I noticed that when doing a Save As for a PDF that would be blocked according to my policy, the document is blocked (good) but the Adobe system crashes causeing whatever changes the user was making to the document is lost (bad). This seems to happen on Windows 7 and Windows 10 devices.
Renelee
What did you find, I am also having tghe same issue. The log files show the following;
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 8916 PID: 9104] |
| Error | : | RegOpenKeyEx() failed when opening SOFTWARE\RSA\DLP\Endpoint with error: 5 [Process: Microsoft.Photos.exe TID: 8916 PID: 9104] |
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 11908 PID: 6808] |
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 10468 PID: 6948] |
| Error | : | RegOpenKeyEx() failed when opening SOFTWARE\RSA\DLP\Endpoint with error: 5 [Process: Microsoft.Photos.exe TID: 13740 PID: 7616] |
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 8504 PID: 7944] |
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 9272 PID: 17860] |
| Error | : | Failed to get communication ports for process Microsoft.Photos.exe [Process: Microsoft.Photos.exe TID: 9272 PID: 17860] |
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 19224 PID: 18500] |
| Error | : | Failed to get product Version. [Process: Microsoft.Photos.exe TID: 6372 PID: 7220] |
| 0 Erro | r | : Failed to get product Version. [Process: Microsoft.Photos.exe TID: 2372 PID: 12072] |
| 0 Erro | r | : RegOpenKeyEx() failed when opening SOFTWARE\RSA\DLP\Endpoint with error: 5 [Process: Microsoft.Photos.exe TID: 2372 PID: 12072] |
| 0 Erro | r | : Failed to get communication ports for process Microsoft.Photos.exe [Process: Microsoft.Photos.exe TID: 2372 PID: 12072] |
| 0 Erro | r | : RegOpenKeyEx() failed when opening SOFTWARE\RSA\DLP\Endpoint with error: 5 [Process: Microsoft.Photos.exe TID: 14700 PID: 13180] |
| 0 Erro | r | : Failed to get communication ports for process Microsoft.Photos.exe [Process: Microsoft.Photos.exe TID: 14700 PID: 13180] |
We have been working with a hotfix that does resolve the issue properly. I believe this will be rolled into a formal patch in the next few weeks. Are you having IE crashing issues as well, because the patch fixed that too.
Jerry
No, no real issues outside of this. Today was the first occurrence that we have seen this issue. We rolled the SP3 out in Mid March.
Hi Rodney Meryweather ,
The developer team will release a hot fix for this issue. The target release date for the hot fix is last week of May.
regards,
Renelee Manio
Hi Renelee, Is there any update to the announced date for this fix or is it already available?
Hi Jerry DeSanto,
Based from the information I received from our engineering team, the fix is included on 9.6 SP3 P1 which is target to be release on June 14 which is a few weeks from now.
regards,
Renelee Manio
Hi Renelee, Is there any update to the announced date for this fix or is it already available as it does not appear to have been released on the 14th or to date (June 19th)?
Hi Rodney Meryweather,
Unfortunately I'm still waiting for the update of our engineering team for the release of DLP 9.6 SP3 P1. There could be some chalenges along the way and that caused them for the delay in releasing the said patch. I have sent a follow to them and will update this discussion once I get the information that you need.
regards,
Renelee Manio
Hi Rodney Meryweather,
I just got a feedback from our engineering team that there were some roadblocks in the 9.6 SP3-P1, so it got delayed. New target release will be by mid of next month if there will be no more roadblocks encountered along the way.
regards,
Renelee Manio
Hi All,
DLP 9.6 SP3 P1 is already available. You should be able to download the installers via RSA Link. The following has been fixed by the said patch. Please list below for reference.
DLP Network
•The Cisco WSA proxy is not communicating with ICAP.
DLP Endpoint
•Internet Explorer 11 crashes on Windows 10 while creating or opening bookmarked pages.
•Internet Explorer 11 crashes on Windows 10 when trying to save a web page as Adobe PDF.
DLP Datacenter
•Scheduled Scan starts before the scheduled time.
•NetExecutionTime (NET) of scan is wrongly calculated when the scan is scheduled to run in the future month.
regards,
Renelee Manio
Hi Jerry,
I'm currently performing test on my lab and will update you with the status on the DLP support case that you have.
regards,
Renelee "AP" Manio