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SUPPORT COMMUNICATION- CUSTOMER ADVISORY

Document ID: c05873856

Version: 2

HP Sure Click Advisory - HP Sure Click Does Not Work After Certain Microsoft Security Patches Are Applied

Notice:: The information in this document, including products and software versions, is current as of the release date.The document is subject to change without notice.

Release date : 10-Jan-2018

Last updated : 26-Sep-2018

DESCRIPTION
With the discovery of the CPU design flaw that makes possible speculative execution based exploits (referred to as side channel analysis or speculative execution and nicknamed "Spectre" and "Meltdown"), OS vendors have been pushing out software patches that protect against these exploits. Microsoft has also patched their operating systems. Unfortunately, some of these patches have resulted in compatibility issues with HP Sure Click. HP Sure Click will not work properly on a machine that has one of the following patches installed:
OS version
Patch KB#
Windows 10 RS3
KB4056892
Windows 10 RS2
KB4056891
Windows 10 RS1
KB4056890
Windows 10 TH2
KB4056888
Windows 10 TH1
KB4056893
Reasons for HP Sure Click Incompatibility
Microsoft updated the way Windows manages memory to avoid the CPU design flaw. This change caused an incompatibility issue for HP Sure Click. The incompatibility renders HP Sure Click unusable but the exact symptoms vary as described in the following scenarios:
Scenario 1: Symptoms on an already patched machine with Pre-installed HP Sure Click
When HP Sure Click is activated on a machine that has the Microsoft patch installed, the activation will succeed but HP Sure Click will fail to initialize. The user will see a generic initialization error and the HP Sure Click Secure browser will not be usable.
Scenario 2: Symptoms on an already patched machine with HP Sure Click installed from a softpaq
When the HP Sure Click softpaq is downloaded and installed on a machine that has the Microsoft patch installed, the HP Sure Click install will succeed but it will fail to initialize. The user will see a generic initialization error and the HP Sure Click Secure browser will not be usable.
Figure 1. HP Sure Click Health status shows: "HP Sure Click requires initialization". And a pop-up message states: "Initialization failed, please contact your system administrator or try initializing HP Sure Click from Desktop Console again".
Scenario 3: For computers that have not yet been patched:
If your machine has not been patched with the Microsoft update, HP Sure Click will continue to work fine. If the patch is subsequently installed by Windows update and the machine rebooted (this patch requires a reboot and will only be active after a reboot), then HP Sure Click will not be able to start its virtual machines and will show the following error on the Desktop Console. HP Sure Click Secure Browser will also not be usable.
Figure 2. Error text on the Desktop console: Micro-VM could not be loaded. Reboot the machine and if the condition persists contact support.

SCOPE
Information in this document applies to the following:
Computers running HP Sure Click versions:
  • 4.0.0.916
  • 4.0.1.1980
RESOLUTION
The fix will be deployed automatically and transparently with no user interaction required.
Additionally, HP has made the fix available as a SoftPaq:
SoftPaq Description
Release Notes
Download SoftPaq
HP Sure Click
Version: 4.0.4.511
Revision: A
NOTE: A more recent version of this software may be available. Check for newer versions at: http://www.hp.com/drivers

Hardware platforms affected : HP Collaboration PC G3, HP Collaboration PC G3, HP Elite x2 1012 G2, HP Elite x2 1012 G2 Bundle, HP Elite x2 1012 G2 Tablet, HP Elite x2 1012 G2 Tablet (ENERGY STAR), HP EliteBook 1040 G4 Notebook PC, HP EliteBook 1040 G4 Notebook PC, HP EliteBook 1040 G4 Notebook PC (ENERGY STAR), HP EliteBook 1040 G4 Notebook PC Bundle, HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC, HP EliteBook 820 G4 Notebook PC (ENERGY STAR), HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC, HP EliteBook 840 G3 Notebook PC (ENERGY STAR), HP EliteBook 840 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC, HP EliteBook 840 G4 Notebook PC (ENERGY STAR), HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC, HP EliteBook 850 G3 Notebook PC (ENERGY STAR), HP EliteBook 850 G3 Notebook PC (ENERGY STAR) Bundle, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC, HP EliteBook 850 G4 Notebook PC (ENERGY STAR), HP EliteBook 850 G4 Notebook PC (ENERGY STAR) Bundle, HP EliteBook x360 1020 G2, HP EliteBook x360 1020 G2, HP EliteBook x360 1020 G2 (ENERGY STAR), HP EliteBook x360 1030 G2, HP EliteBook x360 1030 G2, HP EliteDesk 800 35W G3 Desktop Mini PC, HP EliteDesk 800 35W G3 Desktop Mini PC, HP EliteDesk 800 35W G3 Desktop Mini PC (ENERGY STAR), HP EliteDesk 800 35W G3 Desktop Mini PC (ENERGY STAR) Bundle, HP EliteDesk 800 35W G3 Desktop Mini PC Bundle, HP EliteDesk 800 65W G3 Desktop Mini PC, HP EliteDesk 800 65W G3 Desktop Mini PC, HP EliteDesk 800 65W G3 Desktop Mini PC (ENERGY STAR), HP EliteDesk 800 65W G3 Desktop Mini PC Bundle, HP EliteDesk 800 G3 Small Form Factor PC, HP EliteDesk 800 G3 Small Form Factor PC, HP EliteDesk 800 G3 Small Form Factor PC (ENERGY STAR), HP EliteDesk 800 G3 Small Form Factor PC Bundle, HP EliteDesk 800 G3 Tower PC, HP EliteDesk 800 G3 Tower PC, HP EliteDesk 800 G3 Tower PC (ENERGY STAR), HP EliteDesk 800 G3 Tower PC (ENERGY STAR) Bundle, HP EliteDesk 880 G3 Tower PC, HP EliteDesk 880 G3 Tower PC, HP EliteDesk 880 G3 Tower PC (ENERGY STAR), HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC, HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC, HP EliteOne 800 G3 23.8 Non-Touch Healthcare Edition All-in-One Business PC (ENERGY STAR), HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC, HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC, HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC (ENERGY STAR), HP EliteOne 800 G3 23.8-inch Non-Touch All-in-One PC Bundle, HP EliteOne 800 G3 23.8-inch Non-Touch GPU All-in-One PC, HP EliteOne 800 G3 23.8-inch Touch All-in-One PC, HP EliteOne 800 G3 23.8-inch Touch All-in-One PC, HP EliteOne 800 G3 23.8-inch Touch All-in-One PC (ENERGY STAR), HP EliteOne 800 G3 23.8-inch Touch All-in-One PC Bundle, HP EliteOne 800 G3 23.8-inch Touch GPU All-in-One PC, HP ProDesk 400 G4 Microtower PC, HP ProDesk 400 G4 Microtower PC, HP ProDesk 400 G4 Microtower PC (ENERGY STAR), HP ProDesk 400 G4 Small Form Factor PC, HP ProDesk 400 G4 Small Form Factor PC, HP ProDesk 400 G4 Small Form Factor PC (ENERGY STAR), HP ProDesk 400 G4 Small Form Factor PC Bundle, HP ProDesk 480 G4 Microtower PC, HP ProDesk 480 G4 Microtower PC, HP ProDesk 480 G4 Microtower PC (ENERGY STAR), HP ProDesk 600 G3 Desktop Mini PC, HP ProDesk 600 G3 Desktop Mini PC, HP ProDesk 600 G3 Desktop Mini PC (ENERGY STAR), HP ProDesk 600 G3 Microtower PC, HP ProDesk 600 G3 Microtower PC, HP ProDesk 600 G3 Microtower PC (ENERGY STAR), HP ProDesk 600 G3 Microtower PC Bundle, HP ProDesk 600 G3 Small Form Factor PC, HP ProDesk 680 G3 Microtower PC, HP ProDesk 680 G3 Microtower PC, HP ProDesk 680 G3 Microtower PC (ENERGY STAR), HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G4 Mobile Workstation, HP ZBook 14u G4 Mobile Workstation (ENERGY STAR), HP ZBook 14u G4 Mobile Workstation Bundle, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation, HP ZBook 15 G4 Mobile Workstation (ENERGY STAR), HP ZBook 15 G4 Mobile Workstation Bundle, HP ZBook 15u G3 Mobile Workstation, HP ZBook 15u G3 Mobile Workstation, HP ZBook 15u G3 Mobile Workstation (ENERGY STAR), HP ZBook 15u G3 Mobile Workstation (ENERGY STAR) Bundle, HP ZBook 15u G4 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation, HP ZBook 15u G4 Mobile Workstation (ENERGY STAR), HP ZBook 15u G4 Mobile Workstation Bundle, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation, HP ZBook 17 G4 Mobile Workstation (ENERGY STAR), HP ZBook 17 G4 Mobile Workstation Bundle, HP ZBook Studio G4 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation, HP ZBook Studio G4 Mobile Workstation (ENERGY STAR), HP ZBook Studio G4 Mobile Workstation Bundle

Operating systems affected : Not applicable

Software affected : Not applicable

Support Communication Cross Reference ID : IA05873856

HP Inc. shall not be liable for technical or editorial errors or omissions contained herein.The information provided is provided "as is" without warranty of any kind.To the extent permitted by law, neither HP or its affiliates, subcontractors or suppliers will be liable for incidental, special or consequential damages including downtime cost; lost profits; damages relating to the procurement of substitute products or services; or damages for loss of data, or software restorationThe information in this document is subject to change without notice.HP Inc. and the names of HP products referenced herein are trademarks of HP Inc. in the United States and other countries.Other product and company names mentioned herein may be trademarks of their respective owners.

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