CB Defense: Outlook Users Locked Out of Mailboxes

Products

• Carbon Black Cloud Endpoint Standard (formerly Cb Defense)

Issue/Introduction

• Microsoft Outlook fails to start
• User mailboxes do not load

Environment

• CB Defense Sensor: 3.3.0.984
• Microsoft Windows Update for Outlook: KB4462147

Cause

The exact cause of this issue is currently unknown

Resolution

1. In the PSC Console navigate to Enforce > Policies > 'desired policy name' > Prevention
2. In the permissions section select "Add application path"
3. In the "Application(s) at path:" text box input the following path: **\AppData\Local\Microsoft\Outlook\mapisvc
4. Select the "Bypass" box for the row that reads "Performs any operation"
5. Select "Confirm"