BSOD with 11d 7170 sp2 which resultant of scsichng.sys and qntm3520.vsd drivers conflicting.

Article:TECH60561  |  Created: 2010-01-14  |  Updated: 2012-05-23  |  Article URL http://www.symantec.com/docs/TECH60561
Article Type
Technical Solution

Product(s)

Issue



BSOD with 11d 7170 sp2 which resultant of scsichng.sys and qntm3520.vsd drivers conflicting.


Solution



BSOD with 11d 7170 sp2 which resultant of scsichng.sys and qntm3520.vsd drivers conflicting.
 

 
Stop Error:
 
STOP: 0x000000c9 0x00000226 0xbaf1fe20 0x00000000 0x00000000
 

 
This BSOD will occur because the driver scsichng.sys failed to complete or set it's irp to status pending and conflicts with QNTM3520.vsd driver.
 

 
These two drivers are owned by Backup Exec and can be found in two folder directories and the registry:
 

 
SCSICHNG.SYS
 
Folder Directory:
 
C:\WINDOWS\SYSTEM32\DRIVERS\SCSICHNG.SYS
 
C:\Program Files\Symantec\Backup Exec\loader
 
Registry Location:
 
HKLM | SOFTWARE | Microsoft | Windows | CurrentVersion | SharedDlls
 
HKLM | SYSTEM | ControlSet | Services | SCSIChanger
 

 
QNTM3520.VSD
 
Folder Directory:
 
C:\WINDOWS\SYSTEM32\DRIVERS\QNTM3520.VSD
 
C:\Program Files\Symantec\Backup Exec\loader
 
Registry Location:
 
HKLM | SOFTWARE | Microsoft | Windows | CurrentVersion | SharedDlls
 

 
To verify if these drivers are the resultant cause of the BSOD then analyze the Windows Crash Dump:
 
Here is a Microsoft link to enable the crash dump and how to analyze:
 

 
It may be beneficial to use Driver Verifier to troubleshoot the drivers in this case as well:
 http://support.microsoft.com/kb/244617
 
Note that it is generally not a good idea to use Driver Verifier with the Backup Exec Kernel Mode Drivers.  The Driver Verifier itself can cause BSOD crashes in the Backup Exec drivers.
 
EXAMPLE
 
Using Driver Verifier will produce the following output file (Parsed):
 
DRIVER_VERIFIER_IOMANAGER_VIOLATION (c9)
 
The IO manager has caught a misbehaving driver.
 
Arguments:
 
Arg1: 00000226, (Fatal error) An IRP dispatch handler has returned
 
without passing down or completing this IRP, or someone forgot to return STATUS_PENDING.
 
(IRP specified.)
 

 
Debugging Details (Parsed):
 

 
ERROR_CODE: (NTSTATUS) 0xc9 - The operating system cannot run %1.
 
DRIVER_VERIFIER_IO_VIOLATION_TYPE: 226
 
FAULTING_IP: scsichng+1e20
 
FOLLOWUP_IP: scsichng+1e20
 
DEFAULT_BUCKET_ID: DRIVER_FAULT_DELL
 
PROCESS_NAME: pvlsvr.exe
 
STACK_TEXT: t!VfBugcheckThrowException+0xa1b93d1b6c b97a956e 88d82c88 887ee170 93694024 Qntm3520+0x124e
 
STACK_COMMAND: .bugcheck ; kb
 
MODULE_NAME: scsichng
 
FAILURE_BUCKET_ID: 0xc9_226_VRF_scsichng+1e20
 

 
Resolution:
 

 
Method 1
 

 
1. Verify no Quantum hardware device is attached to the server.
 
2. Start the Backup Exec Server in SAFE MODE.
 
3. Goto the C:\WINDOWS\SYSTEM32\DRIVERS Folder
 
4. Rename the QNTM3520.VSD to QNTM3520.old or delete
 
5. Restart the Server in normal mode
 
6. Verify the server no longer Blue Screens
 

 
Method 2
 

 
1. Upgrade to Backup Exec version 12
 

 

 




Legacy ID



304178


Article URL http://www.symantec.com/docs/TECH60561


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