Symantec causes BSOD and reboot

Jessicasdd · 04-23-2008, 09:00 AM

I recently installed Symantec AntiVirus Corporate Edition 10.1.7.7000 and 10.1.6.6010 on various computer models. While it is working fine on the 4 Dell Optiplexes that we have purchased within the past year, I can't get it to work properly on Dell Dimensions that are two years old or more. I get a Stop error 0x0000007f or UNEXPECTED_KERNEL_MODE_TRAP. I have tried everything I could find on Symantec's Support Site. I have even worked with them over the phone for almost 2 weeks and they can't find the problem. What happens is when I log into a Dell Dimension that is running SAVCE 10.1 and either during login or when I try to open a program that resides on the network (GoldMine, SYSPRO) the computer flashed the BSOD and reboots. I have checked devices to make sure there is no conflict. I have updated drivers from Dell's website. I have added more RAM. I have even tried a couple patches from Novell's website. We run Novell Client 4.91 on every computer. Please help. This has been going on for about 3 weeks now.

auntiej · 04-24-2008, 11:16 AM

hi, while you are waiting for a reply I wondered if you had tried the Microsoft Knowledge Base, article 137539. It's quite a long article, but states that the "paramaters" which appear with the 0x0000007f are important in tracking the reason for the blue screen. If you haven't seen the article it's worth a look while waiting.
(I'm afraid I am not an expert so can't offer any other thoughts).

Jessicasdd · 04-25-2008, 06:05 AM

Thank you for the response. I have tried Microsoft for help. I have read that article about 5 times now hoping I missed something. I haven't. Yesterday I stripped Symantec 10.1 off every machine that had it and went back down to 9.03. We can't afford to have a virus hit and wipe the network out and Symantec not stop it because it's not working properly. I even pulled the server and am getting ready to strip that. We were trying to go to 10.1 because it offers Ad-aware type protection and Ad-Aware is only free for personal use. We already have a license for Symantec so we figured why not take advantage of what they have. Unfortunately it doesn't work. If anyone out there has any other suggestions I would greatly appreciate them. I am willing to try almost anything right now before I give up completely and recommend it to no one.

chauffeur2 · 04-25-2008, 07:38 AM

Hello Jessicasdd, Welcome to TSF!

Part of your problem could be attributed to the fact that Symantec®, by their own admission, say that you will need to use their 'removal tool'.

The instructions are available here. (Click the coloured link.)

Hope this helps.

Kind Regards,

Jessicasdd · 04-28-2008, 08:11 AM

Thank you, chauffeur2. I actually got a different removal tool from Symantec because one caused the BSOD. As soon as we tried to use it the computer blue screened so they sent me another one. I actually worked on this for three weeks with Symantec and they couldn't fix it. By Friday I had all computers back running Symantec 9.03. I even removed the server. I do still want to get this to work but can't afford the viruses that we could get in the meantime.

04-23-2008, 09:00 AM	#1 (permalink)
Jessicasdd Registered User Join Date: Apr 2008 Location: Lockport, NY Posts: 3 OS: Windows XP SP2	Symantec causes BSOD and reboot I recently installed Symantec AntiVirus Corporate Edition 10.1.7.7000 and 10.1.6.6010 on various computer models. While it is working fine on the 4 Dell Optiplexes that we have purchased within the past year, I can't get it to work properly on Dell Dimensions that are two years old or more. I get a Stop error 0x0000007f or UNEXPECTED_KERNEL_MODE_TRAP. I have tried everything I could find on Symantec's Support Site. I have even worked with them over the phone for almost 2 weeks and they can't find the problem. What happens is when I log into a Dell Dimension that is running SAVCE 10.1 and either during login or when I try to open a program that resides on the network (GoldMine, SYSPRO) the computer flashed the BSOD and reboots. I have checked devices to make sure there is no conflict. I have updated drivers from Dell's website. I have added more RAM. I have even tried a couple patches from Novell's website. We run Novell Client 4.91 on every computer. Please help. This has been going on for about 3 weeks now.

04-24-2008, 11:16 AM	#2 (permalink)
auntiej Registered User Join Date: Aug 2006 Posts: 282 OS: xp	Re: Symantec causes BSOD and reboot hi, while you are waiting for a reply I wondered if you had tried the Microsoft Knowledge Base, article 137539. It's quite a long article, but states that the "paramaters" which appear with the 0x0000007f are important in tracking the reason for the blue screen. If you haven't seen the article it's worth a look while waiting. (I'm afraid I am not an expert so can't offer any other thoughts).

04-25-2008, 06:05 AM	#3 (permalink)
Jessicasdd Registered User Join Date: Apr 2008 Location: Lockport, NY Posts: 3 OS: Windows XP SP2	Re: Symantec causes BSOD and reboot Thank you for the response. I have tried Microsoft for help. I have read that article about 5 times now hoping I missed something. I haven't. Yesterday I stripped Symantec 10.1 off every machine that had it and went back down to 9.03. We can't afford to have a virus hit and wipe the network out and Symantec not stop it because it's not working properly. I even pulled the server and am getting ready to strip that. We were trying to go to 10.1 because it offers Ad-aware type protection and Ad-Aware is only free for personal use. We already have a license for Symantec so we figured why not take advantage of what they have. Unfortunately it doesn't work. If anyone out there has any other suggestions I would greatly appreciate them. I am willing to try almost anything right now before I give up completely and recommend it to no one.

04-25-2008, 07:38 AM	#4 (permalink)
chauffeur2 Manager Emeritus Join Date: Feb 2006 Location: Adelaide, South Australia Posts: 10,180 OS: Xp Sp3 with all updates + Vista™ Ultimate SP1. My System	Re: Symantec causes BSOD and reboot Hello Jessicasdd, Welcome to TSF! Part of your problem could be attributed to the fact that Symantec®, by their own admission, say that you will need to use their 'removal tool'. The instructions are available here. (Click the coloured link.) Hope this helps. Kind Regards, __________________ Dave T. Submit New Articles If it works, Don't fix it! Especially if Bill Gates had anything to do with it!!

04-28-2008, 08:11 AM	#5 (permalink)
Jessicasdd Registered User Join Date: Apr 2008 Location: Lockport, NY Posts: 3 OS: Windows XP SP2	Re: Symantec causes BSOD and reboot Thank you, chauffeur2. I actually got a different removal tool from Symantec because one caused the BSOD. As soon as we tried to use it the computer blue screened so they sent me another one. I actually worked on this for three weeks with Symantec and they couldn't fix it. By Friday I had all computers back running Symantec 9.03. I even removed the server. I do still want to get this to work but can't afford the viruses that we could get in the meantime.