Problem Statement:

Users may face login failures, application launch failures, or delayed login time with Accops HySecure and Accops Workspace client on Microsoft Windows OS.

Issue Symptoms:

• The latest Microsoft Defender update KB2267602 (Version 1.421.1647.0 for Win 10 & Version 1.421.1648.0 for Win 11), released on February 1, 2025, is causing issues with the Accops Client.
• Affected users are experiencing delayed connections and intermittent login failures while accessing the HySecure gateway.
• Verify in your latest Windows updates under Definition updates > Security Intelligence Update for Microsoft Defender Antivirus - KB2267602 (Version 1.421.1647.0 for Win 10 & Version 1.421.1648.0 for Win 11) Installed on 01st Feb 2025.

  
  

  

Impacted Client Versions:

Root Cause Analysis:

• The latest Windows Defender update appears to have increased scrutiny over file access patterns and I/O operations. It seems Windows Defender is throttling frequent write operations in a log file stored in User's home directory, temp directory and Windows temp directory.
• Accops client for Windows stores logs files in User's home, temp and Windows temp directory. 
• The new behavior of Windows Defender has impacted the event logging process of affected Accops clients for Windows OS, causing significant delays in the overall client operations.
• Because of the new behavior of Windows Defender, users may face problems in signing in and launching application.

Recommendation:

Update Windows Defender Antivirus Security Intelligence to version 1.421.1763.0 or a later version. This update is expected to lessen the severity of the symptoms; however, some delays in login through the client may still be experienced. 

We are continuing to work with Microsoft to further optimize this issue to eliminate the need for temporary workarounds (as detailed below) or updates to the Accops Workspace Client for Windows to address the behavior of Defender.

Temporary Workaround:

Exclude Accops Folder from Windows Defender (via GPO) (Recommended)

To exclude Accops-related folders from Windows Defender using Group Policy Object (GPO):

Steps to Apply in Group Policy (GPO)

1. Open Group Policy Management Console (GPMC)

   • Run gpmc.msc to open the Group Policy Management Console.

2. Edit or Create a New GPO

   • Navigate to:

     Computer Configuration > Administrative Templates 
     Windows Components > Microsoft Defender Antivirus > Exclusions
     

3. Configure the "Path Exclusions" Policy

   • Double-click "Path Exclusions".

   • Set the policy to "Enabled".

   • Click "Show…" and add the following paths in the Value name field:

     C:\Users\*\AppData\Local\Accops\edc\softclient\*.log
     C:\Windows\Temp\ACCOPS\*.log
     C:\Users\*\AppData\Local\Temp\ACCOPS\*.log
     

   • After adding the paths, set the Value as 0.

   • Click OK and Apply.

4. Force Group Policy Update on Client Machines

   • Run the following command on the client machines to apply the policy immediately:

     gpupdate /force
     

5. Verify the Exclusion in Windows Defender

   • Open Windows Security (Windows Defender).
   • Navigate to:

     Virus & threat protection > Manage settings > Exclusions
     

   • Ensure that the exclusions appear in the list.

Solution:

While awaiting a definitive update from Microsoft, we are offering a revised version of the Workspace client with optimizations to address the behavior of Windows Defender.

Support Article containing download links and Release Notes

Revision Table: