Ai.exe - Bad Image Error Message When Running Microsoft Office Application

Products

• Data Loss Prevention Endpoint Prevent

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

Cause

ai.exe is a Windows background task responsible for performing AI-related operations. Additionally, Microsoft has confirmed that ai.exe is not used for printing tasks.

Resolution

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, the customer will no longer encounter the error message.