Some hardware devices stop functioning after Data Loss Prevention is installed and rebooted (Code 38)

Technical Articles ID: KB93017
Last Modified: 12/22/2021

Environment

McAfee Data Loss Prevention (DLP) Endpoint 11.x - all supported versions

For supported environments, see KB68147 - Supported platforms for Data Loss Prevention Endpoint.

Problem

After you install and reboot DLP, some hardware devices are no longer available or stop functioning.

In the device manager, the non-functioning hardware shows driver error code 38.

You see this issue only after you reboot Windows.

Cause

A conflict during the driver startup and DLP causes this issue.

Solution 1

The issue can be seen with drivers such as the Citrix driver ctxusbm.sys. Perform the following steps:

Remove Citrix Receiver form the system.
Update to a newer version of Citrix Receiver or open a case with Citrix.

Solution 2

Sometimes, you can resolve the issue if you change the way the third-party driver timing impacts the driver object references. To test it, change the upper or lower filter in the DLP Policy for the Device Class that receives the code 38 message:

Log on to the ePO console.
Go to the Policy Catalog tab, and click Data Loss Prevention under Products.
Click DLP Policy and click Edit next to the policy under Actions.
Select the Settings tab, and click Device Classes in the left pane.
Select a Device Class Name from the drop-down list. For example: USB (Universal Serial Bus).
Click the Filter Type drop-down list and change the type.
Click Apply Policy.

Workaround 1

As a workaround, set the hardware class that has an issue to Unmanaged in the DLP policy settings.

For more information, see the Data Loss Prevention 11.6 Product Guide.

Workaround 2

Some customers have seen an improvement by setting the DLP logging to "Log All Messages" in the DLP's Client Configuration.

Affected Products

Data Loss Prevention Endpoint 11.6.x
Data Loss Prevention Endpoint 11.4.x (EOL)

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Knowledge Center

Some hardware devices stop functioning after Data Loss Prevention is installed and rebooted (Code 38)

Environment

Problem

Cause

Solution 1

Solution 2

Workaround 1

Workaround 2

Affected Products

Languages:

Title

Title

Knowledge Center

Some hardware devices stop functioning after Data Loss Prevention is installed and rebooted (Code 38)

Environment

Problem

Cause

Solution 1

Solution 2

Workaround 1

Workaround 2

Affected Products

Languages:

Choose your region

Title

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