BUG REPORT: Explorer.exe will use 100% CPU after PGP Desktop is Installed

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Article ID: 156446

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Updated On:

Products

Symantec Products

Issue/Introduction

After installing PGP Desktop, trying to connect to a network share, usually a DFS share, explorer.exe will use 100% of the CPU.

This has been seen version 10.2.0 MP5 as well as 10.2.1 and is known to affect Windows 7 and Windows XP.

There is not an error reported, looking in Task Manager while you are trying to access the file you will see explorer.exe is using 100% of at least one CPU. If you have multiple CPUs or multiple cores on the CPU only one of the CPU/cores is effected.

Cause

This is caused by the PGP Netshare component installed with PGP Desktop.

Resolution

Symantec Corporation is committed to product quality and satisfied customers. This issue is currently being considered by Symantec Corporation to be addressed in a forthcoming version or Maintenance Pack of the product.  Please be sure to refer back to this document periodically as any changes to the status of the issue will be reflected here.

Workaround:

Workaround for this issue is to remove the Netshare component from PGP Desktop. To do this you will need to install the client using MSI switches to disable the installation of the PGP Netshare component.

This KB article will walk you through how to install with MSI switches:

If you wanted to disable only Netshare the command to install would be:
msiexec /I <pgpdesktop.msi> PGP_INSTALL_NETSHARE=0         
*where <pgpdesktop.msi> is the name of your client installer.

Applies To

PGP Desktop versions 10.2.0 MP5 and 10.2.1 installed on Windows operating systems.