OPERATIONAL DEFECT DATABASE
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Note: As of May 2022, Dell Endpoint Security Suite Enterprise has reached End of Maintenance. This article is no longer updated by Dell. For more information, reference Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.As of May 2022, Dell Threat Defense has reached End of Maintenance. This article is no longer updated by Dell. For more information, reference Product Life Cycle (End of Support / End of Life) Policy for Dell Data Security. If you have any questions on alternative articles, either reach out to your sales team or contact endpointsecurity@dell.com.Reference Endpoint Security for additional information about current products. Affected Products: Dell Threat DefenseDell Endpoint Security Suite Enterprise Applications fail to run when started from a network location after Dell Threat Defense has been installed. Figure 1: (English Only) Network Error The problem was due to a missing temp folder (CylanceDesktopRemoteFile) during a faulty installation of Dell Threat Defense. This folder is used to analyze files that are running from a network location. The temp folder is at: C:\Windows\Temp\CylanceDesktopRemoteFile To diagnose the problem, use Process Monitor to trace the execution of the program. Process Monitor shows the missing temp folder: CreateFile C:\Windows\Temp\CylanceDesktopRemoteFile\ 'PATH NOT FOUND' Figure 2: (English Only) Process Monitor
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To resolve this issue: Manually create C:\Windows\Temp\CylanceDesktopRemoteFile with a Windows Administrator account. Once the folder is created, the program runs without problems from the network drive. With the release of 1482.1(Threat Defense) and 1481.1(Dell Endpoint Security Suite Enterprise), a configurable option has been added through a registry key to move the CylanceDesktopArchive and CylanceDesktopRemoteFile folder to the Cylance ProgramData folder(C:\ProgramData\Cylance\Desktop): HKEY_LOCAL_MACHINE\SOFTWARE\Cylance\Desktop Name: ProtectTempPath Type: String Value (REG_SZ) Value: 1 There are two methods to apply this change: Method 1: HKEY_LOCAL_MACHINE\SOFTWARE\Cylance\Desktop Name: ProtectTempPath Type: String Value (REG_SZ) Value: 1 This registry key can be set using the following command: Warning: The next step is a Windows Registry edit: Back up the Registry before proceeding, reference How to Back Up and Restore the Registry in Windows .Editing the Registry can cause the computer to become unresponsive on the next reboot.Contact Dell Data Security International Support Phone Numbers for assistance if you have concerns about performing this step. reg add HKLM\SOFTWARE\Cylance\Desktop /v ProtectTempPath /t REG_SZ /d 1 /f Method 2: After installing Dell Threat Defense or Dell Enterprise Security Suite Enterprise, add the registry key by running psexec with the -s -accepteula switch from an administrator command prompt. Psexec.exe -s -accepteula reg add HKLM\SOFTWARE\Cylance\Desktop /v ProtectTempPath /t REG_SZ /d 1 /f Note: psexec can be downloaded at the following Microsoft link https://docs.microsoft.com/en-us/sysinternals/downloads/psexec . Once this change has been made, a reboot is required. The change can be verified by finding the below entries in Advanced Threat Prevention logs(C:\Program Files\Dell\Dell Data Protection\Advanced Threat Prevention\log) when set to debug logging: Note: Dell Endpoint Security Suite Enterprise log location (C:\Program Files\Dell\Dell Data Protection\Advanced Threat Prevention\log)Dell Threat Defense log location (c:\Program Files\Cylance\Desktop\log) Debug: [CommonUtils] Protect will write temporary data to directory C:\ProgramData\Cylance\Desktop\CylanceDesktopRemoteFile Debug: [CommonUtils] Protect will write temporary data to directory C:\ProgramData\Cylance\Desktop\CylanceDesktopArchive More Information: Increase Logging in Dell Encryption Enterprise and Dell Encryption PersonalHow to Enable Verbose Logging in Dell Threat Defense To contact support, reference Dell Data Security International Support Phone Numbers.Go to TechDirect to generate a technical support request online.For additional insights and resources, join the Dell Security Community Forum.
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