos soon and post results here

    C:\WINDOWS\system32>fltmc

     

    Filtername                     Anzahl von Instanzen    Höhe    Frame

    -----------------------------  --------------------    ----    -----

    bindflt                                 1       409800         0

    Sophos Endpoint Defense                 1       389220         0

    hmpalert                                0       345800         0

    SAVOnAccess                             4       324000         0

    storqosflt                              0       244000         0

    wcifs                                   1       189900         0

    CldFlt                                  1       180451         0

    FileCrypt                               0       141100         0

    luafv                                   1       135000         0

    npsvctrig                               1        46000         0

    Wof                                     2        40700         0

    FileInfo                                4        40500         0

     

    C:\WINDOWS\system32>

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  • 0 in reply to Qoosh

    Hi Kushal, 

    thanks.
    here are the results from fltmc. Hitman service is deactivated her.
    We do not re-deploying Sophos until yet, because we had first to repair the 12 PC´s. 
    I will test redeploying Sophos soon and post results here

    C:\WINDOWS\system32>fltmc

     

    Filtername                     Anzahl von Instanzen    Höhe    Frame

    -----------------------------  --------------------    ----    -----

    bindflt                                 1       409800         0

    Sophos Endpoint Defense                 1       389220         0

    hmpalert                                0       345800         0

    SAVOnAccess                             4       324000         0

    storqosflt                              0       244000         0

    wcifs                                   1       189900         0

    CldFlt                                  1       180451         0

    FileCrypt                               0       141100         0

    luafv                                   1       135000         0

    npsvctrig                               1        46000         0

    Wof                                     2        40700         0

    FileInfo                                4        40500         0

     

    C:\WINDOWS\system32>

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