You receive a "Stop error code 0x0000007F" (UNEXPECTED_KERNEL_MODE_TRAP) error message and your Windows 2000-based computer restarts

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Article ID: 835281 - View products that this article applies to.
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SYMPTOMS

When you run Symantec AntiVirus Corporate Edition 8.0 and NSI Software's Double-Take on a Microsoft Windows 2000 Server-based computer, you may experience one or both of the following symptoms:
  • You receive an error message that is similar to the following:
    STOP 0x0000007F (0x00000008, 0x00000000, 0x00000000, 0x00000000)
    (UNEXPECTED_KERNEL_MODE_TRAP)
  • Your computer unexpectedly restarts.
Other versions of Symantec AntiVirus may also generate these symptoms.

CAUSE

When a thread executes, Windows 2000 allocates 12 KB of kernel stack space for that thread. When the demand for stack space is greater than the available stack space, a Stop 0x0000007f error occurs, and your computer may restart.

RESOLUTION

Because other conditions can cause a Stop 0x0000007f error, verify that the problem stems from a kernel stack overflow condition. To do this, obtain a kernel memory dump file from the computer.

In order for this hotfix to work, you must also apply an update to NSI Software's Double-Take. This update calls the IoCreateFileSpecifyDeviceObjectHint function. This function gives a filter driver the option to stop recursively calling the NTFS file system on the same stack. To obtain this update, contact NSI, and then ask for hotfix HF28130.

The stack space limit still exists in Microsoft Windows XP and Microsoft Windows Server 2003. However, the IoCreateFileSpecifyDeviceObjectHint function is in the kernel of both of these operating systems. If you use filter drivers to implement the function in these operating systems, you can conserve stack space.

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 this specific problem.

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, submit a request to 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=support
Note 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

No prerequisites are required.

Restart requirement

You must restart your computer after you apply this hotfix.

Hotfix replacement information

This hotfix does not replace any other hotfixes.

File information

The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.
   Date         Time   Version            Size    File name
   --------------------------------------------------------------
   10-Feb-2004  19:47  5.0.2195.6897      30,160  Mountmgr.sys
   30-Apr-2004  02:35  5.0.2195.6927   1,701,312  Ntkrnlmp.exe     
   30-Apr-2004  02:35  5.0.2195.6927   1,700,992  Ntkrnlpa.exe     
   30-Apr-2004  02:35  5.0.2195.6927   1,722,624  Ntkrpamp.exe     
   30-Apr-2004  02:35  5.0.2195.6927   1,678,144  Ntoskrnl.exe 
   30-Apr-2004  02:35  5.4.15.0            6,656  Spmsg.dll


For additional information about this problem, click the following article number to view the article in the Microsoft Knowledge Base:
822789 You receive a "Stop 0x0000007F" error message or your computer unexpectedly restarts
If you implement the solution that is described in Microsoft Knowledge Base article 822789, the Symantec AntiVirus Navap.sys component will check for a specified amount of free kernel stack space before the component proceeds. If the amount of free kernel stack space is less than that specified by the KStackMinFree registry value that is described in Knowledge Base article 822789, the Navap.sys component will defer its work.

If you have already implemented the solution that is discussed in Knowledge Base article 822789, and you still experience kernel stack overflow problems, apply this hotfix with the NSI update. If you have implemented the solution and have not experienced kernel stack overflow problems since then, you may want to apply this hotfix and then reduce the amount of kernel stack space that is specified by the KStackMinFree registry value. In this scenario, the Navap.sys component requires the lower amount of kernel stack space and may be able to run more frequently.

STATUS

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

REFERENCES

For additional information, click the following article numbers to view the articles in the Microsoft Knowledge Base:
816915 New file naming schema for Microsoft Windows software update packages
824684 Description of the standard terminology that is used to describe Microsoft software updates
838804 You receive a "0x0000007F" stop error on a Windows 2000-based computer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.

Properties

Article ID: 835281 - Last Review: January 16, 2012 - Revision: 4.0
APPLIES TO
  • Microsoft Windows 2000 Server
  • Microsoft Windows 2000 Advanced Server
Keywords: 
kbautohotfix kbhotfixserver kbqfe kbbug kbfix kbwin2000presp5fix KB835281

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