Solved

Unexpected kernel trap mode after installing Symantec Endpoint Protection

Posted on 2009-05-11
6
1,460 Views
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.
0
Comment
Question by:nettek0300
  • 4
6 Comments
 
LVL 14

Assisted Solution

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.
0
 
LVL 6

Author Comment

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.
0
 
LVL 15

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

0
PRTG Network Monitor: Intuitive Network Monitoring

Network Monitoring is essential to ensure that computer systems and network devices are running. Use PRTG to monitor LANs, servers, websites, applications and devices, bandwidth, virtual environments, remote systems, IoT, and many more. PRTG is easy to set up & use.

 
LVL 6

Author Comment

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.
0
 
LVL 6

Author Comment

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.
0
 
LVL 6

Accepted Solution

by:
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.
0

Featured Post

Is Your AD Toolbox Looking More Like a Toybox?

Managing Active Directory can get complicated.  Often, the native tools for managing AD are just not up to the task.  The largest Active Directory installations in the world have relied on one tool to manage their day-to-day administration tasks: Hyena. Start your trial today.

Question has a verified solution.

If you are experiencing a similar issue, please ask a related question

Suggested Solutions

PREFACE The purpose of this guide is to explain how to manually move a SEP client to a different client group by performing steps on the client-side. These steps may prove particularly useful because they allow the client to move after it has alrea…
OVERVIEW This guide provides information on the process performed when the Symantec Endpoint Protection (SEP) client checks in with the Symantec Endpoint Protection Manager (SEPM). AUDIENCE Information Technology personnel responsible for suppo…
Established in 1997, Technology Architects has become one of the most reputable technology solutions companies in the country. TA have been providing businesses with cost effective state-of-the-art solutions and unparalleled service that is designed…
Email security requires an ever evolving service that stays up to date with counter-evolving threats. The Email Laundry perform Research and Development to ensure their email security service evolves faster than cyber criminals. We apply our Threat…

773 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question