Is anyone having issues launching their game?

Support Technical Support
145

If you can’t disable the service via simple or obvious methods, more than likely you’ll need the administrator passkey to disable it. If your computer security is managed via a third-party (ie work computer), you’ll need to contact the Admin of the Endpoint/InterceptX account to get you that passkey. It makes your computer absolutely vulnerable to human error for 4 hour windows, so good luck getting a tech admin to sign off on it.

If I was a betting man, since my own tech guy runs Starcraft and he said his Bnet computer at home is doing the same thing but his work machine is not AND he is running the same policies at both locations, Blizz probably did a small A/B test on an update to their authentication servers (DDOS attack mititagion) for a percentage of the Bnet population. It’s unfortunate that some of us go hit with it but that’s how it works sometimes in the industry. Until Sophos adds exceptions, the only resolution to this is disabling HitmanPro via killing the task or stopping the service, quickly launching WoW/Starcraft/Diablo before the Hitman service restarts, and going about your business. I highly recommend, if you are going to do this AND got that passkey to do this, that you disconnect from ANYTHING else on the web as your computer will be vulnerable to browser highjacks while hitman is down.

1 Like
146

• Since when are you experiencing this issue? | The morning of 2/26/24, game previously functioning night before
• How many users are affected with this and do all OS versions face this issue? | Unknown, Windows 10
• Attach a screenshot of hitmanpro blocking the application for endpoint and as seen on central | No notifications present for sophos/hitmanpro killing the service
• Can you please see if the game vendor has provided a list of exclusions for the antivirus applications? Mostly, all vendors provide exclusion list so that their applications work fine with all antivirus softwares. N/A
• Can you please share us the SDU logs from any of the affected device? Should be in my pastebin links above

DxDiag: https://pastebin.com/4sXALMRi
MSInfo Pt1: https://pastebin.com/Jnm8Q3hp
MSInfo Pt2:https://pastebin.com/cNcTvENU

• What is the exact name of game and is there a specific path/process through which it is processed? wow.exe (I think…?) Default path - C:\World of Warcraft_retail_

Let me know if you need any other details/files and such

1 Like
147

I am walking way out on a limb here, not owning sophos and not having this specific problem, but I am going to ask anyway. Does sophos have a permissions list in the firewall tab like Norton’s or am i to assume they update their list automatically and you have no input?

148

We/I have 0 input to their list unfortunately

149

I’ve disabled everything and still nothing, I can’t believe this is an issue with modern games and billion dollar companies.

150

ALright everyone, with the help of Sophos support the issue has been resolved by pushing a Maintenance Release of the Endpoint protection software specifically:
|Core Agent||FTS 2023.2.1.14-MR1|
|Sophos Intercept X||FTS 2023.2.1.16-MR1|
|Device Encryption||FTS 2023.2.1.6-MR1|

I’ve informed them this resolved the issue and asked how soon this could be pushed to all users as many people are effected that cannot access the backend settings like I did.

I’ll let you know what they say

6 Likes
151

You my friend, deserve a handshake.

Thank you!!!

152

no worries, I just didn’t want to be like “well mine’s workin’ now, I’m peacein’ out”

2 Likes
153

Your a real one,

154

Have you heard back any ETA? I know they’re doing live maintenance right now but I have no idea if it’s related to our issue or not and I haven’t seen any of the maintenance releases pushed out. Is there maybe a way to get it directly from sophos…? Additionally I have no access to anything backend and can basically only make it force an update if available.

4 Likes
155

So did you get an update?
Did it work?

156

Retail doesn’t even load a black screen for me anymore haha

157

I have two systems with both on opposites sides of the world. Neither system is identical to each other. They both are hanging at the same place. I created a dump file for the WOW.exe process that was Non responsive on both and came up with identical memory dump analysis.

Microsoft (R) Windows Debugger Version 10.0.19041.1 AMD64
Copyright (c) Microsoft Corporation. All rights reserved.

Loading Dump File [C:\Users\etaylor.DCSW\AppData\Local\Temp\DellLTWow.DMP]
User Mini Dump File with Full Memory: Only application data is available

WARNING: Whitespace at end of path element

************* Path validation summary **************
Response Time (ms) Location
Deferred
Deferred
Deferred
Symbol search path is:

Windows 10 Version 19045 MP (16 procs) Free x64
Product: WinNt, suite: SingleUserTS
19041.1.amd64fre.vb_release.191206-1406
Machine Name:
Debug session time: Sun Mar 3 00:49:52.000 2024 (UTC - 5:00)
System Uptime: 3 days 20:53:51.549
Process Uptime: 0 days 0:00:52.000
…
…
Loading unloaded module list
…
For analysis of this file, run !analyze -v
hmpalert!A3+0x20bb0:
00007ff988217a80 488b5028 mov rdx,qword ptr [rax+28h] ds:000001ddc47bb1d8=00007ff72f350000
0:000> !analyze -v
ERROR: FindPlugIns 8007007b

  •                                                                         *

  •                    Exception Analysis                                   *

  •                                                                         *

KEY_VALUES_STRING: 1

Key  : Analysis.CPU.Sec
Value: 3

Key  : Analysis.DebugAnalysisProvider.CPP
Value: Create: 8007007e on ETAYLOR-LT2

Key  : Analysis.DebugData
Value: CreateObject

Key  : Analysis.DebugModel
Value: CreateObject

Key  : Analysis.Elapsed.Sec
Value: 107

Key  : Analysis.Memory.CommitPeak.Mb
Value: 143

Key  : Analysis.System
Value: CreateObject

Key  : Timeline.OS.Boot.DeltaSec
Value: 334431

Key  : Timeline.Process.Start.DeltaSec
Value: 52

NTGLOBALFLAG: 0

PROCESS_BAM_CURRENT_THROTTLED: 0

PROCESS_BAM_PREVIOUS_THROTTLED: 0

APPLICATION_VERIFIER_FLAGS: 0

EXCEPTION_RECORD: (.exr -1)
ExceptionAddress: 0000000000000000
ExceptionCode: 80000003 (Break instruction exception)
ExceptionFlags: 00000000
NumberParameters: 0

FAULTING_THREAD: 000088d4

PROCESS_NAME: Wow.exe

ERROR_CODE: (NTSTATUS) 0x80000003 - {EXCEPTION} Breakpoint A breakpoint has been reached.

EXCEPTION_CODE_STR: 80000003

STACK_TEXT:
0000003c608f4260 00007ff9881e994c : 0000003c608f4870 00007ff72b3c0000 0000003c608f4390 00007ff72b57bcc3 : hmpalert!A3+0x20bb0
0000003c608f4290 00007ff9881e7f94 : 000001ddc4370000 0000003c608f4868 0000003c608f4960 0000003c608f4878 : hmpalert+0x4994c
0000003c608f4740 00007ff9881c4b67 : 0000003c608f4868 0000003c608f4878 0000003c608f4970 0000000000000000 : hmpalert+0x47f94
0000003c608f47a0 00007ff9881dcca6 : 000001ddc47bf690 0000003c608f4938 0000000000000000 0000000000000000 : hmpalert+0x24b67
0000003c608f4800 00007ff9881d65a4 : 0000003c608f4df8 000001ddc47b2240 0000003c608f49e0 0000000000000000 : hmpalert+0x3cca6
0000003c608f48e0 00007ff72b57bcc5 : 0000000003604ea3 00007ff72b3c1000 00007ff98af8d210 508501d500000000 : hmpalert+0x365a4
0000003c608f4c80 00007ff72b58275e : 000001ddc43e0000 6071d20b00001000 0000000000000eb0 000001dd9baa0000 : Wow+0x1bbcc5
0000003c608f5120 00007ff72b572c40 : 000001dd03604ea3 00007ff72b3c1000 c153336bddc05888 000001ddc43e0000 : Wow+0x1c275e
0000003c608f51a0 00007ff72b68a6d8 : 000000000000941b 000001dd99a29eff 0000000000005a4d 00007ff900004550 : Wow+0x1b2c40
0000003c608f5750 00007ff72b68a5e8 : 00007ff72b3c0000 00007ff72b68a58b 00007ff72b68a58b 00007ff900000000 : Wow+0x2ca6d8
0000003c608fec30 00007ff72e97fece : 0000003c608fecc8 0000003c608fed08 00007ff72b68a58b 0000000000000001 : Wow+0x2ca5e8
0000003c608fec60 00007ff72b656a57 : 00007ff73125affc 00007ff72b3c0000 0000003c608fed70 00007ff98aea0e7b : Wow!agsSetDisplayMode+0x1f38ae
0000003c608fec90 00007ff98af123af : 0000000000000000 0000003c608ff270 0000003c608ff930 0000000000000000 : Wow+0x296a57
0000003c608fed00 00007ff98aec14b4 : 0000000000000000 0000003c608ff270 0000003c608ff930 0000000000000000 : ntdll!RtlpExecuteHandlerForException+0xf
0000003c608fed30 00007ff98af10ebe : 0000000000000001 0000003c608ff500 000001ddc43e0000 0000003c608ff938 : ntdll!RtlDispatchException+0x244
0000003c608ff440 00007ff72b68a58b : 000001ddcc9b0a00 000001ddcc9b0aa0 00007ff72d486b26 0000000000000000 : ntdll!KiUserExceptionDispatch+0x2e
0000003c608ffbd0 00007ff72b61d30c : 0000000000000001 0000003c608ffeb0 0000000000000000 0000003c608ffeb0 : Wow+0x2ca58b
0000003c608ffc00 00007ff72b6097ae : 0000000000000003 0000003c608ffeb0 0000000000000000 0000000000000000 : Wow+0x25d30c
0000003c608ffc90 00007ff72b5efd69 : 000004b000000780 0000000004b00780 000004b000000780 00000000000008cc : Wow+0x2497ae
0000003c608ffd60 00007ff72b5ed48a : 0000003c00000001 0000003c608ffe90 0000000000000000 0000000000000000 : Wow+0x22fd69
0000003c608ffd90 00007ff72b5ed453 : 0000000000000045 0000000000000000 0000003c608ffe90 0000003c608ffeb0 : Wow+0x22d48a
0000003c608ffdc0 00007ff72b64a208 : 000001ddc43fc348 00007ff700000000 0ffffffffffffff0 00007ff700000000 : Wow+0x22d453
0000003c608ffdf0 00007ff72b655aea : 0000000000000005 0000000000000000 0000000000000000 0000000000000000 : Wow+0x28a208
0000003c608ffee0 00007ff989dc7344 : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : Wow+0x295aea
0000003c608fff20 00007ff98aec26b1 : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : kernel32!BaseThreadInitThunk+0x14
0000003c608fff50 0000000000000000 : 0000000000000000 0000000000000000 0000000000000000 0000000000000000 : ntdll!RtlUserThreadStart+0x21

STACK_COMMAND: ~0s; .ecxr ; kb

SYMBOL_NAME: hmpalert!A3+20bb0

MODULE_NAME: hmpalert

IMAGE_NAME: hmpalert.dll

FAILURE_BUCKET_ID: BREAKPOINT_80000003_hmpalert.dll!A3

OS_VERSION: 10.0.19041.1

BUILDLAB_STR: vb_release

OSPLATFORM_TYPE: x64

OSNAME: Windows 10

FAILURE_ID_HASH: {b9929c37-2b98-9e62-76f6-b6896bbabf3b}

Followup: MachineOwner

158

I do not have the symbols for WoW, but someone from Blizzard should be able to look at this and see where the issue is.

159

Do you have sophos intalled?

160

HitmanPro is causing a fault and your sophos version needs to be updated. If you can forceclose the application and then start wow you should be good, otherwise either contact whoever manages your Sophos to get it changed to the newest version or update it yourself if possible.

1 Like
161

Let’s hope this live maintenance sorts it out

162

Live maintenance isn’t going to change settings in a security app, so I would not expect that. The update would come from Sophos.

1 Like
163

Yeah, I was hoping that it would enable me to grab an updated version from them from their autoupdater. I have a ticket into my IT company to update it tomorrow so finger’s crossed that finally fixes it.
The update is confirmed public now, we just have to go in and update ourselves.

164

This is the issue for me, I don’t know if I can get admin access to click update.