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Not sure if this is the right fix? We've added this issue to our memory dump diagnostic which can confirm.

Symptoms

On a computer that is running Windows 7 or Windows Server 2008 R2, the whole computer may stop responding. When this issue occurs, you have to forcibly restart the computer to recover from this issue.

Here is a sample scenario:

  • You install a Symantec antivirus application on a computer that is running Windows Server 2008 R2.

  • You run a backup application on the computer.

In this scenario, the computer stops responding.

Cause

This issue occurs because the Mountmgr.sys driver incorrectly maintains a global mutex. This behavior causes a deadlock situation in the Mountmgr.sys driver.

Resolution

Hotfix information

A supported hotfix is available from Microsoft. However, this hotfix is intended to correct only the problem that is described in this article. Apply this hotfix only to systems that are experiencing the problem described in this article. This hotfix might receive additional testing. Therefore, if you are not severely affected by this problem, we recommend that you wait for the next software update that contains this hotfix.

If the hotfix is available for download, there is a "Hotfix download available" section at the top of this Knowledge Base article. If this section does not appear, contact Microsoft Customer Service and Support to obtain the hotfix.

Note If additional issues occur or if any troubleshooting is required, you might have to create a separate service request. The usual support costs will apply to additional support questions and issues that do not qualify for this specific hotfix. For a complete list of Microsoft Customer Service and Support telephone numbers or to create a separate service request, visit the following Microsoft Web site:

http://support.microsoft.com/contactus/?ws=supportNote The "Hotfix download available" form displays the languages for which the hotfix is available. If you do not see your language, it is because a hotfix is not available for that language.

Prerequisites

To apply this hotfix, you must be running one of the following operating systems:

  • Windows 7

  • Windows 7 Service Pack 1 (SP1)

  • Windows Server 2008 R2

  • Windows Server 2008 R2 Service Pack 1 (SP1)

For more information about how to obtain a Windows 7 or Windows Server 2008 R2 service pack, click the following article number to view the article in the Microsoft Knowledge Base:

976932 Information about Service Pack 1 for Windows 7 and for Windows Server 2008 R2

Registry information

To use the hotfix in this package, you do not have to make any changes to the registry.

Restart requirement

You must restart the computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace a previously released hotfix.

File information

The global version of this hotfix installs files that have the attributes that are listed in the following tables. The dates and the times for these files are listed in Coordinated Universal Time (UTC). The dates and the times for these files on your local computer are displayed in your local time together with your current daylight saving time (DST) bias. Additionally, the dates and the times may change when you perform certain operations on the files.

Windows 7 and Windows Server 2008 R2 file information notes


Important Windows 7 hotfixes and Windows Server 2008 R2 hotfixes are included in the same packages. However, hotfixes on the Hotfix Request page are listed under both operating systems. To request the hotfix package that applies to one or both operating systems, select the hotfix that is listed under "Windows 7/Windows Server 2008 R2" on the page. Always refer to the "Applies To" section in articles to determine the actual operating system that each hotfix applies to.

  • The files that apply to a specific product, SR_Level (RTM, SPn), and service branch (LDR, GDR) can be identified by examining the file version numbers as shown in the following table.

    Version

    Product

    SR_Level

    Service branch

    6.1.760
    0.
    21xxx

    Windows 7 and Windows Server 2008 R2

    RTM

    LDR

    6.1.760
    1.
    21xxx

    Windows 7 and Windows Server 2008 R2

    SP1

    LDR

  • The MANIFEST files (.manifest) and the MUM files (.mum) that are installed for each environment are listed separately in the "Additional file information for Windows Server 2008 R2 and for Windows 7" section. MUM and MANIFEST files, and the associated security catalog (.cat) files, are extremely important to maintain the state of the updated components. The security catalog files, for which the attributes are not listed, are signed with a Microsoft digital signature.

For all supported x86-based versions of Windows 7

File name

File version

File size

Date

Time

Platform

Mountmgr.mof

Not applicable

1,708

10-Jun-2009

21:26

Not applicable

Mountmgr.sys

6.1.7600.21045

78,704

03-Sep-2011

09:39

x86

Msmmsp.dll

6.1.7600.21045

10,752

03-Sep-2011

09:39

x86

Mountmgr.mof

Not applicable

1,708

10-Jun-2009

21:26

Not applicable

Mountmgr.sys

6.1.7601.21810

78,704

03-Sep-2011

11:33

x86

Msmmsp.dll

6.1.7601.21810

10,752

03-Sep-2011

11:23

x86

For all supported x64-based versions of Windows 7 and of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Mountmgr.mof

Not applicable

1,708

10-Jun-2009

20:44

Not applicable

Mountmgr.sys

6.1.7600.21045

95,088

03-Sep-2011

10:28

x64

Msmmsp.dll

6.1.7600.21045

11,264

03-Sep-2011

10:26

x64

Mountmgr.mof

Not applicable

1,708

10-Jun-2009

20:44

Not applicable

Mountmgr.sys

6.1.7601.21810

95,088

03-Sep-2011

11:48

x64

Msmmsp.dll

6.1.7601.21810

11,264

03-Sep-2011

11:41

x64

For all supported IA-64–based versions of Windows Server 2008 R2

File name

File version

File size

Date

Time

Platform

Mountmgr.mof

Not applicable

1,708

10-Jun-2009

20:49

Not applicable

Mountmgr.sys

6.1.7600.21045

227,696

03-Sep-2011

09:24

IA-64

Msmmsp.dll

6.1.7600.21045

23,552

03-Sep-2011

09:23

IA-64

Mountmgr.mof

Not applicable

1,708

10-Jun-2009

20:49

Not applicable

Mountmgr.sys

6.1.7601.21810

227,696

03-Sep-2011

09:16

IA-64

Msmmsp.dll

6.1.7601.21810

23,552

03-Sep-2011

09:16

IA-64

Status

Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.

More Information

For more information about software update terminology, click the following article number to view the article in the Microsoft Knowledge Base:

824684 Description of the standard terminology that is used to describe Microsoft software updates

The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, about the performance or reliability of these products.

Additional file information

Additional file information for Windows 7 and for Windows Server 2008 R2

Additional files for all supported x86-based versions of Windows 7

File name

Update.mum

File version

Not applicable

File size

2,773

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

X86_dc1ba72d226d280dae46d78df5ff7ae2_31bf3856ad364e35_6.1.7601.21810_none_ab89bfdee4ea149f.manifest

File version

Not applicable

File size

705

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

X86_fb9a98e2a949f47f7ddb71a0ef3aaad6_31bf3856ad364e35_6.1.7600.21045_none_40471e9935c42728.manifest

File version

Not applicable

File size

705

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

X86_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7600.21045_none_f32339048156ae10.manifest

File version

Not applicable

File size

5,728

Date (UTC)

03-Sep-2011

Time (UTC)

10:16

Platform

Not applicable

File name

X86_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7601.21810_none_f5252e207e69115b.manifest

File version

Not applicable

File size

5,728

Date (UTC)

03-Sep-2011

Time (UTC)

12:21

Platform

Not applicable

Additional files for all supported x64-based versions of Windows 7 and of Windows Server 2008 R2

File name

Amd64_241ba6cc666e0cbdb0a249b041e8f2b4_31bf3856ad364e35_6.1.7601.21810_none_2594181fd6958e5a.manifest

File version

Not applicable

File size

709

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

Amd64_5a54ef2f1916445e031b413d5fda286d_31bf3856ad364e35_6.1.7600.21045_none_427c2ca196de5832.manifest

File version

Not applicable

File size

709

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

Amd64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7600.21045_none_4f41d48839b41f46.manifest

File version

Not applicable

File size

5,734

Date (UTC)

03-Sep-2011

Time (UTC)

11:19

Platform

Not applicable

File name

Amd64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7601.21810_none_5143c9a436c68291.manifest

File version

Not applicable

File size

5,734

Date (UTC)

03-Sep-2011

Time (UTC)

12:44

Platform

Not applicable

File name

Update.mum

File version

Not applicable

File size

3,215

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

Additional files for all supported IA-64–based versions of Windows Server 2008 R2

File name

Ia64_9a3be3155293827f667a34830eb6051c_31bf3856ad364e35_6.1.7600.21045_none_f62f46f570db2fc0.manifest

File version

Not applicable

File size

707

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

Ia64_bcf830ceef2083099bf2ad0b2e8f0bad_31bf3856ad364e35_6.1.7601.21810_none_573e1b92afe0ec53.manifest

File version

Not applicable

File size

707

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

File name

Ia64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7600.21045_none_f324dcfa8154b70c.manifest

File version

Not applicable

File size

5,731

Date (UTC)

03-Sep-2011

Time (UTC)

11:07

Platform

Not applicable

File name

Ia64_microsoft-windows-mountpointmanager_31bf3856ad364e35_6.1.7601.21810_none_f526d2167e671a57.manifest

File version

Not applicable

File size

5,731

Date (UTC)

03-Sep-2011

Time (UTC)

12:38

Platform

Not applicable

File name

Update.mum

File version

Not applicable

File size

2,168

Date (UTC)

03-Sep-2011

Time (UTC)

17:16

Platform

Not applicable

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