BSOD on Reboot - AMPPAL.sys / SEP, error 0x0000007E

vikkid · 09 Feb 2014

Hi there

We started receiving BSODs on a particular model of Laptop (Lenovo Thinkpad T420), which was reported to us, after we sent out updates for SEP 12.1.4013.4013, from the SEP Console.

We have checked out a few forums and details about the situation we are in but nothing is close to ours.

According to Symantec its a hardware related issue, and they had suggested us that we require to remove SEP, Update all system drivers, and then reinstall the latest version of SEP, As Suggested by Symantec Tech Support : Bluetooth Driver is the culprit but we are unable to find any of the drivers that they have mentioned in the list of details they provided us with.

1. We are un successful in uninstalling the SEP itself
2. Upgrading drivers were successful but SEP still has remains and once installed again (over writing existing) it rolls back the installations on restarts.
3. Attaching BSOD Details and screen shot of the error

All responses will be appreciated, regarding this issue.

Thanks

(Please note : we have tried CleanWipe option using the application provided by Symantec Tech Support to us, unfortunately didnt do a clean wipe)

Golden · 09 Feb 2014

Code:

*******************************************************************************
*                                                                             *
*                        Bugcheck Analysis                                    *
*                                                                             *
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Use !analyze -v to get detailed debugging information.

BugCheck 1000007E, {ffffffffc0000005, fffff88005182443, fffff88003b92f88, fffff88003b927e0}

Probably caused by : AMPPAL.sys ( AMPPAL+18443 )

Followup: MachineOwner
---------

Driver Reference Table - amppal.sys

Follow the link above to see if you can locate an updated driver for the BlueTooth driver.

Code:

fffff880`03b93928  fffff880`0461dc92Unable to load image \SystemRoot\system32\DRIVERS\rtl8192Ce.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for rtl8192Ce.sys
*** ERROR: Module load completed but symbols could not be loaded for rtl8192Ce.sys
 rtl8192Ce+0x1ac92

Driver Reference Table - rtl8192Ce.sys

Update your Realtek wifi driver

Code:

fffff880`03b92718  fffff880`03600000Unable to load image \SystemRoot\system32\DRIVERS\Teefer.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for Teefer.sys
*** ERROR: Module load completed but symbols could not be loaded for Teefer.sys
 Teefer

Driver Reference Table - Teefer.sys

WinDBG has some issues with the Symantec Firewall - see if the other fixes work for you if you want to continue using SEP.

Code:

fffff880`03b92460  fffff880`059bf200Unable to load image \??\C:\ProgramData\Symantec\Symantec Endpoint Protection\12.1.4013.4013.105\Data\Definitions\BASHDefs\20140121.011\BHDrvx64.sys, Win32 error 0n2
*** WARNING: Unable to verify timestamp for BHDrvx64.sys
*** ERROR: Module load completed but symbols could not be loaded for BHDrvx64.sys
 BHDrvx64+0x15a200

Unfortunately Symantec is a know cause of BSOD's....if you can't get this fixed, you will have to consider not using it.

vikkid · 09 Feb 2014

Hi Golden,

We have noticed that this issue is fixed by using a newly imaged hard drive with all the latest updates applied, and the conflict doesn't arise but for existing systems its still a problem.

Thanks for the details

Golden · 09 Feb 2014

Good. Can you update the existing installation? Which updates did you apply?

vikkid · 09 Feb 2014

Golden said:

Good. Can you update the existing installation? Which updates did you apply?

On updating the existing faulty system with the drivers, we are unable to upgrade SEP to the latest version, so for now we are stuck with transferring users data onto a new hard drive (newly imaged with updated set of drivers from lenovo itself) for the drivers mentioned.

Golden · 09 Feb 2014

The bluetooth and wifi drivers?

vikkid · 09 Feb 2014

Yes the bluetooth and wireless drivers once updated to the latest we don't see the name / details of AMPPAL.sys - / Intel Centrino Wireless Drivers in the newly updated image.

Golden · 09 Feb 2014

Good news