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Endpoint Detection and Response version 1.2.0.389 update issue

Issue

On June 5, 2023, an update to Endpoint Detection and Response (EDR) version 1.2.0.389 was released. This release will cause a one-time blue screen of death (BSoD) on Windows Server 2008 R2 or Windows 7 devices during the upgrade from 1.2.0.387, the previous EDR version.

Environments

  • Windows Server 2008 R2
  • Windows 7
  • Endpoint Detection and Response
  • Nebula
  • OneView

Cause

The previous EDR plugin version 1.2.0.387 was causing a BSoD on Windows 7 and Windows 2008 R2 devices when the EDR drivers were being unloaded. Updating the EDR plugin automatically stops and restarts the EDR drivers, which may cause a BSoD if running the previous EDR plugin version.

Check plugin version

Check the EDR plugin version to verify if a recent BSoD occurred because of the update, or if the update is still pending. Follow the steps below to check the current EDR plugin version.

  • In the console.
    1. Go to Manage > Endpoints.
    2. Click on an affected endpoint.
    3. Click See more details.
    4. Verify the Endpoint Detection and Response version listed under the Agent and plugins or Agent Information sections.
  • On the endpoint.
    1. Hold control and right-click the system tray icon on the endpoint and click About.
    2. Verify the Endpoint Detection and Response version in the list.

Manually update EDR plugin

The update will be automatically distributed to your endpoints, which may result in a BSoD during business hours. If the EDR plugin is still version 1.2.0.387, follow the steps below to manually check for updates and control when the BSoD occurs.

  1. Go to Manage > Endpoints. 
  2. Check the checkboxes for the endpoints to update.
  3. In the top-right, click the ellipsis icon or Actions menu > Check for Agent Updates.

Resolution

If a BSoD occurred as a result of the EDR plugin update, follow the steps below and monitor for additional crashes.

  1. Power off the machine.
  2. Power the machine back on.
  3. Confirm the EDR version is 1.2.0.389 or higher.
  4. Continue monitoring for any crashes.

If you are still experiencing any crashes with the EDR plugin version 1.2.0.389 or higher, contact Support.

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