Environment Manager causes logoffs to stall on black screen on Logoff with Bomgar installed

Version 2

    Verified Product Versions

    AppSense Environment Manager 10.0AppSense Environment Manager 8.6AppSense Environment Manager 10.1

    Introduction

    You may find that when you have Bomgar installed on single-user endpoints with any version of Environment Manager beyond 8 FR 6 that logoffs hang for significantly long or indefinitely on a black screen. On inspection the logoff has completed and the session been torn down but Windows will not return to the Logon screen.

     

    Detail

    It was found that Bomgar-scc.exe which runs by default from the %ALLUSERS%\Bomgar location will need to be excluded from Environment Manager. The executable will sometimes hang on loading in EmLoader.dll which causes a driver hang in AsModLdr.sys. To exclude it, modify the following registry values:

     

    Path: HKEY_LOCAL_MACHINE\AppSense\Environment Manager\

    Name: ProcessWhitelist

    Type: REG_MULTI_SZ

    Data: Default data will be in place

    Action: Leave the default data as is and append a line with bomgar-scc.exe specified.

     

    Path: HKEY_LOCAL_MACHINE\AppSense\Environment Manager\AsModLdr

    Name: Exceptions

    Type: REG_MULTI_SZ

    Data: Default data will be in place

    Action: Leave the default data as is and append a line with bomgar-scc.exe specified.

     

    Note that the above values are the same as those for excluding antivirus products. If you are already managing these values by setting them in the Environment Manager configuration or GPO then please amend that configuration to add the bomgar-scc.exe executable.