PGPTray.exe causes Explorer.exe to crash

book

Article ID: 156580

calendar_today

Updated On:

Products

Symantec Products

Issue/Introduction

When right-clicking on any file, Windows Explorer crashes. If you Exit PGP Service in the Windows System tray, the issue no longer exists.

An analysis of the crash dumps might show references to

    ProductName:      Lumension Endpoint Security
    InternalName:     DCExt
    OriginalFilename: dcext.dll
    ProductVersion:   4.4
    FileVersion:      4.4.1206
    FileDescription:  DCExt
    Comments:         Lumension Device Control Shell Extension

    InternalName:     PGPclientLib
    OriginalFilename: PGPclientLib.dll
    ProductVersion:   10.3.0 (Build 8741)
    FileVersion:      10.3.0 (Build 8741)
    FileDescription:  PGP Client Library
    LegalCopyright:   Copyright (C) 2013 Symantec Corporation. All rights reserved.
    LegalTrademarks:  Symantec ,Pretty Good Privacy ,PGP ,the PGP

Cause

This can be caused by an incompatibility of the PGP Desktop context menu which hooks into Windows Explorer in combination with the Lumension Device Control Shell Extensions.

Resolution

Workaround:

Remove the context menu of PGP Desktop by using the following steps:
Warning: Incorrectly editing the registry may severely damage your system. Before making changes to the registry, you should back up any valued data on the computer. For more information on backing up the registry see the following article on the Microsoft support site: How to back up and restore the registry
Windows XP
  1. Click Start>Run (For Windows 2000: Start>Run).
  2. Type regedit and click OK.
  3. Browse to the following folder: HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{969223c0-26aa-11d0-90ee-444553540000}\InProcServer32
  4. Select the (Default) entry with the data value of PGPmn.dll.
  5. Right-click the entry and click Delete.
  6. Click Yes to confirm the deletion of the value.
 
Windows Vista & Windows 7 
  1. Click Start and type regedit in the Start Search field.
  2. Click regedit in the Programs results.
  3. Browse to the following folder: HKEY_LOCAL_MACHINE\SOFTWARE\Classes\CLSID\{969223c0-26aa-11d0-90ee-444553540000}\InProcServer32 
  1. Select the (Default) entry with the data value of PGPmn.dll.
  2. Right-click the entry and click Delete.
  3. Click Yes to confirm the deletion of the value
 

Applies To

The problem was seen on Windows XP running Lumension Endpoint Security 4.4.1206 and PGP Desktop 10.3.0 8741.