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  8. unexpected reboot caused by Kaspersky

unexpected reboot caused by Kaspersky

Scheduled Pinned Locked Moved [2021] Crashes/Dumps/BSOD
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  • E Egor.Pokrovsky

    <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>

    H Offline
    H Offline
    Helios_07
    wrote on last edited by
    #3

    <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>

    PC:
    Windows 10 64-bit Version 20H2
    Build 19042.985
    Intel Core i10-10900K @ 3,7GHZ
    32,0 GB-RAM
    NVIDIA Geforce RTX 2080 TI 11GB
    KIS 21.4.8.292
    KPM 9.0.2.15298(o)
    Forum Signature from 25.May.2021

    E 1 Reply Last reply
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    • H Helios_07

      <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>

      E Offline
      E Offline
      Egor.Pokrovsky
      Kaspersky Lab
      wrote on last edited by
      #4

      <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>

      H 1 Reply Last reply
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      • E Egor.Pokrovsky

        <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>

        H Offline
        H Offline
        Helios_07
        wrote on last edited by
        #5

        <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>

        PC:
        Windows 10 64-bit Version 20H2
        Build 19042.985
        Intel Core i10-10900K @ 3,7GHZ
        32,0 GB-RAM
        NVIDIA Geforce RTX 2080 TI 11GB
        KIS 21.4.8.292
        KPM 9.0.2.15298(o)
        Forum Signature from 25.May.2021

        E 1 Reply Last reply
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        • H Helios_07

          <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>

          E Offline
          E Offline
          Egor.Pokrovsky
          Kaspersky Lab
          wrote on last edited by
          #6

          <p>@helios_07 Thanks for tests! No need for traces for now, i pass this information to developers.</p>

          1 Reply Last reply
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          • H Helios_07

            <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>

            D Offline
            D Offline
            Dmitriy.Pisarets
            Kaspersky Lab
            wrote on last edited by
            #7

            <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>

            H 2 Replies Last reply
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            • D Dmitriy.Pisarets

              <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>

              H Offline
              H Offline
              Helios_07
              wrote on last edited by Helios_07
              #8

              <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>

              PC:
              Windows 10 64-bit Version 20H2
              Build 19042.985
              Intel Core i10-10900K @ 3,7GHZ
              32,0 GB-RAM
              NVIDIA Geforce RTX 2080 TI 11GB
              KIS 21.4.8.292
              KPM 9.0.2.15298(o)
              Forum Signature from 25.May.2021

              1 Reply Last reply
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              • D Dmitriy.Pisarets

                <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>

                H Offline
                H Offline
                Helios_07
                wrote on last edited by Helios_07
                #9

                <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&nbsp;</p>

                PC:
                Windows 10 64-bit Version 20H2
                Build 19042.985
                Intel Core i10-10900K @ 3,7GHZ
                32,0 GB-RAM
                NVIDIA Geforce RTX 2080 TI 11GB
                KIS 21.4.8.292
                KPM 9.0.2.15298(o)
                Forum Signature from 25.May.2021

                D 1 Reply Last reply
                0
                • H Helios_07

                  <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&nbsp;</p>

                  D Offline
                  D Offline
                  Dmitriy.Pisarets
                  Kaspersky Lab
                  wrote on last edited by
                  #10

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

                  H 1 Reply Last reply
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                  • D Dmitriy.Pisarets

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

                    H Offline
                    H Offline
                    Helios_07
                    wrote on last edited by
                    #11

                    <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>

                    PC:
                    Windows 10 64-bit Version 20H2
                    Build 19042.985
                    Intel Core i10-10900K @ 3,7GHZ
                    32,0 GB-RAM
                    NVIDIA Geforce RTX 2080 TI 11GB
                    KIS 21.4.8.292
                    KPM 9.0.2.15298(o)
                    Forum Signature from 25.May.2021

                    D 1 Reply Last reply
                    0
                    • H Helios_07

                      <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>

                      D Offline
                      D Offline
                      Dmitriy.Pisarets
                      Kaspersky Lab
                      wrote on last edited by
                      #12

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

                      1 Reply Last reply
                      0
                      • JarvisJ Offline
                        JarvisJ Offline
                        Jarvis
                        wrote on last edited by
                        #13

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