Search

All of Symantec All of Symantec Support Viruses & Risks Home & Home Office Small Business Enterprise Partners VERITAS

 

Situation:
You installed Norton AntiVirus 2004 on your workstations as a stand-alone program or as part of Norton SystemWorks or Norton Internet Security. When you restart the computer, you see the following error message, and then the computer restarts:

STOP: 0x0000007F UNEXPECTED_KERNEL_MODE_TRAP


Solution:
Symantec is investigating this problem. This document will be updated when new information becomes available or a solution is found.

Follow the instructions in the first three sections in the order that they appear to restart the computer and uninstall Norton AntiVirus. Then try the listed workarounds. If the workarounds do not fix the problem and you want to send information to Symantec Technical Support to help fix the problem, then continue to the section "To submit information to Symantec."

To restart the computer in Safe mode
Read How to start Windows 2000 in Safe mode for detailed instructions.

To disable the Norton AntiVirus low level drivers

1. On the Microsoft® Windows® desktop, right-click My Computer, and then click Properties.
2. In the System Properties dialog box, on the Hardware tab, under Device Manager, click Device Manager.
3. In the Device Manager window, on the View menu, click Show hidden devices.
4. Expand Non-Plug and Play Drivers.
5. Right-click SymEvnt, and then click Properties.
6. On the General tab, on the Device usage drop-down list, click Do not use this device (disable).
7. Click OK.
8. At the next prompt, click No.
9. Repeat steps 5 through 8 for the following entries:
   • SYMIDSCO
   • SYMLCBRD
   • SYMREDRV
   • SYMTDI
10. Restart the computer in Normal mode.
    If you see any error messages during start up, click OK or Yes until the computer starts. Go to the next section.

To uninstall Norton AntiVirus

1. On the Windows taskbar, click Start > Settings > Control Panel.
   If you do not see the Add/Remove Programs icon, click view all Control Panel options.
2. Double-click the Add/Remove Programs icon.
3. Click Norton AntiVirus 2004 (Symantec Corporation) or Norton AntiVirus 2004 Professional (Symantec Corporation).
   If Norton AntiVirus is installed as part of Norton SystemWorks or Norton Internet Security, then click Norton SystemWorks or Norton Internet Security.
4. Click Add/Remove, Change/Remove, Remove or Change (this varies with the operating system), and follow the prompts.
5. Restart the computer in Normal mode.
6. Try the workarounds that are described in the next section.

Possible workarounds
We have seen reports of this happening under Windows 2000 workstations that are running the Novell Client. This error has also been reported to be caused by a conflict with an older video driver.
To work around the problem

1. If the Novell Client is running, then change to Client for Microsoft Networks and then continue on to the next step.
   If Novell is not installed, then go to the next step.
2. Go to the Web site of the manufacturer of your graphics card, and download and install the latest video driver version.
   If you have the nVidia Gforce 2 graphics card, then go to nVidia driver Web site for the latest drivers and instructions on how to install them.
3. Download and install the latest Windows 2000 Service Pack.
4. Reinstall Norton AntiVirus, and then follow the steps in the next section to re-enable the Norton AntiVirus low-level drivers.

To re-enable the Norton AntiVirus low-level drivers

1. On the Windows desktop, right-click My Computer, and then click Properties.
2. In the System Properties dialog box, on the Hardware tab, under Device Manager, click Device Manager.
3. In the Device Manager window, on the View menu, click Show hidden devices.
4. Expand Non-Plug and Play Drivers.
5. Right-click SymEvnt, and then click Properties.
6. On the General tab, on the Device usage drop-down list, click Use this device (enable).
7. Click OK.
8. Click No at the next prompt.
9. Repeat steps 5 through 8 for the following entries:
   • SYMIDSCO
   • symlcbrd
   • SYMREDRV
   • SYMTDI
10. Restart the computer in Normal mode.

If you continue to have this problem, then repeat the steps in the first two sections of this document to uninstall Norton AntiVirus. If you want to submit information to Symantec to help fix this problem, then go on to the section "To submit information to Symantec."

To submit information to Symantec
Run the Symantec AutoFix Tool.

The Symantec Support Assistant automatically captures and sends the log files to a Symantec secure server so that the development team can analyze the information. After the Symantec AutoFix Tool gathers information about your system configuration, it presents you with the results. If you agree to send the information, click the Send button at the top of the form, and the information will be sent to a secure server.

This document will be updated as soon as more information is available. If the workaround does not fix the problem, then check this document frequently for new information.

Technical Information:
The Symantec AutoFix Tool
The AutoFix Tool is a diagnostic utility that you can download and run on your computer to assist finding and helping correct common support issues with Symantec products. The utility is a Windows program that uses ActiveX® technology to integrate with the Symantec Support Web site. Symantec product information found by the utility is sent securely to Symantec for analysis. No personal information is ever accessed. This utility is read-only, and no part of your system can be altered by it.

This process uses Secure Sockets Layer (SSL) encryption to transmit the collected product information data. SSL uses a private key to encrypt data transferred over the SSL connection. You can verify that your transmission is secure by looking for a closed padlock icon in the bottom (status) bar of your browser window or by verifying that the address of the displayed page begins with https.

 

Document ID: 2003091216370506
Last Modified: 04/03/2006
Date Created: 09/12/2003
Operating System(s): Windows 2000
Product(s): Norton AntiVirus 2004, Norton AntiVirus 2004 Professional

Site Index · Legal Notices · Privacy Policy · · Contact Us · Global Sites · License Agreements