Overview

Following installation of the February and March 2020 Microsoft cumulative security update for Internet Explorer, Enterprise Console will fail to launch and crashes with the following unexpected error:

This security update has already been released to customers who have a Microsoft ESU license for Windows 7 and Windows 2008 R2 and is planned for release to remaining operating systems in March 2020.

Please Note. This issue will only cause the Enterprise Console to not open correctly.  All other functionality is working correctly; meaning:

• All Endpoints are still functioning as before the error occurred
• Endpoints will continue to receive security and product updates
• All other Enterprise Console functions (such as policy delivery) are still working as expected

The following sections are covered:

• What to do
  • For customers on Enterprise Console 5.5.1
  • For customers on Enterprise Console 5.5.2
• How to confirm if you have the fixed version of the Enterprise Console 5.5.2 installer
• How to confirm you have the patch applied
• Feedback and contact

Applies to the following Sophos products and versions
Enterprise Console 5.5.1
Enterprise Console 5.5.2

What to do

For customers on Enterprise Console 5.5.1

1. We recommended downloading and upgrading to Enterprise Console 5.5.2 which contains a fix for this issue
2. For those customers who currently are not able to upgrade, a patched file is available and can be applied as follows:
   1. Click here to download the patch
   2. Access the following folder:
      
      x64: C:\Program Files (x86)\Sophos\Enterprise Console
      x86: C:\Program Files\Sophos\Enterprise Console

      Note: This is the default installation path but may be different in your environment.
      
      
   3. Rename the file RsNeutral.dll to RsNeutral.orig
   4. Extract RsNeutral.dll from the downloaded RsNeutral-5.5.1.zip file
   5. Copy the downloaded RsNeutral.dll to this folder

For customers on Enterprise Console 5.5.2

1. An update to the Enterprise Console 5.5.2 installer was released on the 05th March containing a fix for this issue. 
2. If you downloaded and installed Enterprise Console 5.5.2 prior to the 05th March a patched file is available and can be applied as follows:
   1. Click here to download the patch
   2. Access the following folder:
      
      x64: C:\Program Files (x86)\Sophos\Enterprise Console
      x86: C:\Program Files\Sophos\Enterprise Console
      
      Note: This is the default installation path but may be different in your environment.
      
      
   3. Rename the file RsNeutral.dll to RsNeutral.orig
   4. Extract RsNeutral.dll from the downloaded RsNeutral-5.5.2.zip file
   5. Copy the downloaded RsNeutral.dll to this folder

Note: This issue does not affect customers on Enterprise Console 5.5.0.

How to confirm if you have the fixed version of the Enterprise Console 5.5.2 installer

1. Either:
   1. Right click the downloaded sec_552_sfx.exe and select Properties
      • Click on the Digital Signatures tab and check you have the following Timestamp:
        
        
        
        
   2. Access the following (default) folder for the extracted installer:
      
      C:\sec_552\ServerInstaller

      
      • Right click the file Server64.msi and select Properties
      • Click on the Digital Signatures tab and check you have the following Timestamp:
        
        
        

How to confirm you have the patch applied

1. Access the following folder:
   
   x64: C:\Program Files (x86)\Sophos\Enterprise Console
   x86: C:\Program Files)\Sophos\Enterprise Console

   Note: This is the default installation path but may be different in your environment.
   
   
2. Right click RsNeutral.dll and select Properties
3. Click on the Details tab and check you have the following Product version:
   • Enterprise Console 5.5.1
     • Pre patch: version 5.5.1.1027
     • Post patch: version 5.5.1.1564
   • Enterprise Console 5.5.2
     • Pre patch: version 5.5.2.696
     • Post path: version 5.5.2.720

Feedback and contact

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