Windows Server 2008 (64-bit) servers become unresponsive after VirusScan Enterprise 8.8 is installed

Technical Articles ID: KB87463
Last Modified: 6/29/2020

Environment

McAfee VirusScan Enterprise (VSE) 8.8 Patch 7 or earlier

Microsoft Windows Server 2008 (64-bit)

Problem

A rare timing issue occurred with VSE 8.8 Patch 7 or earlier versions when installed on Windows Server 2008 (64-bit), and caused the system to become unresponsive.

Symptoms might include the following (observed on Windows Server 2008 (64-bit) servers):

Mouse/keyboard being unresponsive.
CTRL+ALT+DELETE being unresponsive.
Network connectivity being partially or totally unresponsive.

System Change

There is no specific system change that can be attributed for this symptom to be introduced in an environment. But, it can only occur after you install VSE.

Cause

The deadlock symptom can occur when "McShield" and the "on-access scanner" try to stop and restart after a hard scan-timeout. A rare and subsequent timing issue leads to a McAfee driver waiting indefinitely for a McShield thread to respond to scan requests, but the McShield process is hung trying to shut down.

Solution

The issue is resolved in VSE 8.8 Patch 8.

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

Workaround

A system reboot restores operations. A reboot is not advisable as a troubleshooting step, because the data needed to investigate the root cause can be lost, unless the issue can be reproduced again later. A reboot might still be needed to configure the system to allow for more in-depth data collection. (This problem requires a full system dump to identify.)

Workaround

If VSE 8.8 Patch 8 can't be immediately applied, a workaround exists. The workaround configures the kernel driver to not wait indefinitely for McShield to fulfill a scan request. But, using this workaround results in files going unscanned.

It is a temporary workaround. Contact Technical Support if you need help with the workaround.

To contact Technical Support, log on to the ServicePortal and go to the Create a Service Request page at https://support.mcafee.com/ServicePortal/faces/serviceRequests/createSR:

If you are a registered user, type your User Id and Password, and then click Log In.
If you are not a registered user, click Register and complete the required fields. Your password and logon instructions will be emailed to you.

Affected Products

Known Issue/Product Defect
VirusScan Enterprise 8.8

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Knowledge Center

Windows Server 2008 (64-bit) servers become unresponsive after VirusScan Enterprise 8.8 is installed

Environment

Problem

System Change

Cause

Solution

Workaround

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Title

Title

Knowledge Center

Windows Server 2008 (64-bit) servers become unresponsive after VirusScan Enterprise 8.8 is installed

Environment

Problem

System Change

Cause

Solution

Workaround

Workaround

Affected Products

Languages:

Glossary of Technical Terms

Choose your region

Title

Title