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Unexpected kernel trap mode after installing Symantec Endpoint Protection

Posted on 2009-05-11
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Last Modified: 2013-12-09
Has anyone experienced a STOP 0x0000007F (UNEXPECTED_KERNEL_MODE_TRAP) (blue screen) message after installint Symantec Endpoint Protection?  This is happening on an HP ePC running Windows 2000.  I have found that if I boot into safe mode and disable the video controller, the computer boots up and Symantec works fine.  I have already tried updating video drivers with no success.  I have also tried applying the Microsoft patches as instructed on Microsoft's site regarding Norton with no luck.  I do have an IBM Netvista with the same graphics controller (Intel 82815) and SEP works on it just fine.

I have a case opened with Symantec, and they are analyzing a full memory dump that I sent them, but I wondered if anyone else has experienced this problem.  As I said above, it is only happening on the HP ePC.  I have also installed it on IBM and Dell machines, and have had no problems.
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Question by:nettek0300
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by:uucknaaa
uucknaaa earned 250 total points
ID: 24360140
Hi

Have you tried the Norton Uninstaller Tool at this link:

http://service1.symantec.com/Support/tsgeninfo.nsf/docid/2005033108162039

Run this program to completely uninstall Norton products and do a reinstall with the installer Norton selects from your version selection.

Hope it helps.
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by:nettek0300
ID: 24360157
I will try the above tomorrow when I am at the office.  I do know that these machines had older versions of Norton on them.  I did not know about this tool.  I will run it and uninstall everything, then do a reinstall and let you know.  Thanks.
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Expert Comment

by:xmachine
ID: 24360984
Hi,

Which version are your running ?

To find out, go to any SEP client, open the GUI, then click on "Help and Support", then choose "About"

version: ????

A Symantec Certified Specialist @ your service

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by:nettek0300
ID: 24366081
Version 11.0.4014.26

Uucknaaa:  I have taken one of the ePC's, put in a brand new drive and reinstalled Windows.  This will take any remains of old versions of the software out of the mix.  I will be installing SEP shortly and will post the results.
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by:nettek0300
ID: 24367207
After doing a fresh install of Windows, it runs fine.  If I use the image we have, I get the error.  At this point, I am going to see what Symantec says about the dump.  If anyone has any suggestions, let me know.  Thanks.
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nettek0300 earned 0 total points
ID: 24374943
Well, after installing the wonderful MS security patches, I got this computer to blue screen again.  It looks like my problem may be one of the patches.  Oh well, thanks for your suggestions on this.
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