UNEXPECTED_KERNEL_MODE_TRAP (0x7f) Double Fault (0x8) on Energy Estimator SRUM provider service thread

Document ID:7023933
Creation Date:12-Jun-2019
Modified Date:12-Jun-2019
- Micro Focus Products:
  Client for Open Enterprise Server (Novell Client)
  ZENworks Full Disk Encryption

Environment

Client for Open Enterprise Server 2 SP4 (IR11)

ZENworks version: 17.4.0.176 (2017 Update 4)

Windows 10, version 1809

Windows Server 2019, all versions

Situation

Users see random crashes/BSOD's on laptops running Client for Open Enterprise Server 2 SP4 and ZENworks 2017 Update 4, which have been encrypted with FDE. This has been reported on certain HP laptops, but may potentially occur in other hardware.

The BSOD can occur once a user first logs in and mapping drives, or when running an executable over a network share folder.

The BSOD can occur when connected via Ethernet, Wifi or Cellular.

Resolution

To resolve the problem:

1. Update to Client for Open Enterprise Server 2 SP4 (IR12) or later, and

2. Apply Microsoft KB4490481.