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Blue Screen of Death on Win10

Good morning.

Apologies for the very vague question. We are running Dropbox on 2 Win10 PCs. One runs absolutely fine but, on the other, it will run for maybe 30 seconds and then cause the PC to crash with a Blue Screen of Death.

Could you provide any advice on how I can go about determining what the conflict is that causes this to occur please?

If it's any help, Dropbox will not launch automatically on that PC - it must always be executed manually even though it's setup to launch on Computer start in the Dropbox settings.

Without Dropbox running the PC runs perfectly.

There are a great deal of applications installed on that PC so I'm reluctant to wipe & reinstall everything if there's a solution out there that doesn't require doing so.

This PC also experiences the issue of the browser not refreshing as described in this post here: https://www.dropboxforum.com/t5/Missing-files-folders/Webpage-folder-not-refresh/m-p/322934#M15542. Chrome auto updates so that shouldn't be the issue. I'll follow the other suggestions in that post to see if I can resolve that issue. It seems strange, and probably just coincidence, that this one PC suffers from these two problems but it may be useful for you to know.

Thank you in advance for any assistance.

Jason.

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Daphne

Hey everyone, we have a little update to share with you all!

We've been in contact with Symantec and they've let us know that there is an update which should resolve the BSoD. This would be version 15.1 MP1 (Maintenance Patch 1) for the Endpoint Protection Client.

@ScubaStephen and @gojanpaolo, along with anyone else who may be running an older version of Symantec, please try updating to see if this does the trick for you.

If you still get the BSoD with the updated version of Symantec, then please reach out to them directly for their support for resolution.

Keep us posted with your results!

All comments

Susanre

Thanks, Jane. I also received the BAD_POOL_CALLER message on the blue screen.

Mine is also a work laptop, it's a lenovo X-1.

It is running:

Windows 10 Enterprise 2016 LTSB

Version 1607

OS Build 14393.3326

I get the blue screen as soon as Dropbox starts to sync. My IT department uninstalled dropbox and now the computer works fine. They've said they've seen this issue a number of times, and it started about a month or so ago (they think Dropbox must have pushed out a new release then). Before then, I had no issues with dropbox installed on this laptop (and neither did anyone else at work).

Thanks in advance.

Daphne

Hey there @AmbrusFernas, thanks for reaching out to us here!

I've merged your post here as it seems that you're having the same issue as described by others.

To have a better look into this I've reached out to you both, @Susanre and @AmbrusFernas, via the emails linked with your Community profiles.

Please just check your inbox when you have a moment and we can go from there if you'd like to.

Thanks!

PeterDBU

Just going back through my post history, it appears it has been 2 weeks since encountering this issue.

My IT department gave me the following diagnostic of this issue:

"This is happening because of the logs being generated by Dropbox. As all logs need to be checked by McAfee, the performance of McAfee is reaching it's maximum which is causing 100% CPU usage."

I was then informed that becasue of this problem, They have implemented a corporate policy to dissable the installation of Dropbox.

I will try to continue working with the dropbox technitican who reached out to me, however I feel that without the ability to install Dropbox I wont be able to assist in this issue.

Jane

Thanks for circling back to us here on the progress @PeterDBU!

I could see that our team specialist has suggested adding the Dropbox cache folder to an ignore list, since what you’re experiencing could be happening because your Antivirus picks up the ".dropbox.cache” folder as a false positive. Have you discussed whether that’s possible with your IT?

While I included a copy of your comments on your existing email chain Peter, I'm rephrasing here, as this may be useful to others following this discussion.

Thanks for your ongoing cooperation with our team & your contribution on this thread!

carandswe

For people using Windows 10 enterprise managed by a central IT, a Windows agent that collect information on PC connected to the domain desn't like the dropbox service. I had this problem on my working computer and our IT fixed it and explain m ethe problem, I can't recall exactly what was the agent they use. Few week after I reinstall my private pc an home and installed dropbox, i used my private account somehow linked to my working account and dropbox was reinstall on my working computer. I managed then to log in, to grant my self admin right for 4 hours through a script provided by our IT, I opened task manager and kill dropbox service, after taht I unistall dropbox on my working pc again and everything when back to normal.

PeterDBU

Thanks for clarifying Jane.

Unfortunatly my antivirus is heavily secured and there is no way for me to whitelist any files - as it is all managed through corporate policy

As stated in my ticket and my previous comment, our IT company has extended a different coprorate policy to dissalow installing and running dropbox. Which impeedes my ability to be able to troubleshoot this any further.

Just as a quick aside, is there any way for me to download an offline installer of the current release of dropbox? If it exists I will give it one more try.

Jane

Sure thing @PeterDBU, you can find the Offline installer here!

Please let us know how you get on!

cstiles

Hi Jane - I'm having this issue on my corporate laptop too. They even gave me a different laoptop and I had the same issue. It runs with no problem on my personal laptop. The various errors I have received are:

BAD POOL CALLER

KERNEL_MODE HEAP CORRUPTION

PAGE FAULT IN NONPAGED AREA

Hopefully you've found some resolution for the others - like them, I don't think I can change our corporate anytivirus settings. Thanks!

Cynthia

PeterDBU

A small bit of optimism from myself.

I made an effort to update my antivirus
(its the only factor I really have control over)

and installed the latest offline installer from the link you provided Jane.

I have been working for the last 15 hours or so with no issues.

Its possible that my antivus company (McAffe) may have fixed the issue where they overscan files crashing the computer.
(Your milage may vary depending on your antivirus company)

Not sure if the advanced re-install instructions that the Dropbox technician gave me also were also a factor.

EDIT: After 4-5 Days of operating normally - I had another blue screen

Jane

Hey @cstiles, thanks for pinging me here on this matter !

I’ve just sent you a brief email through our support system to continue our discussion cross-checking the info we have on file for this device. Please have a look at your inbox when you have some spare time & we’ll take it from there.

Thanks again!

Other than that, I was happy to hear that you got that sorted on your end @PeterDBU!

Now that you know where you can find us, feel free to drop us a line here in the future for any similar questions. Have a wonderful weekend ahead! 😊

carandswe

I asked again our It, the agent in comflic with dropbox is called "data lost prevention agent" DLP and seems to be a software sold by symantec. It has the duty of creating inventory of all sw and staus of windows for teh centralize IT. According to the guys other software have problem with it causing windows blue screen. Now the problem is that being a corporate computer they prioritize DLP to dropbox so no solution, unless someone in Dropbox address the problem. i hope this can help

Fiona

Hello everyone! @FadedPoppy @carandswe @PeterDBU @cstiles

Can you please let us know, how many of you you have Symantec installed?

If you do, do you have the Symantec (tm) Endpoint Protection Version 14 (14.2 RU1) build 3332 (14.2.3332.1000)?

Thank you all so much for your time responding to this question.

cstiles

Hi - mine is Symantic V 14 (14.0 RU1 MP2) build 3929 (14.0.3929.1200)

FadedPoppy

Hi Jane, Apologies for being out of the fold for so long. I do not have Symantec installed on my PC.

Regards,

Jason.

Jane

Thanks for keeping in touch @cstiles & @FadedPoppy!

I’ve made sure to escalate our discussion in form of a question to a higher-level specialist today @cstiles. However, I appreciate the update here, this has been very helpful.

It would be great if you could also let us know of the Anti Virus & the exact version you’re using @FadedPoppy.

I look forward to hearing back from you!

Duckuser

Hi Jane, I do not have Symantic installed either.

Hi have McAfee Agent installed 5.0.6.220

Netskope Client 57.1.0.206

Holmes End Point Solution 1.0.1803.29

Thayer

Hi I do not have Symantic installed either and I hope you guys can solve this issue quickly. I can not do any work

Thank you

Susanre

I don’t have Symantec installed on my computer either.

Please let us know when you’ve resolved the problem.

Thanks.

Jane

Hey @Duckuser, @Susanre & @Thayer, thanks for keeping us in the loop on your findings!

I can see that your escalated ticket is about to close on our system due to inactivity @Duckuser, so I’d suggest pinging our specialized agent there, as they’ve been gathering all relevant reports. I’ve also included a note of your comment here on your open ticket @Susanre, so that our specialist takes them into consideration moving forward.

Following @Thayer, it would be more efficient if I could access your account directly, so I created a support request on our system for you. Please have a look at your inbox when you have some spare time & I’ll touch-base with you asap.

Thanks again for your input in the meantime!

Duckuser

Hi Jane,

How do ping the agent? I've been back and forth my email over the last few weeks so dont understand how ive been marked as about to close.

Thanks

victoriaokuneye

Any progress on Dropbox end on resolving this issue. I work for a hospital and they said they have dropbox was the source of the blue screen and a number of people have had the issue.

I would like to continue using dropbox but don't won't to risk reinstalling it on my machine if it nothing has changed with this systemic issue.

FadedPoppy

Jane,

I do not have any 3rd party anti virus applications installed on this PC - it is using the protection that ships with Win 10.

Jason.

Jane

Thanks for adding your voice to the feedback we’re gathering @victoriaokuneye!

At the moment I’m submitting all reports from this discusison for review. It would be great if you &/or your colleagues reached out to our team detailing us what this looks like on their end & letting us know which AntiVirus you/they’re using.

You can also ask them directly, ping me back here with your findings as an alternative option & we can take it from there.

Following, you can reply back to the support ticket @Duckuser & your message should re-open the ticket in our technician’s inbox.

To clarify, tickets may close on our system automatically after a certain period of time if you don’t reply. If you’d like to take some more time to gather details, it would be best to let our colleague know.

Now, it looks like you’re using the Windows Defender @FadedPoppy.

Since you were the first to post us here on this matter, it would be more efficient if I could access the details we have on file for your account after this point, so I created a support request on our system for you.

Please have a look at your inbox when you have some spare time & I’ll touch-base with you soon Jason.

Thanks again for sticking with me here!

victoriaokuneye

I believe the antivirus is "system center endpoint protection"/"cylance protect".

Jane

Hmm, I see.. 🤔 That’s some very useful info @victoriaokuneye!

Would it be okay if I reached out to you on the email address connected to your Community profile to gather some more info on this matter? If you confirm, I’ll create a ticket on our system & continue this discussion from where we left off here.

Keep me posted please!

carandswe

Symantec DLP agenton my "office computer", it is Enterprice version, what cause the problem is AgentInstall-x64_15_1 (Symantec Corp.) it is also called DLP agent and it collects infromation about sw installed on the PC, we use Microsoft defender aas antivirus.

carandswe

Hi, on my corporate PC, we have Microsoft defender as antivirus and the Symantec DLP agent to collect pc information and status. See

attached picture. Our IT ( we have 26.000 computers) said the DLP agent has a lot of problem with other sw too. So when I called them for my bluescreen problem the asked me if I had dropbox installed, I said yes, then when computer started, he stopped the dropbox service before windows would load it and he has uninstalled dropbox. Symantec DLP agent.jpg

carandswe

Of course you can write me directly to my register email. Cheers Carandswe

Jane

Thanks for detailing me your discoveries @carandswe!

Following-up from your request, I’ve made sure to message you on the email address connected to your Community profile. Feel free to ping me back there when you have some spare time & I’ll check back with you soon.

Thanks again for keeping in touch on the Community!

Rick_M

Office 360, Outlook, and Excel try to restore access to files in use last time. If those files are also in the dropbox folder there MIGHT be a drain on resources that cause <youknowwhat> while Dropbox tries to sync the same files. Try letting dropbox start after the others are done.