Office files fail to open after updating to Endpoint Security 10.7.0 June 2022 Update

Technical Articles ID: KB95769
Last Modified: 2022-08-02 05:36:50 Etc/GMT

Environment

Endpoint Security (ENS) Platform June 2022 Update (10.7.0.3460)
ENS Web Control June 2022 Update (10.7.0.2697)

Problem

Office files fail to open after installing the ENS 10.7.0 June 2022 Update. This issue impacts versions of Office older than Office 2019.

When trying to open an Office document, you receive the following error:

"The file cannot be opened because your virus scanner has detected a problem with the file."

System Change

Updated to the ENS Platform 10.7.0.3460 and ENS Web Control 10.7.0.2697 modules released in June 2022.

Cause

ENS Web Control injects Office processes as part of its protection functionality. ENS Web Control DLLs depend on the Visual Studio 2019 runtime DLLs: vcruntime140.dll and vcruntime140_1.dll.

If the Visual C++ Redistributable runtime for Visual Studio 2019 isn't installed on the system, ENS libraries fail to load in processes outside the ENS installation directory.

This issue doesn't occur in the latest versions of Office as the requisite DLLs are in the Office binaries folder. This issue also hasn't been observed in all environments running older versions of Office, as many non-Office-related programs also install the Visual C++ Redistributable runtime for Visual Studio 2019.

Solution

The ENS 10.7.0 June 2022 Update General Availability (GA) build has been re-released with an update to include and install the Visual Studio 2019 runtime as part of our installer. This standard installation method is used as needed in previous releases. But, it was removed with the intention of reducing the installation package size with minimal impact to customers. The updated installer is included in ENS Platform 10.7.0.3468.

We also have a long-term solution to avoid this type of issue in the future.

The ENS 10.7.0 June 2022 Update GA build was cascaded to MVISION ePO customers on June 27, 2022 and became available on the Product Downloads site on June 29, 2022.

Our product software, upgrades, maintenance releases, and documentation are available on the Product Downloads site.

NOTE: You need a valid Grant Number for access. See KB56057 - How to download product updates and documentation for more information about the Product Downloads site, and alternate locations for some products.

Workaround

Leave the ENS Web Control 10.7.0 June 2022 Update release installed and apply the following Visual C++ Redistributable packages as noted:

For 64-bit systems:
Install the x64 and x86 Visual C++ Redistributable for Visual Studio 2015, 2017, 2019, and 2022 available here:

For 32-bit systems:
Install the x86 Visual C++ Redistributable for Visual Studio 2015, 2017, 2019, and 2022 available here:

x86 Visual C++ Redistributable

For more information, see the Microsoft article Latest supported Visual C++ Redistributable downloads.

Affected Products

Languages:

This article is available in the following languages:

Knowledge Center

Office files fail to open after updating to Endpoint Security 10.7.0 June 2022 Update

Environment

Problem

System Change

Cause

Solution

Workaround

Affected Products

Languages:

Title

Title

Knowledge Center

Office files fail to open after updating to Endpoint Security 10.7.0 June 2022 Update

Environment

Problem

System Change

Cause

Solution

Workaround

Affected Products

Languages:

Choose your region

Title

Title