unexpected reboot caused by Kaspersky
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<p>Hello, we need some more tests of this problem. Please turn on traces, restart KTS and try next steps, if you have possibility:</p>
<p>1)In KTS go to Settings -> Additional -> Additional protection and management tools -> turn off "protection with virtualization"</p>
<p>and try to repeat bug. Describe result and save traces, if bug repeated.</p>
<p>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)</p><p>@egor-pokrovsky</p>
<p>Hi egor,</p>
<p>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...</p> -
<p>@egor-pokrovsky</p>
<p>Hi egor,</p>
<p>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...</p><p>@helios_07 Thanks! Tell us if problem will not repeat with turned off "<span>protection with virtualization", after some tests. It will be useful information. </span></p>
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<p>@helios_07 Thanks! Tell us if problem will not repeat with turned off "<span>protection with virtualization", after some tests. It will be useful information. </span></p>
<p>@egor-pokrovsky</p>
<p>You seem to be correct, hardware virtualization seems to be the cause.</p>
<p>I played around for a while with it turned off and the safe browser worked fine.</p>
<p>After i turned it back on and played with the safe browser i had a reboot within minutes.</p>
<p></p>
<p>Also <span>Scan_critical_areas is an unknown command as far as i can tell, does it matter which scan?</span></p>
<p><span>And do you need more traces?</span></p> -
<p>@egor-pokrovsky</p>
<p>You seem to be correct, hardware virtualization seems to be the cause.</p>
<p>I played around for a while with it turned off and the safe browser worked fine.</p>
<p>After i turned it back on and played with the safe browser i had a reboot within minutes.</p>
<p></p>
<p>Also <span>Scan_critical_areas is an unknown command as far as i can tell, does it matter which scan?</span></p>
<p><span>And do you need more traces?</span></p><p>@helios_07 Thanks for tests! No need for traces for now, i pass this information to developers.</p>
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<p><strong>Real PC:</strong></p>
<p><strong>Windows 10 x64 18362.449</strong></p>
<p><strong>KIS 21.0.29.1036 app+drv ver. on</strong></p>
<p><strong>Standard Browser: Firefox</strong></p>
<p><strong>Reproduction steps:</strong></p>
<ol>
<li><span></span>I opened the KTS GUI</li>
<li>i clicked on the safe money tab</li>
<li>i tried to open paypal.com in the safe browser</li>
<li>my PC turned off and rebooted</li>
</ol>
<p>Happens occasionally this way, meaning when i try to open the safe money browser this way.</p>
<p>Also happened several other times where i cant/couldnt pinpoint the trigger.</p>
<p>I only can pinpoint the cause to Kaspersky drivers but i dont know which ones.</p>
<p>The number of unexpected reboots onces increased to every ca10 min after i manually turned on driver verifier for all the Kaspersky drivers.</p>
<p><strong>Actual result:</strong></p>
<p><span></span>PC/Windows 10 crashed and rebooted</p>
<p><strong>Expected Result:</strong></p>
<p><span></span>no PC crash</p><p>@helios_07, hello! </p>
<p>can you please reproduce problem with some special steps? </p>
<p>1) replace your klhk.sys file with this one <a href="https://cloud.qainfo.ru/s/fQNrJejoQ13ZmM0" target="_blank" rel="noopener">Link</a></p>
<p>2) in registry in Local Machine<span>\SYSTEM\ControlSet001\Services\klhk\Parameters set UseHvm=1 </span></p>
<p><span>problem should be solved</span></p> -
<p>@helios_07, hello! </p>
<p>can you please reproduce problem with some special steps? </p>
<p>1) replace your klhk.sys file with this one <a href="https://cloud.qainfo.ru/s/fQNrJejoQ13ZmM0" target="_blank" rel="noopener">Link</a></p>
<p>2) in registry in Local Machine<span>\SYSTEM\ControlSet001\Services\klhk\Parameters set UseHvm=1 </span></p>
<p><span>problem should be solved</span></p><p>@dmitriy-pisarets</p>
<p><span style="text-decoration: line-through;">A quick test showed no unexpected reboot within the usual timeframe, so i think youre correct and the problem is solved.</span></p>
<p>But i dont have this option in registry so i used the gui.</p>
<p>I will continue testing.</p>
<p>EDIT: just had another unexptected reboot so not fixed as far as i can tell.</p>
<p>I will test with the new beta version see how it is going there.</p> -
<p>@helios_07, hello! </p>
<p>can you please reproduce problem with some special steps? </p>
<p>1) replace your klhk.sys file with this one <a href="https://cloud.qainfo.ru/s/fQNrJejoQ13ZmM0" target="_blank" rel="noopener">Link</a></p>
<p>2) in registry in Local Machine<span>\SYSTEM\ControlSet001\Services\klhk\Parameters set UseHvm=1 </span></p>
<p><span>problem should be solved</span></p><p><strong>KTS 21.0.33.1168 app+drv ver. on</strong></p>
<p><strong>klhk.sys 20.3.52.0</strong></p>
<p>@dmitriy-pisarets</p>
<p>Turned on traces,</p>
<p>used the computer for about 20 min</p>
<p>started safe browser (Firefox)</p>
<p>10 sec later i had an unexpected reboot</p>
<p></p>
<p>As far as i can tell the new driver improves the stability a little but still has reproducable unexpected reboots.</p>
<p>Traces: https://cloud.qainfo.ru/s/CxbLMuWKybMeFvm </p> -
<p><strong>KTS 21.0.33.1168 app+drv ver. on</strong></p>
<p><strong>klhk.sys 20.3.52.0</strong></p>
<p>@dmitriy-pisarets</p>
<p>Turned on traces,</p>
<p>used the computer for about 20 min</p>
<p>started safe browser (Firefox)</p>
<p>10 sec later i had an unexpected reboot</p>
<p></p>
<p>As far as i can tell the new driver improves the stability a little but still has reproducable unexpected reboots.</p>
<p>Traces: https://cloud.qainfo.ru/s/CxbLMuWKybMeFvm </p><p>@helios_07 hello! can you, please retry it with new version ? (https://cloud.qainfo.ru/s/xY9VEMp03MBjjSW)</p>
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<p>@helios_07 hello! can you, please retry it with new version ? (https://cloud.qainfo.ru/s/xY9VEMp03MBjjSW)</p>
<p>@dmitriy-pisarets</p>
<p>Hi dmitriy,</p>
<p>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. </p>
<p>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!?</p> -
<p>@dmitriy-pisarets</p>
<p>Hi dmitriy,</p>
<p>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. </p>
<p>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!?</p><p>@helios_07 thank you! i'll provide your answer to developers, they will do fix and bug will be closed</p>
<p></p>
