Error: "Ai.exe - Bad Image" pop-up message when running a Microsoft Office application
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Error: "Ai.exe - Bad Image" pop-up message when running a Microsoft Office application

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Article ID: 387840

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Updated On: 05-21-2025

Products

Data Loss Prevention Endpoint Prevent Data Loss Prevention

Issue/Introduction

When running Microsoft Office applications (Word, Excel, PowerPoint), the following error message appears:

"AI.exe -- Bad Image: \Program Files\Manufacturer\Endpoint Agent\prntm64.dll is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media, or contact your system administrator or the software vendor for support. Error status: 0xc0000428."

Environment

DLP Release: 15.x, 16.x

Resolution

The ai.exe is a Windows background task responsible for performing AI-related operations. 
Microsoft confirmed that ai.exe does not perform any print functions, and it is safe to whitelist it for printing in DLP.

Steps to Resolve:

  1.  Add ai.exe to Global Application Monitoring for Windows.
    Adding a Windows application

  2.  Uncheck the Print/Fax channel for ai.exe in Global Application Monitoring.

After completing these steps, you will no longer encounter the error message.

Additional Information

You can use the GetAppInfo.exe tool to generate application information. You use this tool when you add applications and use the Application Monitoring feature.

Generating Third-party Application Information Using the GetAppInfo Tool