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Monitor behaves erratically when trying to navigate with Endpoint Protection 14 Application and Device Control enabled

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Article ID: 164015

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Updated On:

Products

Endpoint Protection

Issue/Introduction

After installing Symantec Endpoint Protection (SEP) 14 with Application and Device Control (ADC) on Windows 8.1 or 10 systems, you notice that the monitor or touch-screen flashes or behaves erratically when trying to navigate, or when opening a browser you might see a random buttons pressed, or applications were touched on the desktop, or other odd monitor behavior is noticed.

 

From Application event logs:

Date    Log    Event Type    Source    Computer User    Event ID    Description

11/30/2016 6:03:13 PM   Application    Error   DPTF   <computer_name>.<domain> 256    "Intel(R) Dynamic Platform and Thermal Framework : ESIF(8.1.10605.221) TYPE: ERROR FUNC: rsrc_file_extract_resource_file FILE: rsrc_file.c LINE: 384 TIME: 225979 ms

Error: Unable to create resource file."

+++++

Date    Log    Event Type    Source    Computer User    Event ID    Description

11/30/2016 6:02:56 PM    Application    Error   Application Error    <computer_name>.<domain>.local    1000    "Faulting application name: esif_assist_64.exe, version: 0.0.0.0, time stamp: 0x562a8965
Faulting module name: KERNELBASE.dll, version: 6.3.9600.18340, time stamp: 0x57366075
Exception code: 0xc0000005
Fault offset: 0x00000000000e1dcf
Faulting process id: 0x1840
Faulting application start time: 0x01d24b5de36cca2f
Faulting application path: C:\Windows\TEMP\DPTF\esif_assist_64.exe
Faulting module path: C:\Windows\system32\KERNELBASE.dll
Report Id: 211e935c-b751-11e6-826a-28f10e03d848
Faulting package full name:
Faulting package-relative application ID:"

 

Cause

Symantec Application Control sysfer.dll causes Intel process esif_assist_64.exe to crash which causes the monitor to flash erratically.

 

Resolution

This issue is fixed in Symantec Endpoint Protection Client 14 MP1.  For information on how to obtain the latest build of Symantec Endpoint Protection, read
TECH 103088: Download the latest version of Symantec Endpoint Protection

Symantec fixed code in Application Control to avoid crash in Intel's esif_assist_64.exe process.

Note: Symantec Application Control sysfer cannot work/protect if customer does not have "Read" permissions for "C:\Windows\TEMP\DPTF" folder.