Blue Screen of Death (BSOD) with Global VPN Client (GVC)

10/14/2021 22 People found this article helpful 485,960 Views

Description

Resolution

Resolution for SonicOS 6.5

This release includes significant user interface changes and many new features that are different from the SonicOS 6.2 and earlier firmware. The below resolution is for customers using SonicOS 6.5 firmware.

RESOLUTION 1: Network Adapter Card drivers
Check if you are using the latest driver for each Network Adapter card installed on your computer. If it is not, then you have to first upgrade to this latest version of the driver and then run SonicWall GVC again.

RESOLUTION 2: Trend Micro firewall
If you have installed this client based firewall, then check to make sure it is the latest version from the Vendor Website. If it is and you are still getting Blue screen, then disable the Trend Micro Common firewall driver binding from the properties of the Virtual adapter.

On Vista, go to Start | Control Panel | Network and Internet | View network status and tasks | Manage network connections. Select SonicWall Virtual adapter and right-click to select properties and then disable Trend Micro Common firewall driver binding.

RESOLUTION 3: Known Centrino Issue

There is a known issue between older Centrino-based laptops (originating in 2003) and VPN software. Check your laptop model to see if it is Centrino based. You may want to use a search engine or contact the manufacturer's technical support team for assistance. If your laptop model is Centrino based, check to see if this problem is inherent in your particular laptop model.

Ensure the latest drivers are installed and the adaptive-switching utility in the Centrino PROSet is turned off. Adaptive-switching controls automatic switching between LAN and Wireless interfaces. Check your laptop's documentation to see where this is configured (may be a Wireless Network Configuration Utility or something similar).

A Google search on "Centrino VPN" results in many other articles about this issue such as the following:

Intel's Centrino may crash Windows when used with VPNs

To isolate whether or not the BSOD is related to Centrino:

Ghost your system as a backup.
Perform a clean install of windows, update drivers, disable adaptive-switching.
Install GVC.
Note whether Blue Screen occurs.

Unable to Determine Root Cause: Troubleshooting with Tech support

If the blue screen still persists, tech support may recommend an upgrade to resolve the issue. To determine whether or not an upgrade is appropriate or if there is an issue that can be resolved on your current version, you need to provide the following to tech support for further investigation:

Provide the following file %SystemRoot%Minidump (%SystemRoot% is usually C:Windows) to Tech support in order to troubleshoot further.

For someone who can reproduce the symptom, choosing 'Kernel memory dump' could be of even more help as it should have more information. To get detailed memory dump need to set the following:

Start | Computer, right-click on Computer and select Properties.
Choose Advanced system settings and then choose Settings under Startup and Recovery. The settings are under the System failure section. The dump file by default is written to the %SystemRoot%MEMORY.DMP file.

Resolution for SonicOS 6.2 and Below

The below resolution is for customers using SonicOS 6.2 and earlier firmware. For firewalls that are generation 6 and newer we suggest to upgrade to the latest general release of SonicOS 6.5 firmware.

RESOLUTION 1: Network Adapter Card drivers
Check if you are using the latest driver for each Network Adapter card installed on your computer. If it is not, then you have to first upgrade to this latest version of the driver and then run SonicWall GVC again.

RESOLUTION 2: Trend Micro firewall
If you have installed this client based firewall, then check to make sure it is the latest version from the Vendor Website. If it is and you are still getting Blue screen, then disable the Trend Micro Common firewall driver binding from the properties of the Virtual adapter.

On Vista, go to Start | Control Panel | Network and Internet | View network status and tasks | Manage network connections. Select SonicWall Virtual adapter and right-click to select properties and then disable Trend Micro Common firewall driver binding.

RESOLUTION 3: Known Centrino Issue

There is a known issue between older Centrino-based laptops (originating in 2003) and VPN software. Check your laptop model to see if it is Centrino based. You may want to use a search engine or contact the manufacturer's technical support team for assistance. If your laptop model is Centrino based, check to see if this problem is inherent in your particular laptop model.

Ensure the latest drivers are installed and the adaptive-switching utility in the Centrino PROSet is turned off. Adaptive-switching controls automatic switching between LAN and Wireless interfaces. Check your laptop's documentation to see where this is configured (may be a Wireless Network Configuration Utility or something similar).

A Google search on "Centrino VPN" results in many other articles about this issue such as the following:

Intel's Centrino may crash Windows when used with VPNs

To isolate whether or not the BSOD is related to Centrino:

Ghost your system as a backup.
Perform a clean install of windows, update drivers, disable adaptive-switching.
Install GVC.
Note whether Blue Screen occurs.

Unable to Determine Root Cause: Troubleshooting with Tech support

If the blue screen still persists, tech support may recommend an upgrade to resolve the issue. To determine whether or not an upgrade is appropriate or if there is an issue that can be resolved on your current version, you need to provide the following to tech support for further investigation:

Provide the following file %SystemRoot%Minidump (%SystemRoot% is usually C:Windows) to Tech support in order to troubleshoot further.

For someone who can reproduce the symptom, choosing 'Kernel memory dump' could be of even more help as it should have more information. To get detailed memory dump need to set the following:

Start | Computer, right-click on Computer and select Properties.
Choose Advanced system settings and then choose Settings under Startup and Recovery. The settings are under the System failure section. The dump file by default is written to the %SystemRoot%MEMORY.DMP file.

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Blue Screen of Death (BSOD) with Global VPN Client (GVC)

Description

Resolution

Resolution for SonicOS 6.5

Resolution for SonicOS 6.2 and Below

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