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Remote Desktop Connection has stopped working (issue: EEPC 5.2.9 with Windows 7 and 2008 server)
Technical Articles ID:  KB72490
Last Modified:  01/23/2012

Environment

McAfee Endpoint Encryption for PC 5.2.9
Microsoft Windows 7
Microsoft Windows 2008

Problem 1

You see the following error under the following conditions:
  • A user is accessing a network share on a Windows 2008 Server from a Windows 7 client when Single Sign On (SSO) is enabled.
  • A user is accessing a network share (\\servername\share) to either another Windows 7 client or to a Windows 2008 Server, when Single Sign On (SSO) is enabled.

Remote Desktop Connection has stopped working

Windows is collecting more information about the problem.
This might take several minutes.

Subsequent details that are available before the desktop closes:
 
Problem signature:
  Problem Event Name: APPCRASH
  Application Name: mstsc.exe
  Application Version: 6.1.7601.17514
  Application Timestamp: 4ce7ab44
  Fault Module Name: StackHash_8679
  Fault Module Version: 0.0.0.0
  Fault Module Timestamp: 00000000
  Exception Code: c000041d
  Exception Offset: 0000000003003a74
  OS Version: 6.1.7601.2.1.0.256.48
  Locale ID: 1033
  Additional Information 1: 8679
  Additional Information 2: 8679be93b61dca5a59e76324909da551
  Additional Information 3: e137
  Additional Information 4: e1378018610bb6122358d20b126ca079
 
 
Problem signature:
  Problem Event Name: BEX64
  Application Name: mstsc.exe
  Application Version: 6.1.7601.17514
  Application Timestamp: 4ce7ab44
  Fault Module Name: StackHash_b813
  Fault Module Version: 0.0.0.0
  Fault Module Timestamp: 00000000
  Exception Offset: 0000000003003a74
  Exception Code: c0000005
  Exception Data: 0000000000000008
  OS Version: 6.1.7601.2.1.0.256.48
  Locale ID: 1033
  Additional Information 1: b813
  Additional Information 2: b813c45b0999bb5b83a0f253e887b563
  Additional Information 3: 6f55
  Additional Information 4: 6f55978afee145f183f62bc6c53ef251
 

NOTE: Testing showed the problem can be avoided if you do the following:
  • Disable EEPC SSO
  • Roll back and install EEPC 5.2.8

Problem 2

Windows Application Event log records the following errors:

Error 1

Type:
ERROR
Event ID:
1000
Source:
Application Error
Category 
Application Crashing Events 
Description Faulting application name: mstsc.exe. version: 6.1.7601.17514. time stamp: 0x4ce7ab44  Faulting module name: SbCredProv.dll_unloaded. version: 0.0.0.0. time stamp: 0x4da6e054  Exception code: 0xc0000005  Fault offset: 0x00000000100039be  Faulting process id: 0x1a80  Faulting application start time: 0xmstsc.exe0  Faulting application path: mstsc.exe1  Faulting module path: mstsc.exe2  Report Id: mstsc.exe3   

Error 2

Type:
ERROR
Event ID:
1000
Source:
Application Error
Category 
Application Crashing Events 
Description Faulting application name: mstsc.exe. version: 6.1.7601.17514. time stamp: 0x4ce7ab44 Faulting module name: unknown. version: 0.0.0.0. time stamp: 0x00000000 Exception code: 0xc0000005 Fault offset: 0x0000000002c23a74 Faulting process id: 0x1498 Faulting application start time: 0xmstsc.exe0 Faulting application path: mstsc.exe1 Faulting module path: mstsc.exe2 Report Id: mstsc.exe3

Error 3

Type:
ERROR
Event ID:
1005
Source:
Application Error
Category 
Application Crashing Events 
Description Windows cannot access the file for one of the following reasons: there is a problem with the network connection. the disk that the file is stored on. or the storage drivers installed on this computer; or the disk is missing. Windows closed the program Remote Desktop Connection because of this error. Program: Remote Desktop Connection File: The error value is listed in the Additional Data section. User Action 1. Open the file again. This situation might be a temporary problem that corrects itself when the program runs again. 2. If the file still cannot be accessed and - It is on the network. your network administrator should verify that there is not a problem with the network and that the server can be contacted. - It is on a removable disk. for example. a floppy disk or CD-ROM. verify that the disk is fully inserted into the computer. 3. Check and repair the file system by running CHKDSK. To run CHKDSK. click Start. click Run. type CMD. and then click OK. At the command prompt. type CHKDSK /F. and then press ENTER. 4. If the problem persists. restore the file from a backup copy. 5. Determine whether other files on the same disk can be opened. If not. the disk might be damaged. If it is a hard disk. contact your administrator or computer hardware vendor for further assistance. Additional Data Error value: 00000000 Disk type: 0

Solution

This issue is resolved in EEPC 5.2.10, which is available from the McAfee Downloads site using a valid Grant Number.

The Endpoint Encryption for PC 5.2.10 Release Notes states the following:

Reference: 52100.5
Description: SbCredProv.dll faulting in conjunction with Remote Desktop Protocol issue has been fixed in this release.

However, the Endpoint Encryption for PC 5.2.11 Release Notes states the following:

Reference: 52110.2
Description: Sbcredprov.dll crashes when RDP occurs from Windows 7 to 2008 Server. This has been fixed in this release.

 
To clarify what was resolved in each release:
  • In EEPC 5.2.10 engineering fixed a system crash in the sbcredprov.dll which is linked to the user actions mentioned in this article. 
  • In EEPC 5.2.11 Engineering went a step further and we now evaluate if the connection is remote, when this is the case EEPC 5.2.11 prevents our Credential Provider from intercepting the connection / authentication request. This is a more scalable and compatible way of preventing issues for the future.

Patches are cumulative. Therefore, McAfee recommends that you install the latest one. For information about the latest releases, see KB51109

McAfee product software, upgrades, maintenance releases, and documentation are available from the McAfee Downloads site at: http://www.mcafee.com/us/downloads/downloads.aspx.

NOTE:
 You will need a valid Grant Number for access. KB56057 provides additional information about the McAfee Downloads site, as well as alternate locations for some products.

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