BUG REPORT: Incompatibility between Symantec File Share Encryption (previously PGP NetShare) and McAfee VirusScan Enterprise 8.8 patch 2

Article:TECH202537  |  Created: 2013-02-06  |  Updated: 2013-07-16  |  Article URL http://www.symantec.com/docs/TECH202537
Article Type
Technical Solution


Issue



There are known issues when running any version of Symantec File Share Encryption (previously PGP NetShare) and McAfee VirusScan Enterprise 8.8 patch 2 at the same time.

The problem is seen with Office 2010 ".xlsx" and ".pptx" files in a File Share Encryption folder. This cannot be opened on Microsoft Windows 7 64-bit systems if McAfee version 8.8 is installed.

 


Error



Microsoft Office documents in a File Share Encryption protected folder cannot be opened, and are marked as "corrupted" if McAfee VirusScan is running at the same time.

 


Cause



The problem was introduced with a design change in McAfee VirusScan Enterprise 8.8 patch 2 where the vendor moved from a "Legacy Filter Driver" to the "Minifilter Driver Model". Symantec File Share Encryption (PGP NetShare) uses the Legacy Filter Driver model, which is no longer supported by McAfee 8.8 patch 2, even though this design is still supported by Microsoft. The problem affects any version of Symantec File Share Encryption and does not occur when using an older version of McAfee VirusScan prior to 8.8 patch 2 (for example, version 8.8 patch 1).

 


Solution



The following workarounds exist:

- Uninstall or disable McAfee VirusScan or install a version of McAfee VirusScan Enterprise previous to version 8.8 patch 2.

- If the File Share Encryption component is not needed, install the Symantec product without any File Share Encryption/PGP NetShare components.  See article HOWTO84112 for details on installing with the MSI switch

- Decrypt the protected folder. The files that appeared to be corrupt will then open successfully.

 

Additional Note:  An issue with similar symptoms was seen in another environment using Windows 7 Pro x64, McAfee 8.8 update 2 and PGP 10.2.1 MP5.  When trying to open Excel 2007 (xlsx) files from a NetShare folder, the user would often get error messages saying that the file is corrupted.

 

For this scenario, the problem was solved by applying a Microsoft fix described in the following KB:

 

http://support.microsoft.com/kb/211494

 

Please test this fix before applying to the general public to ensure this is the issue.

 


Supplemental Materials

SourceETrack
Value2886335
Description

Office 2010 .xlsx and .pptx files in a folder protected by Symantec File Share Protection (PGP NetShare) cannot be opened on Windows 7 64-bit if McAfee 8.8 patch 2 is installed



Article URL http://www.symantec.com/docs/TECH202537


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