BOSD: Blue Screen of Death (BSOD) is a critical and non-recoverable error in Windows Operating System family (Windows 7/Vista/XP) which causes system crash. Every time a user tries to log-in, Windows gives a BSOD error message. BSOD is generally caused by incompatible DLLs or Device Driver files. An erroneous or incomputable kernel level software update such as an Anti-Virus update may also cause BSOD. Each BSOD displays a specific error code which tell us what wrong happened inside the kernel?
The Problem: Recently, we got a BSOD on one of our Windows 7 64-bit OS. The BSOD was displaying following texts and codes:
SRTSPL64.sys is the file that's causing the problem. It is Auto Protect driver of Symantec Endpoint Protection.
It is not new that Symantec Anti-virus caused Blue Screen of Death . Incidents have been reported where incompatible/buggy Symantec Endpoint Protection updates caused Blue Screen of Death on Windows Operating System:
- Buggy Symantec Endpoint Protection Update Blue Screens WinXP PCs: http://securitywatch.pcmag.com/none/300302-buggy-symantec-endpoint-protection-update-blue-screens-winxp-pcs
- Symantec explains Windows XP 'blue screen of death' outbreak: http://www.zdnet.com/symantec-explains-windows-xp-blue-screen-of-death-outbreak-7000000943/
Solution: Try to RESTORE your Windows Operating System by restarting it in Safe Mode. If it does not work, then one of simple solutions is to uninstall the buggy/incompatible Symantec Endpoint Protection program.
Restart Windows in Safe Mode and go to Control Panel and uninstall the Symantec Endpoint Protection. If you are getting error The Windows Installer Service could not be accessed. Then you can try manual uninstallation steps given below:
- Disable Windows Installer service
a) For Windows XP: Go to Start menu and select Run. Type services.msc and press enter. For Vista or Windows 7: type Services at Search programs and files box of Start menu, and press Enter.
b) In Services, select Windows Installer, right-click it and select Properties.
c) Under Startup type, select Disabled, then OK.
- Stop running executables and services belonging to Symantec Endpoint Protection
a) For Windows XP: Go to Start menu and select Run. Type msconfig and press enter. For Vista or Windows 7: type msconfig at Search programs and files box of Start menu, and press Enter.
b) Select Startup tab, uncheck StartupItems belonging to Manufacturer Symantec such as “ccapp”.
c) Select Services tab, uncheck Services belonging to Manufacturer Symantec such as Liveupdate, Symantec Endpoint Protection, Symantec Event Manager, Symantec Settings Manager, Symantec Management Client, Symantec Network Access Control etc.
d) Press OK and restart the computer.
The problem should get solved!!!
Note: You can re-install Symantec Endpoint Protection.