Boxcryptor - Windows 8.1 (Pro) PNP_Detected_Fatal_Error (Bluescreen)

meetdaleet

Dear Boxcryptor Community,

since a few days i get a bluescreen after booting and logging in to boxcryptor.

If i'm not logging to boxcryptor the system runs as stable as always.

What may i check out to fix this issue?

Kind regards,
meet

Robert

Hello,

It would be great if you could send us dump files of the crashes which are created by Windows in case of a Bluescreen. They are located in C:\Windows\Minidump. Please send them to support@boxcryptor.com.

Please also include more information about your system. Here's a guide how you can provide it:
https://support.boxcryptor.com/display/BCWINEN/How+to+collect+additional+system+information

Best regards,
Robert

rwl

I get the same error and have been waiting for response have sent in several files and will forward the system info. I can get this work on other computers just not the one I need it to run on right now! :(

aspen

I too am experiencing this same issue.

Awaiting earliest reply please - forced to completely remove Boxcryptor to restore operation of daily workstation.

If my memory serves me, seemed to appear after installation of a recent Windows Update.

CM810

Ich habe das selbe Problem - I have the same problem!

Nutze Windows 8.1
Laut Minidump liegt es daran: ntoskrnl.exe

Robert

Just a short question: Does anybody of you have a Symantec / Norton product installed?

CM810

Yes, I have.

CM810

Oh great, I uninstalled Norton Internet Security 2015 and installed Boxcryptor again. Now it works. But I don't want to buy a new Security Program...

CM810

With Norton Internet Security 2014 there is no problem.

rwl

Deleting Norton worked for me as well. Now to figure out the antivirus issue.

meetdaleet

While Norton Security "Auto Protect" is deactivated, i can use/open boxcryptor successfully.

I'll open a ticket on norton support.

meetdaleet

Update:

Quote from Norton Support Chat: "Thanks. I see that you are using Norton Security. We are aware that there is a blue screen issue seen when Norton Security is installed along with certain encryption software such as Boxcrypt. We are currently investigating this issue and currently testing a fix for this."

....

"I have checked an update to this issue and the patch is likely to be released in the next few days. But there is no date available at the moment."

Let's hope that this "few days" will be asap.

Kind Regards
meet

rwl

Thanks meetdaleet. Great news thanks and for the initiative with Norton. rwl

rwl

No problems running Panda Antivirus in the interim.

aspen

Any update on this guys?

rwl

I chatted with Norton this AM. The support person didn't seem to know about the issue and noted it. I did not get a "warm and fuzzy" about the response. That said they did say there would be follow-up. Will post if I get anything.

aspen

Cheers rwl!

Robert

Hello together,

here's an update on this issue from our side. I can confirm this BSOD and also that it is not caused by Boxcryptor but due to a bug in Norton/Symantec Security 2015's SRTSP64.SYS driver which gets triggered when the Boxcryptor drive has been mounted. There's really not much we can do about this problem as it has to be fixed by Norton. If you are experiencing this problem, please contact Norton support so that they fix their software.

That said, there's a workaround for Windows 8 (and above) users: If the Boxcryptor drive is mounted for all users and in Windows Mount Manager, the bug is not triggered in Norton's driver and the BSOD does not appear. A short guide how to enable these mount options can be found here under "I have Norton Security 2015 installed and have problems with Boxcryptor":

https://support.boxcryptor.com/display/BCWINEN/Boxcryptor+for+Windows+-+Manual

[A more technical explanation for anybody interested: By default Boxcryptor creates a non-PnP virtual disk and the SRTSP64.sys driver sends a PnP request to the disk after it has been mounted. This request is being answered with "STATUS_INVALID_DEVICE_REQUEST" by our CBFS driver as non-PnP disks do not support PnP requests. It could be that the SRTSP64.sys driver does not correctly check the result and then crashes. The workaround causes Boxcryptor to mount the disk as a PnP virtual disk (instead of non-PnP) and then SRTSP64.sys does not crash.]

Best regards,
Robert

meetdaleet

Thanks Robert!

It functions flawlessly!

Is there any negative effect which can be produced by this "workaround"?

Kind Regards,
meet

Robert

Hi,

The main effect of a PnP device is that it behaves more like a real removable device (and thus e.g. "AutoPlay" is executed on mount) which might be confusing - and of course that the Boxcryptor drive is visible for all users on the computer.

Best regards,
Robert