BUG REPORT: Blue Screen Experienced with Windows 10 version 1709 (Fall Creators Update)

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Article ID: 171091

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Updated On:

Products

Endpoint Encryption

Issue/Introduction

Blue Screen errors are experienced with Symantec Endpoint Encryption 11.1.3 MP1 or Symantec Encryption Desktop 10 on Windows 10 build 1709 (Fall Creators Update). This issue is related to specific hardware configurations and may not be seen on all computers. This issue has typically been observed on computers with NVMe drives.

 

Stop Codes Seen:

  • Driver Power State Failure
  • PAGE FAULT IN NONPAGED AREA

Cause

Either or both the Fast Startup or Hibernation settings, and a specific memory issue in Windows 10 1709, cause this issue.

Environment

Symantec Endpoint Encryption 11.1.3 MP1
Symantec Encryption Desktop 10
Windows 10 1709

Resolution

Symantec Corporation is committed to product quality and satisfied customers. This issue was reviewed with Symantec Development, and Microsoft's debug team. They discovered that this issue was introduced in Windows 10 Fall Creator's Update (Version 1709). Microsoft released a fix for this issue in Windows 10 Spring 2018 Update (Version 1803). If updating to 1803 is not immediately possible, the fix was also back ported in 1709 with KB4163920

Although Microsoft KB4163920 update contains this original fix, there are additional Windows KB updates, which also incorporate the fix. If these updates are installed, they should also resolve the issue:

May 21, 2018-KB4103714 (OS Build 16299.461)

June 12, 2018-KB4284819 (OS Build 16299.492)

June 21, 2018-KB4284822 (OS Build 16299.522)
 

Workaround:

If you cannot install any of the mentioned fixes, use one of the following temporary workarounds. These workarounds can be used until the updated version or maintenance pack is released:

Disable either Hibernate or Fast Boot within Windows.

  • To disable Hibernate:
    Use the following command in an administrative Command Prompt:
    • powercfg /H off
  • To disable Fast Boot:
    • In Control Panel, go to "Power Options" > "Choose what power buttons do" > Deselect the "Turn on fast startup" option.

Open a Support case and reference this article if any of these workarounds or official fixes corrects the issue.