Loading...

Knowledge Center

System hangs at startup
Technical Articles ID:   KB87281
Last Modified:  9/8/2016
Rated:

Environment

McAfee Endpoint Security 10.1.1
McAfee VirusScan Enterprise (VSE) 8.8 Patch 7

Problem

An affected system will not complete the startup sequence. You may see the Please wait screen, but the system does not start.

This issue should not be confused with a slow startup symptom.

An affected system may also hang when launching third-party applications or accessing files.
 

Cause

An interaction between FileInfo.sys (the Prefetch driver) and McAfee code leads to a deadlock between threads that are waiting on one another.

Solution

This issue is resolved in Endpoint Security 10.2.0, which is available from the Product Downloads site at: http://mcafee.com/us/downloads/downloads.aspx.

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

Updates are cumulative; Technical Support recommends that you install the latest one.

Solution

This issue is resolved in Endpoint Security 10.1.2, which is available from the Product Downloads site at: http://mcafee.com/us/downloads/downloads.aspx.

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

Updates are cumulative; Technical Support recommends that you install the latest one.

Solution

This issue is resolved in VSE 8.8 Patch 8.

Updates are available when you log on to the ServicePortal at: https://support.mcafee.com/downloads.

Workaround

Disabling the Prefetch startup operations will avoid the deadlock.

For information about disabling Prefetch, see:
https://msdn.microsoft.com/en-us/library/ms940847(v=winembedded.5).aspx

NOTE: It is not advisable to disable Prefetch for all systems because some hardware may be adversely affected (slow performance, especially at startup).

Related Information

This issue may occur with multiple McAfee products because the underlying code (SYSCore) is shared among many products.

To investigate this issue, generate a full system dump after the symptom has occurred and, if possible, generate the dump after the symptom has been present for several minutes to ensure the hung state will be reflected in the memory dump.

Alternatively, you can identify the issue by elimination. After disabling Prefetch (see the Workaround), the system will boot normally.

Rate this document

Did this article resolve your issue?

Please provide any comments below

Languages:

This article is available in the following languages:

English United States
Japanese

Beta Translate with

Select a desired language below to translate this page.

Glossary of Technical Terms


 Highlight Glossary Terms

Please take a moment to browse our Glossary of Technical Terms.