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August 23rd Sophos Update Causes: 32-bit Outlook 2013, Internet Explorer, FireFox to not open in Windows 10

JoshMcCracken

The subject sums it up.  Since yesterday's update, we noticing a consistent trend in our environment.  Computers running Windows 10 are having issues opening Outlook 2013, IE and FF to not open after a Sophos update yesterday morning around 10:30 AM (EST.)

In the event viewer, checked why the applications are failing to open and it shows APPHANG, faulting module: C:\Program Files (x86)\Sophos\Sophos Anti-Virus\sophos_detoured.dll

 

The work-around has been to cut/paste both sophos_detoured.dll and sophos_detoured_x64.dll out of that folder. As soon as we do that the applications launch.  This only started happening August 23rd morning.

 

Anyone have experience with this so far?  I would have expected to see this on the forums already.

 

Thanks,



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    Sorry for the delay -- found my on prem testbed was badly out of date.

     

    Running same version as you on W10 test vm, no crashes anywhere.  This has Office 2016 on it, but IE / Edge / Firefox all work fine.. as does office.

     

    You probably have some other piece of software on there that in concert with the new update is causing this issues.  You may want to pre-emptively send Sophos Support a SDU package.

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

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

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

  • 0 in reply to BrucekConvergent

    Thanks for testing on your environment.  I will try removing our other 'standard' software one by one and see if that resolves this issue.

     

    Is your Windows 10 test VM running the latest Office/IE patches?

  • 0 in reply to JoshMcCracken

    Hi JoshMcCracken ,

    I am sorry about the delays with support. Would you mind sending me a DM with the case number, so we that we can see what's going on and get you assistance?

    Regards,

    Barb@Sophos
    Community Support Engineer | Sophos Technical Support
    Knowledge Base  |  @SophosSupport  | Sign up for SMS Alerts
    If a post solves your question use the 'This helped me' link.

     

  • 0 in reply to JoshMcCracken

    Yes.  Like I said one difference it is running Office 2016 not 2013.  But firefox works OK (you mentioned that was broken too).

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

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

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

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  • 0 in reply to JoshMcCracken

    Yes.  Like I said one difference it is running Office 2016 not 2013.  But firefox works OK (you mentioned that was broken too).

    CTO, Convergent Information Security Solutions, LLC

    https://www.convergesecurity.com

    Sophos Platinum Partner

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

    Advice given as posted on this forum does not construe a support relationship or other relationship with Convergent Information Security Solutions, LLC or its subsidiaries.  Use the advice given at your own risk.

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