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  4. Troubleshooting CylancePROTECT Desktop 3.x

Troubleshooting
CylancePROTECT Desktop
 3.x

Windows
Issue
Solution
The following error displays when you try to save a device policy after adding memory protection exclusions: “Could not save policy. Please try again”.
If the exclusion path includes a wildcard value that uses a single asterisk (*), modify the wildcard to add an additional asterisk (**), then try to save the policy again.
For more information, see KB 94518.
The
CylancePROTECT Desktop
 3.0.1000 agent creates a large number of temporary files in the Windows temporary file directories.
Upgrade to agent 3.0.1005 or later.
For more information, see KB 94849.
An unexpected number of processes are blocked after upgrading to
CylancePROTECT Desktop
 3.x.
For guidance and best practices, see KB 85991.
Linux
Issue
Solution
“Operation not permitted” errors when you try to install
CylancePROTECT
 drivers
One of the following errors (or a similar error) displays in the
Linux
 terminal when you install the
CylancePROTECT
 drivers:
modprobe: ERROR: could not insert 'CyProtectDrvOpen': Operation not permitted
modprobe: ERROR: could not insert 'CyProtectDrv': Operation not permitted
Key was rejected by service
This error typically occurs when you try to install
Linux
 drivers on a device that has Secure Boot enabled. For more information, see KB 73487.
Virtualization issues
The
CylancePROTECT Desktop
 agent for
Linux
 uses the BIOS serial number and the unique ID generated by dbus (machine-id) to generate a device fingerprint. Issues may occur in some VM environments that use a gold image.
Linux
 machines that are generated from the gold image may retain identical BIOS serial numbers and IDs generated by dbus. This can cause VMs to check into the same device on the console instead of registering as a unique device.
When encountering this issue, it is recommended to check the BIOS serial numbers and machine-ids of the cloned machine to ensure that these values are unique for each machine. For more information, see KB 66123.
macOS
Issue
Solution
System Extension is blocked when the
CylancePROTECT Desktop
 agent runs
After upgrading a
CylancePROTECT Desktop
 device with
macOS
 11.15.0 to a later
macOS
 version, the following error occurs: “System Extension Blocked. A Program tried to load new system(s) signed by "Cylance, Inc." That needs to be updated by the developer.”
This issue occurs because System Extensions must be enabled for the
CylancePROTECT Desktop
 agent. Users must navigate to System Preferences > Security & Privacy, then click Allow for the Cylance extension.
Organizations that are using JAMF to deploy
CylancePROTECT Desktop
 may need to allow users to approve system extensions from within the JAMF configuration, using the following settings:
  • Enable “Allow users to approve system extensions”
  • Under “Allowed Team IDs and System Extensions”:
    • Display Name: Cylance Protect
    • System Extension Types: Allowed System Extensions
    • Team Identifier: 6ENJ69K633
    • Allowed system extensions: com.cylance.CylanceEndpointSecurity.extension