Application crash experienced when attempting to run the Virtual Image Exception tool.

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Article ID: 157907

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Attempts to run the Virtual Image Exception tool (vietool.exe) fail with a popup message:

vietool.exe has encountered a problem and needs to close.

A corresponding Windows Event Viewer - Application error is logged that is similar to the following:

Source:  Application Error
Event Type: Error
Event ID: 1000
Description:  Faulting application vietool.exe, version 12.1.2015.2015, faulting module kernel32.dll, version 6.1.7601.17514

The vietool.exe stops without completing the image exception.

The Windows Event Viewer - Application log will be of the following format:

Source:  Application Error
Event Type: Error
Event ID: 1000
Description:  Faulting application vietool.exe, version 12.1.2015.2015, faulting module kernel32.dll, version 6.1.7601.17514

The version of vietool.exe will either be 0.0.0.0 (as it was unversioned in Symantec Endpoint Protection (SEP) 12.1 Release Update 1 Maintenance Patch 1 and earlier), 12.1.2015.2015, or 12.1.2100.2093.  The kernel32.dll version will be dependant upon the OS (6.1.x for Windows 7, 5.2.x for Windows XP, etc).

Cause

This issue will only occur if the vietool.exe being used does not match the version of the Symantec Endpoint Protection client that is installed to the virtual machine.  The tool will attempt to load client libraries that will not work correctly between versions.

Resolution

Match the version of vietool.exe with the version of Symantec Endpoint Protection (SEP) that is installed to the virtual machine in order to avoid vietool.exe crashes due to version incompatibility.  As an example, if SEP version 12.1.2015.2015 is installed, use the version of vietool.exe that is included in the 12.1.2015.2015 install media.