5.2.2.2 Update - Console could not connect to service process

[GSimard]

After I installed update 5.2.2.2 (file version 4.0.100.1190) BI stopped working. The BI service which normally start automatically wont start after the update.

An Event is created each time I try to start the BI service:

Code: Select all

Faulting application name: BlueIris.exe, version: 5.2.2.2, time stamp: 0x5e7781a8
Faulting module name: hmpalert.dll, version: 3.7.15.437, time stamp: 0x5db83c4a
Exception code: 0xc0000409
Fault offset: 0x00000000000a2cb0
Faulting process id: 0x23e4
Faulting application start time: 0x01d600767b02bb0b
Faulting application path: C:\Program Files\Blue Iris 5\BlueIris.exe
Faulting module path: C:\Windows\system32\hmpalert.dll
Report Id: b607f691-b58e-4d8a-befc-7c36249b1461
Faulting package full name: 
Faulting package-relative application ID: 

I run Windows 10 Pro 1909 64-bit fully patched. Intel I7-4770 3.4GHz 8GB memory.

[InTheAir17]

I'm getting the exact same error log entry in event viewer. That DLL (hmpalert.dll) is HitmanPro by Sophos. I'm using Sophos Home, I bet you are as well. I tried to disable all real-time components and rerun the update but that didn't help. The application will run without the service but the service does not initialize so the console cannot connect.

Windows 10 Home, 1909, OS Build 18363.720
ASUS Z87M-Plus, Intel i5-4690K, 8GB
9 x Hikvision DS-2CD2342WD-I

Faulting application name: BlueIris.exe, version: 5.2.2.2, time stamp: 0x5e7781a8
Faulting module name: hmpalert.dll, version: 3.7.15.437, time stamp: 0x5db83c4a
Exception code: 0xc0000409
Fault offset: 0x00000000000a2cb0
Faulting process id: 0x9ac
Faulting application start time: 0x01d6011c78fc7b2c
Faulting application path: C:\Program Files\Blue Iris 5\BlueIris.exe
Faulting module path: C:\Windows\system32\hmpalert.dll
Report Id: 7372dbaa-1449-4969-9140-079533e43cf5
Faulting package full name:
Faulting package-relative application ID:

[spepin]

This seems to be a common issue with the new update (I'm having the same issue). Ken from BI support has been in contact with me, and I'm waiting for him to remote access with TeamViewer to see if he can fix the issue. Yesterday, this was all news to them -- they said this was the very behavior that the update was intended to fix. Today they're saying that at least one other user has complained with the same issue and it was antivirus related (blueiris.exe was not excluded). I'm not sure what changed with the software from the last update that is making all the AV software prevent the service from starting, but it sure is frustrating. Incidentally, I'm running Sophos for AV, and I've added both BlueIris.exe and BlueIrisService.exe as excluded applications, and still no-go.

[GSimard]

Yes, I do have Sophos Home installed. However, the first failing application is BlueIris. The fact that hmpalert.dll is in the event crash info is IMO simply a cascade/domino effect of BlueIris.exe crashing after being invoked from BlueIrisServices.exe.
I have BI installed at two locations and "Automatic download and install" has been un-checked for a very long time. Can't trust it anymore.

[gwp1]

Ditto to all of the above. I reached out to BI Support and Ken pointed to Sophos. I, too, am running Sophos Home and have implemented the exceptions noted in the BI Help files. No change. I have an open ticket with Sophos now.

[TimG]

There also appears to be some instability for Intel cpu users; see this thread:

viewtopic.php?f=4&t=1072

We have two good methods of restoring previous versions of BI5, it's well worth the effort. Also turn off auto updating

[gwp1]

Ken and I chatted and I dug into Sophos Home documentation a bit deeper.

https://support.home.sophos.com/hc/en-u ... ons-to-run

Choose Option 1 and locally exclude the blueiris.exe and blueirisservice.exe - no need to even reboot. It's instant. Go back into BI, re-toggle the Use Service checkbox and VIOLA, let the magic happen.

[InTheAir17]

Worked here! Awesome.

[GSimard]

Adding exclusion in Sophos did work for me BUT it takes a while to trickle down to the computer from the Sophos cloud.
I was replying to this post to state that the solution was not working for me. When I started the BI service to capture the error message, surprise, the service started successfully.
I am now at 5.2.2.2 and the "Automatic download and install" checkbox will remain unchecked from now on.

[CHSmacgyver]

I added an exception for BI in Sophos however it is still having troubles. It appears to be related to the BI service. This is a terrible update.

The issue now is that the service is running but the application thinks that it's not.