Encryption Desktop - Office File open failures after KB4041691

[Migration User]

Good morning.

I opened my machine this morning to a new security update install and noticed that office files were not loading from an encrypted folder.  I was either getting a message from office telling me that the file was corrupt or it was causing a blue screen of death.

After removing the KB4041691 that was automatically installed last night, the system started working again.

We are using Symantec Encryption Desktop 10.4.1 MP2 connected to a Symantec Encription server 3.4.1 MP2.

All production systems in our environment are Windows 10 Pro 64 bit.  This happened both from Microsoft Office Professional Plus 2016 Version 1708 and Microsoft Office 2010 systems.

Please let me know if you need any additional information for your engineers to look into the issue with the new Windows update.

[Migration User]

I can confirm this exact issue is happening in our environment as well. KB4041691 appears to be specific to Windows 10 build 1607. The bluescreen occurs on our Windows 10 build 1607 x64 Enterprise with SED 10.4.1 and 10.4.1 MP2HF1. Uninstalling KB4041691 resolves the issue, but it has security patches in it so we don't want to go without this patch forever. In the meantime we are asking techs to upgrade systems to Windows 10 Build 1703 or 1709. Hoping for a patch from Symantec.

[Migration User]

Hello!

We have a problem with the work too Symantec Desktop Encription. Starting around the month of October there is a problem in the component FileShareEncription. Microsoft Office files (2013 and 2016) on Windows 10 when opening from a network share, began to open with an error (Example in the attached file). This error appears for previously encrypted files. And new encrypted files, folders, and network resources. But if you copy the file to your local computer, then the problem disappears and the file opens.

Problem is available on Windows 10 version 1709 build 16299.64
SymantecEncryptionDesktopWin64-10.4.1 and SymantecEncryptionDesktopWin64-10.4.1MP2HF1

[Trace]

We have the same issue as well. The combination of Windows 10 (1709) + Office 2016 professional plus 16.0.4266.1001 with the latest Microsoft updates has a problem when using the latest version of File Share Encryption. Probably we need to open support case for this.

[Migration User]

The same issue seems to be with Windows 7 and Security Patch KB4054518, part of the monthly rollup from December 2017.

I could not access old encrypted Word or Excel files directly with Word or Excel. But when I opend the file in notepad++ I saw the decrypted binary file in the texteditor. This binary file I could save to a different location, and then I was able to open the file with Word or Excel.

After uninstalling the patch for Windows 7 KB4054518 everything was back to normal.

My hunch on it is that Word somehow accesses the file before the file gets decrypted. Other programs like Acrobat or notepad++ do not show this behaviour.

[bgee]

Just check this latest Howto/KB which was released on 22th december describing the problem and workaround. i had raised a ticket aswell and was provided with that link within 10minutes 

 

Cannot open FileShare protected documents after Windows cumulative updates are installed
TECH248240 December 22nd, 2017 http://www.symantec.com/docs/TECH248240

 

Regards

ben

[Migration User]

On Windows 10, i cannot uninstall the monthly roll-up package for November, because "it is necessary for Windows" or something like this.

 

Also, uninstalling SED and updating windows to the brink and re-installing SED didn't help.

 

i guess i am one of the "but this has not worked for all customers" part...

[policeman51]

Not the only one. I just finished going through those steps and I still could not open files. 

As the President would say, SAD