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Kudos0

DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 23-set-2023 | 8:25PM · 9 Respostas · · Translation:

I submitted this issue to Microsoft Community and posted my Minidump and Sysinfo files are here. There are only two from almost a month ago, although I have had several crashes since then. These are probably from around the time when I actually got the blue screen identifying it as a WATCHDOG error. Recent crashes have not had a blue screen, the screen freezes and then goes black and the laptop restarts.

An advisor said, "Both of the minidump files only pointed to a system kernel driver "ntkrnlmp.exe" but one of the minidumps indicates "PROCESS_NAME: NortonSecurity.exe". I will recommend that you update or uninstall the Norton Security Antivirus."

Hopefully there is a better solution. 

When this happens I have several Chrome windows open, MS Word, Zoom, and using a bluetooth headset and the laptop built-in camera. I have an external monitor, HP s2216h, Plugable USB 3.0 docking station. NVIDIA drivers were updated yesterday.

Respostas

Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 24-set-2023 | 3:25PM · Edited: 24-set-2023 | 3:26PM · Link permanente

Hello doonser. What is the version of your installed Norton product? I also have to ask what is your OS and its version/build? How much system memory is installed as well?

The issue with DPC_WATCHDOG BSOD has many causes, that can include, corrupted drivers or incompatible drivers, BIOS firmware compatibility, hardware/memory issues. Software being the issue is relatively rare, but, not impossible. My rare experiences with this error were always due to WHQL drivers getting installed vice the OEM directly from their site.

When this happens I have several Chrome windows open, MS Word, Zoom, and using a bluetooth headset and the laptop built-in camera. I have an external monitor, HP s2216h, Plugable USB 3.0 docking station

You mentioned, NVIDIA drivers as being recently updated. Please do the following to test the devices you were using. Boot the computer WITHOUT any of the aforementioned devices attached. Lets see if anything new appears, or, the original issues reappear. If none do, attach a single previously used device and restart, recheck. Continue, on additional device at a time, until all the devices you were using are present and a system restart was performed. If any single device causes the BDSOD to reappear, it is the issue. 

There are older Microsoft forums postings that has a similar driver issue being reported:

 https://learn.microsoft.com/en-us/answers/questions/349623/bsod-dpc-watc...

https://answers.microsoft.com/en-us/windows/forum/all/windows-10-freezin...

Please let us know what your results are after the device checking so we can follow up.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 24-set-2023 | 6:01PM · Edited: 24-set-2023 | 6:01PM · Link permanente

I'm using Norton Internet Security version 22.23.8.4

I've read around on various sites about this issue. I posted to Microsoft Answers for help, and linked to my minidump and System Info files, as noted in my OP. Also as noted, they told me the minidumps pointed to an error with PROCESS_NAME: NortonSecurity.exe. 

So yeah, I guess it could be hardware related, but disconnecting all of my hardware devices and troubleshooting this is not feasible. I would have to have some way of being on a Zoom call to reproduce the error, and be on it for 20 minutes or more for the problem to occur, and I do not have any calls scheduled in the near future. 

Since two minidumps point to Norton Security, don't you think we should start there? 

I didn't know what WHQL drivers were but i looked it up. I don't know what you mean, "WHQL drivers getting installed vice the OEM directly from their site."

The WATCHDOG issue occurred both before and after the NVIDIA drivers were updated. 

The threads you point to have similar information as the ones I've read. One point: if I understand, they suggest replacing the SATA AHCI controller driver "iastor.sys" with "storahci.sys" Both of my SATA AHCI  controller entries in Device Manager show the driver being used as "storahci.sys". 

If the minidump errors point to Norton, can Norton help me figure out how to fix the problem? After all, I've paid for this product. 

Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 25-set-2023 | 11:11AM · Link permanente

What I referred to is. Windows Updates, will install drivers if your settings allow for it, those drivers are WHQL certified by Microsoft. They don't always produce the best results, OEM drivers from the manufacturer of specific hardware is suggested.

The file "ntkrnlmp.exe" is a Windows core file. The file that registered as driving the system into an unstable state was PROCESS_NAME: NortonSecurity.exe. The question is what caused Norton to stop working? Did Microsoft go into that in depth? They should have done so knowing, memory usage issues, software incompatibilities, hardware issues, are the most common causes. 

Removing connected USB devices and testing is the easiest manner to reproduce the issue and isolate the offending hardware or software. Understanding not everyone is willing to nor may have the time to do so I do understand. Just trying to help with the suggestions I've used for many years. If someone Norton jumps into the thread they will also want those dump files to review as well. Please retain them if you can. 

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 25-set-2023 | 11:28AM · Link permanente

Okay, thanks SoulAsylum, I didn't realize you weren't a Norton employee. I guess I will have to contact them live and hope they don't start deleting important stuff like an agent did one time. 

I can start with disconnecting my second monitor the next time I have a Zoom call. If it's a hardware problem, it's possible it starts there, since it's an older monitor. 

Kudos1 Estatísticas

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 26-set-2023 | 1:14AM · Link permanente

If you want to start with Norton, just remove it from your device, see if the issue occurs again. If it doesn't it could be Norton, if it does occur without Norton then you have to seek the problem elsewhere, like the steps SA suggested.

Remove only step 5 option two:
https://support.norton.com/sp/en/us/home/current/solutions/v60392881

Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 27-set-2023 | 7:52AM · Link permanente

Awesome. Please let us know how the testing goes. I know its intrusive but it works. I'm betting on your video / docking station causing all or part of the issue. As Nathan posted you can remove Norton, however, keep in mind that if you are using Zoom you won't be with the protection Norton gives during that time. Windows Defender SHOULD keep you protected until you can test. We are here to help going forward.

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions
Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 03-out-2023 | 8:28PM · Link permanente

Hi, so, I created a second Zoom account and started a meeting on my phone and joined it from my laptop with the old Zoom account. I disabled Norton Security Auto-Protect and tested it twice, running two 40-minute Zoom meetings with a half-hour between each. The computer did not crash. 

I will say I thought maybe my old HP monitor might have been the problem, since it behaves a little funny with Windows 11. If I unplug the laptop from the dock, or if I close the lid, when I hook things back up my setup goes from "Extend the desktop" to "Show only on 2," which is the external HP monitor. Plugable, the dock manufacturer, looked at my log files and thought it might be a problem with the old HP monitor, which came with an old Windows Vista tower. Anyway, so I bought a new monitor (for that and other reasons), and ran a Zoom meeting with it just before the test I mentioned above, and after 5 minutes the computer crashed. 

So the problem appears to be Norton Security. Next step? 

Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 04-out-2023 | 8:08AM · Link permanente

I would remove only and re-install

Remove only step 5 option two:
https://support.norton.com/sp/en/us/home/current/solutions/v60392881

Let us know how it goes

Kudos0

Re: DPC_WATCHDOG BSOD when using Zoom traced to PROCESS_NAME: NortonSecurity.exe

Postado: 13-out-2023 | 6:44PM · Link permanente

@doonser What specific model is your docking station? I ask more so for the issue of your model using Silicon Motion Drivers and Software which are available here: https://plugable.com/pages/siliconmotion

If your model is one of the two mentioned in the article below is it using the latest firmware?

https://plugable.com/pages/device-firmware-updates

I also believe allowing the computer to sleep/hibernate is a major part of the issue and is related to wakeup on the dock itself. Related?

https://support.plugable.com/t/dual-external-monitors-reverts-to-one-mon...

SA

MS Certified Professional : Windows 11 Home/Pro 22H2 x 64 build 22621.2715 / Windows 10 Pro x 64 version 22H2 / build 19045.3693 / Norton Security Ultra - Norton 360 Deluxe ver. 22.23.10.10 / Opera GX LVL5 (core: 104.0.4944.70) 64 bit-Early Access w/Norton Chrome Extensions

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