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Knowledge Base : [ Trellix DLP 11.14 - SaaS ] – Internet Explorer Crash (fcplie64.dll) Due to Compatibility Issue

Updated

Title

Trellix DLP 11.14 – Internet Explorer Crash (fcplie64.dll) Due to Compatibility Issue

KB Type

Troubleshooting

Category

Troubleshooting

Audience

Internal Support / Service Assurance / SOC Engineers

Product

  • Trellix Data Loss Prevention Endpoint (DLPe)
  • Trellix ePO (SaaS)

Issue Summary

The customer reported that Internet Explorer (IE) is not functioning after DLP deployment. Investigation indicates that the crash is related to the DLP browser plugin module (fcplie64.dll). This is identified as a known issue in DLPe version 11.14, specifically related to Internet Explorer compatibility mode.

Symptoms

  • Internet Explorer fails to open or crashes
  • Application crash dump shows: INVALID_POINTER_READ_c0000005
  • Faulting module: fcplie64.dll
  • Issue occurs when the DLP browser plugin is enabled
  • Observed on endpoints running DLPe version 11.14.0.4142
  • Users are unable to access web applications via Internet Explorer

Root Cause

This is a known issue in Trellix DLP Endpoint 11.14 caused by a conflict between:

  • DLP browser plugin (IE module)
  • Internet Explorer compatibility mode

The module fcplie64.dll triggers an access violation, resulting in application crash.

Resolution Procedure (Validated)

✅ Workaround (Immediate Fix)

Disable the IE-related DLP browser plugin:

  1. Navigate to:
    ePO Console → DLP Policy
  2. Go to:
    WCC Policy → Operational Modes and Modules
  3. Under Browser Protection, uncheck:
    • Internet Explorer
    • Internet Explorer web protection
    • IE extension options (if enabled)
  4. Apply the policy to affected endpoints
  5. Perform Agent Wake-Up / Force Policy Update

✅ Permanent Fix

A permanent fix is expected in an upcoming DLPe (SaaS) release.

Result / Observation

  • Internet Explorer functions normally after disabling the IE plugin
  • No further crashes observed
  • DLP continues to function for other supported browsers (e.g., Chrome, Firefox)

Recommended Guidance for Future Cases

  • Avoid enabling the IE browser plugin in DLPe 11.14
  • Use modern browsers (e.g., Chrome or Edge) where possible
  • Validate browser protection settings before deployment
  • Monitor release notes for the official fix version
  • Test policy changes in a pilot group before production rollout

Internal Notes

  • This is a known product issue (not environment-specific)
  • Affects Internet Explorer only; other browsers are not impacted
  • Related DLL: fcplie64.dll (DLP browser plugin component)
  • Common error: Access violation c0000005
  • Temporary workaround is required until a permanent fix is released

KB Status

✔ Approved for internal reference

Last Updated Date

2026-04-28

 

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