Article ID: 835281
Article Last Modified on 2/19/2007
APPLIES TO
- Microsoft Windows 2000 Server
- Microsoft Windows 2000 Advanced Server
- Microsoft Windows 2000 Datacenter Server
SYMPTOMS
When you run Symantec AntiVirus Corporate Edition 8.0 and NSI Software's Double-Take on a Microsoft Windows 2000 Server-based computer, you may experience one or both of the following symptoms:
- You receive an error message that is similar to the following:
- Your computer unexpectedly restarts.
Other versions of Symantec AntiVirus may also generate these symptoms.
CAUSE
When a thread executes, Windows 2000 allocates 12 KB of kernel stack space for that thread. When the demand for stack space is greater than the available stack space, a Stop 0x0000007f error occurs, and your computer may restart.
RESOLUTION
Because other conditions can cause a Stop 0x0000007f error, verify that the problem stems from a kernel stack overflow condition. To do this, obtain a kernel memory dump file from the computer.
In order for this hotfix to work, you must also apply an update to NSI Software's Double-Take. This update calls the IoCreateFileSpecifyDeviceObjectHint function. This function gives a filter driver the option to stop recursively calling the NTFS file system on the same stack. To obtain this update, contact NSI, and then ask for hotfix HF28130.
The stack space limit still exists in Microsoft Windows XP and Microsoft Windows Server 2003. However, the IoCreateFileSpecifyDeviceObjectHint function is in the kernel of both of these operating systems. If you use filter drivers to implement the function in these operating systems, you can conserve stack space.
Hotfix information
A supported hotfix is now available from Microsoft, but it is only intended to correct the problem that this article describes. Apply it only to systems that are experiencing this specific problem.
To resolve this problem, contact Microsoft Product Support Services to obtain the hotfix. For a complete list of Microsoft Product Support Services telephone numbers and information about support costs, visit the following Microsoft Web site:
Note In special cases, charges that are ordinarily incurred for support calls may be canceled if a Microsoft Support Professional determines that a specific update will resolve your problem. The usual support costs will apply to additional support questions and issues that do not qualify for the specific update in question.
Prerequisites
No prerequisites are required.
Restart requirement
You must restart your computer after you apply this hotfix.
Hotfix replacement information
This hotfix does not replace any other hotfixes.
File information
The English version of this hotfix has the file attributes (or later file attributes) that are listed in the following table. The dates and times for these files are listed in coordinated universal time (UTC). When you view the file information, it is converted to local time. To find the difference between UTC and local time, use the Time Zone tab in the Date and Time tool in Control Panel.
Date Time Version Size File name -------------------------------------------------------------- 10-Feb-2004 19:47 5.0.2195.6897 30,160 Mountmgr.sys 30-Apr-2004 02:35 5.0.2195.6927 1,701,312 Ntkrnlmp.exe 30-Apr-2004 02:35 5.0.2195.6927 1,700,992 Ntkrnlpa.exe 30-Apr-2004 02:35 5.0.2195.6927 1,722,624 Ntkrpamp.exe 30-Apr-2004 02:35 5.0.2195.6927 1,678,144 Ntoskrnl.exe 30-Apr-2004 02:35 5.4.15.0 6,656 Spmsg.dll
For additional information about this problem, click the following article number to view the article in the Microsoft Knowledge Base:
822789 You receive a "Stop 0x0000007F" error message or your computer unexpectedly restarts
If you implement the solution that is described in Microsoft Knowledge Base article 822789, the Symantec AntiVirus Navap.sys component will check for a specified amount of free kernel stack space before the component proceeds. If the amount of free kernel stack space is less than that specified by the KStackMinFree registry value that is described in Knowledge Base article 822789, the Navap.sys component will defer its work.
If you have already implemented the solution that is discussed in Knowledge Base article 822789, and you still experience kernel stack overflow problems, apply this hotfix with the NSI update. If you have implemented the solution and have not experienced kernel stack overflow problems since then, you may want to apply this hotfix and then reduce the amount of kernel stack space that is specified by the KStackMinFree registry value. In this scenario, the Navap.sys component requires the lower amount of kernel stack space and may be able to run more frequently.
STATUS
Microsoft has confirmed that this is a problem in the Microsoft products that are listed in the "Applies to" section.
REFERENCES
For additional information, click the following article numbers to view the articles in the Microsoft Knowledge Base:
816915 New file naming schema for Microsoft Windows software update packages
824684 Description of the standard terminology that is used to describe Microsoft software updates
838804 You receive a "0x0000007F" stop error on a Windows 2000-based computer
The third-party products that this article discusses are manufactured by companies that are independent of Microsoft. Microsoft makes no warranty, implied or otherwise, regarding the performance or reliability of these products.
Additional query words: win2000 win2k
Keywords: kbhotfixserver kbqfe kbbug kbfix kbqfe kbwin2000presp5fix KB835281
