Explorer Crashes During Installation or Upgrade of DLP Agent

Products

• Data Loss Prevention

Issue/Introduction

During the installation or upgrade of the DLP agent, you may observe that the Explorer crashes, leading to the disappearance of your desktop and taskbar.

Environment

DLP Release: 15.x, 16.x

Resolution

You can try the following workarounds:

1. Modify the registry key DisableAutomaticApplicationShutdown to 1 in HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\Installer.
For detailed instructions, refer to: Microsoft Documentation

2. Adjust the agent configuration during the upgrade process:

Set Hooking.EXPLORER_APPLICATION_HOOKING.int to 0
Set Hooking.EXPLORER_HOOKING.int to 0

These changes prevent the POM, FOM, and UHK DLLs from hooking during the upgrade. Remember to revert these settings back to 1 and 7, respectively, after completing the upgrade of the agents.