Question/Issue:
Available Translations:
Document ID: 2002071208532048
You install Symantec AntiVirus on a computer that runs Windows 2003/XP/2000/NT. After the installation, the computer unexpectedly restarts or encounters a blue screen with a STOP message similar to the following:
STOP 0x0000007f (0x00000008, 0x00000000, 0x00000000, 0x00000000)
UNEXPECTED_KERNEL_MODE_TRAP
You may see the following message in the Event Log: "Event ID: 1005. Source: SAVRT: Symantec AntiVirus Auto-Protect could not scan file
Solution:
This problem occurs because there is a limited amount of kernel space available for kernel drivers. If the operating system runs out of kernel space, then the computer displays a blue screen error message.
To fix this problem, do all of the procedures and all of the steps within each procedure. Do the procedures and steps in the order in which they appear.
Windows 2000 hotfix
Microsoft released a hotfix to fix this problem on computers that run Windows 2000.
For details, read the Microsoft Knowledge Base document You receive a "0x0000007F" stop error on a Windows 2000-based computer (838804).
Older Intel drivers
If you use Symantec AntiVirus 9.x, this may be caused by an older version of the Intel® Application Accelerator driver, Intelata.sys. To update the driver, read the Intel Application Accelerator page on the Intel Web site.
WARNING: Do not install an Application Accelerator driver unless the Intelata.sys driver already exists on your computer. Also, make sure that you install the correct version for your chipset. To verify this, read the Intel page Which ATA/SATA Drivers Work with My Chipset?
Windows 2000 kernel space
The limit is 12 KB for kernel drivers.
Windows 2000 running NTFS
Windows 2000 running NTFS examines the available kernel stack before processing an I/O request. If NTFS determines that there is insufficient stack space, then an exception error results. If there is not enough stack space for processing the exception, then a stack overflow occurs and the system double-faults, resulting in a blue screen with a STOP message.
Symantec File System Realtime Protection or Auto-Protect
When Symantec AntiVirus File System Realtime Protection or Auto-Protect examines a file for viruses, it requests file access from the corresponding file system. These requests for file IO can add to kernel stack consumption.
To prevent File System Realtime Protection or Auto-Protect from using additional kernel stack in a low stack situation, an internal configuration value named KStackMinFree was added and is configurable through the Windows registry.
The KStackMinFree registry value
The KStackMinFree registry value specifies a minimum amount of kernel stack that must be free for File System Realtime Protection or Auto-Protect to request file IO from the file system. If the KStackMinFree value is present in the registry, then File System Realtime Protection or Auto-Protect calculates the amount of available stack space before doing any file IO. If the available kernel stack is less than the value in the registry, then File System Realtime Protection or Auto-Protect will not do any IO and will not scan the file.
Note: File System Realtime Protection or Auto-Protect only skips files that are accessed by trusted kernel components (Ring 0). If files are accessed by user mode components (non-Ring 0), then File System Realtime Protection or Auto-Protect examines the files for viruses.
Adding the KStackMinFree value is a two-step process
If the problem persists, restart the computer. After you restart the computer, confirm that the changes that you made to the KStackMinFree value are still present.
WARNING: We strongly recommend that you back up the registry before making any changes. Incorrect changes to the registry could result in permanent data loss or damaged files. Modify only the keys that are specified. See the documents How to back up the Windows registry and How to use the Windows Registry editor before proceeding.
To modify the registry by adding the KStackMinFree value in Symantec AntiVirus 9.x or later
Windows 2003/XP/2000 users can automatically create the KStackMinFree value at 2200 by downloading and importing the attached SAVCE9_KStackMinFree.reg file.
HKEY_LOCAL_MACHINE\SOFTWARE\INTEL\LANDesk\VirusProtect6\CurrentVersion\Storages\Filesystem\RealTimeScan
( 64-bit machine will be HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\INTEL\LANDesk\VirusProtect6\CurrentVersion\Storages\Filesystem\RealTimeScan)
If the problem persists, restart the computer. After you restart the computer, confirm that the changes that you made to the KStackMinFree value are still present.
To modify the registry by adding the KStackMinFree value in Symantec AntiVirus 8.x
Windows 2003/XP/2000 users can automatically create the KStackMinFree value at 2200 by downloading and importing the SAVCE8_KStackMinFree.reg file.
HKEY_LOCAL_MACHINE\SOFTWARE\Symantec\Norton AntiVirus NT\Auto-Protect\InternalSettings
If the problem persists, restart the computer. After you restart the computer, confirm that the changes that you made to the KStackMinFree value are still present.
To restart the Symantec AntiVirus service
The service name varies depending on the Symantec product that is installed, but will be one of the following:
Changes to the KStackMinFree value take should effect after the service is restarted.
Recommended size for the KStackMinFree value
Symantec recommends a range between 8.0 KB and 8.5 KB (Hex 2000-2200), though each environment is different and it may take some experimenting to find the right value. Other possible values are defined in the following chart.
Required minimum available kernel memory Hex value 5.0 KB 0x1400 5.5 KB 0x1600 6.0 KB 0x1800 6.5 KB 0x1a00 7.0 KB 0x1c00 7.5 KB 0x1e00 8.0 KB 0x2000 8.5 KB (recommended) 0x2200 9.0 KB 0x2400
Notes:
If the problem persists in Symantec AntiVirus 9.x or later, you can change the Auto-Protect Startup option to work around the problem.
To change the Auto-Protect Startup option to Symantec AntiVirus start
Note: This scenario provides slightly less protection because Auto-Protect loads later during the startup process. Use your best judgement to determine if this setting is appropriate for your environment.
References:
For more information, read the following Microsoft Knowledge Base articles:
822789, You Receive a "Stop 0x0000007F" Error Message or Your Computer Unexpectedly Restarts
137539, General Causes of STOP 0x0000007F Errors
276069, "STOP 0x0000007F" on Windows 2000 with InoculateIT Enterprise Edition Installed
303268, "STOP 0x0000007F" on Windows 2000 Using Veritas Netbackup with Open File Manager Software
317214, Terminal Server Unexpectedly Restarts or You Receive STOP Error 0x0000007F
300225, "Stop 0x0000007f" Error Message May Be Displayed When the WQuinn QuotaAdvisor 4.1 Program Is Installed
835281, You receive a "STOP 0x0000007F" error message and your Windows 2000-based computer restarts
Last Modified: 11/24/2009
Date Created: 07/12/2002
Operating System(s): Citrix MetaFrame 1.8, Windows 2000, Windows 2000 Terminal Server, Windows NT 4.0, Windows XP, Windows NT 4.0 SP6a, Windows 2000 Professional, Windows XP Home, Windows XP Professional Edition, Windows Server 2003 32-bit Edition, Windows NT 4.0 Server
Product(s): Symantec AntiVirus Corporate Edition 10.0, Symantec AntiVirus Corporate Edition 8.0, Symantec AntiVirus Corporate Edition 9.0, Symantec Client Security 3.0
Release(s): SAV 10.0 [All Releases], SAV 8.0 [All Releases], SAV 9.0 [All Releases], Symantec Client Security 3.x [All versions]
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