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Kudos0

BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

This is a Blue Screen of Death (BSOD) from my laptop running Windows 10 with the following details (also attached as picture):
Stop Code: Driver_IRQL_not_less_or_equal 
What Failed: IDSvia64.sys

Cryptomator is a software that performs client-side encryption for your cloud files. I first suspected it was Cryptomator that was causing the crashes since the app is relatively new, but upon researching about this issue, it may be potentially caused by Norton Security. Here is an old thread related to this issue: [link]

I have used this software for months, only now was it crashing. I can also verify that disabling Auto-Protect and Smart Firewall will not prevent the crashes. I will report to Cryptomator's support as well, but I would like Norton's opinion about this case because this was an issue in the past.

I am using the lasted version of Norton Security, with regularly updated Windows 10 and Java.

File Attachment: 
Windows 10 | Asus ROG G751JY | Norton Security
Labels: Blue Screen

Replies

Kudos1 Stats

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

This Symantec support article may be relevant here.   https://support.symantec.com/en_US/article.TECH240801.html

Although that article is for the enterprise SEP products, definition files are shared between Symantec and Norton products.

Part way down that page it notes a new definition file being released. So for now, I would suggest you keep running LiveUpdate and restarting your computer for the next day or so. If you still see this problem, post back and we can dig deeper into your specific issue.

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Thank you peterweb for your suggestion. I've tried updating Norton for these past two days but unfortunately the problem still persists. Is there any other solution I could try? Maybe I could send the .dmp files that may help finding the source of the issue. 

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

I would start by contacting Norton Support and point them to the Symantec article I linked above. See if they can see if the same thing may be happening to you.   www.norton.com/contactcs

If Support cannot help, you can view the BSOD dumps using Nirsoft's Bluescreen View from here.  http://www.nirsoft.net/utils/blue_screen_view.html (link is external) Then you can post screenshots here for help in diagnosing them. Instructions to post screenshots can be found here
https://community.norton.com/forums/how-post-image-forums-0

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

I contacted Norton Support and explained my issue. The kind tech support did "sfc scannow", "chkdsk", uninstallation of Norton Security, clearing of Norton registry keys via "regedit", then finally reinstalling Norton. These are understandably SOP for BSODs, but the crashes still persists.

So attached is the screenshot of the contents of the .dmp file. I only included the first two lines for privacy reasons. If you need to see the full .dmp file, I would be more than happy to PM you.

Windows 10 | Asus ROG G751JY | Norton Security
Kudos1 Stats

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@XVSkulblaka7, I've turned on Log Upload for this thread. Could you upload the compressed .dmp file to this thread for our team to review? Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Have you heard anything from Cryptomator support? Can you see if you had any updates to that utility recently?  Is there any way you can disable Cryptomator for a while to test and see if it is somehow involved?

If Norton just reinstalled your product, it would have put you back to version 22.9.x.x. instead of what you would have had when you started this thread.  22.10.x.x. 

EDIT

I see Tony has stepped in to allow you to send the dump logs to Norton. Just below the add reply box is the Log Files upload section. Do not worry about your privacy. Only you and Norton admins or employees will be able to see if you posted a file. Even I will not be able to see it. 

Things happen. Export/Backup your Norton Password Manager data.
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@Tony_Weiss, Attached is the compressed .dmp file as requested.

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Great, thanks. Can you also confirm the version of Norton Security you're running? I know you wrote "latest version", but as we're in the middle of a release, that could mean 22.9.4 or 22.10.0.83.

Is there a specific version of Cryptomator we should test with, to try to reproduce this issue? Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@peterweb, I have not heard for Cryptomator support yet. There is no recent updates for it yet ever since this thread started, I checked and I am running the latest version. What's special about this issue is that this only occurs when running Cryptomator for an extended period. So not running it will not make my system BSOD randomly, I can reproduce this crash very easily. Are you suggesting that this  issue might be caused by Cryptomator exclusively, not because of the conflicts with Norton?

The Norton I had before is 22.9.x.x, as well as the one I had reinstalled. Apparently, 22.10.x.x has not been implemented for me.

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@Tony_Weiss, the current version of my Norton Security is 22.9.4. I am using the latest version of Cryptomator (1.3.1)

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Thank you for reporting this issue. The engineering team is actively investigating the issue.
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Great, thanks. Our engineering team will be looking into this issue. When you say "only occurs when running Cryptomator for an extended period", how long roughly is that period? Are you running Cryptomator at the same time as running something in your Norton product? Are they both running background tasks at the same time? Are there any automated things set up for your Cryptomator that might cause a conflict?

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@Tony_Weiss, the only time it will crash is when I try to copy a huge amount of files (110GB worth) to one of Cryptomator's encrypted vaults, which are WebDAV based. There is no problem copying a few files.

Both Norton and Cryptomator is running when trying to copy files to the vault, all of these actions are on-the-demand, meaning no automation was done.

Clarification: Norton is running in the background, no scans are being done while copying files.

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Thanks for the helpful info.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@XVSkulblaka7, it looks like the dump that was created is a mini dump - would you be able to do the following?

  1. Set the Startup and Recovery settings to write the debugging information as a "Complete Memory Dump"
  2. Trigger the error
  3. Upload the Complete Memory Dump to this thread

That would be very helpful. Thanks.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@XVSkulblaka7 - sorry for the back and forth. You can disregard the need to the Complete Memory Dump. It's not needed, our team was able to work with what was given. Thanks again for your help.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

@Tony_Weiss - Sorry I couldn't respond immediately. How's the engineering team doing?
I took my time to troubleshoot the problem myself. Uninstalling Norton Security does solve the issue. This was the suggestion of Cryptomator Support.

I stated on my original post the crashes are recent, meaning that only this month was I experiencing it. But the previous months did not crash, but "hangs" suddenly. The hangs were very short (<1 sec) but frequent until file copying is done. After that, no issues were found. But uninstalling Norton will not produce crashes or hangs at all, everything was smooth. I hope this tip might help resolve the problem.

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

UPDATE: So my Norton Security just updated to 20.10.0.85. I tried to copy my usual files to Cryptomator encrypted vault and surprisingly, everything went well. There was no crashes or freezes at all. I'll observe for a few days to see if the issue is finally solved. Thank you.

Windows 10 | Asus ROG G751JY | Norton Security
Kudos0

Re: BSOD (IDSvia64.sys) upon extended use of Java-based program (Cryptomator)

Likely this issue continues to exist, despite you not seeing it right now. We're planning to address this issue in a future release.

Tony Weiss | Norton Forums Global Community Manager | Symantec Corporation

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