Symptoms
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 This article is no longer updated by Dell.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 the 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 Endpoint Security Suite Enterprise
The Advanced Threat Prevention tile is not displayed in the console, and you see the following error messages:
14:42:05 CylanceSvc(1416)[4] Error: [SlimController] Digital signature verification failed for:
And
14:42:05 CylanceSvc(1416)[4] Error: [SlimController] Failed to load controller module. Functionality will be limited.
In the log files under C:\Program Files\Dell\Dell Data Protection\Advanced Threat Protection\log.
Resolution
To resolve this issue, follow the steps below:
Go to https://www.thawte.com/roots/ Follow the test site link for the certificate with thumbprint 91 c6 d6 ee 3e 8a c8 63 84 e5 48 c2 99 29 5c 75 6c 81 7b 81
Figure 1: (English Only) Thawte Root Certificates
Click the pad lock icon next to the address bar and then on view certificates.
Figure 2: (English Only) Click the pad lock and then view certificates
Click Certification Path.
Figure 3: (English Only) Certificate Path
Click the first certificate in the chain and then on View Certificate.
Figure 4: (English Only) View Certificate
Click Details.Click Copy to File.
Figure 5: (English Only) Copy to File
Click Next, Next again, and save the file.
Figure 6: (English Only) Certificate Export Wizard
After saving the .cer file, OK all open windows, locate the file that was saved and double-click it.Click Install Certificate.
Figure 7: (English Only) Install Certificate
Click Next
Figure 8: (English Only) Certificate Import Wizard
Place all certificates in the following store.BrowseSelect Trusted Root Certification Authorities and click OK.
Figure 9: (English Only) Trusted Root Certification Authorities
Click NextClick Finish
Wait a few seconds, and the Advanced Threat Prevention tile automatically becomes visible.
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.
