1. Automox
  2. Using Automox
  3. Device Connection & Management

Cylance Memory Exception

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Christopher
Updated:

Objective

To troubleshoot and resolve high CPU usage, service restart failures, or log file freezing caused by BlackBerry Cylance Memory Protection scanning the Automox Agent on Windows devices.

Problem / Symptoms

Endpoints running BlackBerry CylancePROTECT (or CylanceOPTICS) alongside the Automox Agent (amagent.exe) experience one or more of the following issues:

  • High CPU Utilization: amagent.exe continuously consumes abnormally high CPU resources.

  • Service Restart Failures: The Automox Agent service (amagent) fails to restart cleanly or throws timeout errors.

  • Log File Stalling: No new log entries are written to C:\ProgramData\amagent\amagent.log.

Root Cause

Cylance's Memory Protection feature actively inspects and hooks into process memory buffers and associated Dynamic Link Libraries (.dll files).

When Cylance continuously scans or intercepts memory operations used by amagent.exe, it creates a resource loop or lock on the Automox Agent process. Overriding this behavior requires adding an explicit Memory Protection exclusion within the Cylance Management Console.

Resolution Steps

1.Access Cylance Device Policy Settings:

Log in to your BlackBerry Cylance Management Console, navigate to Settings, and select Device Policy.

2.Edit or Create a Device Policy:

Select the active policy assigned to your Windows endpoints (or click Add Policy to create a new baseline policy).

3.Configure Memory Protection Exclusions:

  1. In the policy configuration panel, click the Memory Protection tab.
  2. Under Memory Actions, select the Exclude executable file check box.
  3. Add the following Automox executable path to the exclusion list:
\Program Files (x86)\Automox\amagent.exe
  1. Save and deploy the updated Device Policy to your endpoints.

4.Restart the Automox Agent Service:

Once the updated Cylance policy has applied to target devices, restart the local Automox Agent service to release memory locks:

Using Administrative PowerShell:

Restart-Service -Name "amagent"

 

Verification Steps

  1. Check System Resource Usage: Open Windows Task Manager or Performance Monitor and confirm that amagent.exe CPU usage has returned to baseline levels.

  2. Verify Agent Logging: Inspect C:\ProgramData\amagent\amagent.log to confirm new check-in and scan entries are actively being written.

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