[CLOSED] crash 'driver irql not or less equal (NNSPrv.sys)'

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klaartje peters
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[CLOSED] crash 'driver irql not or less equal (NNSPrv.sys)'

Post by klaartje peters » Thu, 19 Jan 2017, 19:43

the newly installed Panda free antivirus software apparently does not go together with my mobile internet device, because when I use it, my laptop keeps crashing, giving me the mentioned error info.

Do you have an easy solution? Please, please don't make me do complicated things with dumps etc....
(I am currently stuck in the train with slow wifi, so it has cost me already half an hour to get where I am here at the forum. I changed to Panda AV from Avast after 3 years, but I already start to wish I hadn't...)

thanks!
Clara

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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by VirusBuster » Fri, 20 Jan 2017, 13:00

What Panda product version are you using? You can check it in the version.ini file located in the antivirus installation folder
What operating system are you using?
Regards,

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Jorge Torre
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klaartje peters
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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by klaartje peters » Sat, 21 Jan 2017, 00:01

hi,

thanks a lor for answering (I didn't notice, it still says I have 0 messages).

Product version 18, I guess. It says:
[VERSION]
VERSION=18.00.00.0000
LINE=4.0

Operating system Windosw 8.1

Clara

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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by klaartje peters » Sat, 21 Jan 2017, 23:55

@VirusBuster: are you able to help me? I have patiently waited for some time, but would very much appreciate some advice, thanks!

klaartje peters
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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by klaartje peters » Mon, 23 Jan 2017, 10:03

I would still be grateful if somebody at Panda Security could give me some help here.
More than 3 days ago I reported that the newly installed Panda free antivirus software (18 or 18.4) apparently does not go together with my mobile internet device, because when I use it, my laptop keeps crashing, giving me this error info: driver irql not or less equal (NNSPrv.sys)

Do I have to assume that the problem is not easy to solve?

thanks!
Clara

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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by VirusBuster » Mon, 23 Jan 2017, 10:47

Could you try disabling the process monitor protection and check if the problem persist?
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klaartje peters
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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by klaartje peters » Mon, 23 Jan 2017, 11:08

Thanks, I just did. Is it correct that the other option 'Monitor the URLs accessed by each process' is automatically switched off too?

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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by VirusBuster » Mon, 23 Jan 2017, 11:14

Yes as its part of the process monitor protection
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klaartje peters
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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by klaartje peters » Mon, 23 Jan 2017, 15:40

thanks for the tip, but it doesn't work. Panda scanned the mobile device, and immediately after that the laptop crashed again, same error info!
What's the next step we could try?

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Re: crash 'driver irql not or less equal (NNSPrv.sys)'

Post by VirusBuster » Tue, 24 Jan 2017, 16:59

In order to study the issue we will need a full dump and a PSInfo

This article explains how to setup your computer so that a 'Complete memory dump' file will be created if the computer crashes.

A Memory dump file contains data from the operating memory recorded over a certain time period. It is a valuable source of information for developers and technical support specialists when troubleshooting abnormal application behaviour. This file is automatically generated after an operating system crash of Microsoft Windows.

How to set up your computer to generate a Complete Memory dump if the computer crashes?

Follow the instructions below.
  1. Open the computer's System Properties dialog. To do so, go to Start – Run, type sysdm.cpl and Press return.
  2. Select the Advanced tab.
  3. Under the section 'Startup and Recovery' select the 'Settings...' button.
  4. Under the section 'System failure' | 'Write debugging information' from the drop down menu select Complete memory dump (if the option is missing select Kernel memory dump)
  5. Click 'OK' to confirm the change.
  6. You must restart the computer for the change to take effect.
The computer will now write the entire contents of the computer's RAM to a dump file if a system crash occurs. This file will be C:\Windows\MEMORY.DMP


A complete memory dump can generate a large file and therefore it is recommended that the file is compressed (e.g., 'zipped up') before transferring from the source computer and/or submitting to Panda’s Technical Support.

Due to its size you won't be able to attach the full dump to the forum, would it be possible to upload it to an online storage server such as MediaFire, MEGA, WeTransfer, Dropbox, etc and provide us the download link?
Regards,

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