Symantec Endpoint Protection's Application and Device Control component causes Desktop Laptop Option DLO desktop agent to fail

Products

• Endpoint Protection

Issue/Introduction

On Windows 7 SP1 x64 , Symantec NetBackup DLO Desktop Agent client fails when Symantec Endpoint Protection (SEP) 12.1 is installed with the optional Application and Device Control (ADC) component.

Windows Event Logs contain entries similar to:

Event ID 1000.  Date Log Event Type Source Computer User Event ID Description
1/23/2013 2:04:53 PM Application Error Application Error computer.wks.domain.com     1000 Faulting application name: DLOClientu.exe, version: 3.1.360.2301, time stamp: 0x4bea8518
Faulting module name: DLOClientu.exe, version: 3.1.360.2301, time stamp: 0x4bea8518
Exception code: 0xc0000005
Fault offset: 0x006ab595
Faulting process id: 0x1ad4
Faulting application start time: 0x01cdf99c844bb1af
Faulting application path: C:\Program Files (x86)\Symantec\NetBackup DLO\DLO\DLOClientu.exe
Faulting module path: C:\Program Files (x86)\Symantec\NetBackup DLO\DLO\DLOClientu.exe
Report Id: c4518746-658f-11e2-9c48-5c260a84a6b7

Cause

The cause of this conflict is currently being investigated. At this time, it appears that the code injection that Application and Device Control performs may cause a conflict with Netbackup DLO agent in certain hardware/driver configurations.

Resolution

A permanent fix is being investigated by Symantec engineering.

In the meantime, the following workaround has proven to be successful in some Symantec and customer configurations to mitigate the issue.

A centralized exception must be added to your SEP Client policy using the Symantec Endpoint Protection Manager (SEPM) console. The exception cannot be made on the client directly, as the client lacks the capacity to make ADC exceptions.

 

1. In the SEPM console, access the Policies panel. Click on Exceptions and then edit the exception policy you currently have in place for your test group.
2. In the exceptions heading of the policy window that opens up, click the Add button, then choose Windows Exceptions and File.
3. Check the box next to Application Control, and then use the full file path for the DLO client. The path can be:
   C:\Program Files (x86)\Symantec\NetBackup DLO\DLO\DLOClientu.exe   (adjust as necessary)
4. Click OK, and then OK again to exit the policy window. This policy should now be applied, and your clients will receive it as soon as they check in with the manager. You can force a manual policy update by right clicking on the shield icon on one of your clients, and choosing "Update Policy".

Policy changes typically go into affect immediately, but if you may need to reboot in the event the exception does not appear to work.

The procedure of creating an Application Control exception is illustrated in the Connect article Creating Application Control Exclusions in Symantec Endpoint Protection 12.1

 

If you are experiencing trouble with this workaround, or are experiencing this issue and have not yet created a case with Symantec Support, please call our support line and open a case so we may assist you and adequately track the scope of this issue.

Applies To

• Windows 7 Enterprise SP1 x64.
• Symantec NetBackup DLO Desktop Agent 6.1 MP6, MP7 and 7.x
• SEP 12.1.671.4971.  (Also tested with SEP 12.1 2015.2015.)