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

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,



This thread was automatically locked due to age.
  • Sophos Endpoint Security and Control status report for machine CORNB156
    
    [General]  
    Endpoint security and control =  10.8 
    Support reference =   
    Current user rights =  Sophos Administrator 
     
    [Anti-virus and HIPS] 
    -[ Software]
    Sophos Anti-Virus 10.8.2.311 
    On-access status Enabled 
    Detection engine 3.73.0 
    Detection data 5.54 
    Virus data date 8/21/2018 
    Items detected 24410608 
    Detection identities 176 
    HIPS rules version 10.3.244.1 
    HIPS configuration version 1.0.65.2 
    Last updated 8/27/2018 9:19:03 AM 
     
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    bpaif.dll 2.5.0.99 , size 265480 bytes  
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    DriveProcessor.dll 10.8.2.311 , size 174040 bytes  
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    rkdisk.dll 1.5.33.1 , size 121888 bytes  
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    +[ Detection identity files]
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    phis-cyb.ide  
    mdro-igl.ide  
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    phis-cye.ide  
    rtfdro-q.ide  
    htmld-ie.ide  
    bank-gws.ide  
    age-azkg.ide  
    delf-gui.ide  
    netwi-mk.ide  
    zbot-mex.ide  
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    vbinj-st.ide  
    trick-ed.ide  
    remco-cn.ide  
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    miner-ov.ide  
    inje-dks.ide  
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    age-azlf.ide  
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    phis-czo.ide  
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    docd-ozp.ide  
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    steal-az.ide  
    fare-fkn.ide  
    remco-ct.ide  
    emote-ya.ide  
    formb-dd.ide  
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    pdfu-fox.ide  
    docd-pan.ide  
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    zbot-mey.ide  
    inje-dle.ide  
    rans-ezt.ide  
    docd-pdf.ide  
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    keylo-ut.ide  
    hawke-rx.ide  
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    remco-dd.ide  
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    wont-aem.ide  
    darkc-ht.ide  
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    fare-fnd.ide  
    msil-lrj.ide  
    inje-dmj.ide  
    zbot-mgk.ide  
    docd-phy.ide  
    rtfdr-dj.ide  
    emote-zn.ide  
    nanoc-zl.ide  
    msil-lro.ide  
    age-azox.ide  
    emote-zp.ide  
    nanoc-zm.ide  
    remco-dh.ide  
    formb-ed.ide  
    msil-lrp.ide  
    rans-fad.ide  
    fare-fnj.ide  
    docph-ad.ide  
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    nymai-ia.ide  
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    trick-et.ide  
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    msil-lrw.ide  
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    emot-aan.ide  
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    encdo-af.ide  
    docd-pix.ide  
    gandcr-w.ide  
    gen-e.ide  
    zbot-mhd.ide  
    emot-aas.ide  
    msili-uk.ide  
    msili-ul.ide  
    pdfu-ftf.ide  
    emoge-fn.ide  
    blada-id.ide  
    zbot-mhg.ide  
    zbot-mhi.ide  
    zbot-mhj.ide  
     
     
    [Web Control] 
    +[ Software]
    Web control 1.5.2549 
    Web control status Disabled 
     
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    [Updating] 
    +[ Software]
    Sophos AutoUpdate 5.14.36 
    Last checked for updates 8/27/2018 9:35:41 
    Update status Success 
     
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    [System] 
    Revision =  14857 
    Description =  Intel64 Family 6 Model 58 Stepping 9 
    AddressWidth =  64 
    ThreadCount =  4 
    LoadPercentage =  2 
    VirtualizationFirmwareEnabled =  True 
    Level =  6 
    DeviceID =  CPU0 
    AssetTag =  Fill By OEM 
    CurrentVoltage =  0 
    PowerManagementSupported =  False 
    SocketDesignation =  SOCKET 0 
    StatusInfo =  3 
    Family =  205 
    Name =  Intel(R) Core(TM) i5-3230M CPU @ 2.60GHz 
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    NumberOfEnabledCore =  2 
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    Stepping =   
    InstallDate =   
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    L2CacheSize =  512 
    VoltageCaps =   
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    CreationClassName =  Win32_Processor 
    Architecture =  9 
    PartNumber =  Fill By OEM 
    ErrorDescription =   
    Availability =  3 
    SystemName =  CORNB156 
    Role =  CPU 
    SecondLevelAddressTranslationExtensions =  True 
    NumberOfCores =  2 
    CurrentClockSpeed =  2601 
    SystemCreationClassName =  Win32_ComputerSystem 
    PowerManagementCapabilities =   
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    UniqueId =   
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    L2CacheSpeed =   
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    CpuStatus =  1 
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    NumberOfLogicalProcessors =  4 
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    TotalVisibleMemorySize =  8291088 
    DataExecutionPrevention_SupportPolicy =  2 
    Name =  Microsoft Windows 10 Pro|C:\WINDOWS|\Device\Harddisk0\Partition1 
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    BuildType =  Multiprocessor Free 
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    TotalVirtualMemorySize =  16679696 
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    Primary =  True 
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    OtherTypeDescription =   
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    DataExecutionPrevention_32BitApplications =  True 
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    CodeSet =  1252 
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    Faulting application name: iexplore.exe, version: 11.0.17134.1, time stamp: 0xc9403716
    Faulting module name: sophos_detoured_x64.dll, version: 10.8.2.311, time stamp: 0x5b6c330f
    Exception code: 0xc0000005
    Fault offset: 0x0000000000004e11
    Faulting process id: 0x25cc
    Faulting application start time: 0x01d43e0a58405826
    Faulting application path: C:\Program Files\Internet Explorer\iexplore.exe
    Faulting module path: C:\PROGRA~2\Sophos\SOPHOS~1\sophos_detoured_x64.dll
    Report Id: bf0da3ae-53af-4fdf-b426-ea0bd3d8a4d2
    Faulting package full name: 
    Faulting package-relative application ID: 

    Faulting application name: OUTLOOK.EXE, version: 15.0.5049.1000, time stamp: 0x5b200738
    Faulting module name: sophos_detoured.dll, version: 10.8.2.311, time stamp: 0x5b6c25e7
    Exception code: 0xc0000005
    Fault offset: 0x0001dab8
    Faulting process id: 0x2670
    Faulting application start time: 0x01d43e09b7a77cc5
    Faulting application path: C:\Program Files (x86)\Microsoft Office\Office15\OUTLOOK.EXE
    Faulting module path: C:\PROGRA~2\Sophos\SOPHOS~1\sophos_detoured.dll
    Report Id: 22eb3663-5c5d-4ed4-a35a-c6cb6c0f92e7
    Faulting package full name: 
    Faulting package-relative application ID: 

  • Have you started an official support case with Sophos (this is a community forum -- if you want direct support from Sophos opening a ticket is recommended)?

     

    I've got a laptop here with W10 and Outlook 2013, Firefox, and Central Endpoint + Intercept X, fully updated, and am not seeing this issue.

    Windows 10 Enterprise, Build 1803, w/ all updates.

     

    OH..

    and Endpoint versions are:

    Core Agent:  2.0.5

    Endpoint Advanced: 10.8.1.2

    Intercept X:  2.0.6

    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.

  • Hi,

     

    Yes I have a case opened with Sophos on this; though it's been since Thursday and no update on a fix so I figured I'd reach out to the forums.

     

    We are running on-premise Sophos Enterprise Console version 5.5.1 using the recommended subscription level.   I'd assume Sophos push the same code out whether running on-prem or central endpoint, but this does not seem to be the case.

     

  • Hmm... we are reseller so I do have a lab / test instance of on-prem here.  I'll spool it up and see if I see anything like that.

    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.

  • Also, what is the version info as reflected on the client itself (not the SEC console)?

    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.

  • Never mind the last post, I see it in the log file you posted.   A bit newer than the current Central version if the same engine is being used.

    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.

  • 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.

  • 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?

  • 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.

     

  • 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.