BSOD with user after connecting to Forticlient VPN

KristofS 0 Reputation points
2024-07-02T09:53:49.7633333+00:00

Hello

One of my colleagues is using a Samsung Probook 360, and it works well, but when he connects via VPN (Forticlient), he constantly gets a BSOD. I have already updates various drivers and added exclusions in the AV (Trend Micro) But still without success. I have generated a mini dump file that you can dinf below. Hopefully one of you can help me solve this problem...

Link to Minidump files:

https://drive.google.com/file/d/1iv1enqtzFgMWviUgiA97aYVQ2Y6ukb1_/view?usp=sharing

https://drive.google.com/file/d/1oobmo4LeAbV5-kQjNMdGWpkrRRLcHh1H/view?usp=sharing

https://drive.google.com/file/d/1MBJJBdtvPpE-bJb6_rBxNgi-RkX0h1on/view?usp=sharing

https://drive.google.com/file/d/13uFZphjdKjk9xzcGIMhx6nf3YZUPsgvP/view?usp=sharing

https://drive.google.com/file/d/1F-qwTcN15jAHtGiA8DMNRKtyM9fi1fVW/view?usp=sharing

https://drive.google.com/file/d/1_-sCREH5lkUAQxTcTZiVvpQEc-QIJ7Ch/view?usp=sharing

Reply from customer on Microsoft community:

Thank you, all the minidump files indicate a Windows system driver (Microsoft Windows Multiple Redirector Server Message Block Driver) is causing the PC to crash. There is no 3rd party driver or software listed as the cause of the system crashes, that most likely means some software, possibly that VPN software is causing an incompatibility in the Windows system or is incompatible with the security software, can you try using a different VPN to see if that also causes the system to crash?

I also created a ticket on the Forticlient website.

Thanks in advance

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  1. Wesley Li 6,750 Reputation points
    2024-07-08T07:44:55.8433333+00:00

    Hello

    According to the dump analysis result, it seems to be related to "mrxsmb.sys" component. It is a part of SMB component which could be related to the network share folder.

    If we have tried to map any shared folder, please try to remove it. Uninstall the antivirus software temporarily, reboot then check the issue again.

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