Performance issue and blade initialization failure after upgrade to version 88.70

[jorgeluiznim]

Hello everyone,
I’m experiencing a major issue in a client's machine environment after upgrading to version 88.70 of Harmony Endpoint.

I chose version 88.70 due to the performance improvements it offers. The deployment was completed successfully on approximately 600 devices, with no errors or aparente issues. Everything seemed to be working fine initially.

However, the next day, end users started reporting extremely slow performance. Upon investigation, I found that two blades were not initializing properly:

Anti-Malware

Threat Extraction & Emulation (File Protection)

This behavior is directly affecting device performance. In some cases, restarting the machine temporarily resolves the issue, but after a few hours, the same problem returns, and the same blades are shown as inactive again.

Currently, I'm receiving multiple alerts in the console indicating that several machines are showing the same symptoms, with the mentioned blades disabled and system performance severely degraded.

Impact:

Performance degradation across approximately 600 endpoints.

Endpoint protection compromised due to inactive security blades.

Issue reoccurs even after rebooting the machines.

Actions Taken So Far:

Rebooted affected machines (temporary fix).

Checked Harmony Endpoint services.

Monitored device and blade behavior via the management console.

Request:

I would appreciate support in analyzing this issue and identifying the root cause. Is there any recommended fix, hotfix, or workaround for this specific scenario in version 88.70?

Thank you in advance for your assistance.

[PhoneBoy]

To properly analyze the root cause, you'll need to work with TAC, who can help you gather the necessary data.

[Eve_Z]

Hello @jorgeluiznim 

Starting from E88.50, the prerequisite is .Net Framework 4.7.2. If your machines are Windows 10, verify that the build is greater than 1607, because previous versions only support .Net 4.6.1.

If they are Windows 11, try installing Visual C++ 2012 x86 and then reboot, as this worked in my case.

[ozgrtm]

I am dealing with exactly the same issues.

[morris]

We have also this issue with 3 Clients on E88.70 (2x W11, 1x W10).

Other clients with older Versions are running fine.

[Chris_Atkinson]

@morris @ozgrtm 

Please raise the issue with TAC if you've not already for further analysis.

[morris]

Case is open. Connection Token and epcpinfo uploaded and waiting for hotfix.

[Tom_Hinoue]

I'm not sure about the performance degradation, but for the issue where Anti-Malware/File Protection blade is in the "NOT RUNNING" status, I believe you are not alone.

We have raised a case to TAC for the same issue on a Win11 23H2 build, and received a hotfix based on E88.70 and now monitoring the behavior.

Nevertheless as the others mentioned, I recommend opening a case to TAC for each of your case to address your issue.

[the_rock]

I agree with advices given so far, definitely open TAC case for this.

Andy

[morris · Accepted solution]

We created a case and got 88.70.0451 and it seems to fix the problem.

[the_rock]

Thanks for letting us know!