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Windows 10 64-bit crashes with BugCheck 3B as user logs off when Endpoint Protection 12.1.6 MP5 is installed

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Article ID: 163808

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Updated On:

Products

Endpoint Protection

Issue/Introduction

Windows 10 (Kernel Version 10586) 64-bit in Virtual Desktop Infrastructure (VDI) environment crashes with BugCheck 3B as user logs off when Symantec Endpoint Protection 12.1.6 MP5 is installed.

 

The specific crash or BugCheck 3B is described as follows: 

SYSTEM_SERVICE_EXCEPTION (3b)
An exception happened while executing a system service routine.

Sample STACK_TEXT:

nt!KeBugCheckEx
nt!KiBugCheckDispatch+0x69
nt!KiSystemServiceHandler+0x7c
nt!RtlpExecuteHandlerForException+0xd
nt!RtlDispatchException+0x429
nt!KiDispatchException+0x144
nt!KiExceptionDispatch+0xc2
nt!KiPageFault+0x221
win32kbase!DrvQueryMDEVPowerState+0x1d
win32kbase!DrvProcessMonitorEventCallback+0xfc
win32kbase!VideoPortCalloutThread+0x252
win32kbase!xxxCreateSystemThreads+0x5b
win32kfull!NtUserCallNoParam+0x2f
nt!KiSystemServiceCopyEnd+0x13
winsrv!NtUserCallNoParam+0x14
winsrv!StartCreateSystemThreads+0x19
ntdll!RtlUserThreadStart+0x45

 

Resolution

Per recommendations from Microsoft, customers are advised to upgrade to Windows 10 Anniversary Update to resolve this issue.