[SOLVED] [04490375] Blue Screen Of Death After Upgrding To The New Version

Container for RESOLVED incidents, queries SOLVED by the experts, EXPIRED topics or those that have been CLOSED by the users.
AIB32
Registered user
Registered user
Posts: 8
Joined: Tue, 17 Jan 2017, 13:54

[SOLVED] [04490375] Blue Screen Of Death After Upgrding To The New Version

Post by AIB32 » Wed, 25 Jan 2017, 04:53

Hi
I have a new BSOD after upgrading to the panda free version 18 caused by nnsprv.sys. This dump file may help you.

==================================================
Dump File : 012517-62031-01.dmp
Crash Time : 1/25/2017 7:41:06 AM
Bug Check String : DRIVER_IRQL_NOT_LESS_OR_EQUAL
Bug Check Code : 0x000000d1
Parameter 1 : ffffb489`679be003
Parameter 2 : 00000000`00000002
Parameter 3 : 00000000`00000000
Parameter 4 : fffff805`66d5736b
Caused By Driver : NNSPRV.sys
Caused By Address : NNSPRV.sys+1736b
File Description : Network Provider
Product Name : Nano Network Security
Company : Panda Security, S.L.
File Version : 3.5.0.252 built by: WinDDK
Processor : x64
Crash Address : ntoskrnl.exe+14a6f0
Stack Address 1 :
Stack Address 2 :
Stack Address 3 :
Computer Name :
Full Path : C:\Windows\Minidump\012517-62031-01.dmp
Processors Count : 4
Major Version : 15
Minor Version : 14393
Dump File Size : 316,563
Dump File Time : 1/25/2017 7:42:02 AM
==================================================

Please Help!

User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7596
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: Blue Screen Of Death After Upgrding To The New Version

Post by VirusBuster » Wed, 01 Feb 2017, 12:29

Could it be related to this?
http://support.pandasecurity.com/forum/ ... =83&t=6106

We will need the same information requested in that thread in order to study the case
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

AIB32
Registered user
Registered user
Posts: 8
Joined: Tue, 17 Jan 2017, 13:54

Re: Blue Screen Of Death After Upgrding To The New Version

Post by AIB32 » Fri, 03 Feb 2017, 05:30

UPDATE: BSODs happened every time i connect to internet. 3 days before your post i tried to rename the file C:\Windows\System32\drivers\nnsprv.sys to nnsprv.sy_ . Problem Fixed! no BSODs anymore. But is this system file important to the antivirus? Now I'm worrying about that.
However i sent the PSInfo file to FTP. But I couldn't create a new complete dump file because there are no BSODds anymore. But the mini dump file report which is included in my previous post may help you to identify the problem.

MY AV version info:
VERSION=18.00.00.0000
LINE=4.0
TYPE=Release
NINST=20161109_ConsoleWPF
BRANCH=ConsoleWPF
REV=1
BUILD_DATE=09/11/2016 17:54:11
CID=EA93A714-3D00-4932-9981-8D33AFE1E490

[MODULES]
INSTALLER=7.06.00.0007
NNS=4.0.0.381
PSBOOT=1.0.31.0
RKPAVPROC=2.0.11.0

Operating system is windows 10 pro 1607

User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7596
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: Blue Screen Of Death After Upgrding To The New Version

Post by VirusBuster » Mon, 06 Feb 2017, 10:04

AIB32 wrote:UPDATE: BSODs happened every time i connect to internet
What kind of internet connection do you use?
AIB32 wrote:BSODs happened every time i connect to internet. 3 days before your post i tried to rename the file C:\Windows\System32\drivers\nnsprv.sys to nnsprv.sy_ . Problem Fixed! no BSODs anymore. But is this system file important to the antivirus? Now I'm worrying about that.
It is related to the firewall and the process monitor protection
There is not much we can do with a minidump, in order to study the issue we will need a full or kernel dump at least
Restore nnsprv.sys to it original name and reboot the machine
Disable the process monitor protection and the option to monitor the URLs accessed by each process
Does the problem perist?
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

AIB32
Registered user
Registered user
Posts: 8
Joined: Tue, 17 Jan 2017, 13:54

Re: Blue Screen Of Death After Upgrding To The New Version

Post by AIB32 » Mon, 06 Feb 2017, 14:17

Thanks for the advice.But it didn't work.
As your advice I restored the nnsprv.sys to it's original name and disabled the process monitor and URLs monitor, before I connect to internet (I'm using a dial up connection). It happened again(DRIVER IRQL NOT LESS OR EQUAL, nnsprv.sys) after i connect to internet.
I uploaded the full memory dump file and PSInfo file via FTP uploader. The archive name is "AIB32_20170206_170912.zip"

User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7596
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: Blue Screen Of Death After Upgrding To The New Version

Post by VirusBuster » Wed, 08 Feb 2017, 11:19

Sorry but this AIB32_20170206_170912.zip was not properly uploaded, I receive "Unexpected end of file error" when trying to extract it
Could you upload it to any online storage server such as MediaFire, MEGA, WeTransfer, Dropbox, ... and provide us the download link?

Checking the PSInfo I see that you have Comodo Firewall installed, which could be interferring with our NNS technologies
I can also see this error in the EVTs related to a Comodo file:

Code: Select all

Application popup: wininit.exe - Bad Image : C:\Windows\syswow64\IseGuard32.dll is either not designed to run on Windows or it contains an error. Try installing the program again using the original installation media or contact your system administrator or the software vendor for support. Error status 0xc0000428. 
Does the BSOD persist if you uninstall Comodo?
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

AIB32
Registered user
Registered user
Posts: 8
Joined: Tue, 17 Jan 2017, 13:54

Re: Blue Screen Of Death After Upgrding To The New Version

Post by AIB32 » Wed, 15 Feb 2017, 06:43

Hi

I uploaded the dump file in to google drive and this is the link https://drive.google.com/uc?export=down ... XN3aWJ4U2c


When i installing comodo there were already BSODs in my pc.

Thank you.

User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7596
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: Blue Screen Of Death After Upgrding To The New Version

Post by VirusBuster » Wed, 15 Feb 2017, 18:58

I'm downloading the dump
AIB32 wrote:When i installing comodo there were already BSODs in my pc.
Sorry, I don't understand, do you mean that the BSODs were already present before installing Comodo?
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

User avatar
VirusBuster
Official moderator
Official moderator
Posts: 7596
Joined: Mon, 02 Apr 2012, 18:53
Location: Panda HQ - Bilbao

Re: Blue Screen Of Death After Upgrding To The New Version

Post by VirusBuster » Thu, 16 Feb 2017, 10:13

We have created the case 04490375 for this issue
While we study the information you can rename again NNSPrv.sys as a temporary solution
Regards,

Image
Jorge Torre
TechSupport Department - Panda Security

I don't reply to private messages unless I have previously requested them

AIB32
Registered user
Registered user
Posts: 8
Joined: Tue, 17 Jan 2017, 13:54

Re: [04490375] Blue Screen Of Death After Upgrding To The New Version

Post by AIB32 » Thu, 16 Feb 2017, 22:46

  • VirusBuster wrote:
    Sorry, I don't understand, do you mean that the BSODs were already present before installing Comodo?
Yes I meant that!

Locked

Return to “Panda Free Antivirus - Archive Issues”