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Symantec Mail Security for Microsoft Exchange (SMSMSE) console crash occurs after upgrading VMware tools.

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Article ID: 162821

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Updated On:

Products

Mail Security for Microsoft Exchange

Issue/Introduction

 

After upgrading VMware tools to version 9.10.5-29 (VMware SVGA 3D 8.15.1.32) or later the Symantec Mail Security for Microsoft Exchange (SMSMSE) console generates a crash when attempting to launch while utilizing the VMware console.

 

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Inside the Window's Event Viewer Application log the following error is displayed:

 

Type :        Error
Date :        11/19/2015
Time :        1:51:29 PM
Event :        1000
Source :        Application Error
Category :    Application Crashing Events
User :        N/A
Computer :    Server.Example.com
Description:
Faulting application name: Symantec.Cmaf.UI.exe, version: 2.3.0.57, time stamp: 0x561cc836
Faulting module name: ntdll.dll, version: 6.1.7601.19045, time stamp: 0x56259295
Exception code: 0xc0000374
Fault offset: 0x00000000000bffc2
Faulting process id: 0x1988
Faulting application start time: 0x01d123146d2d4666
Faulting application path: C:\Program Files (x86)\Symantec\CMaF\2.3\Symantec.Cmaf.UI.exe
Faulting module path: C:\Windows\SYSTEM32\ntdll.dll

 

A Process Monitor (procmon) log will display the following behavior:

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Cause

 

When utilizing VMware console as the remote connection tool to the server in which Symantec Mail Security for Microsoft Exchange (SMSMSE) is installed the process of launching the SMSMSE console requires a video driver call to display the graphics on the screen.  When utilizing a VMware tools version that contains specific video drivers the x64 call results in an ntdll.dll crash.

This issue has been reproduced with the following VMware tools versions.

  • 9.10.5-29 - wddm.version 8.15.1.32
  • 10.0.0 - wddm.version 8.15.1.32
  • 10.0.5 - wddm.version 8.15.1.33

You can determine your VMware driver version from within Device Manager on the server in which SMSMSE is installed.

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Resolution

 

Symantec has determined this is an issue introduced with VMware's new video drivers when used in conjunction with VMware's remote console.  We have not been able to reproduce this issue when utilizing Microsoft's native Remote Desktop Protocol (RDP) or video driver versions provided in earlier VMware Tools releases.

It is recommended that customers do one of the following actions to resolve this issue:

  • Utilize Microsoft's native Remote Desktop Protocol (RDP) or another alternate remote connection tool.
  • Install VMware tools 10.3.2 or later which does not produce the crashing behavior.