#1847 unexpected reboot caused by Kaspersky


  • Rejected

    , last edited by Jarvis

    Real PC:

    Windows 10 x64 18362.449

    KIS 21.0.29.1036 app+drv ver. on

    Standard Browser: Firefox

    Reproduction steps:

    1. I opened the KTS GUI
    2. i clicked on the safe money tab
    3. i tried to open paypal.com in the safe browser
    4. my PC turned off and rebooted

    Happens occasionally this way, meaning when i try to open the safe money browser this way.

    Also happened several other times where i cant/couldnt pinpoint the trigger.

    I only can pinpoint the cause to Kaspersky drivers but i dont know which ones.

    The number of unexpected reboots onces increased to every ca10 min after i manually turned on driver verifier for all the Kaspersky drivers.

    Actual result:

    PC/Windows 10 crashed and rebooted

    Expected Result:

    no PC crash

    System Settings

    Operating system: Win 10, x64

    System: Intel Core i7 4770 @ 3.4GHZ, 12,0GB RAM, NVIDIA Geforce GTX 1060 6GB, Harddisk 1TB

    Product: KIS

    Product Version: 21.0.29.1036

    Language: de-DE

    Product Logs: https://cloud.qainfo.ru/s/mSATgXJhiOm8sUE

  • Hello, we need some more tests of this problem. Please turn on traces, restart KTS and try next steps, if you have possibility:

    1)In KTS go to Settings -> Additional -> Additional protection and management tools -> turn off "protection with virtualization"

    and try to repeat bug. Describe result and save traces, if bug repeated.

    2)Open CMD from directory of KIS and complit command: avp.com start Scan_critical_areas; check, do crash happened after it. (no need to start safe browser in this case)

  • @egor-pokrovsky

    Hi egor,

    First attempts had no luck in reproducing the issue. Main problem, the stability of the Software highly increased over the last days, i have way less problems so its way harder to reproduce problems which where easy to reproduce in the beginning. But i had the unexpected reboot yesterday so i will keep trying to reproduce the issue. Until then...

  • @helios_07 Thanks! Tell us if problem will not repeat with turned off "protection with virtualization", after some tests. It will be useful information. 

  • @egor-pokrovsky

    You seem to be correct, hardware virtualization seems to be the cause.

    I played around for a while with it turned off and the safe browser worked fine.

    After i turned it back on and played with the safe browser i had a reboot within minutes.

    Also Scan_critical_areas is an unknown command as far as i can tell, does it matter which scan?

    And do you need more traces?

  • @helios_07 Thanks for tests! No need for traces for now, i pass this information to developers.

  • @helios_07, hello! 

    can you please reproduce problem with some special steps? 

    1) replace your klhk.sys file with this one Link

    2) in registry in Local Machine\SYSTEM\ControlSet001\Services\klhk\Parameters set UseHvm=1 

    problem should be solved

  • , last edited by Helios_07

    @dmitriy-pisarets

    A quick test showed no unexpected reboot within the usual timeframe, so i think youre correct and the problem is solved.

    But i dont have this option in registry so i used the gui.

    I will continue testing.

    EDIT: just had another unexptected reboot so not fixed as far as i can tell.

    I will test with the new beta version see how it is going there.

  • , last edited by Helios_07

    KTS 21.0.33.1168 app+drv ver. on

    klhk.sys 20.3.52.0

    @dmitriy-pisarets

    Turned on traces,

    used the computer for about 20 min

    started safe browser (Firefox)

    10 sec later i had an unexpected reboot

    As far as i can tell the new driver improves the stability a little but still has reproducable unexpected reboots.

    Traces: https://cloud.qainfo.ru/s/CxbLMuWKybMeFvm 

  • @helios_07 hello! can you, please retry it with new version ? (https://cloud.qainfo.ru/s/xY9VEMp03MBjjSW)

  • @dmitriy-pisarets

    Hi dmitriy,

    The initial test looks very good, no unexpected reboot while using the safe browser(Firefox) for around 2h with hardware virtualisation enabled, which far exceeds the usual timeframes. 

    From my point you can put the bug on probably fixed, i will continue testing to be sure and report back around next week, if thats ok with you guys at Kaspersky!?

  • @helios_07 thank you! i'll provide your answer to developers, they will do fix and bug will be closed

  • Duplicate


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