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Ransonware detection (cryptoguard) kills Illustrator CC 2017 performance (unresponsive)

shane kelm

Morning,

Go A fun one.

Issue: Adobe Illustrator CC 2017 enters a state of unresponsive upon any user action. Such as opening/closing any file, selecting tab options (file, edit..ect), moving, adding, removing images from file. Making using Illustrator useless to our user.
This issue does not effect Mac users.

Hardware: We have a single user with a Lenovo P50. Windows 10 64bit, 32Gb of ram, i7 2.7 ghz prosessor, 238GB crutial SSD

Testing:

I went through making preference changes to scratch disk, unchecking GPU performance, lowering graphics setting to no avail.

Then I shifted to Sophos Endpoint v11.5.3

Under Setting, I disabled Realtime and Internet Real Time Scanning > tested with no success > reset settings to default

Tested disabling Peripheral Control and web control > no effect > reset settings to default

Fix:

Then disabled Ransomware Detection (Cryptoguard) > tested...Once this service was turned off, Illustrator opened without issue. The application, file, or making any changes changes to the file made Illustrator not once go into a state of unresponsive.

Workaround:

We have created a Sophos Central policy to disable this service only for this one user


We are waiting for a permanent fix for this issue.

 

Thanks

 

Shane



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  • 0 in reply to Aditya Patel

    Hi Aditya, 

    We implemented the suggested exceptions, unfortunately it had no effect.

     Illustrator appears to stop responding every 5-6 seconds without any user action

    Any other suggestions?

     

    Shane

  • 0 in reply to shane kelm

    Hi Shane,

    Are there any entries in the Windows Application log for the app crash?  When we demo'ed Intercept X, we found it caused app crashes involving the file ntdll.dll.  We never found a solution and eventually opted to not use Intercept X.  I know this isn't necessarily a solution, but it might help point you to useful information.

    Keith

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