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CB Defense: Error: "ctiuser.dll is missing from your computer" After Sensor Downgrade

CB Defense: Error: "ctiuser.dll is missing from your computer" After Sensor Downgrade

Environment

  • CB Defense Sensor: 3.4 and Below
  • Microsoft Windows: All Supported Versions

Symptoms

  • Sensor Version Downgraded
  • Ctiuser.dll missing from c:\windows\system32
  • All Apps experience error: "Application popup: <Appname>.exe - System Error : The program can't start because C:\Windows\system32\ctiuser.dll is missing from your computer. Try reinstalling the program to fix this problem. "

Cause

  • Downgrading is not currently supported
  • Downgrade causes the sensor to be a nonfunctional state

Resolution

  1. Put the sensor into bypass mode
  2. Reinstall Sensor on effected endpoint

Additional Notes

DSEN-5163 was applied in sensor version 3.5 to prevent downgrades.

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Creation Date:
‎09-09-2020
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