[KBA-79175] Genetec 32-bit process is unresponsive on a machine on which Cylance is installed

Last updated
2024-02-28
Internal reference number
3674910
Content type
KB articles
Language
English
Product
Security Center

Genetec 32-bit process is unresponsive on a machine on which Cylance is installed

Cylance installation on a machine can impact any 32-bit Genetec process. To restore operation, manually stop the process or restart Genetec services.

This issue can affect any 32-bit process, including, but not limited to:
  • GenetecVideoUnitControl32.exe - The role displays a "Unit Control failed to start on server" warning.
  • GenetecArchiverAgent32.exe - The role displays an "Agent failed to start on server" warning.
  • Genetec.MediaComponent32.exe - The process has a high memory usage when it is in an idle state.
  • GenetecThumbnailGeneration32.exe - Snapshots are not generated.

Applies to

Any version of Security Center with Cylance installed.

Cause

An external issue.

Workaround

Contact Genetec™ Technical Assistance Center (GTAC) at https://gtap.genetec.com for the workaround.

Status

The issue is being reviewed externally.
NOTE: Contact GTAC for more detailed documentation about the issue.