0x1000008e KERNEL_MODE_EXCEPTION_NOT_HANDLED corrupted SEP Installation?

[Migration User]

Good evening,

all of the sudden we have a bsod on one of our XP machines.

System: DELL OptiPlex 760 USFF
OS: Windows XP SP3
Office: Office 2007 SP2 Small Business
AV: Symantec Endpoint Protection 11 RU5

Bluescreen:

Dump-Datei	Time	Bugcheck-String	Bugcheck-Code	Parameter 1	Parameter 2	Parameter 3	Parameter 4	possible cause	adress
Mini121509-01.dmp	15.12.2009 13:06:00	KERNEL_MODE_EXCEPTION_NOT_HANDLED	0x1000008e	0xc000001d	0xa9af68d2	0xa8153ad0	0x00000000	tcpip.sys	tcpip.sys+b8d2

A problem has been detected and Windows has been shut down to prevent damage
to your computer.

The problem seems to be caused by the following file: tcpip.sys

KERNEL_MODE_EXCEPTION_NOT_HANDLED

Technical Information:

*** STOP: 0x1000008e (0xc000001d, 0xa9af68d2, 0xa8153ad0, 0x00000000)

*** tcpip.sys - Address 0xa9af68d2 base at 0xa9aeb000 DateStamp 0x485b99ad

After taking a further look at the bugcheck, I found references to the following drivers, belonging to SEP´s firewall component (except ntoskrnl.exe):

ntoskrnl.exe	ntoskrnl.exe+296d5	0x804d7000	0x806e5000	0x0020e000	0x4a784394	04.08.2009 14:20:04
SYMTDI.SYS	SYMTDI.SYS+13d53	0xa9abe000	0xa9aea480	0x0002c480	0x4a395be6	17.06.2009 21:11:02
tcpip.sys	tcpip.sys+b8d2	0xa9aeb000	0xa9b43480	0x00058480	0x485b99ad	20.06.2008 11:51:09
wpsdrvnt.sys	wpsdrvnt.sys+5068	0xf7791000	0xf779f000	0x0000e000	0x4ab2d5e4	18.09.2009 00:35:48

Is this due to a corrupted SEP-Client?

My opinion is to uninstall the SEP-Client, reboot the machine and reinstall it.

Would somebody be so kind to look at the attached "debuglog.txt" and confirm my analysis?

regards,


Rolf

 

Note : Recently uploaded media files are still processing:

• debuglog.txt

[Migration User]

 This can be due to SEP firewall drivers messing up with NIC drivers in a corrupt install.
Did this happen while un-install/Repair/upgrade of SEP ?
Was there anything in the eventviewer what happened before BSOD ?

Definitely it is due SEP Network Threat Protection component not just the firewall but IPS drivers as well

[Migration User]

Thank you, Vikram Kumar-SAV to SEP, for your quick answer!

To your questions:

* Did this happen while un-install/Repair/upgrade of SEP ?

No, it´s a normal running system since May. Shortly after Symantec published the german version of RU5, I upgraded from MR4MP2.

The only issue I had was, that this SEP-Client had difficulties in updating definitions, three weeks after the upgrade. So, I decided to remove that client through add/remove programs and re-install it by pushing my package to that machine. Oh, I forgot to mention that I run into the "two instances of SEP under add/remove progams", so I run both installers to remove both instances, before re-installing.

According to my customer, they had the first BSOD last week and two today. Nothing before!

* Was there anything in the eventviewer what happened before BSOD ?

Unfortunately, I can´t give a definite answer, because I wasn´t on-site today. I asked my customer for the minidump to analyse. I visited my customer yesterday for regular maintanace and - therefore - I looked at that machine. As I can say, there was nothing in the eventlog that marked a problem. Now, we retired that machine till January, so I can´t make a RDP session to look in the eventlogs again.

greetings from Hamburg,


Rolf

[Migration User]

 So it does look like SEP driver corruption at one point of time..My suggestion would be either completely remove SEPM and delete all related files and folders reboot then install SEP
or create a case with support and get a copy of cleanwipe utility run it..it will clean all traces of sep including registry etc then install SEP.

[Migration User]

Good Morning, Vikram Kumar-SAV to SEP,

that`s what I think, too! We totaly agree, so will mark your last post as solution.

But I think that leads to another question beside for a new discussion: Will machines really run fine, after running into that "2 instances" issue, as Symantec´s article say? Now I think, that all whose machines have to be totaly cleaned from all old installations with cleanwipe. Hm?!?

However, I wish a Merry Christmas and a Happy New Year!

regards,



Rolf

[Migration User]

The SEP drivers sit very deep into the Operating system so in the 2 instance case any drivers going mad can cause BSOD.
However till everything is going fine who cares...

Merry Christmas and Happy New year to you  as well as ballack n klose in your country...