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BSOD after installing SEP12.1 on HP6110 Laptop

Created: 04 Sep 2012 | 13 comments

Hi All,

Yesterday we have been facing BSOD issue after installing SEP12.1 ent. with all component enabled except mail scanner on only HP6110 laptop but unable to identified the root cause analysis.

Below is the system detail.

System Detail.

Maker :- HP6110
Software Installed :- LANdesk8.8 & SEP12.1 ent.

While troubleshooting, we found some strange workaround that LANdesk reinstallation or uninstalltion of windows component (update root certificate) would resolves this issue.

Need to know Root behind this issue.

Thanks & Regards,
Prasann
IT Security Engineer

Comments 13 CommentsJump to latest comment

Mithun Sanghavi's picture

Hello,

On what OS are you receiving BSOD?

Was SEP 12.1 a fresh new installation on the machine OR an upgrade from the older version?

I would also request a quick check on this Article:

In cases of BSOD, you would have to collect the Full Memory Dump files and create a Case OR contact Symantec Technical Support.

How to create a new case in MySymantec (formerly MySupport)

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

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

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

OR

Regional Support Telephone Numbers:

United States: 800-342-0652 (407-357-7600 from outside the United States)

Australia: 1300 365510 (+61 2 8220 7111 from outside Australia)

United Kingdom: +44 (0) 870 606 6000

Additional contact numbers: http://www.symantec.com/business/support/contact_techsupp_static.jsp

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

immumbaikar's picture

Hi Mithun,

Please find the detail you required

On what OS are you receiving BSOD?
= WIN XP SP3

Was SEP 12.1 a fresh new installation on the machine OR an upgrade from the older version?
= Tried both

Can we identified the Root behind this as i have colected mini & full memory dump from on of affected system

Thanks & Regards,
Prasann
IT Security Engineer
CCNA,ITIL(2011)

AttachmentSize
Mini090712-03.zip 5.76 KB
pete_4u2002's picture

do you have the bug id?

enable the full memory dump and open a support ticket for analysis.

immumbaikar's picture

Hi Pete,

BUG CHECK CODE is 0x1000007e...enclosed minidump file for reference.

Can we have resolution without initiating case?

Thanks & Regards,

Prasann

IT Security Engineer

CCNA,ITIL (2011)

AttachmentSize
Mini090712-03.zip 5.76 KB
Marvin Zhong's picture

at least post the BSOD error code will suggest possible root cause from general view

immumbaikar's picture

Hi Marvin,

Please find the same.

BUG CHECK CODE 0x1000007e

Thanks & Regards,

Prasann

IT Security Engineer

CCNA,ITIL(2011)

Marvin Zhong's picture

Hi immumbaikar

dirver conflict will cause BUG CHECK 0x1000007E.

Regarding your Landesk reinstall or uninstall will solve BSOD, Would you have a trial to upgrade its version ?

And you can also only install SEP one or two components, such as AV , to see which component will cause conflict.

immumbaikar's picture

Hi Marvin,

Yes, we also have observed that this could be because of driver but here problem is we are unable to identified the same.
Could you please take a look on attached minidump file?

Secondly we cannot upgrade LANDesk as it is against policy and component enabled in SEP12.1 are Antivirus & Antispyware,PTP,NTP,SNAC

Thanks & Regards,
Prasann
IT Security Engineer
CCNA,ITIL(2011)

AttachmentSize
Mini090712-03.zip 5.76 KB
immumbaikar's picture

Hi All,

The impacted system count is increasing day by day. would request you all,if this is common case around the world then please let us know the workaround or any suggestion

Thanks & Regards,
Prasann
IT Security Engineer
CCNA,ITIL(2011)

Mithun Sanghavi's picture

Hello,

Did you create a Symantec Technical Support Case?

If yes, please PM me your Case # and I shall look into the same.

Hope that helps!!

Mithun Sanghavi
Senior Consultant
MIM | MCSA | MCTS | STS | SSE | SSE+ | ITIL v3

Don't forget to mark your thread as 'SOLVED' with the answer that best helped you.

immumbaikar's picture

Hi Mithun,

I have logged the case with microsoft now, if required i'll envolve Symantec and let you know the same.

Thanks & Regards,
Prasann
IT Security Engineer
CCNA,ITIL(2011)

Brɨan's picture

As a test, remove the application and device control component.

Please click the "Mark as solution" link at bottom left on the post that best answers your question. This will benefit admins looking for a solution to the same problem.

immumbaikar's picture

Hi Brian,

i'll do it by tomorrow and let you know the status

Thanks & Regards,
Prasann
IT Security Engineer
CCNA,ITIL(2011)