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Blue blank screen when system shutdown

Migration User

Migration UserDec 13, 2013 12:36 AM

Run the cleanwipe and install 12.1.4 version.
ℬrίαη

ℬrίαηDec 14, 2013 06:15 PM

No worries :)

  • 1.  Blue blank screen when system shutdown

    Posted Dec 12, 2013 06:03 AM

    Hi all,

    in the first step I am sorry my english isn't very good.

    To the problem:
    We have a problem with blue blank screen before system shutdown. User clicks to start button and then to system shutdown. System goes almost to shutdown but before turn off system remains in blank blue screen with mouse (no BSoD). We have this problem from about December 2012 after deployed SEP12 RU2.
    When we uninstalled Symantec Endpoint Protection problem has been solved.
    After SEP12 install problem has been back.
    Problem isn't solved in SEP12 RU2 MP1 and SEP12 RU3.
    When computer is in descripted problem then with the mouse can be moved, CTRL+ALT+DEL not responding, network is online but only using ping from another computer. User can shutdown system only using power button.
    In system log is standard record "The Event log service was stopped."...

    We tested individualy drivers SEP12 and when we stopped driver srtsp.sys (Symantec Realtime Storage Protection) then system worked good.

    We noticed that the problem is only on computers with Altiris Recovery Solution and
    at the same time after finishing Recovery snapshot. We have this "Recovery Solution" very long time without any problems.

    We were looking for solving about Recovery, but version of driver (ofmlvdrv.sys) is same in Altiris Recovery 6 and 7.
    We do not expect that solution will by the way of modify "Recovery Solution".

    On the website about "New fixes and features in Symantec Endpoint Protection 12.1.4" is nothing about my problem... But I will try it...

    Do you have the same problem?



  • 2.  RE: Blue blank screen when system shutdown

    Posted Dec 12, 2013 06:29 AM

    Start with 12.1.4 it should fix the issue.



  • 3.  RE: Blue blank screen when system shutdown

    Posted Dec 12, 2013 06:30 AM

    Have you tried completely removing SEP with cleanwipe and doing a clean install that way?

    I would have to suggest a support call as well



  • 4.  RE: Blue blank screen when system shutdown

    Posted Dec 12, 2013 06:38 AM

    As it does sounds as if it's Auto-Protect that's causing the slow down, I'd suggest you also try disabling the "Scan files on Backup" option on the affected clients.

    This setting is found within the Virus and Spyware Protection policy, under Auto-Protect > Scan Details > Advanced Scanning Options.



  • 5.  RE: Blue blank screen when system shutdown

    Posted Dec 12, 2013 06:40 AM

    Yes I agree with Brian

    You Can collect Memory Dump and  open a support ticket .Memory Dump is necessary to analyze the root cause of BSOD.

     

    Log a web case or call support.

    How to create a new case in MySupport

    http://www.symantec.com/docs/TECH58873

    How to Create and Validate a SymAccount for using Symantec's MySupport

    http://www.symantec.com/docs/HOWTO31127

    How to update a support case and upload diagnostic files with MySupport

    http://www.symantec.com/docs/TECH71023



  • 6.  RE: Blue blank screen when system shutdown
    Best Answer

    Posted Dec 13, 2013 12:25 AM

    Hi

    We have also experienced the same issue, but after upgrading to SEP 12.1.4 resovled the same

    Regards

     



  • 7.  RE: Blue blank screen when system shutdown

    Posted Dec 13, 2013 12:36 AM

    Run the cleanwipe and install 12.1.4 version.



  • 8.  RE: Blue blank screen when system shutdown

    Posted Dec 13, 2013 05:33 AM

    I am trying RU4, moment please :)

     

    We tried cleanwipe, but without effect...

     

    I hope that the problem will be solved in RU4.



  • 9.  RE: Blue blank screen when system shutdown

    Posted Dec 14, 2013 04:26 PM

    Please update the status as I'm curious to the outcome of this.

    -Brian



  • 10.  RE: Blue blank screen when system shutdown

    Posted Dec 14, 2013 05:46 PM

    I'm sorry, but We have problem mostly on laptops and laptops are at clients home:)

    I will let to know on monday.

     

    Jan Gross



  • 11.  RE: Blue blank screen when system shutdown

    Posted Dec 14, 2013 06:15 PM

    No worries :)



  • 12.  RE: Blue blank screen when system shutdown

    Posted Dec 20, 2013 10:04 AM
    Hi... sorry for my late answer, I tested :) We have new Symantec Endpoint Protection 12.1.4013 on about 10 computers and it seems that problem has been solved on RU4. Yet. I am going to close this thread next friday... p.s. Have a nice Christmas with a lot of gifts.


  • 13.  RE: Blue blank screen when system shutdown

    Posted Dec 20, 2013 10:53 AM

    Merry x-mas to you as well.. Happy that upgrade fixed the issue.



  • 14.  RE: Blue blank screen when system shutdown

    Posted Jan 10, 2014 05:54 AM

    Hi all,

    unfortunately, problem still persists...

    Client WinXP SP3, SEP12 RU4 and after complete Altiris Recovery snapshot...

    This is snapshot of processes:

    11:14:50 AM 1/10/2014 Process information for xyz:

    Name                             Pid CPU Thd  Hnd      VM      WS    Priv
    Idle                               0 100   2    0       0      28       0
      System                           4   0 102  957    1880     260       0
        smss                        1808   0   3   19    3832     460     204
          csrss                     1864   0  13  847   27344    5988    1800
          winlogon                  1888   0  22  579   70404    2948   15716
            services                1932   0  16  367   75224    7672    6912
              svchost                276   0  26  285   69668   10364    7480
                wmiprvse             456   0   8  377   97492   28936   28804
                dllhost              480   0   1    0    1180     116     116
                igfxsrvc             628   0   1    0    2204     120     116
                igfxsrvc             728   0   1    0    2204     120     116
                igfxsrvc            1580   0   1    0    2204     120     116
                igfxsrvc            1600   0   1    0    2204     120     116
                igfxsrvc            2024   0   1    0    2204     120     116
                igfxsrvc            2500   0   1    0    2204     120     116
                igfxsrvc            2812   0   1    0    2204     120     116
                igfxsrvc            3032   0   1    0    2204     120     116
                unsecapp            3380   0   3  107   41732    6940    3540
                wmiprvse            3392   0  19  344  112144   66252   62448
                igfxsrvc            3596   0   1    0    2204     120     116
                igfxsrvc            3676   0   1    0    2204     120     116
                unsecapp            3684   0   2   92   37828    6452    4472
                igfxsrvc            3708   0   1    0    2204     120     116
                igfxsrvc            3852   0   1    0    2204     120     116
                igfxsrvc            3996   0   1    0    2204     120     116
                igfxsrvc            4032   0   1    0    2204     120     116
                igfxsrvc            4276   0   1    0    2204     120     116
                igfxsrvc            4416   0   1    0    2204     120     116
                igfxsrvc            4640   0   1    0    2204     120     116
                igfxsrvc            4656   0   1    0    2204     120     116
                igfxsrvc            4696   0   1    0    2204     120     116
                igfxsrvc            4816   0   1    0    2204     120     116
                igfxsrvc            5176   0   1    0    2204     120     116
                igfxsrvc            5396   0   1    0    2204     120     116
                igfxsrvc            5500   0   1    0    2204     120     116
                dllhost             5680   0   1    0    1180     116     116
                igfxsrvc            5804   0   1    0    2204     120     116
                igfxsrvc            5968   0   1    0    2204     120     116
                igfxsrvc            6020   0   1    0    2204     120     116
              nsd                    332   0   2   49   43308    6300   12472
              svchost                420   0  12  466   42584    7912    4552
              ntmulti                516   0   2   21   10476    2264     852
              ccSvcHst               620   0  84 1713  446244   17116   44272
              svchost                676   0  88 1995  309768   56560   43112
              cvpnd                  696   0   6  343   55012   14536   10908
              svchost                712   0   5  112   33840    7172    6016
              svchost                816   0   7  256   67388   12708    9444
              ACLIENT                856   0   5  147   56540    2864    9988
              svchost                920   0   6   88   34992    7620    4856
              AeXNSAgent             960   0  41 1096  231016    9452   49700
                AeXInvSoln          3964   0   2   69   37144    5768    3004
                  AeXSNPlus          652   0   2   53   35388    7232    3692
              AeXRSAgt              1000   0  22  556  123512   24608   19132
              svchost               1048   0  19  368   57820   12392    7644
              awhost32              1404   0  22  379   75992   12084    7184
              Iap                   1416   0   6  159   46096     236    5244
              spoolsv               1484   0  12  214   55812   12748   10632
              stacsv                1532   0   9  197   33688    7472    5784
              SUService             1748   0   2   48   30904    4984    2572
              scardsvr              1776   0   6   82   29848    4900    2756
              svchost               2064   0   5  137   38100    8572    6500
              btwdins               2928   0   5   67   26792    5976    4820
              Smc                   3152   0  43  750  148544    8384   20856
              svchost               3332   0   8   96   38840    6336    4176
              wmiapsrv              3764   0   3  154   38380    7200    3704
              ServiceLayer          4440   0  11  222   50564    8296    4756
                NclRSSrv            4800   0   3   46   21740    3644    1580
                NclUSBSrv           5096   0   4   68   24788    5816    4580
            lsass                   1944   0  23  572   45104    5660    8144
    explorer                        4020   0  17  612  147472   20288   42924
      iexplore                      2912   0   1  147   67308    8832    5972
      iexplore                      3824   0   8  146   67308    8908    5988
      ctfmon                        4428   0   1   80   33116    6012    3408
    nlnotes                         4680   0   1  481  352980  107344   92988

    ------------------
    Now, processes igfxsrvc cannot terminated, and shutdown of computer will end in blue blank screen.

     

    Does anyone have any ideas?



  • 15.  RE: Blue blank screen when system shutdown

    Posted Jan 10, 2014 09:16 AM

    It seems that problem has been solved, thanks:)

     

    Edit:

    Hi all,

    unfortunately, problem still persists...

    Client WinXP SP3, SEP12 RU4 and after complete Altiris Recovery snapshot...

    This is snapshot of processes:

    11:14:50 AM 1/10/2014 Process information for xyz:

    Name                             Pid CPU Thd  Hnd      VM      WS    Priv
    Idle                               0 100   2    0       0      28       0
      System                           4   0 102  957    1880     260       0
        smss                        1808   0   3   19    3832     460     204
          csrss                     1864   0  13  847   27344    5988    1800
          winlogon                  1888   0  22  579   70404    2948   15716
            services                1932   0  16  367   75224    7672    6912
              svchost                276   0  26  285   69668   10364    7480
                wmiprvse             456   0   8  377   97492   28936   28804
                dllhost              480   0   1    0    1180     116     116
                igfxsrvc             628   0   1    0    2204     120     116
                igfxsrvc             728   0   1    0    2204     120     116
                igfxsrvc            1580   0   1    0    2204     120     116
                igfxsrvc            1600   0   1    0    2204     120     116
                igfxsrvc            2024   0   1    0    2204     120     116
                igfxsrvc            2500   0   1    0    2204     120     116
                igfxsrvc            2812   0   1    0    2204     120     116
                igfxsrvc            3032   0   1    0    2204     120     116
                unsecapp            3380   0   3  107   41732    6940    3540
                wmiprvse            3392   0  19  344  112144   66252   62448
                igfxsrvc            3596   0   1    0    2204     120     116
                igfxsrvc            3676   0   1    0    2204     120     116
                unsecapp            3684   0   2   92   37828    6452    4472
                igfxsrvc            3708   0   1    0    2204     120     116
                igfxsrvc            3852   0   1    0    2204     120     116
                igfxsrvc            3996   0   1    0    2204     120     116
                igfxsrvc            4032   0   1    0    2204     120     116
                igfxsrvc            4276   0   1    0    2204     120     116
                igfxsrvc            4416   0   1    0    2204     120     116
                igfxsrvc            4640   0   1    0    2204     120     116
                igfxsrvc            4656   0   1    0    2204     120     116
                igfxsrvc            4696   0   1    0    2204     120     116
                igfxsrvc            4816   0   1    0    2204     120     116
                igfxsrvc            5176   0   1    0    2204     120     116
                igfxsrvc            5396   0   1    0    2204     120     116
                igfxsrvc            5500   0   1    0    2204     120     116
                dllhost             5680   0   1    0    1180     116     116
                igfxsrvc            5804   0   1    0    2204     120     116
                igfxsrvc            5968   0   1    0    2204     120     116
                igfxsrvc            6020   0   1    0    2204     120     116
              nsd                    332   0   2   49   43308    6300   12472
              svchost                420   0  12  466   42584    7912    4552
              ntmulti                516   0   2   21   10476    2264     852
              ccSvcHst               620   0  84 1713  446244   17116   44272
              svchost                676   0  88 1995  309768   56560   43112
              cvpnd                  696   0   6  343   55012   14536   10908
              svchost                712   0   5  112   33840    7172    6016
              svchost                816   0   7  256   67388   12708    9444
              ACLIENT                856   0   5  147   56540    2864    9988
              svchost                920   0   6   88   34992    7620    4856
              AeXNSAgent             960   0  41 1096  231016    9452   49700
                AeXInvSoln          3964   0   2   69   37144    5768    3004
                  AeXSNPlus          652   0   2   53   35388    7232    3692
              AeXRSAgt              1000   0  22  556  123512   24608   19132
              svchost               1048   0  19  368   57820   12392    7644
              awhost32              1404   0  22  379   75992   12084    7184
              Iap                   1416   0   6  159   46096     236    5244
              spoolsv               1484   0  12  214   55812   12748   10632
              stacsv                1532   0   9  197   33688    7472    5784
              SUService             1748   0   2   48   30904    4984    2572
              scardsvr              1776   0   6   82   29848    4900    2756
              svchost               2064   0   5  137   38100    8572    6500
              btwdins               2928   0   5   67   26792    5976    4820
              Smc                   3152   0  43  750  148544    8384   20856
              svchost               3332   0   8   96   38840    6336    4176
              wmiapsrv              3764   0   3  154   38380    7200    3704
              ServiceLayer          4440   0  11  222   50564    8296    4756
                NclRSSrv            4800   0   3   46   21740    3644    1580
                NclUSBSrv           5096   0   4   68   24788    5816    4580
            lsass                   1944   0  23  572   45104    5660    8144
    explorer                        4020   0  17  612  147472   20288   42924
      iexplore                      2912   0   1  147   67308    8832    5972
      iexplore                      3824   0   8  146   67308    8908    5988
      4zbrmon                       4420   0   1   31   28656    4916    2916
      ctfmon                        4428   0   1   80   33116    6012    3408
    nlnotes                         4680   0   1  481  352980  107344   92988

    ------------------
    Now, processes igfxsrvc cannot terminated, and shutdown of computer will end in blue blank screen.