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BSOD on restart/shutdown when connected to VPN


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Whenever I connect to a VPN server, the next time I want to restart/shutdown, a BSOD occurs with no info besides "kmode exception not handled". This does not happen when I don't use the malwarebytes tunnel driver.

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6 minutes ago, Bamz said:

Whenever I connect to a VPN server, the next time I want to restart/shutdown, a BSOD occurs with no info besides "kmode exception not handled". This does not happen when I don't use the malwarebytes tunnel driver.

Please do the following so that we may take a closer look at your installation for troubleshooting:

NOTE: The tools and the information obtained is safe and not harmful to your privacy or your computer, please allow the programs to run if blocked by your system.

 

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thanks

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  • Root Admin

Hello @Bamz

Let me have you run the following fix, please. Once this has been completed we'll take a look at some other steps.

Can you please zip and attach the following file:  C:\Windows\MEMORY.DMP if it's not too big.

 

 

Please download the attached fixlist.txt file and save it to the Desktop or location where you ran FRST from.
NOTE. It's important that both files, FRST or FRST64, and fixlist.txt are in the same location or the fix will not work.

Please make sure you disable any real-time antivirus or security software before running this script. Once completed, make sure you re-enable it.

NOTICE: This script was written specifically for this user, for use on this particular machine. Running this on another machine may cause damage to your operating system that cannot be undone.

Run FRST or FRST64 and press the Fix button just once and wait.
If the tool needs a restart please make sure you let the system restart normally and let the tool complete its run after restart.
The tool will make a log on the Desktop (Fixlog.txt) or wherever you ran FRST from. Please attach or post it to your next reply.

Note: If the tool warned you about an outdated version please download and run the updated version.

NOTE-1:  This fix will run a scan to check that all Microsoft operating system files are valid and not corrupt and attempt to correct any invalid files. It will also run a disk check on the restart to ensure disk integrity. Depending on the speed of your computer this fix may take 30 minutes or more.

NOTE-2: As part of this fix all temporary files will be removed. If you have any open web pages that have not been bookmarked please make sure you bookmark them now as all open applications will be automatically closed. Also, make sure you know the passwords for all websites as cookies will also be removed. The use of an external password manager is highly recommended instead of using your browser to store passwords.

NOTE-3: As part of this fix it will also reset the network to default settings including the firewall. If you have custom firewall rules you need to save please export or save them first before running this fix.

The following directories are emptied:

  • Windows Temp
  • Users Temp folders
  • Edge, IE, FF, Chrome, and Opera caches, HTML5 storages, Cookies and History
  • Recently opened files cache
  • Flash Player cache
  • Java cache
  • Steam HTML cache
  • Explorer thumbnail and icon cache
  • BITS transfer queue (qmgr*.dat files)
  • Recycle Bin

Important: items are permanently deleted. They are not moved to quarantine. If you have any questions or concerns please ask before running this fix.

The system will be rebooted after the fix has run.

fixlist.txt

Thanks

 

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  • Root Admin

Yes, just temporarily disable real-time protection from Windows Defender and exit out of Malwarebytes

You can use the following to send the DUMP file.

 

Upload File(s) to WeTransfer:

  • Visit WeTransfer.com
  • Click on I Agree

    image.png
     
  • Click on Manage Cookies

    image.png
     
  • Uncheck all the cookies and other Ad settings

    image.png
     
  • Click the triple dots for more options

    image.png
     
  • Select the Link option "Get transfer link" - then click the Message and enter a message.

    image.png
     
  • Click on +Add Files - Browse to the location of the file and double-click on it or click once on it and select Open

    image.png
     
  • Click on Get a link to send the file and get the link to post back

    image.png
     
  • Once the transfer completes, click on Copy link

    image.png

     
  • Once you receive the Copied! message please save in notepad so you can post the link into your next reply

     

 

 

 

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  • Root Admin

That log looks good.

The link you provided is not complete. Can you please post the correct full link.

Thank you @Bamz

 

Let me have you go ahead and do a CLEAN removal and reinstall of the program.

 

Can you please do the following?

  • Download the Malwarebytes Support Tool
  • In your Downloads folder, open the mb-support-x.x.x.xxx.exe file
  • In the User Account Control pop-up window, click Yes to continue the installation
  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click the CLEAN button and follow the onscreen instructions to reinstall Malwarebytes
  • NOTE: Please have patience as it can take a while to remove and reinstall. The computer will restart to complete

After the restart please do the following

  • Run the MBST Support Tool
  • In the left navigation pane of the Malwarebytes Support Tool, click Advanced
  • In the Advanced Options, click Gather Logs. A status diagram displays the tool is Getting logs from your machine
  • A zip file named mbst-grab-results.zip will be saved to your desktop, please upload that file on your next reply

Thank you

 

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  • Root Admin

Hello @Bamz

The QA Team was able to review your logs and dump file. It looks like your wireless network card has quite a few posts on the web with having issues. There is also a newer version out the team says.

There are many BSOD issues reported that are related to exception failures in the mtkwl6ex.sys driver. The mtkwl6ex.sys driver in the particular user system was released on Jan-2021, it seems there is a new version of this driver available.

 

Can you please provide me with the following and I'll look up some information for you?

Computer brand:  (Dell, HP, Sony, Custom, self-built, etc.)

Model number:

Laptop or Desktop:

 

 

Please download HWiNFO the Professional System Information and Diagnostics program.
HWiNFO Portable for Windows

Unzip the program to its own folder such as: C:\HWiNFO
Go to the new folder and locate the file C:\HWiNFO\HWiNFO64.exe and double-click to run it.
Click the RUN button.
Ignore the update, click close.
Click on Save Report and choose HTML and click Next, then Finish
By default, it will create a new report named COMPUTER.HTM in the same folder as the program. C:\HWiNFO
Please zip that file and attach it to your next reply

Thank you

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  • Root Admin

How old is this computer or how long have you owned it? @Bamz

 

It looks like this wireless network card is well known for having issues. Here are a few posts below.

 

MediaTek MT7921 Wi-Fi 6 Wireless Network Adapter

Your driver version: 3.0.1.1017  13-Jan-2021

 

image.png

 

 

BSOD System thread exception not handled - Failed mtkwl6ex.sys BSOD
https://answers.microsoft.com/en-us/windows/forum/all/bsod-system-thread-exception-not-handled-failed/d738cca8-58d8-499c-9541-7240fa4d49b5

Mediatek Wi-Fi driver causes BSODs on ASUS ROG G713QM
https://zentalk.asus.com/en/discussion/51309/mediatek-wi-fi-driver-causes-bsods-on-asus-rog-g713qm

Different error but same network card is discussed in this thread too
DPC WATCHDOG VIOLATION randomly occurs,all possible fixes tried
https://docs.microsoft.com/en-us/answers/questions/705606/dpc-watchdog-violation-randomly-occursall-possible.html

 

It really looks like this company Mediatek is having driver issues even with different computer vendors.

 

Please try uninstalling the Malwarebytes software for now, at least temporarily and see how well the computer runs for a few days without Malwarebytes and with reboots and gaming, ie normal operations going on without our software installed.

Please try that and let me know how that works out. I've looked for updated drivers and It looks like Asus may have found a fix but it may not apply to your Acer

 

 

The other network card you have appears to have a newer driver directly from RealTek but your Acer vendor is supposed to be where you get the latest drivers. They just don't have this updated version yet.


RealTek Semiconductor RTL8168 -  8111 PCI-E Gigabit Ethernet NIC

Realtek PCIe FE / GBE / 2.5G / Gaming Ethernet Family Controller Software
https://www.realtek.com/en/component/zoo/category/network-interface-controllers-10-100-1000m-gigabit-ethernet-pci-express-software


Win10 Auto Installation Program (NDIS) 
The code for the installer shows that this driver supports your network card and is a newer driver

%RTL8168.DeviceDesc%  = RTL8168H.ndi, PCI\VEN_10EC&DEV_8168&SUBSYS_15241025&REV_15 ;Acer


Your driver version: 10.43.723.2020
This driver version: 10.054.1111.2021

So, its up to you if you want to try this newer driver from Realtek or not. If you do try make sure you create a new System Restore Point just in case you need to restore back.

 

 

 

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  • Root Admin

I will relay your message to the team. At this time though since you do know the issue and have a workaround I'd suggest you use the other tunnel driver.

Understood about the other network driver and was not meaning to say it would fix your issue, only that there is a newer driver for that card, unlike the wireless. If you don't use it at all that's fine.

Thank you again.

 

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  • 2 months later...
  • Root Admin

Glad we could help.

If you need this topic reopened, please send a Private Message to any one of the moderating team members. Please include a link to this topic with your request.

This applies only to the originator of this thread. Other members who need assistance please start your own topic in a new thread.

Please review the following to help you better protect your computer and privacy Tips to help protect from infection

Thank you

 

 

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