mctray.exe and updaterui.exe not terminating

[User13977566]

We have a Citrix environment where some sessions are freezing up (cause not known yet). On manually logging off these sessions, mctray.exe and updaterui.exe will not terminate, causing the session to remain. This can only be cleared by a reboot, but in the meantime causes some issues for us managing available servers. We're currently running agent version 5.5 and endpoint security 10.5.4 but I'm looking into upgrading this to 10. Have you guys come across this issue before? I tried to take a memory dump of the running processes but I've been unable to so far.

[jess_arman]

@User13977566 Both of the processes you've highlighted are part of the McAfee Agent. Since that's the case, your question will likely be best directed to the ePO/MA team as they could best speak to the scenario. 

To start down the path, since you mention you see this in your Citrix enviornment its worth noting that whenever you log on to a Citrix server, the run key is relaunched, causing a new instance of updaterui.exe. This is touched on in KB50315 as expected behavior, however, it's possible that something within that could be contributing to the result you're seeing depending on how many times this occurs in your environment or how the interaction of that with mctray.exe is going.

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[ShirishBhosle]

I have same problem what shall we do the fix and refer the KB article but one process is different. Users are unable to login after disconnect from session due the mctray.exe and updaterui.exe still showing running the affected user session kindly provide the way out.

[sovanpratihar]

@ShirishBhosle 

Greetings! You can still use the same workaround as mentioned in the article and also refer the link from Citrix from the article.

what is the other process that you see? You can actually raise it within McAfee Agent channel.